Koncert Dialers - Release Notes April 2024 – Koncert

When users try to use the Koncert Application from a browser other than Chrome the following alert message will be displayed to notify them that the Koncert app is certified to run smoothly on Google Chrome, there may be potential performance issues when using other browsers.

To ensure the best user experience and compatibility with Koncert, we encourage users to switch to Google Chrome. If you haven't already, you can download Google Chrome by clicking the Download Chrome button below.

Dialing Session

Click Dialer

Koncert introduces a new feature called Click Dialer, facilitating instant calls to individual prospects within both AIFD and AIPD dialers.

Upon connecting to the Koncert Bridge, a Green Phone icon will appear left to the phone number across available columns for the prospect in both the Dialing Session and the Prospect Information window.

The users can click the Green Phone icon at any time to connect with prospects. Upon clicking, a Click Dialer - Call Disposition pop-up window will appear, allowing users to log their call disposition for the prospect.

It's important to note that the buttons - Dial Next Contact, Dial Next Number, Save & Pause and Save & Go existing in the AIFD / AIPD Call Disposition pop-up windows will not be available in the Click Dialer - Call Disposition pop-up window.

Moreover, the Green Phone icon will also be accessible on the AIFD / AIPD Call Disposition pop-up windows for all phone numbers once the call is hung up. If the users wish to call they can effortlessly click on the icon within the Call Disposition pop-up to initiate a call via Click Dialer, much like the (similar to the) standard dialing process.

Upon clicking, a Click Dialer - Call Disposition pop-up window will appear where users can then input call log details as usual. Once the call is completed, Koncert will seamlessly return the user to the AIFD / AIPD Call Disposition windows.
The introduction of Click To Call empowers users with a convenient and efficient way to connect with prospects, ultimately driving higher levels of engagement, productivity, and success in their sales efforts.

Transcript for each dial- AIPD Session

In general, the AI Engine dials prospects and transfers calls to the Sales Rep without delay when it detects a trace of a human voice during the dialing session.

With this version, Koncert introduces a new feature Transcript on the dialing screen for AIPD Sessions. This feature captures and displays the textual content of conversations identified by the AI engine beneath each corresponding record. To enable this option, you must first select the option Enable AIPD Transcription for each dial under the AIPD Dialing Session tab » Settings Summary window.

Koncert effectively transcribes all forms of voice, whether from prospects, voicemails, or IVR, into text, displaying them beneath each record.

Alternatively, you can override the artificial intelligence by clicking the Take Control button which allows you to perform the actions manually instead.

Upon clicking the Take Control button, the Call Disposition window will be displayed where you can manually log the call details even for IVR or Voicemail calls.

This Transcript feature provides users with valuable insights, improves efficiency, and enables more effective communication strategies, ultimately driving better results in prospecting efforts.

Automatic Addition of Custom Fields

In the latest version, a notable improvement has been implemented where newly created custom fields under the Administration » Custom Fields tab, have been automatically added under the Customize View » Manage Columns window within the Session tab.

Previously, users had to manually add the field by clicking the Add Column button and selecting the field for display under the Manage Columns window.

With this enhancement, the process is streamlined, saving users time and effort by automatically adding newly created custom fields into the Customize View » Manage Columns window. This improvement enhances usability and ensures that custom fields are readily accessible and visible within the Dialing Session tab.

New Prospect Notes tab

In this latest version, for Salesforce, HubSpot, and Outreach users, a new tab Prospect Notes, has been added to the Call Disposition window. This section fetches and displays notes for the prospect from the respective CRM/Sales Engagement platform. Furthermore, only the top/recent 5 notes will be displayed for each activities section.

HubSpot

This section fetches and displays notes for the prospect from the HubSpot » Contacts View » Activities » Notes.

Salesforce

This section fetches and displays notes for the prospect from the Salesforce » Contacts » Notes & Attachment.

Outreach

This section fetches and displays notes for the prospect from the Outreach » Prospects » Activity.

Clearing Lists upon User Inactive

Starting from this version, when a user account is made inactive and then made active again by an administrator in the Workspace » User Management tab, any lists already imported by the user into the Dialing Session tab will be cleared. This is done for security purposes to ensure sensitive information is not accessible while the user account is inactive. Therefore, the users can re-import the lists once they are active in the org.

This enhancement ensures that user lists are properly managed and updated based on user activity status, maintaining consistency and reliability in list management processes.

