The Koncert (Modern Dialers) November'23 Release includes enhancements that will bring you a better Koncert experience.
The topics are as follows:
Enhanced Visual Clarity in Filters
Activity Type - Call Disposition pop-up
Retrieval and Display of New Activity Custom Fields
Visibility of Customize Your View button
Delete option for Pre-recorded Voice Messages
Inclusion of Customize View button
Renamed Button in Call Disposition Window
Enhanced Visibility Control for Dialing Sessions
Exclusion of International Timezone Option
Ample Space for Custom fields of Text Area type
Enhanced Activity Display from Salesloft
Salesloft - Limitation on the display of Prospect Activities
Alert Messages for Duplicate Referrals
Call Session Summary – Visibility of Info icon
Schedule Reports - Enhancements
Write a Review window enhancement
New Icons in Caller IDs » Mapped Caller IDs (Grid View)
Introducing Search Bar for Mapped Caller IDs
Caller ID Health Check Feature Enhancement
▼ Settings
Default Landing Tab - Sales Engagement Platform
Addition of Custom Field - Mobile
Direct Play or Download Call Recording
New Fields in Workspace » My Profile for Admins
Real-time update and display of Profile Icon
Product Explore
Product Tour
Koncert provides you with an Interactive Product Tour to enhance the onboarding experience for new users, helping them navigate and understand our Koncert application more effectively by simply following the prompts when the users are accessing the Koncert portal for the first time.
A new Product Tour icon is placed next to the Knowledge Base icon at the right end in the AIFD/AIPD Session tab. The users can click and explore the product at any time. Upon clicking the icon, the below message will be displayed.
The users can simply follow the prompts and explore the Koncert portal. If needed, the user can even skip the Product Tour navigation by clicking the Skip option.
Navigation to Modern Dialer
This update is specifically designed for users with an Agent-Assisted Dialer (AAD) license. AAD users can switch to Modern Dialers at any time by navigating to My Session » Dialer Mode within the Koncert application, where they can find the option to switch to Modern Dialers.
- Launch AI Flow Dialer: Click to launch the Modern Dialers - AI Flow Dialer.
- Launch AI Parallel Dialer: Click to launch the Modern Dialers - AI Parallel Dialer.
This enhancement provides users with efficient access to different dialer modes, ensuring an enhanced experience.
UI Changes
Enhanced Visual Clarity in Filters
In this version, we've improved visual clarity in filters across all modules. A new label 'Clear' has been added to the icon, providing users with a visual cue for the removal of selected values. This feature becomes visible only when the values are selected in the filter.
Similarly, the Select icon is added to the Select All label, making it easier for users to identify and select all options.
My Session Enhancements
Activity Type - Call Disposition pop-up
In the earlier version of Koncert, the Activity Type Event created under the Follow Up section in the Call Disposition pop-up during the dialing session was updated as Activity Type Task in the Salesforce » Open Activities section.
From this version, the specific Activity type selected will be updated and reflected in the Salesforce » Open Activities section.
Retrieval and Display of New Activity Custom Fields
In the previous version of Koncert, Salesforce CRM users had to manually update any field, which was added under the Activity Custom Field section, in the Activity History » Task page for each connected call during the dialing session.
From this version, Koncert allows the display of the field, which has been added under the Activity Custom Field in Salesforce, below the Call Comments section in the Call Disposition pop-up. Any value or activity entered in the field will be automatically updated on the Salesforce » Activity History » Task page.
For example, here the field Ready to Next Level has been added in the Activity Custom Field in Salesforce. The value selected here will be automatically updated on the Salesforce » Activity History » Task page.
This field will be added on a request basis.
Visibility of Customize Your View icon
In the previous version, the Customize Your View icon was available to customize your view in the Session tab.
With this version, the icon has been replaced with the button Customize Your View, for easy visual identification.
Delete option for Pre-recorded Voice Messages
A new Delete option has been added in the Pre-recorded Voice Messages section under the Settings Summary window. This icon provides users with a convenient way to delete pre-recorded voicemails directly.
