Koncert Dialers - Release Notes August 2024 – Koncert

Koncert aligns with modern trends and user expectations for customization and accessibility in software applications and introduces Dark Theme mode.

A toggle Dark Mode has been provided when clicking the User Profile at the right end.

Once enabled, the entire application will be turned into a dark theme.

This theme uses black color for backgrounds, text, and elements, which can reduce eye strain in low-light environments and provide a sleek, modern look.

Filter - Rename Label

The filter option Products under the filters section has been renamed Dialers across the Koncert platform.

This change aims to improve clarity and usability within the application, ensuring that users can easily navigate and apply the appropriate filters in all modules.

Dialing Session

Recently Dialed tab

Koncert introduces enhanced functionality to the Recently Dialed tab, providing users with more comprehensive insights and immediate calling options.

Previously, a count of recently dialed prospects was visible. Now, users can click to view a detailed list of prospects who were recently dialed. This list includes:

Status of the dialed prospect number
Contact Name
Account Name
Phone Numbers
Last outcome of the call

Also, users can now instantly dial those prospects through Click Dialer after connecting to the phone bridge.

The row will be highlighted in a grey color to indicate a conversation with those prospects.

An Info icon is available, which displays the following description: "To enable Click Dialer "Join Audio" when hovering over it. Join Audio to start making one-off calls for quick follow ups.

Enhanced Information in Dialing Session Tab

The Info icon, which displayed list metrics, was previously placed as the first column in the Dialing Session tab where prospect records are displayed.

Now, the Info icon has been relocated next to the list name at the top as shown below:

Additionally, Koncert displays the specific count of phone numbers categorized by US timezones (EST, PST, MST, and CST) under each selected phone type in the Settings Summary window. The count of toll-free numbers, irrespective of timezones, will also be displayed in the lists.

This real-time data update facilitates better prospect management decisions across different time zones. Koncert empowers users with comprehensive insights for effective prospect engagement decisions across different time zones.

Customized Voicemail Settings for Sequence Steps

We're excited to announce a new enhancement in Koncert that gives users more control over their sequences. You can now customize voicemail settings for each step directly in the Voicemail section available in the Settings Summary window.

This feature is specifically designed for users of Apollo, Outreach, Salesloft, and Cadence. It allows you to assign unique voicemails to different steps within your sequences/cadences.

During dialing sessions, Koncert will automatically drop the selected voicemails to prospects at the specified touches or steps.

After importing the sequences/cadences with different steps or touches, and enabling the Voicemail toggle, an option Choose a Voicemail for each step has been made available under the Voicemail section.

NOTE: The option Choose a Voicemail for each step will not be available when you import Pending Calls or Manual Calls.

Upon selecting this option, a pop-up prompts users to choose specific voicemails for each step or touch.

Once the voicemails are selected, clicking Save will apply these settings.

This feature is currently available when users choose a specific sequenced prospects and not available for Pending Calls or Manual Calls.

This enhancement provides greater flexibility and customization, enabling users to personalize their efforts more effectively, improving the impact and relevance of voicemail communication at each step in their sequences.

Expanded Caller ID Options

Koncert allows users to purchase new Custom Caller IDs directly from Twilio (based on the allowed limit set for your instance) under the Settings Summary window.

Now, you can add your phone number or Caller IDs owned by your company for use, under the Settings Summary window. This was previously available only in the Caller ID tab.

This update simplifies caller ID management, making it easier for users to configure and utilize their numbers within the application, thus improving efficiency and flexibility.

Enhanced Prospect Profile Access

Koncert allows users to conveniently access profile information about the prospect through Google and LinkedIn in the Call Disposition pop-up.

Now, the icons are also available in the Prospect Information window.

From here, users can also access Google and LinkedIn windows by clicking the respective icons.

This update is designed to simplify the process of retrieving prospect details, making it easier for users to gather and utilize relevant information more effectively.

Automatic AI-Generated Call Summary

Koncert displays a concise summary of the call conversation in the Call Disposition pop-up upon clicking the Generate AI summary button.

Now the summary will be automatically displayed after clicking the Hang up button if the call duration is more than 2 mins.

For this, a setting Generate AI Summary automatically after each call has been added under the Settings Summary » Advanced section.

You can enable this checkbox to have the summary generated automatically for calls that last for 2 minutes or more.

NOTE: The button Generate AI summary in the Call Disposition pop up will be enabled for calls that last for 30 seconds. If needed you can manually click to generate the summary.

Likely to Answer = No (Cold Prospects)

The filter Likely to Answer allows the users to show the prospects who answer calls and the chances are high. Now Koncert enhanced its functionality to filter and show prospects who don't pick up calls frequently.

A new dropdown option has been added to this filter:

Yes: Filters and displays only the connected numbers (Hot Prospects)

No: Filters and displays only the non-connected numbers (Cold Prospects)

This enhancement allows users to better manage and refine their calling strategy by offering more precise control over viewing connected and non-connected numbers.

New Alert for Session Completion

Koncert has introduced a new alert message that appears when a dialing session is completed. This alert notifies users that the list has ended and provides options to either end the dialing session or restart the dialing session for the list imported from the CRM/Sales Engagement Platform.

End Dialing Session – Click to end the current dialing session.

Restart Session – Click to restart the session with the same records.

Standalone (Without any Sales Engagement platform Integration) – At the end of the list, the alert will prompt the user to end the dialing session.

Salesforce / HubSpot – The alert will prompt the user to restart the dialing session, which will dial the same or connected prospects again.

