What s New in Ifbyphone Version 3.2?

Transcription

1 What s New in Ifbyphone Version 3.2? Ifbyphone Version 3.2 includes a variety of new and improved applications and features. We ve integrated your feedback into enhancements including new Home Page Dashboards, new and updated reporting, Call Distributor Version 2, Pooled Numbers functionality for online call tracking, and more. This guide will serve to explain changes and new features throughout the Ifbyphone portal. All of your existing applications and configurations will continue to function as they did in the past, but you will notice portal enhancements as well as new applications and reports. 1. HOME PAGE ENHANCEMENTS NOTIFICATION MESSAGES A notification bar has been added to the top of the home page to keep you up to date on new applications, feature enhancements, and alerts from Ifbyphone. Simply click the dismiss message link to remove a notification. DASHBOARD GALLERY Customize your Ifbyphone home page by selecting from several new Dashboards that allow you to better monitor the applications that you use most. New Dashboards provide relevant graphs and reporting that make managing your account easier than ever. Select from the following Dashboards: Overview An aesthetic upgrade to the traditional Call Summary graph, this Dashboard gives you an overall glimpse of activity in your account. Select the time frame of interest from the drop-down menu in the top right to view the number of inbound, outbound, Voice Broadcast, and Click-to-Calls for that time period. This Dashboard also shows upcoming Voice Broadcasts and Conference Calls. Call Tracking Designed with call trackers in mind, this Dashboard displays call data for your 10 most active phone numbers over the selected time frame. Data includes, unique callers, call duration, Dynamic Number visits, and call conversion rates. Click on a phone number to view the Call Detail Report for that number and analyze individual calls in further detail. Notifications This Dashboard provides statistics on active, upcoming, and completed Voice Broadcasts including the percentage of calls that reached a live person, an answering machine, or a busy signal. Pollsters View real-time results for your VoteByPhone Polling Events using this home page Dashboard. Select the desired Polling Event from the drop-down menu in the top right. When you login to Version 3.2 for the first time, the Dashboard Gallery will be displayed at the top of your home page allowing you to select one. Use the arrows to browse and click the Select This Dashboard button when you find the one that s best for you. To choose a different Dashboard, select the link to show the Dashboard Gallery. For assistance, call the Ifbyphone Customer Success Team at

2 ACCOUNT USAGE A new dialog box has been added to the home page containing information on the applications you re utilizing in your account. Applications included in your package that are not in use are listed at the bottom. Click on the name of an application to navigate to its main page and see what you ve been missing. 2. REPORTING ENHANCEMENTS NEW DESIGN FOR EXISTING REPORTS In addition to a variety of new reporting, we ve created a new look and feel for our existing reports. We have added graph generators, the ability to easily filter by clicking a column header, enhanced pagination, and more. Check them out under the Reports tab. This new reporting format will not apply to Scheduled Reports. An example of the new reporting format is shown below. ADJUSTMENTS TO THE REPORTS TAB To accommodate for new reports, we have some sub-menus and reorganized the Reports Tab. Note: Depending on your account type, you may not have access to all of the reports mentioned in this section. Legacy Reports: Find the following reports under the Legacy Reports sub-menu: Call Count Report The Traditional Agent Report (New Agent Report under the Call Distribution tab) The Traditional Call Detail Report (Call Detail Report V3 under main Reports tab) Find Me Reports: Find these reports under the Find Me Reports sub-menu: Find Me Attempt Report Find Me Summary Report For assistance, call the Ifbyphone Customer Success Team at

3 Broadcast Reports: Find these reports under the Broadcast Reports sub-menu: Broadcast Report Broadcast Opt Out Report Can t find the report you re looking for? Call the Customer Success Team at NEW REPORTS We have developed several new Call Tracking and Call Distributor Reports. Read about them below. INBOUND CALL SUMMARY REPORT (BETA) The Inbound Call Summary Report provides an overview of inbound activity for your account. It provides data broken down by individual phone numbers such as the number of unique callers, average duration, and total minutes. You can also see the percentage of total calls and minutes that individual numbers make up. This report is especially useful for customers that are managing multiple clients from one Ifbyphone account. Using Campaigns, you can easily provide summary data on clients inbound numbers and easily determine the total minutes a client has used for billing purposes. DYNAMIC NUMBERS MATCHING REPORT (BETA) Designed for customers using our Dynamic Numbers application, this report shows the number of times your Match Terms result in the display of a phone number on your website. View referral data for a single phone number, or select all numbers for a high level view of how people are finding your landing pages. This report is especially valuable for pooled numbers, which are displayed for one of several referral sources. CALL TRACKING ANALYZER (BETA) The new Call Tracking Analyzer provides an overview of inbound call activity tailored to online marketers and call trackers. Compare the total calls each number receives to the number of unique callers. Specify a minimum call duration to filter out callers that don t make it through your screening process. If you re using our Dynamic Numbers application, view the conversion rate for insight on how often web visitors are calling from different referral sources. If you are not using Dynamic Numbers, you will not see visit or conversion data. Click on a phone number to navigate to the Call Detail Report for that number to look at individual calls in more detail. For assistance, call the Ifbyphone Customer Success Team at

