Product Enhancements Feed

To help distinguish campaigns for calls sourced from Marketing Edge, the report will now show each unique campaign-number as a separate row (instead of grouping by name) so users can assess campaign performance more granularly to identify problem numbers and help with campaign performance ROI. Additional details are available for Marketing Edge campaigns when hovering over the campaign name. We also fixed an issue where (n/a) campaigns showed a significantly higher number of calls than actual, although this was only a display issue in the report and the data integrity was intact

Powered by Marchex’s advanced generative AI, Call Summaries automatically extract the actionable insights from call recordings and transcripts to produce concise, objective accounts of customer interactions, without the need to listen to the recordings and take manual notes

Call Sharing mobile UX enhancement: Overlay for sharing calls via email responsively adjusts to available screen space for optional comments and may now be used from a mobile device

Per request from multiple customers, we are enhancing the email template when calls are shared to include a link to the call details in Engage/Spotlight. This is in addition to the link the call recording that continue to be included

The system already automatically scrolls through transcripts during call playback. Now it will stop auto-scrolling when a user manually scrolls to another section of the transcript during playback. Selecting “RESUME AUTO-SCROLL” allows auto-scrolling to continue

Save time, improve agent performance, and elevate customer satisfaction with AI-driven outcome and agent-focused summaries

To comply with data retention policies, custom date filter selections on analytics reports are limited to the last 18-months or the Spotlight start date if it is set to more recent than 18-months. Custom time frame start date will show greyed-out values for dates not meeting these criteria

Spotlight/Engage now supports case-insensitive transcript searching using phrases in addition to the existing keyword search. The system will return calls that match all of the criteria searched

Information contained on the Call Volume & Handling page may now be exported into CSV format. The export includes all organization levels visible on the page and even includes organizations below the minimum number of calls required for ranking, so the call counts align. This is intended for users to pivot the data themselves and is not intended to join with other data in a BI environment