Salesloft / Outreach / Apollo – The alert will prompt the user, and clicking "Restart Dialing" will reset or refresh the list, allowing the session to continue dialing until the prospects are removed from the sequences.

This feature enhances user experience by offering clear options at the end of a session, ensuring efficient management of dialing sessions and preventing unnecessary idle time.

Activity History - Inclusion of Phone Type Field

Koncert has enhanced the call details that are written back to the Salesforce » Contact » Activity History. This includes an additional field, Phone Type, which updates with the specific type of phone used during the dialing of a prospect.

By offering more detailed call data, this enhancement helps Salesforce users better track and analyze their communication efforts by identifying the phone number type (such as Mobile, Direct Phone, Company phone, etc) associated with each call.

Adhoc Dial Feature Update

The Adhoc Dial feature in Koncert allows users to quickly dial a phone number provided by another person or prospect during an ongoing dialing session without ending the session. However, the current call must be closed with a proper disposition before making the Adhoc Dial.

Previously, users needed to click an Expand icon to access the Make a Call button after disconnecting the current call. With this update, the Expand icon has been removed, and the Make a Call button will now appear in the Call Disposition pop-up once the current call is completed.

Now the Adhoc Dial process is simplified, allowing users to start calls more efficiently without extra clicks and maintaining workflow continuity during dialing sessions.

Enhanced DNC Information in Non-Dialable Tab

In the Non-Dialable Prospects tab, prospects marked as DNC are now accompanied by a detailed tooltip when you hover over the DNC icon or DNC until icon.

DNC marked by: Displays whether the prospect was marked as DNC by a user or through automated workflow.

DNC set On: Shows the exact date when the prospect was marked as DNC.

DNC Until Date: Indicates the date until when the prospect will remain in the DNC state.

DNC Outcome: Displays the outcome based on which the prospect was automatically moved to DNC and applicable for prospects marked as DNC through an automated workflow.

This update gives users fast access to essential details about DNC status right from the Non-Dialable Prospects tab, improving transparency and better managing DNC-marked prospects.

Parking Lot - Remove a specific Phone Column

Koncert has introduced new enhancements to the management of records in the Parking Lot within the Dialing Session » Non-Dialable Prospects or Recently Dialed tab.

Users can remove records from the Parking Lot by clicking the Parking Lot icon next to each record.

A new checkbox has been added across each Phone Column in the Parking Lot - <Prospect Name> window.

Select the specific phone column you wish to remove and click the Remove From Parking Lot button. Upon confirming the specific phone column will be removed from the Parking Lot.

Auto-Opening Custom URL

Koncert now introduces auto-opening up of a custom URL if the URL is available as part of the prospects imported.

A new setting has been added under the Settings Summary window » Advanced section.

Open Website URL – Select this option to auto-open the website of the prospect being dialed. This feature will be enabled on a request basis.

This enhancement aims to streamline the workflow by providing immediate access to relevant prospect information during calls, improving efficiency and user experience.

Updates to Inbound Call Notification Management

Koncert provides real-time notifications to users for incoming calls from prospects, ensuring that these notifications are visible across all tabs within the Koncert application.

Now when a user receives an inbound call on their Inbound Forward number during a dialing session, Koncert will automatically pause the session. This feature ensures that users can address incoming calls without disrupting their ongoing session.

The session will not pause if the user is currently on call or in the wrap status, allowing seamless continuation of the session without interruption.

Users can easily close the inbound call notification window to resume their session.

This improves the current functionality by allowing users to handle inbound calls more effectively, minimizing disruptions during dialing sessions while ensuring that important prospect calls are not missed.

Enhanced Double Tap Efficiency

Koncert has enhanced the AI's capability to dial phone numbers twice across available phone columns, exclusively for AIPD for all call outcomes logged from the first attempt.

Double Tap will now be restricted if the AI logs the following outcomes:

Busy
Failed
Phone Tree
Phone Tree - Name Found
Phone Tree - Name Not Found
Phone Tree - No Company Directory
Left VM (AI)
Left VM (AI) - Name Found
Left VM (AI) - Last Name Found

This enhancement aims to optimize dialing efficiency and prevent unnecessary attempts, improving the overall effectiveness of the dialing process.

Sequences / Cadences Import with Steps

Koncert has enhanced its sequence import functionality for users of Outreach, Salesloft, and Apollo.

Previously, when importing a sequence or cadence into the Lists tab, users could choose specific steps in the sequence. This functionality has now been extended to the Settings Summary window.

When a sequence/cadence is selected in the Settings Summary window, the Choose Steps dropdown will display all available steps in the selected sequence/cadence. Users can select or remove steps as needed.

After selecting the desired steps, click the Upload button to import the sequence/cadence with selected steps directly into the Dialing Session and begin dialing.

This enhancement provides users with greater flexibility and control over the sequences they import, allowing them to tailor their dialing sessions to specific needs and strategies.

Import Cadences (Koncert Cadence)

This is applicable only to Koncert Cadence users. Koncert has improved its search and import capabilities. Previously, users could search for and import Call lists from the CRM/Sales Engagement platform into the Dialing Session tab through the Settings Summary window.

With this update, the feature supports the direct search and import of Cadences with call touches, Cadence - My Pending Calls, and Cadence - Follow-up call lists.

Exclusion of specific Outcomes from Dial Stats and Analytics

Any call with an outcome Failed, Busy, or Talker Busy - Unanswered Call Cancelled will no longer be included in the dial count during the dialing session and will not be counted in the reports under Analytics.