Enhanced Spam Protection for Dialing

Starting from this version, any Caller ID flagged as Spam in the Health Check tab will be automatically excluded from dialing sessions to ensure that only non-flagged Caller IDs are used for making calls.

For instance, if a user selects multiple Caller IDs for a dialing session, only those not flagged as Spam will be utilized for initiating calls.

This enhancement aims to enhance the quality and effectiveness of the dialing process by avoiding the use of potentially spammed numbers.

Recently Dialed Count

Koncert displayed the count of the recently dialed numbers with the "Recently Dialed <count>" only in the Non-Dialable Prospects tab.

Now, the user can also see the recently dialed count in the Dialable Prospects.

This improvement streamlines your workflow by allowing you to monitor your dialing history regardless of a prospect's current dialing status.

Auto-save Feature

Starting from this version, the Save button previously available within the Settings Summary window in the Dialing Session tab has been removed.

Koncert now enables automatic saving functionality within the Settings Summary, ensuring that any modifications made are automatically retained without necessitating manual intervention such as clicking a Save button or providing notifications upon saving.

Lists

Display of Imported List Names

Starting from this version, the name(s) of the lists imported into the Dialing Session tab are displayed at the top of the Import Status window.

When multiple files are imported, you can find the name(s) of the lists by hovering over the list name.

This enhancement offers users improved clarity and organization when monitoring the status of imported lists.

Sequence Selection Enhancement

Koncert enhances the "Add Records From Salesloft" window to give you more control over sequence selection.

The Create Calling List(s) Based on dropdown within the "Add Records From Salesloft" window now has a refined My Sequences/Cadences option. This option will exclusively display sequences/cadences you've created, providing a clear view of your personal sequences/cadences.

We've introduced a new option in the dropdown: All Sequences/Cadences (Shared). This option allows you to import pending calls from any sequence/cadence including your personal sequences/cadences as well as those shared by others.

Previously, shared sequences/cadences were included under My Sequences/Cadences.

This update provides a clearer distinction between your sequences and those shared by others and also a faster selection of the right sequence for building your call list.

Dialing History Reset on Archived/Deleted Lists

We've improved the Lists tab to better manage your dialing history!

Starting from this version, the dialing history of the call list will now be reset whenever the call list is archived or deleted. When you reimport the same list or restore an archived one, the list will be considered only as a new list, as the dialing history will not be remembered.

This enhancement ensures that the dialing process remains consistent and starts fresh whenever a list is archived or deleted, preventing any confusion or repetition of dialed prospects in future dialing sessions.

New column - Call Script

In the Lists tab, a new column Call Script has been introduced. A Call Script is an outline that assists the Sales Team in delivering the key benefits and novel features of the products to prospects.

Previously, the Call Script was visible and accessible under the extended view i.e. by clicking the icon on any of the rows in the Lists tab.

The Call Script icon will appear in blue if a call script is available for the list, and in gray if no call script has been added. This visual indicator helps users quickly identify which lists have associated call scripts, facilitating efficient workflow management.

Editable List Names

We're excited to announce a new feature for the Lists tab: Editable list names. Now you can easily rename lists directly within the Lists tab after they've been imported, eliminating the need to re-import lists just to change their names.

Hover over the list you want to rename and click the Edit icon.

After the List Settings - < List Name> window pops up, edit the name and click Save to confirm changes.

This feature enhances user flexibility and convenience in managing lists within the Koncert application.

Analytics

Sales Rep Productivity

A new sub-tab Sales Rep Productivity tab has been added under the Analytics tab. This tab is accessible to all Users, Managers and Administrators.

Admins / Managers - Can view their data as well as the data of their team members

Users - Can view their data only

It tracks the following metrics: Dials, All Conversations, Positive Conversations, Meetings, Bad data, and Other Conversations, and provides you a comparative analysis between the selected date range and the previous one.

For example, if you have selected the Date Range as the Current Month from the Filters, the metrics will be calculated and displayed for the Current Month and the Last Month.

Each widget has either a Green Upward arrow , indicating an increment, or a Red Downward arrow , indicating a decrement, based on the percentage difference between the metrics of the selected Date Range.

For example, if the Number of Positive Conversations (last month) = 95 and the Number of Positive Conversations (current month) = 181, then the value will be shown as 91% [derived using the formula ((Count of Current Month - Count of Last Month)/ Count of Last Month) * 100% ], and the green Upward arrow indicates that there is an increment.

