The Koncert Dialers Stable Release V18.6.2 - February '25 includes enhancements that will bring you a better Koncert experience.
The topics are as follows:
Settings Summary - Battlecards
Enhanced Call Disposition Pop-Up
Automatic retrieval of Phone types
One-Off Call – Instant Dialing of any prospects
Pause Alert Message for Users during AAD Sessions
Lock Dialing Instructions for AAD Sessions
Customized Voicemail Settings for Phone Columns
Addition of Missing Phone Columns in Customize View
Click Dialer Call While Session is Paused
Display of Fields from Sales Engagement Platforms
▼ Lists
Importing Prospects with Associated Tags
Updated Call Recording Controls
Simplified Report Selection and Retrieval
List performance Report - New Columns
Persistent Customization in Reports
Positive Conversation Dispositions in Executive Summary Report
Export of Custom Fields in All Calls Report
Timeout Alert for Inactive Salesfloor Rooms
Enhanced Field Mapping for Seamless Integration
Enhanced Call Management with Call Rhythm Control
Automatic Dispositions Mapping
Addition of Custom Fields For HubSpot
Parking Lot Rules Validation with Inactive or Missing Call Dispositions
Enhanced Security with Multi-Factor Authentication (MFA)
UI Enhancements
New User Interface
The Koncert app now includes a brand-new User Interface (UI) designed to improve navigation, simplify workflows, and enhance the overall user experience.
Switch to new UI:
A Switch to new UI button is available at the bottom-left corner in the menu. The users enable the toggle to explore the new UI.
In the new UI, you can switch back to the existing UI anytime by disabling the New Interface toggle button located at the top.
Navigation Revamp:
The Menu on the left side has been moved to the Top and the tabs are now grouped logically to improve accessibility.
Grouped Tabs:
Dialers Menu:
All dialer-related products, such as AI Flow Dialer, AI Parallel Dialer, Agent-Assisted Dialer, and Lists, are now consolidated under the Dialers menu in the top navigation. This update provides users with easier access to all dialer tools in one centralized location.
Administration Menu:
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For Admins: The Administration menu now serves as a centralized hub for configuration and management, featuring the following tabs: Administration, Caller IDs, and Settings.
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For Users/Managers: The same tabs are accessible; however, access to the Administration tab depends on permissions granted by the admin. If access is not granted, only the Settings menu will be displayed, which includes the Settings and Caller IDs tabs.
Remote Salesfloor:
The Remote Salesfloor menu now includes both Remote Salesfloor and Remote Coach, grouping related features for improved organization.
Benefits:
- Improved Usability: The consolidated menus and streamlined layout make navigating and managing tasks more intuitive.
- Flexibility: Users can easily switch between the new and old UI as they adapt to the new changes.
- Efficiency: A cleaner design and logical grouping of features help users save time on frequent actions.
We encourage all users to explore the new interface, take advantage of its enhanced features, and provide feedback for future improvements.
Help & Support feature
A new Help & Support icon has been introduced at the top of both existing and new interfaces. The features Knowledge Base and Product Tour have been grouped under this icon.
This provides a central location for accessing guidance and usability tools.
Relocation of Zoom Controls
The zoom-in and zoom-out options have been relocated under the Profile icon at the top right corner of the screen to improve accessibility and streamline the user interface.
Test Audio feature
Koncert introduces a new Test Audio feature to ensure that your connected microphone and speaker are functioning properly. A Mic icon has been added to the right side of the Koncert application, next to the Audio Status in the Session tab. This icon allows you to quickly test your audio devices.
When you click the Mic icon, a Test Your Mic/Speaker window will appear.
Microphone Settings:
Microphone Dropdown: The window will show a dropdown under Microphone to select the microphone device connected to your system.
Visual Feedback: Once you select your microphone, you will see oscillations or sound waves, indicating that the microphone is functioning correctly.
Speaker Settings:
Speaker Dropdown: Similarly, you can select the Speaker device connected to your system using a dropdown.
Audio Check: Once selected, you can listen to the audio through your speakers by clicking the Play icon to confirm they are working properly.