The update improves the accuracy of dialing metrics and provides more reliable insights into call performance. Users and administrators can rely on cleaner data for performance analysis and decision-making by excluding certain call outcomes.

New Confirmation Pop-Up for Reset Button

The Reset button resets the dialing process and starts dialing from the beginning of the list when any changes have been made in the list.

A new confirmation pop-up will be displayed upon clicking the Reset button, ensuring users know the consequences of resetting their list. This feature provides clarity and prevents unintended data loss.

This will reset your list to row 1. – This indicates that the list view will return to the first row after resetting.

Once the reset is done, you cannot resume from where you left off. – Alerts users that they cannot continue from the previous position after the reset.

Clicking the Reset button will remove the prospects from the canceled calls. – Clarifies that prospects in the canceled call list will be removed.

New Alert for Refresh/Reset Actions with VM Toggle

A new alert has been introduced when a list is refreshed or reset using the Refresh/Reset buttons.

The alert appears when a list is refreshed or reset by clicking the Refresh/Reset button before starting a session, provided the VM Toggle is on.

Yes – The list will be refreshed or reset with the VM toggle in the ON position.

No – The list will be refreshed or reset with the VM toggle in the OFF position.

For Reset action, this alert will be prompted after confirming the reset process.

If you have enabled the option Refresh Lists Automatically under the Setting Summary window » Advanced section, the following action takes place once the session starts:

Yes – The subsequent alert prompting for refresh will be displayed. The VM toggle will remain ON even if you select Do Not Refresh or Yes in this alert.

No – The subsequent alert prompting for refresh will be displayed. The VM toggle will remain OFF even if you select Do Not Refresh or Yes in this alert.

HubSpot - Display of Primary Company name

Koncert has introduced an update that improves how account names are retrieved and displayed for HubSpot users when importing lists or creating follow-ups.

Koncert will now prioritize retrieving and displaying the Primary Company associated with the prospect in the Account Name column across the application, if it is available in HubSpot, according to pre-configured settings by Koncert Support.

If a Primary Company is not linked to the prospect, Koncert will revert to displaying the Account name associated with the prospect in the Account Name column by default.

This update ensures that HubSpot users see the most relevant and accurate account information when managing prospects in Koncert. By prioritizing the Primary Company, the system aligns more closely with HubSpot's organizational structure, improving data consistency and usability.

New Field - Add to Sequence

This update empowers Apollo users with new functionality to streamline prospect management. We've added a dropdown field titled Add to Sequence under the Call Disposition » Referral section.

Select the desired sequence you want to assign to a prospect from the dropdown menu. The dropdown will populate with relevant sequences from Apollo. Only sequences that you own will be displayed. Sequences owned by other users will not be visible.

Once you assign a sequence, the prospect will be automatically added to the chosen sequence within that platform.

Please note that this feature was already rolled out for Outreach and Salesforce users as part of Jun enhancements.

This update aims to save you time and effort by streamlining the process of adding prospects to sequences.

Visual Indication for Call Recording Status

Koncert has improved the Call Disposition pop-up by adding a clear visual indication of the call recording status. This enhancement helps users quickly identify whether a call is being recorded on one side or both sides.

The label This call is being recorded is displayed in the Call Disposition pop-up for users who have call recording access enabled.

New One-Way Recording and Two-Way Recording icons have been added next to the label This call is being recorded in the Call Disposition pop-up.

Indicates that only one side of the call is being recorded.

Indicates that both sides of the call are being recorded.

This update provides users with a more intuitive understanding of the recording status during calls, enhancing transparency and ensuring that users are fully informed about the nature of the call recording. The addition of icons makes it easier to distinguish between one-way and two-way recordings at a glance.

Updated Availability of Session Management Features

The Remove, Do Not Call, and DNC Until icons, which were previously displayed by default in the Dialing Session tab, will now only become visible after one or more prospects are selected.

This enhancement ensures a more intuitive user experience by making specific options accessible only when relevant.

Skip Touch Feature

Koncert has introduced a new Skip feature for lists imported from Sales Engagement Platforms to improve workflow efficiency by allowing users to manually skip the current step in a Sequence/Cadence for selected prospects. This feature is now available in the Dialing Session tab, streamlining the process for prospects in pending calls or a Sequence or Cadence. The feature does not apply to prospects in Manual Calls.

A new Skip Prospect(s) button has been added next to the Reset button in the Dialing Session tab. The button will be visible only after importing the list(s). This feature enables users to manually skip the current step for selected prospects, automatically advancing them to the next step in the Sequence or Cadence.

Select the prospects and click the Skip Prospect(s) button.

An alert will prompt the user to confirm the action.

If confirmed, the current touch for the selected prospects will be skipped, and they will be moved to the Non-Dialable Prospects tab, marked with a Skip icon.

After refreshing or resetting the list, the skipped prospect will reappear in the Dialable Prospects tab if they have subsequent touches in the Sequence or Cadence. If there are no further steps, the prospect will exit the Sequence/Cadence.

If both pending and manual call prospects are selected, the below alert will be displayed.

Upon clicking Yes, only the pending call prospects will be skipped, while manual call prospects will remain in the Dialable Prospects tab.

The Skip feature is available in the Dialable Prospects, Recently Dialed, and Non-Dialable Prospects tabs.