Also, when hovering over the respective Green Upward arrow or Red Downward arrow , a tooltip displaying Up by <Increment value %> from Last Month or Down by <Decrement value %> from Last Month will be displayed.

In addition to this, a stacked bar chart has been displayed to visually provide a clear overview of the aforementioned metrics.

This enhancement provides better visibility into individual rep performance and productivity trends.

Rename of Inbound Calls Metric - Callbacks

Starting from this version, the metric Inbound Calls has been updated and renamed to Callbacks under the following sub-tabs.

Analytics » Call Session Summary sub-tab

Analytics » All Dials tab sub-tab

Individual Date, Start Time, and End Time Columns

In the previous version, under the Analytics tab, the Date and Timestamp information on the dialing session were combined under a single column named Date/Time in the AIFD & AIPD Weekly Summary Reports.

With the latest version, a significant improvement has been made. The Date/Time column has been separated into distinct columns, namely Date, Start Time, and End Time in the Advanced sub-tab for the following reports, ensuring a consistent and improved user experience.

AIPD - Weekly Summary Report

AIFD - Weekly Summary Report

Users can now easily distinguish between the session date and the precise time details, making it more convenient to interpret and analyze reports.

Date - Indicates session date

Start Time - Starting time of the session

End Time - End Time of the session

Koncert Crown Visibility Update

Koncert had introduced a new concept of giving rewards to users who have contributed the most. A visual representation in the form of crowns has been displayed across the sales reps, indicating the top performers based on certain criteria. If a specific list of users or teams is selected in the filter, then the rewards will be based only on the performance of those selected users.

Starting with this version, Crowns will now exclusively appear when either all users or teams comprising all users are selected.

This ensures a more focused comparison within your selected scope. The criteria for awarding crowns remain the same.

Best Day and Time to Make Calls For Prospects

A new sub-tab Best Day to Call has been added under the Analytics tab. This tab enhances your productivity by providing insights into the optimal days for making calls based on the selected filter criteria.

This has been derived based on the Dials to Connects i.e. total number of dials/total number of connects, at its best for the selected filter criteria.

For example, in the above screenshot, the dials to connect at their best is on ‘Wednesday’ i.e. number of connects in fewer dials, hence the Best Day has been displayed as ‘Wednesday’ with three stars in it, for the selected filter criteria.

Hover over the day to view the respective metrics.

The Best Time can be derived by evaluating when the highest number of connections occur on the Best Day. In the below screenshot, the best time on the best day is ‘7 AM’:

If required, you can change filter criteria by clicking the Filters. Also, you can click on the Refresh icon to bring the latest report.

Enhanced Report Access in Analytics

Koncert now offers an enhanced way for accessing reports within the Analytics » Advanced subtab to facilitate easier navigation.

A Dropdown has been incorporated beside the report name in the Advanced sub-tab.

By clicking on this icon, users can view a list of all available reports.

Upon selecting a specific report, the respective report will be retrieved and displayed accordingly. Notably, any filter criteria previously applied by the user will also be retained and applied to the newly selected report, ensuring consistency and efficiency in report viewing. Additionally, users have the option to navigate to the filter section to search and select reports as needed.

This enhancement streamlines the process of accessing and viewing reports, providing users with greater convenience and productivity within Koncert's Analytics module.

Inclusion of column - Callbacks

Starting from this version, a new column Callbacks has been introduced under the Koncert - Executive Report displaying the number of inbound calls received from the prospects.

This provides a clear view of inbound interactions, facilitating better monitoring and tracking.

The metrics will be populated under this column only when the users have enabled the Inbound Forwarding Number for Callbacks in their Workspace » My Profile.

Visibility of Info Icon

Koncert now features an Info icon alongside metrics and columns, which are given below, in all reports and sub-tabs within the Analytics tab. When hovering over this icon, a tooltip appears, providing a description of the corresponding column name or metrics.

Dials
Connects
Conversations
Dials to Conversations
Meetings
Followups
Referrals
Positive Conversations
Callbacks
All Dials tab
Call Disposition
Phone Type
Call Duration
Caller ID
Start Time
End Time

This enhancement offers users quick access to relevant information about each metric or column, improving usability and understanding of the analytics data.

