![]() New User KPIs: In the User KPIs table within the Monitoring section of the Dashboard, admins will find 3 new columns (Total Talk Time, Total Connected Calls, Total Inbound Call Time). Learn more about the new Stats Overview dashboard here. ![]() Through January 2023, admins can switch between the new and legacy views. This version includes new data and updated visualizations, and can be found in the Stats section of the Dashboard. New Overview dashboard in Beta: We have transitioned all Aircall admins to a new version of the Stats Overview Dashboard. ![]() * Aircall's new User Availability statuses can only be set by Users in the Aircall Phone Application, and cannot be set in the Admin Dashboard. The smart player can be found when accessing a recording link from the Aircall dashboard, or from the call recording link logged in a CRM or Helpdesk via integrations. Fast forward, rewind, and recording link sharing has also been added. Smart Player for Call Recordings: Users can now speed-up the playback of call recordings, and access call metadata such as phone number, duration, call direction and contact information (if available in Aircall). If there is no default owner selected in the settings, the ticket will not be reassigned in HubSpot and will stay with the agent who is initiating the transfer If a call is transferred to an agent who does not have a HubSpot account, the activity will be assigned in HubSpot to the default owner selected from the Dashboard settings If a call is transferred to an agent who has a HubSpot account, the activity will be assigned in HubSpot to that agent HubSpot: The ways in which transferred calls are logged in HubSpot have been improved. This is especially valuable for handling difficult inquiries or offering their customers more personalized support.Īndroid: A new Foreground Service will now persistently display a user’s Aircall availability status via mobile notification (shown below) and serve as a shortcut to quickly open the Aircall app to make changes. IOS: Warm Transfer is now available for iPhone users and can be used by agents to provide context about a conversation before transferring a call. Learn more here to update your Pipedrive integration. Sync Aircall tags into Pipedrive to automate common sales workflows and track common conversation topics. Log SMS conversations alongside phone calls in Pipedrive.Ĭreate reports and view details about team performance using new data points from your Aircall conversations, including call and SMS outcome. Pipedrive: Our integration with Pipedrive has been improved to include new capabilities. Learn more here to update your Zendesk integration. ![]() Log SMS conversations alongside phone calls in your internal notes within Zendesk. Zendesk: Our integration with Zendesk has been improved to include new capabilities.Ĭreate reports and view details about team performance using new data points from your Aircall conversations, including call duration and hold time.Īircall tags can be used to automatically set Zendesk ticket types or priority Increase your team's productivity with automatic call logging, fast-loading CTI, Quick Actions, Aircall Voice Object, and more. Salesforce Sales Engagement: Now users can power through hundreds of calls daily with Aircall for Salesforce Sales Engagement. It includes outbound calls answered and outbound calls that went to voicemail. It does include time spent on hold and time spent transferring the call.Īverage Outbound Talk Time: This is the average duration of outbound calls, from the moment when the recipient first answers the call. It does not include the duration of welcome messages, time spent in IVR, or any calls that were not answered. It does not include welcome messages or time spent in IVR, but does include time spent on hold or time spent transferring the call.Īverage Inbound Talk Time: This is the average duration of inbound calls, from the moment the agent first answers the call. Here are the latest updates to the Stats section within the Aircall Dashboard:Īverage Call Talk Time: This is the average duration of both inbound and outbound calls, from the moment a call is answered until the end of the call. Contact your Account Manager to learn if your organization is eligible. Single Sign-on (SSO): Aircall now offers SSO for the phone and dashboard to certain customers with a higher number of users, allowing users to login through their company's existing identity provider (Okta, Auth0, JumpCloud, Ping One, or Azure AD).
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