On-Premise Callback Upgrade Essentials

Upgrading to the latest version of On-Premise Callback is an essential step to maximize the value of your Callback solution. In this article, we'll guide you through some of the key enhancements introduced in On-Premise Callback 9.0 and later, with the help of several in-depth videos. If you are upgrading from an older version to the latest release, these comprehensive videos will familiarize you with key differences, including:

  • The differences between the EyeQueue user interface and the new Configuration interface
  • The Smart Rules feature that can dynamically update configuration throughout the day
  • Real-time reporting dashboards to monitor queue conditions

This article is for anyone looking to make the most of their On-Premise Callback experience while upgrading from an older version to 9.0 and higher.

Configuration User Interface

In the past, you used the EyeQueue interface to manage system configuration. The Configuration UI replaces EyeQueue while introducing a modern design and simplifying configuration tasks. The UI also includes visual safeguards to protect against losing unsaved data. You can access the new Configuration UI from the Launchpad.

Key features and enhancements include:

  • Updated naming of configurable settings
  • Simplified EWT algorithm
  • Enhanced management of holiday schedules
  • Updated access permissions
  • Configuration of Second Chance Callback

Smart Rules

Smart Rules allow you to optimize your On-Premise Callback solution by automatically changing configurable settings when certain conditions arise. You can use Smart Rules to:

  • Turn Scheduled Callbacks on or off based on EWT
  • Maintain balance in the callback and holding queues when call volume spikes
  • Change Operation Mode based on EWT
  • Trigger an email whenever the Operation Mode changes

Dashboards

The Dashboards UI provides a dynamic, real-time view of contact center conditions and On-Premise Callback statistics. If you are familiar with our classic Queue Statistics interface, you will find that Dashboards presents the same information in a more user-friendly way that is easier to navigate.