New Features and Improvements - April 2023

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.