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Interaction Web Portal/Marquee Features Impacted
Single stand-alone web portal
There will not be a single web portal that would encompass all the features offered by Interaction Web Portal. External Parties currently having access to all the recordings and metrics data will require access to existing applications and standard licensing.
Customers are advised to start using the below:
- Interaction Connect for Agent Telephony and Quality capabilities – Web Application
- ICBM for all supervisory activities – Thick Client
- CX Insights for all real-time and historical reporting needs – Web Application
Recordings Query and Playback via Web
Currently available in ICBM for supervisors, but efforts are underway to build this feature set in Interaction Connect without requiring VPN connection for agents’ perusal.
| Retiring Features | Replacing Product/Feature | Feature Match | Availability Status |
| Recording querying | ICBM for Supervisor | Yes | Yes |
| Interaction Connect for Agents | No | Tentative H1 2022 | |
| Play/Pause/Navigate through recordings | ICBM for Supervisors | Yes | Yes |
| Interaction Connect for Agents | Partial (access available only to scored recordings via VPN) | Tentative H1 2022 | |
| Download recordings | Export option in ICBM for Supervisors | Yes | Yes |
| Recordings access to external parties | None | No | NA |
Agent Metrics via Web
To view scored recordings, provide sign off or view quality average score, agents require Interaction Quality Monitoring Agent license in Interaction Connect.
| Retiring Features | Replacing Product/Feature | Feature Match | Availability Status |
|
View Scored Recordings and Sign off |
My Quality Results in Interaction Connect for Agents | Yes | Yes |
|
View Quality Scores |
Scorecards in Interaction Connect for Agents | Yes | Yes |
|
Agent Statistics |
Agent Statistics view in Interaction Connect. Agent Details dashboard in CX Insights |
Yes | Yes |
| Quality and Satisfaction Trends |
CX Insights – Designer license is required to design |
Yes | Yes |
View and Request Agent Schedule
- Agents can view their work schedule and request time off via Interaction Connect.
- Licensing requirement: Interaction Optimizer Schedulable & Interaction Optimizer Client Access are required.
- Supervisors are recommended to manage schedules via ICBM.
| Retiring Features | Replacing Product/Feature | Feature Match | Availability Status |
| View Work Schedule | Interaction Connect for Agents | Yes | Yes |
| Request Time off | Interaction Connect for Agents | Yes | Yes |
| Manage Schedules (Supervisors) | ICBM for Supervisors | Yes | Yes |
Statistical and Historical report access via Web
- Premise customers are recommended to purchase CX Insights Designer licenses to create reports/dashboards of their choice starting 2021 R3.
- PCC Customers must contact Avtex for their PowerBI solution.
| Retiring Features | Replacing Product/Feature | Feature Match | Availability Status |
| View Real-Time Stats | Real-Time dashboards in CX Insights | Yes | Yes |
| View Historical reports | ICBM for Supervisors | Yes | Yes |
| Design reports in CX Insights | Yes | Yes | |
| Email, Download, Schedule Reports | ICBM for Supervisors | Yes | Yes |
| CX Insights | Yes | Yes |
Live Monitoring via Web
- Agents are recommended to handle live calls and capture notes for each of them via Interaction Connect.
- Supervisors are recommended to use ICBM to perform live monitoring of Interactions. Supervisors can also perform random live call monitoring via ICBM itself and capture notes in attributes and tags.
| Retiring Features | Replacing Product/Feature | Feature Match | Availability Status |
| Live Monitor Interactions | ICBM for Supervisors | Yes | Yes |
| Interaction Connect for Supervisors | No | No | |
| Random Call Monitoring | ICBM for Supervisors | Yes | Yes |
| Interaction Connect for Supervisors | No | No | |
| Record Call | Interaction Connect for Agents | Yes | Yes |
| Capture Notes | Interaction Connect for Agents | Yes | Yes |
| ICBM for Supervisors | Partial | Partial |
Interaction Marquee
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Premise customers using Interaction Marquee are advised to purchase CX Insights licenses for real-time reporting needs.
-
PCC Customers are advised to approach Avtex over AppFoundry for real-time reporting needs.
| Retiring Features | Replacing Product/Feature | Feature Match | Availability Status |
| Agent and Workgroup Real-Time Dashboards | CX Insights | Yes | Yes |
| Additional real-time stats via ICWS integration | CX Insights | No | Tentative H1 2022 |
| Data export in XML format | CX Insights | No | TBD |
| Integration with Inova | CX Insights | Yes | Yes |
| Wall-board projection | CX Insights | Yes | Yes |
| Real-time dashboard designer | CX Insights | Yes | Yes |