Callsavvy 13.2: Elevating Your Contact Center Experience
We are thrilled to announce the official release of Callsavvy 13.2, a significant update designed to empower your contact center with enhanced flexibility, deeper insights, and superior performance. This version introduces several highly anticipated features and critical improvements that will streamline your operations, optimize agent productivity, and provide unparalleled data visibility.
Callsavvy 13.2 is not just an update; it's a leap forward in providing a more intelligent, efficient, and user-friendly platform. We've focused on delivering tools that offer greater control over your dialing campaigns, comprehensive agent performance analytics, and smarter calendar management.
What's New in Callsavvy 13.2?
Let's dive into the core features and enhancements that make Callsavvy 13.2 a must-have upgrade for every user.
1. Advanced Auto Dialer: Unprecedented Data Flexibility
The Auto Dialer has received a major overhaul, making it more robust and adaptable to your unique data management needs.
Universal File Compatibility: Say goodbye to rigid file formats! The new Auto Dialer now supports the upload and use of contact lists from Excel (XLSX, XLS) or CSV files, regardless of their specific column structure.
Custom Data Display & Processing: This is a game-changer for agent efficiency. You can now process and display any custom data from your uploaded files directly within the caller's profile during an auto-dialed call. Imagine giving your agents instant access to a customer's last purchase, service history, or specific notes—all without leaving the Callsavvy interface. This personalized context enables more meaningful and effective interactions.
How it Works: During file upload, you'll have the option to map columns from your file to predefined or custom fields within Callsavvy, ensuring that the right information appears exactly when and where your agents need it.
2. Robust Agent Activity Analytics: Gain Deeper Insights
Understanding how your agents spend their time is crucial for optimizing performance and resource allocation. Callsavvy 13.2 introduces a powerful new analytics module for agent activity.
Comprehensive Time & Status Tracking: This module provides a detailed breakdown of your agents' activity. You can now view:
Active Time: Time spent on calls, in wrap-up, or actively working.
Availability Status: How long an agent was available, busy, or offline.
Granular Reporting: See these metrics broken down by individual agents across all workdays within a specified report range.
Benefits: This granular visibility helps you:
Identify peak performance times and bottlenecks.
Optimize agent scheduling and staffing.
Improve training initiatives by pinpointing areas where agents might be spending excessive time.
3. New Agent Status & Activity Report: Simplified Performance Overviews
Building on the robust analytics, we've also introduced a dedicated report for quick and easy overviews of your team's performance.
Quick Performance Snapshot: Generate a report that clearly displays each agent's status (e.g., active, idle, on break) and their total activity time for any given report period.
User-Friendly Interface: The report is designed for clarity, allowing managers to quickly assess individual and team performance at a glance.
4. Holiday Module: Intelligent Calendar & Availability Management
Managing business holidays, custom off-days, and individual agent leaves has never been easier or more integrated.
Centralized Holiday Management: Create and manage your business-wide holidays and custom off-work days from a single, intuitive interface.
Agent-Specific Day Offs: Easily manage day-offs for individual agents, ensuring their availability is accurately reflected across the system.
Seamless Integration: The Holiday Module is fully integrated with your:
Business Calendar: Automatically updates your overall operational schedule.
Availability Logics: Ensures that calls are routed only to available agents.
Request Routing Logics: Prevents calls from being routed to agents or teams that are observing a holiday or day off.
Benefits: This integration guarantees accurate workforce planning, prevents service disruptions, and simplifies adherence to your operational calendar.
Performance Improvements and Enhancements
Beyond the exciting new features, Callsavvy 13.2 includes a host of under-the-hood enhancements:
Increased Stability: Improved system stability across all modules.
Faster Response Times: Optimized code for quicker loading and more responsive interactions within the application.
Enhanced Security: Regular security updates and patches to keep your data safe.
User Interface Refinements: Minor tweaks to improve the overall user experience and navigation.
How to Access Callsavvy 13.2
Callsavvy 13.2 is now live and available to all users! Simply log in to your Callsavvy workplace to start exploring these powerful new features and experience the performance improvements firsthand.
For detailed instructions on using specific new features, please refer to our updated user guides within the Callsavvy platform or contact our support team.