Pause – Stop listening to the audio.
Volume – Mute/unmute the audio.
Volume Bar – You can adjust the volume as needed by hovering over the Volume bar and tapping anywhere on the slider bar or dragging the slider to adjust the volume.
After testing the microphone and speaker, enable the checkbox Use this Mic/Speaker to confirm your selected devices for use. Once enabled, the selected microphone and speaker will be displayed in both your Dialing Session, Call Disposition pop-up and Remote Salesfloor - Sound Devices section.
This feature ensures that users can easily verify their audio setup before starting a session, preventing potential audio issues during interactions and providing a smoother, more reliable experience.
Dialing Session
Dialing Session Updates
We’re thrilled to introduce significant updates to the Dialing Session tab interface, focusing on enhanced usability, performance, and functionality. Here’s a detailed summary of the improvements:
Enhanced Tab Management
- New Callbacks Tab: A dedicated Callbacks tab has been introduced to streamline the tracking and management of callbacks. Refer to the section New Callbacks Tab.
- New Canceled Calls Tab: A separate Canceled Calls tab has been added, allowing users to review and manage canceled calls efficiently, ensuring no missed opportunities.
- Clear Tab Organization: Tabs for Dialable Prospects, Recently Dialed, and Non-Dialable Prospects have been optimized for better clarity.
Improved User Interface and Navigation
- Today's Stats: The "View your stats" label has been renamed to Today's Stats for a clearer and more actionable summary of daily performance.
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Customize Icon Upgrade: The Customize View button is now replaced with the Customize View
icon.
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Clear Contacts: The Clear Contacts in View button has been moved to a more prominent location at the top of the Advanced Settings section.
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Timestamp for List Refresh: A Timestamp
has been added next to the List Metrics info showing the last time the contact list was refreshed, ensuring users are always working with the latest data.
The timestamp will automatically update whenever a list is refreshed or uploaded into the Dialing Session tab. The refresh date will also reset when the list is re-uploaded or manually refreshed, ensuring that users always have the most current information on their lists.
New "One-Off Call" Feature
A One-Off Call icon will appear to the left of the Mic icon after connecting to the Phone Bridge.
This feature is used to initiate a One-Off call, i.e. immediate calls to prospects. These updates aim to make your Koncert Dialer experience more efficient, intuitive, and productive. Refer to the One-Off Call – Instant Dialing of any prospects section.
New Callbacks Tab
A new Callbacks tab has been added to the Dialer interface, providing a dedicated space for managing and tracking callbacks. This powerful addition offers several key benefits:
Here, you can view 3 sub-tabs.
- All – Complete list of callbacks, including both answered and unanswered.
- Answered Calls – Displays callbacks for all incoming calls that were either answered live, directed to voicemail, or routed to an automated system.
- Unanswered Calls – Shows a list of callbacks, including all incoming calls that were abruptly disconnected, encountered a busy line, or were interrupted due to network issues.
The count of each metric will be displayed. The Info icon, displaying the description of each sub-tab when hovered over, is available.
Enhanced Filtering and Sorting
- Date Range Filter: Filter callbacks by date range (Today, Yesterday, Current Week, Last Week, Current Month, Last Month) to easily identify and prioritize urgent callbacks.
- Search by Name/Phone: Quickly search for specific callbacks by contact name or phone number.
- Sorting Options: Sort callbacks by date, contact name, or account name to organize them in a way that suits your workflow.
Timestamp of Refresh
A timestamp is displayed on the Callbacks tab to indicate the last time the data was refreshed. This ensures that you are always working with the latest information.
Clear and Concise View
The Callbacks tab provides a clear and concise view of essential callback information, including:
- Contact name
- Account name
- Phone number
- Date of the callback
- Duration of the callback
- Status of the callback
- Call Disposition. Applicable only for Answered Calls sub-tab
Settings
The Settings button allows you to customize the following preferences.
Real-time Notifications
In-App Notifications: Enable to receive instant notifications for new callbacks directly within the Koncert app.
SMS Notifications: Enable to receive SMS notifications for callbacks. Upon enabling, an alert prompts you to configure the notifications for SMS alerts.
