What's New?

We’ve introduced the ability to manage retention settings for files and conversation recordings separately. Organizations can now define distinct storage periods for files—such as documents and attachments—independently from call or chat recordings.

This flexibility enhances compliance with regulatory requirements and internal policies, allowing more tailored data lifecycle management. Files can now be retained for shorter periods than conversation recordings, aligning with specific business or legal needs.

Additionally, this separation improves data access control and security, enabling differentiated handling based on data type.

To improve customer service during periods of high demand, we’ve introduced a new feature that displays a dedicated notification when a customer has been waiting in the queue for an extended time—typically due to advisor unavailability. This proactive communication helps manage expectations and enhances the overall experience.

For calls assigned to a skill group, system administrators can configure the specific wait time after which the notification is triggered.

Once the defined threshold is reached, the client’s application displays a screen informing them of advisor unavailability, presenting two clear options:

• Wait – remain in the queue.
• Disconnect – exit the call.

If the client opts to disconnect, the call is removed from the queue and marked as an Abandoned Call. This feature ensures transparent communication during long wait times and empowers customers to make informed decisions.

The calendar module now supports email integration, ensuring that every scheduled meeting automatically triggers an email notification. Advisors receive a meeting invitation with an option to save it directly to their Outlook calendar, streamlining appointment management.

This feature helps reduce missed meetings and improves time coordination between clients and advisors. Each notification includes key meeting details—such as date, time, and access instructions—enhancing clarity and preparation.

By eliminating the need for manual calendar updates, the integration boosts efficiency. Outlook synchronization also enables users to set reminders and stay organized with ease.

The Last Contact Agent (ORA) feature enables authenticated customers to be automatically routed to the agent they last spoke with. This improves efficiency by allowing agents to handle cases with full context, reducing repetition and speeding up issue resolution. By ensuring continuity in customer interactions, ORA enhances both service quality and customer satisfaction. 

Business Impact and Benefits 

With ORA, organizations can streamline operations and optimize resource allocation. Customers no longer need to explain their cases multiple times, reducing frustration and increasing engagement. For agents, having prior knowledge of the case leads to faster resolution times and a more personalized service experience. This approach also minimizes unnecessary call transfers, improving operational efficiency and lowering handling costs. 

Smart Routing and Configuration 

Administrators can configure ORA settings in the system’s Business Line Routing Parameters section. Key options include enabling or disabling the feature, setting the timeframe for valid last-contact routing, and ensuring connections are only directed to logged-in agents. ORA prioritizes previous agent assignments over skill group routing, ensuring a smoother experience for returning customers. 

Data-Driven Insights and Optimization 

By reducing the number of repeated explanations, ORA improves first-contact resolution rates and shortens call durations. Contact centers can analyze call routing trends to refine their service approach further. Studies suggest that eliminating repeated case explanations can increase customer satisfaction by 20-30% while also reducing operational workload. 

With ORA, organizations not only enhance service efficiency but also build stronger relationships with customers through seamless, contextual support.