New features, fixes and enhancements, including Inbound and Outbound Call Reports
PowerDialer Spring ’19 Release Notes
We are excited to announce the PowerDialer for Salesforce Spring 2019 release. This release includes new features, fixes and enhancements.
When will the release happen?
Enhancements will be released in two parts:
- The first part of this release will occur on Thursday, May 23rd at 10:00 pm MDT. The appropriate Salesforce package will be available the following Monday, May 28th.
- The second release will occur by the end of June and include the Inbound/Outbound Calls reports. A more precise date will be released as we get closer. This release is a backend update only and does not require a package update, nor does it affect any other features.
How do I get the enhancements?
To get these latest features from the first release, please install the latest version of the PowerDialer for Salesforce from the Salesforce AppExchange here.
Customers need to at least have the 19.1 release package installed. That release includes the updated Insidesales Tab UX enhancements that contain links to the new reports.
Key Enhancements
New: Inbound Calls Report (JUNE 2019)
Previously, managers did not have in-depth visibility into inbound call performance. They asked for greater access to their call data so they can make better decisions. In addition, managers don’t always have Salesforce resources to build them the reports they need and some call information is not available within Salesforce.
In response to our customers’ needs, we are providing real-time visibility into inbound calls, specifically as they relate to the performance from various call paths. Managers can see which paths are performing well or poorly. For example, you can also filter results to expose trends by specific users, roles, dates, hours of the day, days of the week, call path and call dispositions. Managers can also view call details, dispositions and listen to call recordings below the summary, in the call details section of the page. In addition, call data can be downloaded from this report for further analysis by customers.
The following screenshot depicts the Inbound Calls Report showing the ‘Results by Call Path’ summary.
Summary Chart: Default chart with informational hover. This is ideal to see total call and dispositions volume by call list.
Summary Chart: Results over time (By Hour of the Day) with informational hover. This is ideal to understand call volume and disposition trends by the hour of the day.
Summary Chart: Results over time (By Day of the Week) with informational hover. This is ideal to understand call volume and disposition trends by the day of the week.
NEW: Outbound Calls Report (JUNE 2019)
Previously, managers did not have in-depth visibility into outbound call performance. They asked for greater access to their call data so they can make better decisions. In addition, managers don’t always have Salesforce resources to build them the reports they need and some call information is not available within Salesforce.
In response to our customers’ needs, we are providing real-time visibility into outbound calls, specifically as they relate to the performance from various call lists. Managers can see which paths are performing well or poorly. For example, you can also filter results to expose trends by specific users, roles, dates, hours of the day, days of the week, call list and call dispositions. Managers can also view call details, dispositions and listen to call recordings below the summary, in the call details section of the page. In addition, call data can be downloaded from this report for further analysis by customers.
Calls that originate outside of a list will be grouped together into a single line item in the summary.
The following screenshot depicts the Outbound Calls Report showing the defaulted ‘Results by Call List’ summary. It also shows the hover over available for each row in the summary that shows the breakout of dispositions for each list as well as the number of records presented to an agent and the number of calls made, thereby revealing the number of records that they skipped.
Summary Chart: This is ideal to see call totals and trends by disposition.
Notes For Inbound And Outbound Reports:
- PowerDialer customers must have at least the 19.1 release package installed in order to access these new reports through the reporting links displayed on the updated Insidesales Tab.
- This release of the Inbound Calls Report will not display the individual steps that each call went through as it moved through the call path. Our next release of this report will include the ability to drill into call path steps and analytics for each call.
Other Improvements:
Click to Call – List progress on Domino Lists reports shows “An error occurred, please try again”.
*Click to Call – Can’t place calls via click-to-call on ‘UM’ instances of Salesforce.
Inbound – Auto Ready for inbound doesn’t work when doing a transfer.
Acct Management – In some rare scenarios, deleted users were still taking up licenses.
Voicemails – Pre-recorded voicemails will now be alphabetized in the menu for easy organization and access.
*Call Log – Corrected an issue where a small number of tasks did not successfully have a call duration sync.
*Seek Lists – Fixed an issue where periods in phone numbers were preventing them from being presented in Seek lists automatically.
*Seek Lists – Seek list is not pulling in records where the phone number is not in E.164 format.
Seek Lists – Seek lists are sometimes not presented as an ‘Active Dialer List’.
*Seek Lists – Add “Last Modified” information to the Seek list listing page.
Domino Lists – Activating a Domino lists skips the first record in the list.
*Dialer Panel – Fixed an issue where the click to call panel could expand in SF Lightning on some occasions.
*Dialer Panel – Ability to hide/show the ‘Reset Form’ button in call log.
*UX – ‘Create List’ and ‘Manage List’ buttons were not working in lead list view.
UX – Breadcrumbs links returning to old Insidesales tab page.
*SMS – ‘Cannot Send Text’ error on package 6.64.3.
*Call Monitoring – Add the queue name of the call to call monitoring.
Telephony – Prevent duplicates in event storage.
* Package update required
