CallCopy, a provider of call recording and contact center solutions, announced today the availability of cc: Discover 5.1, an updated version of the company's flagship workforce optimization suite.
cc: Discover version 5.1 features a new widget-based dashboard that enables users to create customized views of data on a single page. Individual widgets can be configured to display quality assurance (QA), performance metrics, and more. Additional widgets can be downloaded from cc: Community, CallCopy's customer success portal.
Version 5.1 also includes an enhanced interaction playback interface. Users can now access key information related to customer interactions by toggling on or off data points associated with individual interactions, such as speech and desktop analytics, crosstalk, silence, bookmarks and blackouts, allowing them to visualize complex data, with the ability to drill down into the data as needed.
System availability was improved in cc: Discover version 5.1 with automatic core failover recovery that allows the primary server to automatically take over from the secondary server when it comes back online.
"This is a significant change in itself, but is especially notable since it came directly from the feedback of our most involved users," said Jeff Canter, president and CEO at CallCopy, in a statement. "We always listen to our customers' comments and strive to dynamically adapt our solutions to fit their changing needs."
Several updates were made to the cc: Clarity workforce management module to improve management efficiency. Management can now customize time off request parameters, set non-standard business weeks, customize overtime and maximum/minimum hours worked thresholds and perform bulk updates to schedules, events and calendars. In addition, managers can monitor agent application usage and view their desktops from directly within the WFM roster.
"cc: Discover 5.1 is a major update that enhances the value of our solution for both agents and management," added Canter. "It offers new tools for managers to more efficiently handle their workforce, expanded Cisco integrations and a dynamic dashboard for monitoring center operations."
Multiple enhancements with Cisco are also included in version 5.1, including integration between cc: Clarity and Cisco Unified Center Express (UCCX), a secure customer interaction management solution built for contact centers in midmarket, enterprise branch, and corporate departments. Improved Cisco Contact Center support is also featured in this version, with UCCX High Availability mode support, UCCX/UCCE Agent Syncing and survey linking to individual agent interactions.