Major Features and Enhancements
For additional information, see the technical documentation references cited for each feature
Call & Screen Recording
Avaya Communication Manager Integration Update — Applies only to Premises and Hybrid customers. inContact Call Recording integrations are now supported with Avaya CM and AES 7. Reference: Recording Integrations Overview.
Avaya IP Office Integration Update — Applies only to Premises and Hybrid customers. This integration previously supported IP500 V2 standalone and Server Edition standalone. In this release, we have added support for the following IP Office configuration: Server Edition with 500V2 expansion. The integration supports both passive VoIP and TDM (station tapping) for audio acquisition. Reference: Recording Integrations Overview.
Cisco Recording Integration Updates — Applies only to Premises and Hybrid customers. Integrations with several Cisco products have been tested on and are now supported with updated versions:
- Cisco Unified Contact Center Enterprise (UCCE) v11.0
- Cisco Unified Contact Center Express (UCCX) v11.0
Existing requirements and limitations for these integrations remain unchanged. Reference: Recording Integrations Overview.
ShoreTel Connect Integration Update — Applies only to Premises and Hybrid customers. ShoreTel has introduced ShoreTel Connect 1.0 as the latest version of its platform (previously known as ShoreWare). inContact WFO has been tested internally and supports both TAPI-WAV and TAPI-VoIP integrations with ShoreTel Connect Onsite. Reference: Recording Integrations Overview.
inContact Quality Management
Bonus Points — inContact Quality Management now supports bonus questions that can result in evaluation scores above 100%. This allows evaluators to reward agents for going above and beyond; for example, the agent who initiates a significant upsell or saves an angry customer's account might deserve bonus points. Reference: Create QA Evaluation Forms Overview.
Penalty (Deduction) Points — In some situations, awarding zero points for a question may not be enough. You may want to actually penalize the agent by deducting points from their score. For example, an agent might disclose confidential information or fail to comply with proper credit card handling procedures. For these scenarios, inContact Quality Management now supports negative point values. In addition, new fields are available in ad hoc reporting to support this feature. Reference: Create QA Evaluation Forms Overview.
Display All Possible Responses — Previously, inContact Quality Management displayed only the response chosen, and the associated points, on a completed evaluation. With this version, each question displays all possible responses, as well as their associated points. This will help agents and coaches more easily compare possible and actual scores for each question. Reference:
Evaluation History Preservation — Previously, inContact Quality Management displayed only the most recent values associated with evaluation actions. For example, if an arbitrator changed a score on an evaluation, the arbitrator's name would then appear in the Evaluator field and the date the new score was saved would appear in the Evaluation Date field. New fields have been added to preserve the original evaluation data, and to allow new options for filtering. Reference:
inContact Workforce Management v2
AACC Integration — inContact WFM v2 now integrates with Avaya Aura Contact Center for historical and real-time data. Reference: Avaya Aura Contact Center Integration Overview.
Cisco UCCE Integration — inContact WFM v2 now integrates with Cisco Unified Contact Center Enterprise for historical and real-time data. Reference: Cisco UCCE Integration Overview.