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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 2021 R3

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 No 2021 R3
Email, Download, Schedule  Reports ICBM for Supervisors Yes Yes
CX Insights No 2021 R3

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

  • 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