Allow – Click on this to proceed to the next steps.
Select your call status (Ringing, In Progress, or No Answer) under the section "Notify when the call is". The SMS will be sent only based on the call status selected.
Call Forwarding
Call Forward to: You can configure a phone number to receive calls as well as SMS which notifies you about the callbacks.
In order to receive callbacks or SMS notifications, Koncert will verify the phone number you entered over a call and SMS.
Phone Number Verification:
After entering the phone number, a prompt will appear asking for the One-time password (OTP). The user will now receive the OTP via a phone call from the Koncert team. Once the OTP is entered correctly, the message Phone number verified will appear to confirm successful verification.
SMS Verification:
After your phone number is verified, Koncert will send you a confirmation SMS. Once the SMS is delivered, you will see a message stating SMS Verified.
After completing the verification process, you will receive SMS notifications whenever a callback is received.
You can opt out of receiving callback notifications at any time by simply replying Stop to the SMS message. Once sent, the SMS notifications in Koncert will be automatically disabled, and you will no longer receive callback alerts via text message
By incorporating this new Callbacks tab and its advanced features, we aim to empower you to manage your calls more effectively and boost your overall productivity.
Enhanced Filtering Features
The Add Filters button enables users to filter and dial records based on specific criteria by selecting one or more columns from the dropdown list. Users can search for values, apply filters, and combine multiple conditions to narrow down records that meet their requirements.
When multiple criteria are combined, the Boolean AND logic is applied. This ensures that only records satisfying all specified criteria are displayed.
For example, If you filter for records where Account Name = Blue Stone (AND ) City = Houston, the system will only display records that meet both conditions.
Applied filters are now summarized within the Add Filters button as a label. For example, if a user applies two filters: City = Houston and Account Name contains Blue Stone, the button will display Filtered by 2 fields.
You can Edit or Delete
a filter by clicking the respective icon next to each filter. Additionally, you can clear all applied filters by clicking the Clear
icon next to the Filtered by <count> fields label.
This enhancement provides a quick and clear summary of the filters in use, eliminating the need to open the dropdown for verification.
Hidden by Filters
A new Hidden by Filters tab has been added to display records that are excluded from the current filtered view. This allows users to track which contacts are hidden based on the applied filters.
Settings Summary - Battlecards
A new section Battlecards has been added under the Settings Summary panel where the list of available battlecards will be visible. You can select the battlecard as you wish. The Battlecard selected here will be displayed directly within the Call Disposition window under a dedicated Battlecards tab.
Refer to the Battlecards section.
Enhanced Call Disposition Pop-up
We are thrilled to introduce a revamped Call Disposition popup with improved UI, enhanced functionality, and a user-friendly layout. These updates are designed to make navigation easier and workflows more efficient.
New Tile-based Layout
Information is now grouped into distinct sections, improving visibility and navigation. A modernized design ensures users can easily find critical information.
Quick Display of Connected Prospect Details
Key details about the connected prospect are now displayed in a row format at the top of the Call Disposition pop-up. This improvement allows users to access relevant information quickly and efficiently upon connect.
Reorganized Action Buttons
Frequently used action buttons like Save & Pause and Dial Next Number have been relocated to the bottom of the Current call notes section for better accessibility during calls or updates. This change ensures a consistent workflow across devices and screen sizes.
Introduction of Two Key Tabs
Koncert introduces two tabs: Quick View and Battlecards.
- Quick View: Provides an overview of key prospect details in one place. This is the default view, where you can see Prospect Fields, Prospect Notes, and Activity sections, along with the newly added Account Fields section.
Additionally, a sub-section, Account Activity, has been added under the Activity section to display the top 10 activities for the account in a new tabular design that separates Prospect Activity and Account Activity for a more logical layout.
- Battlecards: The Battlecard selected in the Settings Summary will be displayed directly within the Call Disposition window. This provides sales enablement content and competitive insights for users.
If needed, you can click on the Battlecard to view it in an expanded format, as shown below.
