We are thrilled to announce a range of new features and enhancements to our platform, designed to streamline your operations and provide an even more robust and comprehensive call center experience. These updates reflect our commitment to continuously improving our platform based on your feedback and needs.

New Call Tagging

You can now add tags to calls for improved categorization and tracking. This feature is essential for identifying patterns and trends, making it easier for your team to conduct detailed call analysis, streamline follow-up actions, and enhance customer service.

 New Agent Live State Update

When you navigate to the Live Dashboard page, you can now see how much time each agent has spent in each status throughout the day. This feature provides constantly updated numbers to help you monitor agents if they exceed certain durations, such as long breaks or calls.

New Ringing and Hold Time in Call Log

To help you optimize your call handling times, we have introduced 'ringing time' and 'hold time' fields to our call log page. This feature allows you to see how long a call rang before it was answered and how much the customer was put on hold during the call, providing valuable data to improve your call response times and overall customer experience.

New Custom Away Reasons during ACW

Recognizing the need for flexibility in agent statuses, we have added a feature that allows agents to change their 'Away Reason' while in After Call Work (ACW) status. This provides greater clarity into agent activities, leading to improved workforce management and agent productivity.

Improvement Increased Export Limit

We understand the importance of having comprehensive data at your fingertips. To facilitate this, we've increased the call export limit from 20,000 to 50,000 records. This expanded capacity allows for more thorough data analysis, helping you gain deeper insights into your operations.

We are confident these updates will significantly enhance your team's productivity and overall user experience with Maqsam. As always, we appreciate your continued support and feedback as we strive to make our platform the best it can be.

New  Call Transcription Feature

Going through and listening to hundreds of calls looking for a particular keyword can be time-consuming. To help our customers, Maqsam has introduced a new transcription feature that converts call voice recordings into searchable text and sentences. On top of that, admins can set up alerts to be triggered in the presence of a specific keyword that has been spoken during a call.

If you wish to learn more about the benefits of this feature, please get in touch with our Customer Success team at [email protected].

New  Call and Recording Timeline

Sometimes calls can be transferred between agents, which makes it hard to track the call timeline, so a new call timeline table has been added to the call page to help admins figure out the interaction between customers and agents in chronological order. 

New Campaigns Improvements

Campaigns are an essential part of any call center. To allow for more flexibility, we now offer more control over the campaign settings; admins can edit already existing campaigns. Also, a new set of data cards were introduced to help you get the latest stats about your campaigns.

Improvement Default Language Setting

Maqsam was designed from day zero to support the Arabic language and to help our customers and agents we now save your default language setting so that even if you open Maqsam from a different device, you will always be served by the language you have chosen. The default language can be set on a per-user basis from the Settings page.

New New Integrations Added

We are growing our integration collection, recently our team have worked on adding two new integrations; Salesloft and Pipedrive. Salesloft is a sales engagement platform and Pipedrive is widely used CRM. We are continuously working to add more integrations to our collection, you can always check our integrations page to learn about our integrations.

New Tel Links Support

We have added Tel Links support now, you can use Maqsam's dialer as your preferred dialer and use it with telephone links on the web to call any number you see. You can enable it directly from your Account Settings

New WhatsApp Voice Recording Support

Voice recording is part of our daily life nowadays, and to keep up with the market demand; we are introducing voice recording to our WhatsApp feature; your agents can interact with your customers using voice recordings easily. Are you using our Whatsapp feature? If not, please reach out to our Customer Success team to start using it!

New Revamped Billing Section, Access Invoices, and Statement

We have revamped our Billing section and added more data to it. Now you will be able to view and download all of your invoices in addition to viewing and downloading your account statement at any time. We have also introduced an option for you to be alerted whenever any of your agents are added or removed.

New Call Numbers from Calls Page Directly

Improvement  Better Filtration and Export Experience

We have been improving the filter and export experience in Maqsam; the newly introduced experience will allow you to do more with filter and export. You have the ability to export your Maqsam's data and use it anywhere. 

IMPROVEMENT Improved User Association

We have improved how you associate your CRM or Helpdesk users with your Maqsam users, you will now be able to automatically associate them with one click only instead of having to go through them one by one.

Improvement Notify Conference Parties Before it Ends 

Our Conferencing API now allows you to play any custom audio file for both parties of the conference when before reaching the set timeout duration of the conference. Check our API Suite to learn more about our APIs.

A new toggle has been added to the FreshDesk integration section to allow you to choose if you'd like to create tickets for calls made by agents with no associated FreshDesk users. 

You can now add automated replies to your WhatsApp Maqsam integration during and outside your working hours. To request the feature, please get in touch with our Operations Team at [email protected]

A new toggle on the Agent last 24 hour activity card has been added to allow you to include or exclude an agent's busy state.

Our Android mobile app now supports signaling DTMF tones using the dial pad. 

We now support uploading your custom reports to your Amazon S3 buckets for maximum convenience. For more information on how to get your reports to your S3 bucket, please get in touch with our Customer Success team.

Results on Call Log API are now in descending order as well as the Callee and Callers numbers are now visible. Please contact Maqsam Customer Success if more information is needed.