Two additional settings have been introduced in the Settings Summary » Advanced section window to further customize the Skip feature:

Skip to next touch for Empty Phone Numbers: Prospects without phone numbers (imported with no number) are typically moved to the Non-Dialable Prospects tab. With this setting enabled, these prospects will advance to the next touch in the Sequence/Cadence whenever the list is refreshed, reset, or re-imported and will remain in the Non-Dialable Prospects tab until manually making the numbers valid.

Skip to next touch for DNC/Parking lot Phone Numbers or AI learnt Invalid Phone Numbers: Enabling this option will move prospects marked with DNC (Do Not Contact), DNC Until, Parking Lot, or AI-learnt invalid numbers to the next step in the Sequence/Cadence whenever the list is refreshed, reset, or re-imported. These prospects will remain in the Non-Dialable Prospects tab until manually removed.

The Skip feature is designed to enhance productivity and streamline the management of prospects within Sequences/Cadences. By offering more control over the dialing process, users can more effectively manage their efforts and ensure prospects progress smoothly through their engagement workflows.

Add Filter - New Select All option

Koncert has introduced an enhancement to the filtering options available under the Dialing Session tab, making it easier and more efficient to filter and dial the records that meet your specific criteria.

The Add Filter allows users to filter records based on specific criteria, ensuring that only the necessary records are dialed.

When clicked, this button opens a dropdown menu listing all the columns available in your organization. Users can filter records by searching for a value in the text box or selecting one or more columns from the dropdown list

A new Select All option has been added to the dropdown list, allowing users to select all available filtering options with a single click.

This update ensures that users can more effectively manage their dialing sessions by quickly applying comprehensive filters to their records.

Lists

Import lists - Missing/Invalid Numbers/Contact Names Information

In the Lists tab » Import Status window, a message indicating the number of records successfully updated is displayed during the process of importing a call list to the Dialing Session tab.

A new additional message '<count> records were not uploaded' has been added to visibly indicate the user on the count of records that failed to upload during the importing process. In addition to this, a new Info icon has been added under the Missing Contact Names and Missing/Invalid Numbers fields in the Import Status window

By clicking the Info icon, users can instantly view the records with invalid phone numbers, without any phone number or contact names.

This feature allows managing contact data during imports, ensuring that users can promptly identify and upload valid records for effective and error-free dialing sessions.

Enhanced Search Functionality for Uploaded Lists

Koncert allows users to search for the required list name and displays matching call lists.

A new dropdown menu has now been added offering enhanced following search options.

Search a List: Users can now search for lists by selecting the Search a List option from the dropdown menu. This option allows users to search for a call list by entering the list name.

Search a Prospect: Alternatively, users can select the Search a Prospect option to find a list containing a specific prospect name.

This update provides a more streamlined and versatile search experience, enabling users to efficiently locate call lists or specific prospects within those lists, enhancing overall usability and productivity.

New Info Icon for Sequence/Cadence Steps

A new Info has been added next to the List name under the Lists tab. This feature is applicable for Outreach, Salesloft, and Apollo only.

Clicking the Info icon will display the selected steps in the Sequence/Cadence associated with the list.

This enhancement simplifies the process of tracking and managing sequences/cadences by allowing users to quickly access relevant step information directly from the Lists tab. It ensures that users can efficiently monitor and adjust their outreach efforts based on the specific stage of their sequences/cadences.

Visibility of Lead Pool settings

Koncert has introduced new functionalities to enhance the management and visibility of Lead Pool settings, providing users with more detailed information about their list distribution.

A new Info icon has been added next to the Lead Pool list name. Clicking this icon will display comprehensive details about the Lead Pool, enabling better lead management and decision-making.

Unassigned Records – Shows the total number of records in the Lead Pool that have not yet been assigned to any user.

Non-Dialable Records – Indicates the number of records within the Lead Pool that cannot be dialed, helping users understand potential dialing limitations.

Batch Size of Prospects – Displays the number of records assigned to each user at one time, providing clarity on the distribution process.

Retain Prospects for (Hours) – Specifies how long records will remain in the assigned user's Dialing Session tab if not actively worked on. Records that are not processed within this time frame will automatically return to the Lead Pool list.

Assigned Users – Lists all users currently assigned to the Lead Pool list, offering a clear view of user assignments.

This update simplifies the management of the Lead Pool List by providing essential information at a glance. The added Info icon ensures that users can easily monitor lead distribution, understand assignment rules, and manage their prospects effectively, leading to improved productivity and better lead pool list handling.

Editable Lead Pool List Settings

Koncert has introduced enhanced flexibility in managing Lead Pool lists, allowing users to modify user assignments and batch sizes even after importing records.

You can now add or remove users from the Lead Pool list after the records have been imported. This feature was previously unavailable once settings were configured.

Users can also modify the batch size of prospects assigned to each user, offering greater flexibility in managing workload distribution.

To add users, click the Edit icon when hovering over the list name, select the users in the List Settings window, and click Save to assign them to the Lead Pool list. The records in the list will be evenly distributed among all assigned users.

To remove a user, click the icon in the List Settings window and click Save to remove the user from the lead pool list. Once removed, any records previously assigned will be automatically removed from the Dialing Session tab.

When trying to remove a user who is currently dialing the list an alert will be displayed as shown below:

This update provides admins with the ability to dynamically manage user assignments and batch sizes, ensuring optimal distribution of lists and better alignment with changing team requirements. The ability to adjust these settings post-import helps maintain efficient dialing operations and user management throughout the session.

Lead Pool - Improvements

Koncert has introduced a new configuration to enhance the assignment of prospects based on their time zones, ensuring targeted outreach during appropriate calling hours.

