Alvaria Cloud New Features Being Released in June 2022

Alvaria is committed to providing our customers with industry-leading contact center solutions that help you efficiently run your business while also delivering seamless customer and agent experiences. Review this list of new Alvaria Cloud capabilities coming in June 2022.

Please note: this is a living document subject to change. Features may be added or removed prior to official release.

Alvaria View  |  Reporting  |  Alvaria Cloud CX

Alvaria View

Configuration Manager Navigation Style Changes
The navigation button (hamburger icon) for the Configuration Manager has been restyled for consistency with other Alvaria Cloud products. This change is a UI appearance change and has no functional impact.

WebChat Typing Indicator
The WebChat interface now has visual “…” indicator that is shown when someone is typing. Both agents and end users can see this indicator in their WebChat interface when the other party in the chat is typing a response. This is usual for agents and end users to know when to wait for a response.

Reporting

New Historical Customer Experience Reports
New Application Development and Tuning Reports:

  • Module Analysis
    • This report provides summarized data for modules used within a service. This report will provide data for a module such as the number of sessions, no match events, and no input events. This data may be able to help you identify modules that contain a high number of NoMatch or NoInput events or even modules that are most and least frequently accessed.
  • Recordings By Input State
    • This report provides access to recording files to listen to what callers said at a specific point within the dialog. This information can help designers optimize prompts or grammars of this input state and analyze caller behavior.
  • Input State Analysis (Text)
    • This report provides text data and statistics for a specific input state. This report helps designers understand the text input from customers, what happens next, and what messages are being used in a dialog.

Business and Caller Analysis Reports:

  • Call Duration Analysis – Queue Duration
    • This report provides data related to the duration of calls in queues. This report can help designers understand average duration of calls for a queue, average duration of calls with a specific exit type, and more. For example, for callers that ended with a hang-up you can see what their average queue duration was.
  • Call Duration Analysis – Self-Service Duration
    • This report provides data related to the duration of calls in self-service applications. This report is similar to the Call Duration Analysis – Queue Duration report except the data is based off of self-service duration instead of queue duration. This report can help designers understand the number/percentage of sessions that had a self-service duration within a specific time band. For example, a designer can use this report to see that 30% of sessions had a self-service duration between 0 and 30 seconds.

Updated Reports/Datasets

  • Disp WorkType Summary Disps Dataset
    • WorkType name has been added to this dataset which will now allow you to see data such as dispositions and interactions offered for a WorkType.
  • WorkType Summary without DNIS Dataset
    • ASA (average speed of answer) data has been added to this dataset. This will show you the average amount of time it took a customer/s to connect with a user during an interval.
  • WorkType Summary Dataset
    • ASA (average speed of answer) data has been added to this dataset. This will show you the average amount of time it took a customer/s to connect with a user during an interval.
  • WorkType Summary Dashboard Dataset
    • This dataset had two columns, “Max Handle Duration” and “maxHandleDuration” that both showed the same data value in different formats. In an effort to remove the duplication, one of the columns was renamed to “maxHandleDuration_deprecated”. In the future, this column will be deprecated but in the meantime, it still exists to give customers enough time to make necessary adjustments and start using the “Max Handle Duration” metric.
  • User Event Details Report
    • Added “User” prompt to the report which gives you the ability to view the data based on selected users in this prompt.

ALVARIA CLOUD CX

Advanced Notice for Behavior Change in XSLT Expression Function
There was a bug in JDK that caused indention to be removed when using the XSLT transformation. This bug will be fixed in the upcoming September release – customers who are using the XSLT function and rely on the removal of the indention, need to review and adjust their applications prior to the September 2022 release of this XSLT Expression Function behavior change.

For complete information on the June feature updates, view the Alvaria Cloud Platform New Feature Update June 2022.