This enhancement streamlines the management of pre-recorded voice messages, offering users a more intuitive and efficient deletion process.
Previously, the option for deleting the voicemail was available only in the Settings » General tab » Voicemails section.
Inclusion of Customize View button
A new button, Customize View has been added in the Phone Columns Missing window. This occurs when users select a phone column(s) that is not available in the Manage Columns window under the Session tab.
Clicking the Customize View button now directly opens the Manage Columns window, enabling users to easily add the selected phone column(s). This enhancement provides a more efficient and user-friendly process for customizing phone columns.
Please refer to the article How do I move my columns around in AIFD Session? for more detailed information.
Renamed Button in Call Disposition Window
The Save & Close button in the Call Disposition window has been renamed to Save & Pause for both the Al Flow Dialer and Al Parallel Dialer.
Prospects Notes
In this latest version, a new section, Prospects Notes, has been added to the Call Disposition window under the Session tab. This section fetches notes for the prospect from Cadence » Prospect View » Notes and displays them for the prospect imported from Cadence.
Simplified Prospect Removal
In the previous version, users were required to connect the phone bridge when removing prospects from the Session tab by clicking the Remove button.
With this latest version, users can now effortlessly remove prospects from the Session tab without the need to connect the phone bridge.
This enhancement simplifies the user experience, allowing for more efficient prospect management.
Enhanced Visibility Control for Dialing Sessions
In general, records or prospects marked with the Do Not Call , Do Not Call Until
, and Parking Lot
will not be dialed when a dialing session is initiated.
In the previous version, these flagged records were visible by default in the Dialing Session window.
Now, with the latest version, these records can be hidden from view in the Dialing session window. To implement this change, a new option, Hide Non Dialable Records has been added under the following windows.
- Session Tab » Settings Summary window
- Settings tab » Advanced Section
By default, this option will be enabled for all users across the organization, and the flagged records will be hidden from view in the Dialing Session window. If needed, users have the flexibility to disable it.
This enhancement provides more control over the visibility of non-dialable records during dialing sessions.
Exclusion of International Timezone Option
In the previous version of Koncert, the International timezone was available for all users, including those who had dialing access limited (pre-configured by Koncert Support) to the US and Canada. This option was visible in the windows: Before You Begin, List Settings, and Settings Summary.
Starting from this version, the International timezone will no longer be available in the aforementioned windows for users with dialing access limited (pre-configured by Koncert Support) to the US and Canada.
- Before You Begin
- Settings Summary
- List Settings
NOTE: The option Country code is prefixed in the phone number under the Settings tab » Advanced section will not be available for users with dialing access limited (pre-configured by Koncert Support) to the US and Canada.
Ample Space for Custom fields of Text Area type
In the previous version, an alignment issue occurred under the Prospects Fields section in both the Call Disposition and Prospect Information windows when Custom Fields of type Text Area contained more text.
This issue has been addressed, and starting from this version, Custom Fields of type Text Area now have ample space to accommodate more text.
Enhanced Activity Display from Salesloft
Starting from this version, various activity types such as Pinned Activities, Recent Activities, and Past Activities from Salesloft will be automatically fetched and displayed in the Activity History tab under the Call Disposition and Prospect Information windows.
These improvements streamline the viewing of Salesloft activities, providing a more unified and efficient user experience.
Salesloft - Limitation on the display of Prospect Activities
The Activity History tab in the Call Disposition and Prospect Information windows efficiently fetches and displays all prospect activities from Salesloft starting from the beginning to the current time.
From this version, the Activity History tab has been optimized to limit the display of the prospect activities from Salesloft only for the last 2 weeks.
Dial Metrics Enhancement
In the recent version, Koncert allows the automatic update of the disposition - 'Talker Busy - Unanswered Call Canceled' in the Call Disposition window. During a dialing session, in case the user pauses the session or any sudden abrupt interruptions like system shutdown, browser issue, or power failure, happen, these instances will not be considered in the 'Dials Made' count. These will not be captured or counted in the dial metrics under the 'Session' tab, and will not be updated as 'Dialed' in the Analytics Module.