Once imported the list, the prospects in the list are assigned to users according to their respective time zones. For example, if the user starts dialing in EST timezone, only EST prospects will be assigned.

For the list imported from Salesforce, Koncert applies a new sorting mechanism that ensures the most recent records are prioritized and appear first in the list during the assignment.

In addition to this, Koncert now supports automated imports from Salesforce every 15 minutes. This ensures that the latest records are always available for dialing, with up to 250 records imported at a time for efficient session management.

This update optimizes prospect assignments by aligning them with appropriate time zones, improving the effectiveness of dialing sessions.

Call Recordings

Advanced Recording Search Capabilities

Koncert allows searching and filtering the recordings based on the contact name, account name, tag, or call intelligence using the Search by Contact/Account/Tag/Call Intelligence bar.

It also allows users to search using the Call Disposition to view only the recordings related to the selected call disposition. You can enter either the full or partial name of the disposition.

This enhancement is intended to provide more targeted search capabilities, enabling users to quickly find specific recordings based on call disposition and improve overall efficiency in managing call records.

Call Recording and Transcription Updates for Two-Party Consent States

For prospects residing in two-party consent states, Koncert allows recording of only the user's side of the audio.

A new setting has been introduced under the Permissions sub-tab, adding a column labeled Generate User Transcription Only. By default, this setting will be selected for all users. If needed, you can modify it.

If Generate User Transcription Only is enabled, the transcript will be displayed only for the user’s side, when dialing the prospect who is in a two-party consent state.

If Generate User Transcription Only is disabled, the transcript will be displayed for both the User's and the Prospect's sides, when dialing the prospect who is in a two-party consent state

Disabling this setting can cause serious compliance issues published by the two-party states.

This update ensures compliance with two-party consent laws and provides admins with control over transcription settings.

Extended Call Recording Functionalities

In the Call Recordings tab, users can view a list of available call recordings with various options, such as filtering, adding to the library, playing, rating, sharing, deleting, tagging, downloading, and viewing transcripts.

Koncert has extended the Add to Library, Download & Share functionality to the View Call Recording window launching from either the Call Recordings tab or Analytics tab. This enhancement allows users to add recordings to the library, share the call recording, and download the call recording directly from the View Call Recording window, streamlining the process and improving workflow efficiency.

This update simplifies the management of call recordings by enabling users to quickly add important recordings to the library, share, or download from the View Call Recording window. This feature ensures easier access to and organization of valuable call recordings, enhancing overall productivity and user experience.

New Settings sub-tab

We are introducing a new sub-tab Settings under the Call Recording tab to streamline and enhance call recording options. This update consolidates existing settings and adds new functionalities for more granular control over call recording policies.

The sections Enable Call Recording, Call Recording Settings, and Never Record Calls have been moved from the Permissions sub-tab to the new Settings sub-tab for better organization and accessibility.

The following settings and sections will be available for configuration.

Record calls based on one of the following options:

By prospect’s state (If available) – When selected, Koncert will allow the recording of calls based on the prospect's state, if this information is available.

By prospect’s phone area code (If available) – Koncert allows the recording of calls based on the prospect's phone area code, if available. This option is enabled by default.

Don’t record Prospect Side for all calls:

When this option is selected, Koncert will restrict the recording of calls made to the prospect; only the talker side of the call will be recorded. Once enabled, the sections Call Recording Settings (Two Party Consent) and Record calls based on one of the following options will be hidden from view.

Don't record calls in Two Party Consent states :

If this option is selected, calls made to two-party consent states will not be recorded. Once enabled, the section Call Recording Settings (Two Party Consent) will be hidden from view.

International Calls:

Koncert provides enhanced control over call recordings for international calls, allowing admins to specify which countries' calls should be recorded.

When the Record calls made to International Countries toggle is turned on, a Select Countries dropdown appears. Admins can choose specific countries from this dropdown where call recordings will capture only the talker side of the audio. Only the allowed international countries will be displayed.

After selecting the desired countries, admins can auto save the selection.

NOTE: If admins clear the selected countries and save the details, the Record calls made to International Countries toggle will be automatically disabled.

Call Transcript Download

Koncert has introduced a new feature that allows users to download the transcript content of call recordings. This enhancement is designed to improve access to call data for record-keeping and review purposes.

The Download icon has been added in the following locations.

View Call Recording window

Call Transcript window

The exported transcript will be downloaded to your computer in ‘txt’ format.

This update simplifies the process of retrieving and storing call transcripts. By offering easy download options across multiple locations, Koncert enhances user efficiency in managing call records and ensures that vital information is readily available for future reference.

Analytics

Inclusion of Columns

New columns Contacts to Connects, Contacts to Connects%, Dials to Connects, Dials to Connect %, and Contacts Attempted have been added to the following reports under the Analytics » Advanced sub-tab. Contacts to Connects information shows the number of contacts dialed resulting in a connect. This is useful information that shows the quality of lists being dialed.

AIPD – Executive Report

AIFD – Executive Report

Koncert – Executive Report

New columns Connects to Conversation and Connects to Conversation % have been added to the following reports

AIPD – Executive Report

AIFD – Executive Report

The formulae for calculating metrics are as follows:

- Contacts to Connects – Total number of Contacts/Total number of Connects.

- Contacts to Connects % – Total number of Connects/Total number of Contacts* 100.

- Dials to Connect – Total number of Dials/Total number of Connects.

- Dials to Connect % – Total number of Connects /Total number of dials *100.

- Connects to Conversation – Total number of Connects/Total number of Conversation.