When multiple Battlecards are available in the Call Disposition Pop-up, you can drag and drop them as desired and Pin items for easy access.
Refer to the Battlecards section.
Admins have the ability to specify whether Quick View or Battlecards will be the default tab when the Call Disposition window appears. This setting can be configured under the Default Tab section in Administration » Company Setup » Call Disposition.
The updated Prospect Detail View is designed to improve usability, streamline workflows, and provide all necessary information at your fingertips. Explore the new features and enjoy a more productive experience!
Automatic retrieval of Phone types
In the latest update, whenever a new organization is created or a Sales Engagement platform is integrated with Koncert, the system automatically retrieves and displays the available phone fields from the respective CRMs/SEPs (Sales Engagement Platforms). These fields are then auto-mapped and organized under the Custom Fields tab under Administration within Koncert.
By automating this process, Koncert significantly improves efficiency, reducing manual work and ensuring that phone fields from integrated platforms are correctly represented and easily accessible to users. This feature is particularly useful for teams that rely on accurate and up-to-date phone information across different systems, facilitating smoother communication and outreach efforts.
One-Off Call – Instant Dialing of any prospects
Koncert introduces the One-Off Call feature on the Dialing screen, designed for making instant calls to prospects. This enhances your ability to connect with any prospect quickly and efficiently, streamlining the call process.
A One-Off Call icon will appear to the left of the Mic icon after connecting to the Phone Bridge.
Clicking the One-Off Call icon will open the One-Off Call (CRM/SEP/CSV) window. Koncert searches for available prospects based on the CRM/SEP selected in the Source dropdown under the Settings Summary panel.
In this window, you can enter the prospect’s contact name. If the name already exists in your CRM/SEP, a list of matching contacts will appear, along with their phone numbers, based on the phone columns selected in the Settings Summary panel. A maximum of 10 prospects will appear while searching.
For instance, if Salesforce is selected in the Source dropdown, Koncert will search for the prospect within the Salesforce account and display the results.
For standalone orgs (i.e., CSV lists), Koncert will search the available lists in the Koncert application if no Sales Engagement Platform is integrated. However, if a Sales Engagement Platform is integrated with the standalone org, Koncert will search for the prospect within the integrated Sales Engagement Platform.
Once you select a contact, the call will be initiated through the Click Dialer. The Click Dialer - Call Disposition popup will then open, allowing you to record the call outcome and add any relevant comments.
You can view call metrics in the Call Recordings and Analytics tabs. All call recordings and associated analytics will be accessible for review and tracking.
As with all calls, an activity record will be automatically created in your CRM/SEP for the call made, ensuring that your sales data is always up-to-date without manual input.
If the name you entered does not exist in your CRM/SEP, Koncert allows you to add the prospect directly to the respective CRM/SEP. Click the Add a Prospect button.
A window will appear where you can enter the Account Name, Contact Name, and Phone Number.
After entering the details, clicking Save & Call will initiate the call and automatically add the prospect to your CRM/SEP as well as to the current dialing list in the Dialing Session tab.
Benefits:
- Instant Connectivity: The One-Off Call feature allows you to quickly dial prospects without the need to navigate complex processes, increasing your ability to engage in real-time.
- Seamless Integration: This feature is fully integrated with your CRM/SEP, ensuring that all activities, call outcomes, and new prospects are automatically recorded and tracked.
- Improved Productivity: With the addition of the phone icon and simplified calling process, you can make calls more efficiently, leading to a more streamlined workflow and faster response times.
This feature is designed to enhance your calling experience by making it easier and faster to connect with prospects while ensuring that all relevant data is captured for follow-up and analysis.
Pause Alert Message for Users during AAD Sessions
A new alert message has been introduced for AAD (Automatic Agent Dialer) sessions. When a Dialing Agent pauses the session from their end, the user will now see an alert message. This enhancement is designed to improve communication and provide clarity regarding the session's status.
Lock Dialing Instructions for AAD Sessions
Koncert introduces a new feature allowing administrators to lock Dialing Instructions during Agent Assisted Dialer (AAD) sessions. This ensures consistency and accuracy in the information provided to Operators or Gatekeepers regarding the purpose of the call.
