Volume 14, Issue #08: August 2023
IN THE NEWS
Gamification in the Contact Center
Gamifying call center analytics not only makes it more pleasant for managers to monitor operator performance, but it can also result in agents getting a boost of morale from the camaraderie that is fostered through friendly competition and receiving performance feedback in a fun way.
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Software Release
The following software versions have passed Amtelco quality assurance testing and are ready for general release. Click on the links below for detailed information on what is included in each release.
IS Server v5.05.8607.29482
IS Web Agent v5.05.7605.49
IS – Script Event Tracker
The Intelligent Series (IS) Script Event Tracker enables supervisors to view and export detailed information about scripting events. A scripting event occurs when an element in a script is used in any of the Intelligent Messaging applications such as MergeComm, Web Agent, Soft Agent, Infinity Telephone Agent, and miTeamWeb.
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Telescan – Secure Delivery for Intelligent Series
As part of the ongoing effort to offer the latest products and features to our Spectrum users, we are happy to announce Spectrum Secure Delivery (SD) for Intelligent Series (IS). Using Web Agent, secure messages can be transmitted to SD users. The SD user is able to send replies that will show as an unsolicited inbound message for the agent.
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Employee Spotlight
Ryan Loos – Technical Documentation Writer
Even though most customers have never met or spoken with Ryan Loos, they are all familiar with his work for Amtelco. Ryan was hired in April 2022 as a Technical Documentation Writer to produce user guides and white papers that describe how to use various Amtelco features and applications. Ryan attended the University of Wisconsin at Stevens Point and graduated with a bachelor’s degree in English and double minors in Professional Writing and Biology.
“Recently, I have been working on producing the Script Editor Reference Guide for the new Active Insights Platform,” says Ryan. “It’s been fun seeing how everything works together.” Active Insights is Amtelco’s first native cloud-specific development to quantify and interpret call analytics. Active Insights automatically rates calls using customized scoring scripts, provides detailed statistics, allows access to screen and call recordings associated with stored calls, and generates call transcripts from call recordings.
In his free time, Ryan enjoys playing video games, reading, writing, learning new things, or spending time with his cats. He says, “We have two sweet cats, one black and one tabby grey. They are named Zagreus and Zer0, respectively. We got them a couple of days before I started at Amtelco!”
Three Random Things to Know About Ryan
1. Where would you go if you could visit anywhere in the world you’ve never been to? I think it would be fun to see the Amazon rainforest.
2. If you could eat anything in the world right now, what would it be? If I could eat anything right now, it would probably be sushi from a high-end restaurant. I’m a sucker for sushi.
3. What’s your favorite quote? “Words are pale shadows of forgotten names. As names have power, words have power. Words can light fires in the minds of men. Words can wring tears from the hardest hearts.” – Patrick Rothfuss, in The Name of the Wind.