New Feature - Add Filters
In this version, a new feature, Add Filters has been added under the Session tab in both AIFD and AIPD products. The Add Filters feature allows you to filter and dial the records based on your filter criteria, to dial only the necessary records.
A button Add Filter has been placed underneath the Remove button for easy access and usability.
Clicking this button opens a dropdown listing the columns available in your organization. Users can choose a column by which to filter the records, either by searching a value in the text box or selecting the one or more values from the dropdown list. Once selected, click anywhere on the screen, and the records matching the filter criteria will be listed and displayed.
There are no limitations on adding filters, enabling you to create multiple filters for comprehensive list customization. When more than one filter is added, the Boolean logic AND can be applied to query and display records based on the specified values. In the below screenshot, Koncert checks for Condition 1 (Filter 1 AND Filter 2), i.e., contacts with State equals CA and Account Name containing Blue Stone. Only contacts that match Condition 1 will be displayed in the grid.
You can also edit the filters by clicking the filter that you wish to edit. Upon clicking, the respective column dropdown will be displayed. Make the necessary changes to list the records matching the updated filter criteria.
The Clear Filter link is available to users as soon as any filter option is selected. It enables users to remove all the filters and refresh the screen. To clear all selected values, simply click on the Clear Filter link. Also, to clear an individual filter, click on the Clear icon associated with the respective filter.
Alert Messages for Duplicate Referrals
We have implemented two new alert messages in the Call Disposition window, specifically addressing scenarios related to duplicate referrals.
- If a referral is created using an Email ID that already exists in the integrated CRM/Sales Engagement Platform during the dialing session.
Click the Proceed button to continue the dialing session or click the End Session button to finish the dialing Session.
- If a referral is created using an Email ID that corresponds to a prospect currently being dialed during the session.
When this error occurs, you are not able to continue with the dialing session. Click the End Session button to finish the session and initiate it again.
Analytics
Call Session Summary – Visibility of Info icon
Koncert offers an option to uniquely and individually view the information related to the Meetings metrics under Analytics » Call Session Summary. Upon clicking the Meetings metrics, the report will be generated/displayed only with the dialing information having meeting counts.
An Info icon has been added and made visible next to the count of Meetings under the Meetings columns in Analytics » Call Session Summary for each user's dialing details.
When hovering over the Info icon a message will be displayed. The message is in the format of Contact Name (Account Name) - Date and timestamp at which the Meeting is scheduled.
New Referral Icon
A new Referral icon has been added under the Analytics » All Dials tab for prospects that have been referred in the Call Disposition pop-up by the dialed prospect.
This enhancement adds a valuable visual element to highlight referred prospects, making it simpler for users to distinguish and track such connections.
Schedule Reports - Enhancements
- Editable Scheduled Reports
The previous version of Koncert allowed you to only view the list of the Scheduled reports under Analytics » Advanced » Schedule Reports. You cannot modify it once the schedule is created.
Now, the Scheduled Reports are made editable at any time. Simply click on the Scheduled Report name under the Report Type column, make the necessary changes in the Edit Schedule window, and save.
- New Filter - Choose Teams
A new filter 'Choose Teams' has been added in the Add/Edit Schedule window under the Analytics » Advanced » Schedule Reports, to send the scheduled report to the teams as required. The teams available under the organization will be displayed in the dropdown.
- Inclusion of "All ACTIVE USERS" Option
Starting from this version, a new option, All ACTIVE USERS has been added to the Choose Users dropdown within the Analytics » Add Schedule & Edit Schedule windows. This option allows users to conveniently select all currently active users within the organization.
Furthermore, as new users are onboarded within the organization, they will be automatically considered active and available in the Choose Users dropdown, ensuring their immediate availability for selection.
- New Date Range - Daily
In the Schedule Reports feature, managers can schedule and automatically send reports to users for a selected period in Excel or CSV format. The reports will be emailed to the users' email addresses as attachments.
