Spring is all about embracing new prospects with open arms. In that very same spirit, we’re excited to deliver you a recent spherical of latest options and enhancements that we’ve got just lately added to Yeastar P-Sequence Telephone system. Let’s get proper into it!
New Characteristic Roundup – April ’24
Watch this roundup video to compensate for what’s new in Yeastar in below 3 minutes:
Name Heart Resolution Updates
Buyer satisfaction is undoubtedly a prime precedence for each name middle. On this replace, we’ve got enhanced and accomplished our inbound name middle resolution to assist supervisors handle name distribution extra neatly and ship five-star customer support.
Talent-based Routing
Talent-based Routing is a brand new name routing technique added in Yeastar. Because the identify implies, it routes incoming calls primarily based on brokers’ abilities. With Talent-based Routing, clients might be routinely directed to the most expert/certified agent and usually tend to have their inquiries resolved on their first attempt. This helps enhance first-call decision charges and contributes to a passable buyer expertise.
Moreover, by configuring ability ranges for every agent, you categorize brokers into totally different ability tiers. For instance, you might have newbie, intermediate, and knowledgeable. Intermediate and knowledgeable brokers are assigned complicated points, whereas primary inquiries are delegated to lower-skill tier brokers. This dynamic allocation of calls and agent sources ensures environment friendly distribution and dealing with of buyer wants.
💡Professional tip: Combining skill-based routing with precedence queue (launched in our final replace) is a superb technique to enhance name distribution in your name middle. Excessive-priority calls could also be dealt with rapidly by most expert brokers, whereas common calls are additionally distributed effectively relying on agent abilities.
Methods to Arrange?
From the Administration Portal, navigate to Name Options > Queue > Edit > Members. On the proper aspect, you possibly can click on on the little pencil so as to add ability ranges for brokers.
Talent-based Routing is an Enterprise Plan characteristic. For extra info, please go to HERE.
Superior IVR
We’ve enhanced IVR to assist superior settings, equivalent to time circumstances and languages.
Time Situation
Time situation settings inside your IVR system empower you to route calls primarily based on particular time-based guidelines and create refined name routing methods. Let’s take a more in-depth look.
If urgent “1” connects you to Gross sales and “2” to Help.
When making use of the similar time situation rule to all keys:
- Urgent “1” throughout enterprise hours directs calls to the Gross sales queue; throughout after-hours direct calls to the Gross sales group voicemail
- Urgent “2” throughout enterprise hours directs calls to the Help queue; throughout after-hours direct calls to the Help group voicemail
These timeframes (workplace hours, after hours, or a particular time interval) are absolutely customizable to fit your distinctive necessities.
Alternatively, if issues differ amongst departments, you will have the pliability to configure distinct time-based guidelines for every key press. For instance:
- Urgent “1” all the time routes calls to the Gross sales queue, no matter workplace hours.
- Urgent “2” throughout enterprise hours (9 AM – 5 PM) directs calls to Help Queue 1; throughout night time shift hours (5 PM – 8 PM) ship calls to Help Queue 2; after 10 PM route calls to Help group voicemail.
By implementing these time-based guidelines, you make sure that clients are directed to the suitable locations primarily based on the time of day, week, or month.
Language
Along with time circumstances, you will have the power to configure the language of system prompts for every key press, offering clients with a customized expertise tailor-made to their language choice.
As an example, if the default language is English, clients can choose their most popular language by urgent “1” for English, “2” for Spanish, and so forth. As soon as a language is chosen, all the next prompts can be adjusted to the chosen language.
Methods to Arrange?
Within the Administration Portal, navigate to Name Options > IVR > Edit > Key Press Occasion > Superior Settings. For extra details about Superior IVR, please go to HERE.
New Wallboard Views
Wallboards are important elements within the environment friendly operation and administration of a name middle. They supply real-time visibility into important metrics, permitting supervisors and brokers to optimize efficiency successfully.
Enhanced Wallboard View
Enhancements have been made to our Wallboard to present a complete show of aggregated information of all queues in addition to particular person queue metrics. Get a fast look at key efficiency metrics and simply handle your name middle operations.
Along with customizing the Wallboard structure by shifting the widgets round, you can even entry detailed info by clicking on the “Missed Calls” and “Deserted Calls” widgets.
A New Record View
Other than the wallboard view, we introduce a brand new view to show key efficiency metrics in a record format, offering extra comfort for supervisors to evaluate and analyze the efficiency of a number of queues simply.
A button has been added for simple switching between the 2 views. The record view additionally permits fast entry to missed and deserted calls throughout the similar interface.
Auto-Switching
When projecting the Wallboard onto giant screens or screens, you possibly can arrange auto-play intervals to allow automated switching between the 2 views.
Enhanced Queue Panel
We’ve additionally improved the Queue Panel to make dealing with missed and deserted calls way more handy. Click on on these two widgets and you will note a pop-up window displaying the small print. From there, you can also make a follow-up name and replace the standing, all in the identical interface!
Trunk SMS API for ITSP
Thrilling updates on our omnichannel messaging resolution! Along with Twilio, Telnyx, Bandwidth, and Flowroute, we’ve got built-in three new choices for P-Sequence: VoiceMeUp, SIPTRUNK, and VOIP.MS.
Moreover, you now have the power to create your personal customized SMS trunk channels utilizing the Common mode by way of API. This empowers you to supply extra versatile and customizable SMS options to satisfy your clients’ particular wants.
For extra details about Trunk SMS API for ITSP, please go to HERE. Take your customer support to the subsequent degree by connecting your SMS channels with Yeastar at this time!
Yeastar TAPI Driver
A TAPI (Telephony Software Programming Interface) driver is a software program part that permits communication between a pc and a telephony system or system. With Yeastar TAPI Driver, you possibly can click on on buyer numbers inside your CRM to provoke a name by means of the Linkus Desktop Consumer.
Please observe that this model at present helps Click2Call and CTI, with out further capabilities like Hangup, Maintain, and Mute. For extra info, please test HERE.
Different Enhancements
Updates on AD/AAD Integration
Quite than synchronizing all customers, you now have the choice to synchronize solely particular customers to your PBX. In Lively Listing (AD) > Person Synchronization, choose “Particular Customers”. Then, you possibly can search customers by group or group items and look at real-time search outcomes, together with their sync standing. Subsequent, you possibly can choose which customers you need to sync to your PBX and affiliate their corresponding extensions.
For extra details about this enchancment, please go to HERE.
Separated Person Permission for CDR & Recordings
We’ve made it simpler so that you can handle person permissions for CDR and name recordings by separating the settings. Now they are often configured independently, offering extra granularity and adaptability over role-based entry management.
Linkus Favourite Contacts
Along with extensions, now you possibly can add private and firm contacts to your favorites, which can sync throughout all Linkus purchasers. Any more, at any time when it is advisable add a brand new name, add a participant, or switch calls, you possibly can rapidly entry your favourite extensions and contacts on the proper aspect of the decision window.
IMPORTANT NOTICE on Linkus Cellular Consumer
In response to Google’s push notification updates, we’ve got made vital changes. In case you are utilizing the Linkus Cellular Consumer, please be certain that you improve the Linkus app and PBX firmware earlier than June 20, 2024, to keep away from any potential inconveniences.
Please confer with the discharge observe for the total particulars: Cloud Version | Equipment Version | Software program Version
Time to Improve!
We will’t wait so that you can discover every thing that’s included on this replace. Ensure that to test for the newest firmware model and improve at this time! New to our P-Sequence Telephone System? Enroll now for a free trial and all these unimaginable options and extra.