Call Recordings

Inclusion of CRM icon

In this version, a CRM/Sales Engagement Platform icon has been added at left to the prospect's name for prospects imported from CRM/Sales Engagement Platforms. This icon will be visible in the Grid View within the Call Recording tab.

Upon clicking on this icon, the default window associated with the CRM/Sales Engagement Platform will be opened based on the configured default opening style.

This enhancement provides users with convenient access to CRM/Sales Engagement Platform functionalities directly from the Call Recordings tab.

Call Rating Label

A hyperlinked label "Rate this call" has been added next to the Star Icon in both Grid View and List View modes. Users can rate the recording by clicking on this label. Once the recording has been rated, the label "Rate this call" will be replaced with "Rated", indicating that the rating has been applied.

This enhancement provides users with a convenient way to rate recordings and clearly indicates the status of each recording's rating.

List View Enhancements

Call Tags and Recording State Columns – In the latest version, the Call Recordings tab has been enhanced with the inclusion of Call Tags and Recording State columns in the List View. Previously, these columns were only available in the Grid View.

This enhancement provides users with more comprehensive information and easier access to important details directly from the list view, to ensure consistency across both Grid and List views and improve overall usability and efficiency in managing call recordings.

Expanded Functionality – In the latest version, all actions that were previously available only in Grid View mode can now be performed in List View mode as well. This includes actions such as Rating, Playing, Generating Transcripts, and Adding to the Library, accessible via respective icons under the Actions column. Additionally, users can expand the arrow to access further actions such as Download, Copy Link, Delete, Tag, and Share Recording.

Previously, only the Play, Download, and Share options were available in List View mode. This enhancement significantly enhances usability and flexibility, allowing users to efficiently manage call recordings directly from List View mode.

Inclusion of Advanced Section

Previously, all filter criteria under Call Recordings » Filters and Library » Filters were visible without any distinction. However, starting from this version, a new Advanced section has been introduced under the filters.

Here, users can access additional advanced filter criteria such as Tags, Lists, Call Intelligence, Call Duration, and Call Rating and apply the required filter as needed.

These advanced options are conveniently organized within the Advanced section. You can expand or collapse the sections using the icons. The basic and essential filters remain readily available for selection under the primary filter section.

This enhancement offers users a more organized and comprehensive approach to filtering call recordings, facilitating easier access to advanced filtering options and improving overall usability.

Rename of Filter

Starting from this version, the label Date Range has been renamed to Date Added to Library under the Call Recordings » Library » Filters section.

This change is aimed at visually informing users about when the recording was added to the library.

Permissions Tab Enhanced with New Admin Controls

The Call Recordings » Permissions tab has been revamped by including the following new settings to empower admins with more granular control over organizational call recording permissions:

Enable Call Recordings – This toggle allows admins to enable or disable call recording functionality for the entire organization. If disabled, admins must contact Koncert support to re-enable this feature.

Call Recording Settings (Two Party Consent) – This section defines how call recordings are handled for two-party consent states. Admins can choose from the following options:

- Either Location: This setting records only the user's audio for all calls when either the user or prospect belongs to a Two-Party Consent state. This option is recommended for compliance with regulations.
- Prospect Location: Regardless of user location, both sides of the conversation are recorded when dialing into a one-party consent state. However, if dialing into a two-party consent state, only the user's side of the conversation is recorded.
- User Location: Call recording is determined by the location of the user(s). If the user(s) are in a two-party consent state, only their side of the conversation is recorded. Conversely, if in a one-party consent state, both sides of the conversation are recorded when dialing into other one-party consent states. However, if dialing into a two-party consent state, only the user's side of the conversation is recorded.

For the aforementioned settings, a prospect's location is determined by the area code of the dialed phone number, while user location is determined by the "User Location" dropdown in each user's profile settings. You can click the link 'click here' to know about the list of Two-Party Consent states.

These new admin controls provide greater flexibility and ensure compliance with relevant regulations and privacy laws concerning call recording.

Caller IDs

Hide Zero Usage Rows

A new checkbox Hide Zero usage rows has been added to filter out the rows containing Caller IDs with no usage i.e. zero usage.

This new checkbox appears only when you click the Heat Map history button within the Mapped Caller IDs sub-tab.

By default, the checkbox is unchecked, displaying all rows.

Upon enabling Hide Zero usage rows, the rows with zero usage in all columns will disappear from the view. You can uncheck the box at any time to see all rows again.