Koncert has introduced a new date range option Daily for the scheduled reports. This enhancement enables managers to schedule and automatically send reports to users daily, providing more frequent updates on the reports.
When selecting 'Daily,' a new checkbox, 'Include Weekends,' will become available. Upon enabling this option, reports can be sent to the users selected, even on weekends.
NOTE: If the date range 'Daily' is selected, the 'Day' dropdown will be disabled in the 'Send On' field. Only, the user can select the Time in the 'Send On' field for sending the report.
Inclusion of New Filters
- List Name
A new filter 'Lists' has been added under the Analytics » Advanced » Filters, to facilitate deep searching of the reports based on the List Name. The report will be generated based on the selected list names.
- New Filter - Non-Connected Disposition
A new option 'Non-Connected Dispositions' has been added under Analytics » All Dials » Filters for easily identifying and generating the reports with the dials that are not connected with the prospects or with the dials to which dispositions were not added due to the sudden closure of the browser or any sudden power failure.
Upon selecting Non-Connected Dispositions, the following 7 Dispositions will be selected, by default. This will be available in the Call Dispositions dropdown.
1. Call Attempted
2. Went to Voice Mail
3. No Answer
4. Call Disconnected
5. Went to IVR
6. Talker busy
7. Talker Busy - Unanswered Cancelled Calls
Upon selecting Non-Connected Dispositions, the report with only non-connected dispositions will be generated and displayed.
Hyperlinked Contact Names
Starting from this version, Contact Names are now hyperlinked under the Analytics » All Dials tab for prospects imported from CRMs and Sales Engagement Platforms.
Clicking on a contact name of the prospect directly opens the respective CRM (Salesforce/HubSpot) or Sales Engagement Platforms (Outreach/Salesloft) window, where the user can see the prospect’s detailed information.
This feature is also applicable for the following reports under the Analytics » Advanced tab for both AIPD and AIFD products.
- All Calls
- Talker Call Disposition
This functionality enhances navigation and ensures a smooth experience for users engaging with prospects across different CRMs and Sales Engagement Platforms.
Call Recordings
Write a Review window enhancement
As part of the enhancement, the below information will be visible under the Write a Review window when a Manager or User launches the window to review and rate it.
- Call Outcome
- Call Start Time
- Call Duration
- Phone Number Dialed
- Product Name
- Call Comments
The above information can also be visible in the View Call Recording window as well as in the Call Transcript window.
Inclusion of new field- Title
In the previous version of Koncert, the field Title was exclusively available in the call recordings in the List View within the Call Recordings tab.
Now the field Title is also accessible in the Grid View, positioned adjacent to the field Account Name.
Search by Call Intelligence
Call Intelligence search: The Call Intelligence feature automatically analyzes call recordings, extracting valuable keywords from conversations. You can now search for call recordings based on the extracted keywords.
Inclusion of New Filters
The following new filters have been added under the Call Recordings » Filters.
- Lists
Allows to facilitate searching of call recordings based on the List Name. The call recordings belonging to the list names selected will only be listed/displayed.
- Call Duration
Allows to facilitate searching based on Call Duration in both list and grid views.
The user can select filter the Call recordings either in one of the following options
-
- All
- Less than 15 Seconds
- More than 15 Seconds
- Above 1 Min
This helps the user to drill down the search for identifying the valid & positive connected calls.
- New Filter - Call Rated
Allows users to sort Call Recordings based on the rated or non-rated status of the Call Recordings.
The available options are
-
- Yes – List only the rated recordings.
- No – List only the non-rated recordings.
- Both – List all the recordings.
By default, the option Both will be selected in the Call Rated filter. With this enhancement, the users can efficiently filter and review the call recordings as per their wish.
Call Duration Column
In the previous version, under the Call Recordings tab, records were displayed in a list view, allowing the users to view multiple records at once. The Call Date and Call Duration were combined under a single column 'Call Date/Call Duration.'
With the latest version, the Call Date and Call Duration columns are now separated in the List View, making it easier to filter and search the call recordings.
