Voice

Configurable dashboards and advanced reporting capabilities were introduced to facilitate the analysis of call operations and provide greater visibility into customer and agent behavior.

• Configurable dashboards: Allow relevant metrics to be visualized and analyzed according to the needs of each operation.

• Identification of optimal calling times: Helps identify the time periods with the highest effectiveness for contacting customers.

A new agent import and export functionality was introduced to simplify the transfer of agent configurations across different environments and enable the reuse of previously configured and validated agents. This capability reduces the manual effort required to recreate agents and helps maintain consistency across deployments.

An email notification system was implemented to improve the monitoring and tracking of call processes. The system allows each user to configure the alerts they want to receive according to their specific needs, making it easier to identify important events, errors, and situations that require attention.