- Connects to Conversation % – Total number of Conversation/Total number of Connects * 100.

- Contacts Attempted – Total number of Contacts dialed.

A new column Call Disposition has been added to the Koncert - DNC report under the Analytics » Advanced sub-tab. This column indicates the specific disposition that resulted in marking the prospect as DNC.

Filter - Fields reordered

The location of the filter options Dialers and Report has been interchanged in the Filter section under Analytics » Advanced.

Based on the selection of the report, Koncert automatically displays the relevant products associated with that report.

This update streamlines the workflow by directly linking reports to their corresponding products, reducing manual search time, and improving efficiency.

Editable Call Comments

Koncert displays the Call comments in the following reports under the Analytics tab.

All Dials

Advanced

AIFD – All Dials
AIPD – All Dials
AIFD – Talker Call Disposition
AIPD – Talker Call Disposition

Now Koncert extends its functionality by allowing the user to edit or delete the Call Comments. The edit functionality is only applicable to User Dispositions and not available for AI dispositions.

An Edit icon will be visible when you hover over the Call Comments. Upon clicking, you can edit the Call Comments and click anywhere on the screen to save the modified information.

This new feature provides the flexibility of managing call data by enabling users to make necessary changes to Call Comments directly within the reports. Please note that changing/editing the Call Disposition is an existing feature.

All Dials - Coaching Notes

In the Analytics » All Dials tab, Koncert replaces the Play icon with a View Call Recordings and Details icon. Clicking this icon opens the View Call Recording window with enhanced features.

In the View Call Recording window, the following three sub-tabs have been added:

Transcription: View the transcript of the call recording.

Rating: Rate the call directly from this tab.

Coaching Notes: The manager can add Coaching notes for the call recordings for users

Add Note: Opens a text area where coaching notes can be added.

Save Note: Saves the coaching notes with a timestamp as shown below.

Edit : Allows for editing of coaching notes at any time by clicking the edit icon. The owner of the Coaching notes can only edit.

These enhancements should improve the ability to review, rate, and coach on the call recordings.

Call Session Summary - Info icons added

The widgets in the Call Session Summary provide a clear overview of the number of Dials, Connects, Conversations, Meetings, and Positive Conversations that happened during dialing sessions with the selected date range.

To enhance clarity, Info icons have been added next to each metric.

Hovering these icons will display a tooltip with a brief description of each metric for better understanding

Filter by Call Duration

Koncert has introduced a new Call Duration filter, allowing users to filter reports based on the duration of calls. This filter has been added to the following tabs:

Analytics » All Dials

Analytics » Advanced

AIFD – All Dials
AIPD – All Dials
AIFD – Talker Call Disposition
AIPD – Talker Call Disposition

Based on the selected option, the report will be generated, allowing users to analyze call performance and duration-specific insights more effectively.

Record Count Display Enhancement in Koncert

Koncert has improved the visibility of records in the Analytics tab by enhancing the record count display. This update provides better clarity on how many records are currently visible and how they relate to the total number of records available.

By default, up to 2,000 records will be displayed at a time in the following tabs:

All Dials

Advanced

AIFD – All Dials
AIPD – All Dials
AIFD – Talker Call Disposition
AIPD – Talker Call Disposition

Now Koncert allows users to view all the available records. To access more than the default limit of 2,000 rows, users need to request Koncert Support to increase the record display limit.

International Summary report

Koncert introduces the International Summary report under the Analytics » Advanced sub-tab.

AIPD – International Summary Report – Displays Dialing information for AIPD product

AIFD -International Summary report - Displays Dialing information for AIFD product

Koncert- International Summary report - Displays Dialing information made across all products

The International Summary Report feature enhances the visibility of international dialing activities, enabling users to better monitor and analyze their global outreach efforts across different Koncert products.

Inclusion of New Column

Koncert has introduced a new Dial Time column to several reports, providing detailed information on the total duration of time each call was connected. This feature allows users to view call durations in a clear and standardized format (hh: mm), enhancing the accuracy and usability of call data.

The Dial Time column has been added to the following reports under the Advanced sub-tab:

AIPD – Executive Report
AIFD – Executive Report
Koncert – Executive Report
AIPD – Weekly Summary Report
AIFD – Weekly Summary Report

This column provides users with precise information on call durations, facilitating better analysis of call performance and time management.

User Column Visibility in Analytics Reports

Koncert has improved the user experience in the Analytics tab by ensuring that the User column remains static as you scroll horizontally through the reports, allowing for continuous visibility of key information.

Across all the sub-tabs in the Analytics module, the User column will now stay fixed in place as you scroll to the right. This enhancement ensures that the User column is always visible, making it easier to track and analyze user-specific data without losing context.

It is particularly beneficial when dealing with wide reports that require horizontal scrolling, allowing users to maintain focus on the user-specific data while exploring other parts of the report.

Call Backs - Limited Columns

Koncert now shows only the essential columns required for Call Back information when accessing the Call Backs widget in the All Dials tab. The following columns will be visible:

User
Account Name
Contact Name
Call Disposition
Dialed Number
Date
Call Comments
Call Duration

This update ensures a more focused and efficient view of Call Back details.

Remote Salesfloor

Screen Sharing Alert

In Remote Salesfloor, users will now be notified with an alert message when attempting to share their screen while another user is already sharing.

This alert prompts the users to request the current screen sharer to stop before initiating their screen share.

This update improves the usability of screen sharing in Remote Salesfloor by offering clear instructions and ensuring smoother transitions between screen sharers.