This feature makes things easier to see, helps you work faster by focusing on what's important, and gives you a clearer picture of which Caller IDs are active in your org.

Administration

Inclusion of Note

A new note "*** Any change to the above settings will reflect in Analytics in 24 hours for past reports" has been added to the Administration » Call Disposition » Edit Call Disposition window.

This note informs users that Koncert requires a minimum of 24 hours to implement these changes in the existing reports so as to ensure that they are accurately reflected in the Analytics module.

New Tab - Permissions

A new tab Permissions has been added under the Administration tab. This feature empowers administrators to grant permission to specific users or managers to solely view the Administration tab and its related content. Users or managers with these privileges are restricted from making edits to any information within the Administration tab.

The Permissions tab displays a list of users within the organization alongside their respective roles. The Admin can enable the checkbox under the column Permissions to only view the Administration tab across each user name.

Once enabled, the designated user gains access to view all sub-tabs within the Administration tab but is unable to make any edits.
This enhancement allows the administrators to customize access permissions based on user roles and responsibilities, promoting efficient workflow management, knowledge sharing, and cross-functional teamwork.

Inclusion of Notification message

Starting from this version, a new notification message Search and Choose prospects to be deleted from Koncert. This will remove the prospect information from all parts of the system. Please remember to remove the prospect from your CRM as well! has been added and displayed in the Administration » Delete Prospects sub-tab.

This notification aims to inform users about the purpose of deleting prospects and reminds them to also remove the prospect from their CRM.

New Tab - Salesfloor

A new tab Salesfloor has been added under the Administration tab which allows Admins to selectively grant users the ability to act as observers. This tab will be visible and accessible only for orgs who have enabled Remote Salesfloor feature.

The Salesfloor tab displays a list of users within the organization alongside their respective roles. By default, Admins and Manager are automatically enabled as observers. The checkbox for these users is pre-selected and grayed-out, indicating that they have observer privileges by default.

The Admins can enable the checkbox under the column Permissions to be an Observer across each username to grant users the ability to act as observers.
Once enabled for the User, a notification will be displayed and the designated user gains access to observe the meetings, listen the ongoing meetings, chat with the participants, share the screen or join the meeting if needed in real-time.

This feature provides administrators with granular control over who can participate as observers during Salesfloor activities, ensuring that only authorized individuals can access this functionality.

Third Party Integrations

Improved Disposition Mapping Alert in Koncert

Starting this version, Koncert's alert for unmapped Salesloft/Outreach dispositions has been improved. Previously, it only displayed "One or more dispositions may be deleted or unavailable in Salesloft/Outreach."

Now, the alert message will explicitly list the name of dispositions which are deleted or unavailable in Salesloft/Outreach (e.g., "Dispositions 'Follow Up' and 'Got Referral' may be deleted or unavailable in Salesloft/Outreach").

This lets you quickly identify and address missing mappings, improving troubleshooting for disposition-related issues. Overall, this update helps ensure data consistency between Koncert and your CRM.

Enhanced Call Notes in Salesloft/Outreach

Starting from this version, the Call Note in the Salesloft/Outreach » Activity tab now includes additional details, providing users with a more comprehensive overview of activities.

The following values are now included:

Name of Call Disposition
Call Duration in Seconds
Wrap Time in Seconds
Dialed Number
Caller ID
Product Type
Recording URL
Call Comments

This update enhances the tracking and management of call-related activities within Salesloft/Outreach, allowing users to access detailed information directly from the Activity tab.

Automatic Call Direction Update

Starting from this version, the Direction field for Call Activity in HubSpot will automatically be updated to Outbound when calls are made to prospects.

This update streamlines call logging for users by eliminating the need to manually select the direction for outbound prospect calls.

Workspace

Enhanced Contact Information Entry

A new dropdown Country has been added to the Workspace » My Profile tab. Users can now select their country from this dropdown.

Based on the selected country, the system will automatically fetch the correct country code and populate it in front of the Direct Phone, Mobile Phone, and Inbound Forwarding Number for Callbacks fields.

Previously, users needed to enter the complete mobile number in the E.S.6 format.

This enhancement eliminates the need to manually enter the code, reducing errors and streamlining the process of entering accurate contact information, making it easier for users to manage their profiles.

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.

koncert knowledge base

Articles in this section

Koncert App Compatibility

Google Chrome Recommended