DVSAnalytics: An Overview Encore 9.0 Version Release

As part of our ongoing commitment to innovation and improvement, we are excited to announce the release of Encore 9.0. This new version by DVSAnalytics includes a host of enhanced features, improved functionality, and streamlined processes designed to keep pace with the ever-evolving dynamics of the contact center industry. With Encore 9.0, we aim to elevate your contact center operations to unprecedented heights. 

Today, we’re discussing what’s new with this latest version release.

9.0 Updates and Enhancements

Encore version 9.0 is the latest in a series of releases made to Encore this past year. With this latest update, we have focused on providing our users with a more intuitive and user-friendly experience. Its key improvements include:

Contests: The introduction of a new contest manager streamlines the process of creating and managing contests, making it easier and more efficient for managers to motivate agents to perform their best on key metrics.

Interaction Player: The interaction player combines audio, screen, and contact information to facilitate a more seamless and intuitive review of interactions.

Sharing Interactions: URL now enables this functionality, offering the same capabilities as the integrated recordings player. This enhancement allows for seamless execution while preserving all previous features.

Third-Party Reporting Tools:  Encore now offers the ability to export evaluation data for integration with third-party reporting tools.

Agent Import: The import process for agents now includes the ability to set the screen recorded field during import.

Audio Recording: The latest update provides improved audio recording quality, resulting in more accurate speech transcription.

New Product Features 

Encore 9.0 contains various new product features, helping users better navigate contests, daily workflows, and tasks. Here are some of the new additions:

New Contest Manager:  This latest version introduces a new Contest Manager feature, accessible through the Quality Management menu. Users with contest permissions can effortlessly create agent contests, incorporating call count, hold time, evaluation scores, or quiz scores. This empowers users to measure and enhance agent performance effectively.

Redesigned Recordings Players: Encore has revamped its recording player, enhancing its integration with the recording page. This redesign aims to improve the usability of searching call records through recording views, providing a more seamless experience.

Encore Streaming Player: Now, Encore users can benefit from utilizing improved functionality for sharing recordings through browser links, including anonymous user access. Shared recordings now support streaming audio and video, granting Encore Administrators the discretion to assign all available recording permissions, such as export. The enhanced Audio Player is now known as the Encore Streaming Player.

Evaluations Data Report: Two new report templates have been introduced that can be used together to export evaluation data for use in other reporting applications. The “Evaluations Export” template exports top-level evaluation data, while the “Evaluation Answers Export” template exports question data from all evaluations. This enables seamless data transfer and analysis, enhancing the overall reporting process.

Enhanced Agent Import:  The agent import module has been enhanced to include support for the Screen Recorded field. With this update, agent imports can now conveniently set this 

field directly.

DVSAnalytics: At the Forefront of Contact Center Technology Innovation 

DVSAnalytics is dedicated to delivering cutting-edge contact center solutions that empower your operations. Our Encore 9.0 is a testament to our commitment to innovation and excellence. To leverage the several benefits and capabilities offered by Encore 9.0, we encourage you to upgrade at your earliest convenience. Our team is here to support you throughout the transition process. 

For more information or assistance with your upgrade, please get in touch with the DVS team today.