Administrators can now request Koncert Support to enable the Dialing Instruction Lock feature. Once enabled, specific users can only view the Dialing Instructions configured by specified managers.
Administrators need to request Koncert Support with the following information:
- Which manager's Dialing Instructions should be applied.
- The users for whom these instructions should be displayed.
How It Works:
When this feature is enabled, the Dialing Instructions entered by the specified manager will automatically appear for the selected users.
Users will no longer be able to edit the Dialing Instructions, ensuring consistency across sessions.
Benefits:
- Ensures uniform messaging and professionalism during calls.
- Reduces errors or inconsistencies in instructions.
- Centralizes control of call instructions for better management.
Customized Voicemail Settings for Phone Columns
We’re thrilled to announce a new enhancement in Koncert that allows users to customize voicemail settings for each Phone Column in the Voicemail section of the Settings Summary window. Previously, enabling Voicemail limited dialing to a single phone column. This feature gives you more control over voicemails, ensuring they align with specific phone fields during dialing sessions.
Unique Voicemail Assignment:
Assign unique voicemails to specific phone fields. During dialing sessions, Koncert will automatically drop the selected voicemail for prospects at the assigned phone field.
Voicemail Toggle & Selection:
Enable the Voicemail toggle to activate this feature. Once enabled, an option Choose a Voicemail for each Phone Field becomes available in the Voicemail section.
Pop-up for Voicemail Selection:
When selecting this option, a pop-up prompts users to choose specific voicemails for each phone field.
Clicking Save will apply the settings.
If no voicemail is assigned to other fields, no voicemail will be dropped for those columns
It is important to note that, you cannot close or save this window without selecting Voicemail for at least one phone field. If no voicemail is selected, the below alert message will be displayed when attempting to save or close the pop-up.
Also, if a voicemail is selected from the Select Voicemail dropdown but no other voicemails are chosen for additional phone columns, the selected voicemail will be applied to the first phone column by default.
Reset Notification:
If changes are made to the phone fields, the voicemail assignments will reset. An information icon has been added next to the Phone Fields, which shows the following tooltip when hovered over.
Limitations:
This feature is not available when users select specific sequences or cadences for prospects in Sales Engagement platforms. The existing feature, Customize Voicemail for Each Step, remains applicable for these lists.
Benefits:
- Provides granular control over voicemail assignments.
- Automates voicemail drops, saving time and improving efficiency.
- Ensures the correct voicemail is delivered to prospects based on their phone field.
Addition of Missing Phone Columns in Customize View
Previously, Koncert would trigger an alert if the entered phone column from the Settings Summary window wasn’t available in the Customize View.
Now, if the selected phone column is missing, it will be automatically added to the Customize View, and the dialing session will begin without requiring further intervention.
Click Dialer Call While Session is Paused
Users can now instantly initiate a call through Click Dialer even when the session is paused in AIFD or AIPD. By clicking the One-Off Call icon, the system will immediately connect with the prospect without needing to resume the session.
After initiating a Click Dialer call, the row for the dialed prospect will be automatically removed from the session.
This improvement ensures that only necessary updates are made, without refreshing the entire screen.
Display of Fields from Sales Engagement Platforms
Koncert now fetches additional fields from Sales Engagement Platforms (SEPs) and displays them in the Dialing Session tab when importing Manual Calls. This update ensures better alignment and seamless integration with supported platforms.
Salesloft:
- Koncert retrieves Subject and Notes from Salesloft and displays them under the Subject and Comments columns, respectively.
- If updates are made to the Subject or Date fields in Salesloft, the Comments field in Koncert will be cleared automatically.
Outreach & Apollo:
- Koncert retrieves Notes and Subject from Outreach/Apollo and combines them as a single line under the Comments column (Notes followed by Subject).
NOTE: The Comments field in Koncert is read-only i.e. restricted from manual editing.
Benefits:
- Ensures seamless two-way synchronization of Comments and Subject fields between Koncert and integrated platforms.
- Reduces manual effort with automated updates and write-back functionality.