Mic Selection Synchronization

We are excited to announce a significant update to the Mic selection within Salesfloor and Call Blitz. With this new enhancement, any selection you make in Mic in the Salesfloor tab will now be instantly reflected in your Dialing Session tab.

This improvement ensures that both interfaces display the same information, eliminating inconsistencies and reducing potential errors during the calling session.

Editable Call Blitz Room

Koncert has introduced a new feature that allows users to edit existing Call Blitz rooms. This update provides greater flexibility in managing Call Blitz rooms after they have been created.

An Edit icon has been added next to each Call Blitz room name in the Call Blitz room tile. Clicking this icon opens the Edit a Call Blitz Room window, enabling users to make changes to the room’s settings.

You can now edit the name of the Call Blitz room.

Change the room’s privacy status by making it Private.

Add or Remove users from the room if needed.

Users who are removed from a room will receive a notification saying, "<host name> has removed you from this room," ensuring they are aware of their removal while they are present in that room.

Disable the “Make this as a Permanent Room” option. Previously, once a room was set as permanent, it could not be edited.

After modifying, click Update to save the changes made to the Call Blitz room.

Persistent Salesfloor Panel

The Salesfloor panel will now remain open or closed based on user action. If you manually open the Salesfloor panel by clicking the Open Salesfloor icon, it will stay open throughout your session.

Conversely, if you close it manually, the panel will remain closed until you choose to open it again.

This update improves users' experience and enhances workflow stability.

Advanced Spotlight Feature

When a user(s) is in the dialing session or is ready to start a session with Join Audio connected, a Listen icon will appear on the tile of the respective user in the Call Blitz Room.

Other users can click the Listen icon to monitor the conversation between the user and the prospect if needed.

Upon clicking, a confirmation message will be displayed. Click Confirm to proceed.

After confirmation, the user will be automatically moved from the Call Blitz room to the Sales Floor tab, where the user can listen to the ongoing conversation in the Salesfloor tab.

The user can stop listening at any time by clicking the Listen icon on the tile.

Upon clicking, the below alert will be displayed notifying the user that they can return to the Call Blitz room by clicking the Call Blitz tab.

The user whose conversation is being listened to is referred to as the spotlighted user. The user who is listening to the conversation is referred to as a spotlighting user.

If the spotlighting user attempts to rejoin the Call Blitz Room without stopping the spotlight, an alert will be displayed, preventing from doing so until they exit the spotlight mode.

The spotlighted user and other users in the Call Blitz room will see a Spotlight icon on their tile. Hovering over this icon will display a message indicating who is currently spotlighted.

These features are designed to improve the management and oversight of Call Blitz sessions, providing administrators and attendees with the ability to monitor live conversations effectively.

New Tooltip

Koncert has introduced a new tooltip feature for users in the Call Blitz Rooms tab. This enhancement provides real-time information about available Salesfloor rooms and their hosts, improving navigation

When a user is in the Call Blitz Rooms tab and hovers over the Salesfloor tab on the side panel, a tooltip will automatically appear.

The tooltip displays the number of live Salesfloor rooms currently available. It also lists the names of the hosts.

This update enhances user experience by providing quick, at-a-glance information about available Salesfloor rooms without the need to leave the Call Blitz Rooms.

Administration

New Prospect Notes Option

A new option, Prospect Notes, has been added to the Default Tab dropdown under the Company Setup » Call Disposition section. This dropdown determines the default landing tab for the Call Disposition popup across all AIFD, AIPD, and CD products.

Additionally, the labels Contact Info and History have been renamed to Prospect Fields and Activity History, respectively, to ensure consistency and uniformity across the application.

Granular Control Over Salesfloor Access

The Salesfloor feature, was previously accessible by all users, managers, and admins by default. Koncert now offers more granular control over access. With this update, managers, admins, and users will continue to have Salesfloor enabled by default, while the admin can remove access for the user from accessing Salesfloor.

A new setting has been introduced under the Administration » Salesfloor tab, adding a column labeled View Salesfloor.

The Salesfloor tab displays a list of users within the organization along with their respective roles. By default, this checkbox is pre-selected and grayed out for administrators and managers indicating that Salesfloor access is automatically granted to them and cannot be removed.

The Admin can disable the checkbox under the column View Salesfloor for each user name to revoke access to the Salesfloor Rooms.

This enhancement provides administrators with greater control over Salesfloor access, ensuring that only authorized users can view and use Salesfloor Rooms, thereby enhancing security and customization according to organizational needs.

Settings and Administration tabs - Few changes

The Third Party Integration and Import Queue (if enabled) tabs are available under the Settings tab.

To streamline administrative tasks, Koncert relocates the Third Party Integration and Import Queue tabs from the Settings to the Administration tab. This is only applicable to Admin and Manager with Admin access.

The License-Based Access for admin has been given as follows:

Admins with License: Users with a product license will have access to both Settings and Administration tabs.

Admins without License: Users without a product license will only see the Administration tab.

This update aims to simplify navigation and configuration for administrators by consolidating relevant options under the Administration tab.

Third Party Integration - New 'Call Purpose' Column in Outreach

Koncert introduces a new column Call purpose under Administration » Third party Integrations » Call Disposition Mapping, where the admin can map the information about the purpose of the call for each disposition.

The column displays a list of call purposes available in Outreach, and from that, the admin can manually map the information to each disposition.

This feature allows team members to accurately record the purpose of their calls.

The Call purpose field will be displayed in the Call Disposition pop-up on a request basis. Please contact Koncert support to enable this feature.

