AutoReach continues to invest heavily in R&D so that our customers can stay competitive and maximize efficiency within their contact centers. See below for a summary around our Q3 Release notes.
Dialing Sessions
- Call scripts (CM only)
- Call scripts provide a specific talk track for your agents to follow and also helps with message standardization across your contact center. Admins can assign a script per cadence step and agents can toggle between different call scripts while on a call.
- This is a Campaign Management-specific feature. Standard includes static call scripts while Enterprise includes dynamic.
Agent settings
- Call Centers
- Agents can be assigned to various call centers within Dialpad. Our improved Agent Settings now allow you to select which call center that you’re calling from. This is important when you’re required to call from a shared number.
Cadences (CM only)
We’ve launched two new cadene types so that you can now provide a multi-channel outbound approach
- SMS: AutoReach will automatically send an SMS message on behalf of an agent. Admins can create SMS templates with field merges from AutoReach CRM, and then apply the templates on the cadence step level. Here are some additional settings that can be applied
- Cancel forward steps after SMS replies
- Cancel SMS tasks that don’t have all custom fields present. Results in manual actions to unblock if checked
- Manual: this allows agents to carry out tasks that don’t involve dialer calls and automated SMS messages. An example of a manual cadence task might be to send someone an email or add someone on LinkedIn. Once manual tasks are due, they will appear under the Launch > Action Required section where agents can mark manual tasks as completed and successful.
Reporting (CM only)
We’ve now added visual reporting so that you can better track and measure your campaigns and agents.
- Dashboards (Calls)
- Dashboards can be sorted by agent, timeframe, campaign/list, cadence step, and time zone
- Metrics include total call completed, calls outstanding, successful vs unsuccessful, call success rate, call talk time, and calls add to the DNC list
- Outbound Call Activity by Time of Day will plot out call activity over time broken down by 24 hours in a day and 7 days in a week
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- Best Time of Day to Call by Connection Rate will plot out call activity based on a successful outcome via dispositions or the call successful button
- Leaderboards (Calls)
- Agents get stack ranked and sorted based on the highest volume of call activity. The metrics from the Dashboard (see above) will also appear here broken down by agent
- Dashboards (SMS)
- Dashboards can be sorted by agent, timeframe, campaign/list, cadence step, and time zone
- Metrics include total messages sent, replied, unsubscribed, reply rate, and unsubscribe rate
- Outcome Message Activity by Time of Day will plot out SMS activity over time broken down by 24 hours in a day and 7 days in a week
- Best Time of Day to Message by Reply Rate will plot out SMS activity based on a SMS response by the receiving record
- Leaderboards (SMS)
- Agents get stack ranked and sorted based on the highest volume of SMS activity. The metrics from the Dashboard (see above) will also appear here broken down by agent
Account Settings
- Allows Reps to see leaderboards
- Enabling this setting allows you to foster friendly competition with your contact center. Previously only admin could view leaderboards
- Pause Forward Tasks with Active Callback
- Enabling this setting allows you to temporarily pause all future cadence steps if a scheduled callback is created by an agent. The record will remain in a pending callback status and will only continue in the cadence until the scheduled callback is complete
- Restart Inbound Automatically
- Enabling this setting automatically resumes a dialing session once an agent completes an inbound call as result of blended dialing. If this setting is not enabled, an agent will need to click the Resume button in order to continue with calls.