In this release, there will be some important changes to the NEON Admin application which will allow greater flexibility to the end user.  One of the changes is that the application will allow contact centres to parameterise and store configurations of complex flows in Amazon Connect.

The other major change is a newly built interface for the NEON Admin application that will allow contact centres to define custom date schedules, for instance for public holiday closing dates for your business.  This would include multiple schedules and will cater for different time zones.

There are also a few fixes to the NEONNOW application to better enhance the end-user experience.  We are also removing the legacy wallboard page.

If you would like to talk about how you could include these features, please reach out to sales@cloudwave.com.au.

Overview 

The goal of operational parameters for NEON release 3.14 is to provide implementers such as architects and engineers to design data-driven contact flows.  By using a new NEON Admin UI, implementers and call centre managers can use parameterisation through toggles within the application to configure the contact flows

There will also be the removal of legacy wallboard page.

1. Operational Parameters

1.1 Adding a New Parameter 

-  The parameters that are set within the NEON Admin application will allow Amazon Connect to query the values for the parameters that have been set up.  The user can add a new parameter or edit an existing one.

1.2 Delete a parameter

- A user can delete a parameter within the NEON Admin application.

Custom Schedules will allow NEON Admin users to define custom ‘schedules’. A schedule has a name and a time zone.  Multiple ‘schedule dates' can be added as required against this ‘schedule’  These can form part of holiday operational hours.

2. Custom Schedules

 2.1 Add a new schedule

- The user of NEON Admin application can create a custom schedule by selecting date ranges and has the ability to create multiple custom schedules.

2.2 Delete a schedule

- The user can delete an existing schedule.

3. Fixes and Enhancements

- Enhancements to onboarding flow for new customers

- Fix for some US phone numbers when setting up an organisation in the CCaSS onboarding process

- Removal of legacy wallboard page

- Visual fix for sub menus in the navigation side bar

This release of NEON will roll out new enhancements to After Contact Work, the NEON Softphone, a clearer UI and several fixes!🎉

After Contact Work - The interaction outcome area can now be hidden if you don’t want to use wrap codes or notes. If you’d like this to be hidden, please reach out to your account manager.

Transcript - When Concierge is integrated, the transcripts will now be automatically expanded.

Softphone Landing Page - When there are no active tasks, agents will now always have access to the “No Active Tasks” page.

Admin App - new customer sign-up improvements!

🐞Fixes:

- Agent status: a scroll bar is now shown on the status dropdown.

- Attached Data: Attached data are now correctly scrollable on small screens.

- Columns: All columns in the agent workspace will now scroll as expected.  Previously on screens with smaller resolutions, some of the controls were hard to navigate.

3.11.0 comes with an enhanced After Contact Work (ACW) and various security updates and enhancements!

ACW – ACW boosts agents’ productivity by allowing them to fill out wrap-up codes and interaction notes during and after each call, chat, and agent task.

Admin ACW - admins can easily customise wrap-up codes to fit the specific needs of their contact centre, by assigning codes to different queues.

Admin App - We've made several improvements to the admin system, including refactoring and fixing bugs that have been identified.

Security Enhancements – as part of our ongoing service improvement, we have made additional security improvements.

If you would like to learn more about our new ACW feature, you can visit our help docs at https://help.cw-neon.com/help/category/neon-admin/after-contact-work/

We’ve now added some shortcuts to the NEON softphone that’ll give you quick access to these NEON pages. 🎉

When you click the shortcut, we’ll open a new full-screen tab to the desktop version of the page.

Note: You won’t be able to refresh or bookmark these opened shortcuts; you’ll need to open them from the softphone each time you want to view them.

If you have any feedback, please let us know what you think using the feedback option!

Task Banner: Fix a minor UI issue with tasks in the header.

Dialpad Button:  When the dial pad is small enough, a scrollbar will become visible, improving clarity.

Agent Workspace: Fix UI issues around the inspiration text/options on the empty agent workspace view.

In call control: Fix an issue where the call timer would reset back to 0 when putting the call on hold.

In Conference: Agents are now able to see the correct tooltip for the swap icon in a conference.

Creating Agent tasks in Softphone: Fix a minor UI issue with cut-off date/time fields in Softphone.

Sign out: the option to sign out is now disabled when there are active tasks. Previously, signing out with active tasks would not actually sign you out. We always recommend you sign out of NEON at the end of the day.

Dialpad: you can now immediately type a number when the dialpad is opened without having to click in the phone number field.

Admin, Outcomes: Removed the ability to filter outcomes on their unique ID

Session expiry: You can no longer cancel the page reload when signing out during the session expiry.

Wallboard: Agent stats should now always match Amazon Connect.

Agent stats: Long queue names will now be correctly displayed.

The softphone is a whole new way to use NEON! It's a smaller, optimised version of NEON that is suited to displaying at smaller sizes. 

NEON will automatically switch to the softphone view at sizes of 800px or less. 

You can always view the full NEON experience by viewing NEON on a screen or size that’s greater than 800px. Most agents will not see the softphone view.

Softphone Features

Most features on the desktop view of NEON are available in the softphone. However, there are currently a few things you won’t be able to view. Here’s a high-level list of what you and can’t do: 

✅ Tasks: Chat, Calls (including conferences) & Agent Tasks

✅ Transfers: Transfer to queues, agents & external numbers

✅ Attached Data: Extra information in tasks

✅ ACW: After contact work

✅ Interaction History: Agent records of previous interactions

✅ Agent Stats: Real-time stats for agent queues

✅ Directory: Personal/company contacts & dialpad

❌ Customer Profiles

❌ Dashboards (shortcut to the desktop feature coming in a future release)

❌ Wallboard (shortcut to the desktop feature coming in a future release)

If you want to learn more, visit the softphone help docs.

Agent Stats is a new feature to make it really easy for you to check information about your queues! It provides real-time visibility of contacts. 

For each queue, you can see the number of contacts, the longest waiting, and agents available/ agents online.