Lists
Importing Prospects with Associated Tags
Koncert enables importing a list from the Sales Engagement platform with tags. This feature is available for Salesloft and Outreach only.
A new Tags field has been added in the Add Records from Salesloft/Outreach window when uploading a record, where you can select tags. You can filter and import any prospects from Sequences/Cadences, Pending Calls, or Manual Calls based on tags.
For Salesloft, the available tags will appear in a dropdown menu. The list will be imported with the prospects filtered based on your selected tags. Multiple tag selections are allowed. Only prospects that match all the selected tags will be imported.
For Outreach, users must manually enter the tags in the Tags field, with multiple entries allowed.
In all cases, only the prospects with the selected tags will be imported, ensuring a more targeted and customized import process.
Quick Lists
We are thrilled to announce the introduction of the Quick Lists feature designed to help you connect with prospects at the most relevant moments, boosting your chances of increasing pickups and booking more meetings.
The Quick Lists includes two newly introduced lists that provide greater flexibility, streamlined dialing processes, and improved prospect management. Those lists have been added to the Lists tab and the Settings Summary panel.
- Prospects Who Didn’t Answer Today
Designed to streamline the dialing process by targeting unconnected prospects.
Automatically includes all prospects called but not connected with on the current day.
Timeframe Selection:
When importing this list, a pop-up allows you to select a timeframe such as Today, Yesterday, Last Week, 2 Weeks, or a Custom Date (up to a month duration).
The list name updates based on the selected timeframe. For example, selecting Last Week renames the list to Prospects Didn’t Answer Last Week in the Lists tab once imported. Only the activity will be created for the Quick List when a dial is made.
- Prospects Who Opened or Clicked Emails Recently
Applicable only for Outreach and Salesloft integrated orgs.
Includes all actively sequenced prospects in an Email touch/step who have opened or clicked emails at least twice.
If imported into the Dialing Session tab for dialing, only the activity will be created for the Quick List. Calls to prospects from this list will not advance or complete existing touches/steps.
In Salesloft, prospects remain in the Quick List even if removed or exited from the Sequence. Prospects can be removed by marking them as Do Not Call (DNC) if needed.
Benefits of Quick Lists
- Customizable Timeframes: Provides flexibility in reviewing missed connections over different periods, aiding in better prospect management.
- Enhanced Sequence Management: Keeps prospects in active Sequences visible, simplifying the process of identifying and following up on missed connections.
Quick List is a powerful tool for targeting and managing prospects effectively, ensuring a higher success rate in dialing sessions and follow-ups. Explore these features today and elevate your sales productivity!
Call Recordings
Updated Call Recording Controls
We are excited to introduce improvements to the Enable Call Recordings feature, designed to give administrators greater control over call recording settings for the entire organization.
Previously, if the call recording feature was disabled, the admins needed to reach out to Koncert support for reactivation.
With this update, admins can now easily re-enable the feature themselves by simply toggling the switch again. This change streamlines the process and allows for quicker adjustments as needed.
To help prevent accidental changes, a confirmation popup has been added when admins try to disable the Enable Call Recordings toggle.
This prompt ensures that admins are fully aware of the implications of their actions before proceeding.
If the admin confirms, the Call Recordings tab will be disabled for the entire organization.
Only the Settings subtab and the View Audit Trail will remain accessible, allowing the admins to re-enable the feature and review change logs when needed.
The View Audit Trail provides a detailed log of changes made in the Permissions and Settings tabs, including logs of who enabled or disabled the call recordings feature.
These enhancements aim to improve the user experience and provide more flexibility for administrators in managing call recordings.
Analytics
Call outcomes Report
A new Call Outcomes report has been added under the Analytics » Advanced sub-tab. This report provides the consolidated Call outcomes logged by the Talker (Sales Rep) and Dialing Agents/AI as separate sections namely User Dispositions and Non-connected Dispositions, during the date range selected.
Dispositions marked as Conversation in the Administration » Call Disposition sub-tab will be highlighted in green under the User Disposition section. Meanwhile, the outcomes Busy, Failed, and Talker Busy - Unanswered Call Canceled under the Non-Connected Disposition section will be highlighted in pale red.