Once enabled, the Call purpose field will appear in the Call Disposition pop-up. By default, when a disposition is selected, the mapped Call Purpose will automatically display. If a Call Purpose is not mapped, users can select one from the dropdown.

The selected Call purpose will be written back to the Outreach » Activities tab.

New Alert Message for Integration Issues

Koncert has improved the alert system for integration issues when importing a list from Outreach or Salesloft.

If there is an issue with the Outreach or Salesloft integration during a list import, users will receive an alert.

The alert now includes a hyperlink that redirects to the new authentication page of Outreach or Salesloft.

This allows users to quickly address and resolve integration issues.

Automatic Retrieving of Dispositions from the Sales Engagement Platform

Koncert has significantly enhanced its integration facility with Sales Engagement platforms, including Salesloft, Outreach, and Apollo. This improvement streamlines the process of mapping dispositions between platforms and automates previously manual tasks.

Once the Sales Engagement platform (Salesloft, Outreach, or Apollo) is authorized, Koncert will now automatically use the dispositions from these Sales Engagement platforms to the corresponding Koncert dispositions.

The first disposition in the respective Sales Engagement platform will be automatically mapped to Koncert AI Engine dispositions. Administrators can modify this mapping as needed to suit specific workflow requirements.

Previously, administrators had to manually map dispositions or use the Use Default Dispositions feature. With this update, the retrieval of dispositions from Sales Engagement platforms is automated, simplifying the setup process and reducing the potential for errors.

Admins can manually map specific fields, such as Sentiments from Salesloft or Call Purpose from Outreach and Apollo, allowing for tailored customization where necessary.

Koncert dispositions will be replaced with those from the respective Sales Engagement platforms wherever applicable. This ensures consistency across the Call Disposition pop-up and Analytics module, providing users with a uniform experience regardless of the platform being used.

In addition, when a new call disposition is created in the integrated Sales Engagement platform, it will now automatically be created and mapped within Koncert. This new disposition will be available in the Call Disposition pop-up and Analytics module.

New Workflow: Mark as DNC Until Specific Time

Koncert has introduced an enhancement to the Do Not Call (DNC) feature, providing more flexibility in managing prospects who should not be contacted. This update includes changes to existing workflows and the addition of a new automated workflow option.

A new automation workflow Mark as DNC Until Specific Time (<Selected Duration>) has been added under Administration » Call Dispositions.

You can trigger this automated workflow for the disposition. Once triggered if the prospect is marked with the selected disposition, the prospect will be marked as DNC for a predefined duration set in the Administration » Company Setup » Call Disposition section.

For example, if you configure Set the DNC Until duration as 1 month (Default), and the user logs the disposition assigned to this workflow, the prospect will be marked as DNC and will not receive calls for 1 month.

Once the 1-month period ends, the prospect will be automatically removed from the DNC list and will be available for future calls.

NOTE:

By default, for the new users Mark as DNC Until Specific Time (<Selected Duration>) will be automatically selected for specific outcomes.
For the existing users, the workflow Update DNC has been renamed to Mark as DNC Forever, with its functionality remaining unchanged. Additionally, the new workflow Mark as DNC Until Specific Time (<Selected Duration>) has been added, allowing existing users to take advantage of this enhanced flexibility.
For the disposition Do Not Contact, the workflow Mark as DNC Forever will be selected by default for all the users.

Enhanced Search Functionality in the Parking Lot Rules

Koncert has enhanced the search functionality in the Parking Lot Rules tab to improve user experience and make finding specific parking lot rules more efficient.

A new Search By dropdown has been added in front of the existing Search Bar. This dropdown allows users to refine their search by selecting one of the following criteria:

Rule Name
Phone Number
User Name

Based on the selected value from the dropdown, the search bar will populate relevant suggestions, enabling users to quickly find the specific rule, contact, or user they are looking for.

Enhanced Picklist Value Mapping for CRM and Apollo Users

Koncert now facilitates automatic retrieval and displaying of available picklist values in custom fields directly from your CRM or Apollo

Users no longer have to manually enter picklist values when setting up custom fields in Koncert. This enhancement simplifies the setup process, reduces errors, and saves time.

When creating a new custom field of dropdown type in Koncert, the dropdown values will be automatically fetched once the custom field is mapped.

In addition, any changes made to the field values in CRM or Apollo, such as edits, deletions, or deactivations, will be automatically updated in Koncert. Users can apply these changes by clicking the Reset or Refresh button in the Dialing Session tab.

Additionally, if there are any changes to field names in HubSpot, these will also be reflected in Koncert’s Custom Fields.

NOTE: For Salesloft users, the existing process remains unchanged, requiring manual entry of picklist values. A new checkbox Dropdown Value for Salesloft will be available for adding these values.

Workspace

User Management Changes

We have made updates to the User Management tab under the Workspace to enhance the visibility and management of user accounts. The following changes have been implemented:

When the Show Only Active Users toggle is enabled/disabled, the list of active/inactive users will be displayed respectively.

A label Show Only Inactive Users has been added in front of the toggle to clearly indicate its function.

If an admin attempts to add an email address associated with an inactive user, an alert will notify them that the email belongs to an inactive user.

The alert includes an option to re-invite the inactive user. Clicking the provided link triggers a pop-up that facilitates the re-invitation process, allowing the inactive user to regain access to the application.

The added alert system ensures that admins are informed when an email address is associated with an inactive user, helping to maintain accurate and up-to-date user records.

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.

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