4 CALL DISTRIBUTOR AGENT MODES REPORT (BETA) The new Agent Modes Report makes monitoring your Call Distributor Agents easier than ever. In coordination with the new Agent Modes available in Call Distributor Version 2, you can now analyze the amount of time your agents spend on calls, available to take calls, on breaks, and more. This report also supports the traditional modes available in Version 1 Call Distributors. CALL DISTRIBUTOR QUEUE STATS REPORT (BETA) Now you can view the statistics from your Call Distributors Manager Panel over a historic time frame broken out by date or time. View statistics that can help you optimize your Call Distributor Queue such as the percentage of calls answered, caller hang-ups, wait time exceeded and more. The Queue Stats Report supports both Version 1 and 2 Call Distributors. CALL DISTRIBUTOR AGENT REPORT (BETA - V2 ONLY) Enhancements to the previous Agent Report enable you to see statistics for your Version 2 Call Distributor Agents over a time frame of your choosing. View information such as the number of calls connected, denied, unanswered, and more broken down by agent. Note that this report only supports Version 2 Call Distributor Agents. 3. CALL DISTRIBUTOR V2 (BETA) Take your virtual call center to the next level with the BETA release of Call Distributor Version 2. While your existing Call Distributors will continue to work just as they did in the past, you can now create a Version 2 Call Distributor and take advantage of a variety of new features. Additional Agent Modes allow you to monitor the amount of time your agents spend on calls, waiting to take calls, on breaks, and more. Application Transfers enable agents to re-route callers to another phone number or application. New reporting makes managing your Call Distributor easier than ever. Take a look at the Call Distributor Version 2 Jumpstarts on the Tutorials page (available upon release) for full details on what s new. Here are a few of the highlights: NEW AGENT MODES For Call Distributor Version 2, we ve added new Agent Modes to help you better monitor how your agents spend their time. Use the new Agent Modes Report to view this data for a historical time frame. For assistance, call the Ifbyphone Customer Success Team at

5 *These modes cannot be manually selected by an agent or manager. An agent is automatically set to these modes under the appropriate circumstances. Open Mode: The Open mode indicates that an agent is available and ready to receive calls. If any agents are in the Open mode, callers will bypass the queue and immediately begin transferring to an available agent. Active Modes: These modes indicate that an agent is actively logged into the Call Distributor but not currently available to take a call. If no agents are Open but at least one agent is in an Active Mode, callers will be placed in queue to wait for an agent to become available. Inactive Modes: These modes indicate that an agent is unavailable to receive calls in the near future. If all agents are in Inactive Modes, the caller will be automatically routed to the No answer action application configured on the Call Distributor List Configuration page. APPLICATION TRANSFERS Version 2 agents can transfer callers to another phone number or Ifbyphone application via the Agent Panel. Re-route a caller that mistakenly reaches the Sales Call Distributor to your Support Distributor. Transfer a caller to a follow up satisfaction SurVo. Forward a caller to another phone number, and more. 4. DYNAMIC NUMBERS ENHANCEMENTS POOLED NUMBER ASSIGNMENT (BETA) Our new "Pooled Numbers" for online call tracking offers a whole new level of analytical capability. Rather than assigning a phone number to a single keyword, domain, or PPC ad, you can now use a pool containing less phone numbers than the total number of referral sources you wish to track. Then, when a visitor browses your website from a specified referral source, a number from the pool will be displayed to the visitor for a limited amount of time. Once the time window has expired, the phone number goes back into the pool to be used for another traffic source. The new Call Analytics Impressions Report and Call Tracking Analyzer Report allow you to view which traffic sources generate phone calls, and also calculate the conversion rates for each phone number. For assistance, call the Ifbyphone Customer Success Team at

6 While less accurate than dedicated Dynamic Numbers, pooled numbers more easily accommodate large campaigns with thousands of keywords. At Ifbyphone, we are committed to providing a range of call tracking options, both dedicated and pooled numbers, tailored to meet the needs of any size business. Please don t dive into pooled numbers without a buddy from Ifbyphone. Call your account manager or the Customer Success Team for information about BETA testing. PORTAL ENHANCEMENTS We have redesigned the interface for configuring Dynamic Numbers to account for Pooled Assignments and to make configuration easier as a whole. There is no need to change the code on your websites or adjust your configurations if you had existing Dynamic Number sets prior to the release of Version 3.2. You will find your existing Match Terms under the Direct Assignments tab and your default number under the Default Number(s) tab. The Javascript code for your site is now located under the tab on the right hand side. The Pooled Assignments tab is disabled by default. Contact your account manager or the Customer Success Team for details on BETA testing this new functionality. For additional information or questions regarding any of the enhancements in Ifbyphone Version 3.2, contact your account manager or the Ifbyphone Customer Success Team at For assistance, call the Ifbyphone Customer Success Team at