We’ve just implemented several new features, enhancements, and bug fixes to provide a more streamlined workflow in the Kixie Dashboard. Let’s take a quick look at what’s new. 

New Products

FTC Do Not Call List Blocking

FTC DNC Number Blocking is here!

When toggled ON, agents will see an error message when attempting to outbound dial any number that Kixie's DNC algorithm detects as likely to be on the FTC blocked numbers list. They will see an error similar to when attempting to dial any number on the account's custom blocked numbers list.

Reach out to our support team or your account manager to inquire about adding this product to your account for $20/month, per user. 

Scheduled Reports 

New page under Reporting titled “Scheduled Reports”

On this page, users can create/edit/delete Scheduled Reports. The following reports can be scheduled:

• Call History
• SMS History
• Agent Summary

Reports can be delivered on the following schedules:

• Daily (delivered at midnight every night)
• Weekly (delivered at midnight every Sunday)
• Monthly (delivered at midnight on last day of each month)

Scheduled reports will be delivered to the listed email address(es) on the Options modal. The Scheduled Reports page will show a list of all created Scheduled Reports along with associated details like:

• Active toggle
• Report page to be delivered
• Frequency
• Number of recipients
• Last export date
• Status
  • Lets the user know if the report was delivered successfully or if any errors occurred
• Next export date

Full Range Export - Call & SMS History

On the Call Activity and SMS Activity pages, clicking the CSV button now activates a modal providing an additional option for users to export their entire history in addition to downloading just the single page they’re viewing.

Example: If I’m viewing page 4 of my Call History page, I will see the following modal:

• Default option is for Current Page
• Modal displays what page is being viewed and which rows will be downloaded
• Clicking Save will download a CSV with the displayed data directly to the user’s browser

If I click the dropdown and switch the export range to All Pages, the modal will then expand requiring an email address input:

• The pages shown include page 1 to the last page of the Activity page being views
• The rows displayed include row 1 to the last row of the Activity page
• At least one email address is required (multiple can be entered, comma separated)
• Clicking Save sends an email with a link to download the full range as a CSV file

Enhancements

10DLC

Add Additional Checkboxes to 10DLC Brand Registration UI

Added two new checkboxes to the 10DLC brand registration:

• Customers opt in on website and agree to receive SMS messages
• Customers can opt in by texting Start to one of our Numbers

Updated Required Fields

The following fields have been updated to be required in order to save and submit information by a business

• Company Name
• Entity Type
• Vertical
• Address Fields
• Authorized Contact Fields

Leaderboards

Leaderboard Slide Settings Page - Add Columns to Include Team, Metrics, and Duration

Added three new columns to the Slide Settings page in the new Leaderboard experience. This allows users to view what metrics and teams are part of a slide at-a-glance without needing to edit or preview the slide first

Leaderboard - Update Copy on Slide Settings

Updated copy on Leaderboard slide settings pages for clarity when asking how long a slide should display. Previously, the prompt incorrectly asked what period of time should be covered by the metrics shown. The copy now reads “How long should this slide display?”

Bugs

Queues

Transfer to Queue - Directory Status for Accepting Agent Not Updating

Fixed an issue where transferring a call to a queue and having an agent answer that call would not update the accepting agent’s status in the directory. This would prevent other users from being able to see that accepting agent’s accurate status for whether they were available or on a call, etc. Now, the accepting agent’s status shows accurately in the directory.

Calls to Queue Not Ringing a Reserved Agent If They Were the Default Queue Number User

For calls to a queue where there is a default user for the number associated with that queue and that default user is also a member of the queue, the call would not ring that agent, causing them to miss inbound calls to their queue. Additionally, that user’s status would be shown as “on call” despite them not receiving a ring for the inbound call. This has been fixed, and ringing and directory status for that agent is now performing as expected.

PowerList

Editing PowerList Disposition Rule Not Saving; Creating New Rule Instead

Fixed an issue when editing an existing PowerList Disposition rule and the user only changed ‘dispositions’ without changing ‘actions’. It will add a new rule instead of updating the existing rule. Now, the rule updates as expected.

Call Coaching

Speak Button Not Unmuting While Call Coaching

Fixed an issue where a manager Call Coaching another agent was not able to unmute themselves via the Speak button while on the call. This is now working as expected, and any manager using the Call Coach functionality can unmute themselves to start speaking on a call.

Reporting

Business Snapshot - Fixed Outbound Connections Data Metric

Fixed an issue where Outbound Connections on the Business Snapshot was incorrectly calculating the total and wound up displaying more than the Outbound Calls metric. Now, the Outbound Connections has been updated to show the correct metric. This can be double-checked by using the Agent Summary page and filtering for the same date ranges and Teams.

Missing/Wrong Duration in Call History for Conference Calls

Fixed an issue where, in some cases, conference calls would show either 0 or the incorrect duration for one leg of the call. Now, the correct duration is shown for multiple legs of a Conference.

Feel free to reach out to us if you have any specific questions about any of these new features, or to share your thoughts on how we can improve Kixie even more.