Availability of Call Transcript Feature
In general, Koncert allows users and managers to view and access their call recordings at any time under the View Call Recording & Write a Review windows. Managers can review call content, evaluate the performance of their team members, and provide valuable feedback for improvement. The users can view the transcription of the call recordings in the above mentioned windows.
In previous versions, the Call Transcript feature was available to all users and managers across the organization by default.
Starting from this version, the Call Transcript feature will be visible and available across the organization based on pre-configured settings.
Please reach out to Koncert Support at support@koncert.com.
Caller IDs
New Icons in Caller IDs » Mapped Caller IDs (Grid View)
The following two new informative icons have been added in the Caller IDs » Mapped Caller IDs section along with the respective count.
-
Purchase
icon and associated Count of purchased caller IDs in the respective area codes
-
Map
icon and associated count of mapped caller IDs in the respective area code.
These icons enhance the visibility and tracking of caller ID statistics, providing users with a quick and efficient way to monitor purchased and mapped caller IDs.
Introducing Search Bar for Mapped Caller IDs
A new Search bar has been added in the Caller IDs tab » Mapped Caller IDs » List View mode, offering enhanced flexibility in searching for Mapped Caller IDs.
With this new feature, you can effortlessly search for Caller IDs by entering full or partial values in the Search by Caller ID field, allowing for precise filtering based on your preferences.
Caller ID Health Check Feature Enhancement
Koncert now allows users to check and display the number of Caller IDs purchased from Twilio, which have been marked as spam by various entities and organizations related to telecommunication providers and consumer protection. This feature is accessible under the Caller IDs » Health Check tab.
In the latest version of Koncert, users can now avail the Health Check feature for the Custom Caller IDs they add. A new checkbox, Enable Caller ID Managed Servies, has been added in the Add Custom Caller ID window » Add Your Number section.
When the Enable Caller ID Managed Services checkbox is selected, it will use 1 credit from your available Caller ID limit, and the added Caller ID will be moved to the Health Check tab to verify whether the entered number is marked as spam or not.
NOTE: This option is not enabled by default. Users can enable it if they need to access this feature.
In addition to this, there was previously a checkbox associated with the link I agree to Terms and Conditions in this window, allowing users to review the Koncert terms and conditions of use upon clicking. Now, it has been replaced with the label My company has the right to use this number as a Caller ID when making calls from Koncert.
Personal Caller IDs
A new section, Personal Caller ID, has been introduced under Caller IDs » Custom Caller IDs. This section displays the Direct Phone and Mobile Phone numbers added in the Workspace » My Profile as Personal Caller IDs, which can be used for dialing.
Additionally, the Personal Caller IDs will now be accessible under the 'Caller IDs' section in the following windows:
- List Settings
- Before You Begin
- Settings Summary
- Add Records From (CRM/CSV/Cadence/Sales Engagement Platform)
For example, the Before You Begin window is displayed with Personal Caller IDs.
Settings
Default Landing Tab - CRM / Sales Engagement Platform
In the previous versions, the CRM / Sales Engagement Platform window was launched as a pop-up, by default during the dialing session.
From this Version onwards, Koncert allows you to customize the opening style of launching options on how to launch the CRM / Sales Engagement Platform window as well as the default tab to be visible while opening, under the Settings tab » General » Advanced section.
New sections called ‘Default <CRM Name / Sales Engagement Platform Name> window’ and Default open Style have been added to the Settings tab » General » Advanced section, below the option Open Prospect View Screen (upon call transfer).
These fields will be made visible only when the option Open Prospect View Screen (upon call transfer) is selected. For example, the below screen is shown for organizations integrated with Salesloft.
Default <CRM Name / Sales Engagement Platform Name> window - Upon selecting the option from the dropdown, the selected tab will be made as a default landing page and will be opened while dialing the prospect.
Default Open Style - The options 'Pop up window and New tab' are available under this dropdown. Upon selection, the tab selected under the Default <CRM Name /Sales Engagement Platform Name> window’ dropdown will be opened in the style selected here.
