Alvaria Cloud New Features Being Released in March 2022

Alvaria is committed to providing our customers with industry-leading contact center solutions that help you efficiently run your large call center while also delivering seamless customer and agent experiences. Here’s a list of the new Alvaria Cloud capabilities coming in March 2022.

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

My Account  |  Alvaria View  |  Compliant Outreach |  Reporting

My Account

Upcoming Features Overview
A URL link is now present that goes to a web page providing monthly updates on upcoming features.

Alvaria View

WhatsApp Enhancements to Chat
Alvaria Cloud chat worktypes can now be configured to receive WhatsApp messages.

Upcoming Features Overview
The same “Upcoming Features” mentioned above, is also available with Alvaria View (a URL link that goes to a web page providing monthly updates on upcoming features.).

Compliant Outreach

Enhanced Limited Contact Message (LCM) Support
The configuration has been enhanced to allow a “Play Message” option for the Routing field.

Reporting

New Historical Customer Experience Reports to help with administration, application development, navigation and analysis

New reports include:

  • Channel and Driver Usage Overview (Administration and Maintenance)
  • Session Volume by Hour of Day (Administration and Maintenance)
  • ASR Event Distribution per Input State (Application Development and Tuning)
  • Caller Exits by Input State (Application Development and Tuning)
  • Input State Statistics by Transition Types (Application Development and Tuning)
  • Search Sessions (Application Development and Tuning)
  • Utterance Analysis (Application Development and Tuning)
    • Utterance Analysis (Text) (Application Development and Tuning)
    • Utterance Analysis (Voice) (Application Development and Tuning)
  • Business Task Completion by Layer States Session Transfers (Business and Caller Analysis)

User Detail Dashboard
The User Detail Dashboard has been renamed to User Interaction Detail Dashboard.

 

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