These changes have also been implemented under the Session tab » Settings Summary window » Advanced section.
Administration
Custom Fields Modification
In the previous version, the Custom Fields added under the Administration » Custom Fields were non-editable.
Starting with this version, users can now modify the Koncert Field Name according to their preferences.
This will not apply to mandatory fields. However, the user can click on the Field and view the details.
Addition of Custom Field - Mobile
In general, Koncert includes and displays standard fields from the CRM or Sales Engagement platform under Administration » Custom Fields by default. The standard, mandatory fields include:
- Account Name
- City
- Contact Name
- First Name
- Last Name
- Phone
- State
- Title
Starting from this version, a new field, Mobile has been added along with the above-mentioned standard fields. This is a non-mandatory field and will be automatically displayed under Administration » Custom Fields.
Delete Prospects Tab
A new tab Delete Prospects has been introduced under the Administration tab that allows to permanently remove any prospects along with the associated data and history from the entire application/database. Koncert provides a straightforward way to manage and remove prospects as needed.
By default, there will be no prospects available under the Delete Prospects tab. Users can delete prospects by performing the following steps:
Enter the full or partial contact name or account name of the prospect in the Search by Contact or Account field.
Select the checkbox left to the prospect that you want to delete and click the Delete Prospects button.
A confirmation window will be displayed below. Click Confirm to delete the prospect.
Third-Party Integrations
Direct Play or Download Call Recording
In the previous version of Koncert, the CRM users can play the Call Recording directly by clicking the Call recording URL from the Activity tab in the CRM, instead of going into Koncert.
But now, Koncert provides an additional facility for CRM users to download the Call recording and playback later at their convenience, based on the pre-configured settings. These settings will be enabled on a request basis.
Connected Users Enhancement
In the previous version of Koncert, managers could view the list of connected users who authorized HubSpot / Outreach / Salesloft under the Settings » Third-party Integration tab. However, the managers were unable to view Koncert users associated with respective HubSpot/Outreach/Salesloft users.
Now, managers can seamlessly view Koncert users along with the associated users of HubSpot/Outreach/ Salesloft. Upon clicking the Connected Users button, the <Salesloft/Outreach/HubSpot> - Connected Users window will be displayed where you can view the following information.
- Name
- <Salesloft/Outreach/HubSpot> User
Workspace
New Tabs
The following new tabs have been added to the Workspace menu.
- Administration – Launches the Koncert Administration tab in a separate tab of the same browser upon clicking.
- Remote Coach – Launches the Koncert Remote Coach tab in a separate tab of the same browser upon clicking.
- Call Recordings – Launches the Koncert Call Recordings tab in a separate tab of the same browser upon clicking.
New Fields in Workspace » My Profile for Admins
The following new fields have been added under the Workspace » My Profile tab specifically for Admins to have more control over their contact information and caller ID settings.
- Direct Phone: Enter your direct phone number in ES6 format.
- Mobile Phone: Enter your mobile phone number in ES6 format.
- Inbound Call Forwarding Number: Add the phone number to which incoming calls will be redirected. Once added, you can select it from the dropdown. The Mobile Phone and Direct Phone numbers will also be listed under this dropdown.
Additionally, the checkbox Enable Caller ID Reputation will be displayed next to the Direct Phone and Mobile Phone fields. When enabled, the entered number will be automatically uploaded into the Caller IDs » Health Check tab to verify whether the entered number is spam or not.
NOTE: The Direct Phone and Mobile Phone added here will be available in the Koncert Application.
Real-time update and display of Profile Icon
In general, the Profile Icon at the top of the Koncert application displays the first two initial letters of both the first and last names of the logged-in user.
Starting from this version, if users modify their names in the Workspace » My Profile tab, Koncert automatically updates the Profile icon's initials in real time to reflect the changes done on the Workspace.
Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.
NOTE: The information provided here is for informational purposes only and should not be considered as a legal advice. Please consult your legal counsel regarding compliance with relevant laws.