Simplified Report Selection and Retrieval
We’ve made significant improvements to the report selection process, consolidating and streamlining the experience for better usability. Here’s what’s new:
Previously, reports (e.g., AIFD Executive, AIPD Executive, and Koncert Executive) were separated by different products, resulting in multiple versions of similar reports.
Now, these have been consolidated into single unified reports. This applies to the following reports.
- Executive summary
- All Calls
- Talker Call Disposition
- Weekly Summary
- International Summary
Instead of selecting a report for each product, users now select a single report from the available list (e.g., All Calls, Executive Summary).
Once the report is selected, use the Dialers filter to specify the product (e.g., AIFD, AIPD, or others). This retrieves the selected report tailored to the product.
For example, select Executive Summary report, and then AIFD under Dialers. This retrieves the Executive Summary report based on the AIFD product.
This simplifies report management while maintaining comprehensive functionality and making it easier to find and prioritize relevant reports with fewer clicks.
The Dialers filter will be disabled or grayed out for the following generic reports:
- Network Latency (formerly known as Koncert-Network Latency Report)
- Do Not Call (formerly known as Koncert-DNC Report)
- Parking Lot (formerly known as Koncert-Parking Lot Detailed Report)
Additionally, the brand name "Koncert" has been removed from all existing reports. Going forward, only the report name will be displayed, with the Koncert branding omitted where applicable.
List performance Report - New Columns
Several new columns have been added to the List Performance report. Users can select and add them to their view through the "Select Columns" window if desired. These new columns include:
- Dial Time – Total duration of time each call was connected (in HH: MM XM).
- Hold Time – Total time a user is on hold in all dialing sessions during the selected date range in HH: MM: SS format.
- Wrap Time – Time duration between call ‘Hang Up’ and ‘Save & Pause’ or ‘Dial Next Number’ or ‘Dial Next Contact’ in HH: MM: SS format.
- Wait time (Avg) – Average wait time between each connect in ‘hh:mm:ss’ format.
- # Dials to Meetings – Total no of Dials/Total no of Meetings.
- #Connects to Meetings – Total no of Connects/Total no of Meetings.
Persistent Customization in Reports
Any adjustments made to the reports, such as resizing columns or wrapping column names, will be saved and remembered. The next time you access the report, these customizations will be automatically applied, ensuring that the report appears exactly as you previously configured it.
This feature helps maintain consistency and saves time by preserving your preferred settings for future visits.
New Visual alert
Koncert provides the ability to display all available records across all reports upon request. A new visual alert has been added to inform users: Please note that the screen may load slower if all records are shown.
This message will appear below the already available text to ensure users are aware of the potential impact on performance when viewing all records.
Schedule Automatic Reports
This update introduces a default scheduling system for key reports – All Calls, Executive Summary, and Talker Call Disposition, which is automatically added and initiated during onboarding. Automated scheduling reduces manual effort and ensures consistent delivery of essential performance reports.
User and Manager Integration: All users and managers will be automatically included in the Choose Users dropdown. Admins and Managers will be automatically included in the Send To dropdown, ensuring they receive the scheduled reports.
Scheduling Automatic Reports: Reports will be auto-scheduled to be sent every Monday at 9 AM EST. Scheduled reports will be sent to an Admin and Managers in the organization. The reports will cover data from the previous week, providing insights into user performance metrics.
Dynamic Updates: If a user or manager is made inactive, they will be automatically removed from the scheduled list.
Positive Conversation Dispositions in Executive Summary Report
Koncert has enhanced the Executive Summary report by incorporating dispositions marked as Positive Conversation under the Administration » Call Dispositions tab. This update provides improved visibility and tracking of key metrics, enabling users to analyze outcomes more effectively.
Positive Conversation Tracking: Dispositions categorized as Positive Conversation are now displayed as separate columns in the Advanced » Executive Summary report. This enhancement allows users to monitor and evaluate specific outcomes in greater detail.
For instance, a Meeting Scheduled disposition marked as Positive Conversation will now appear in the Executive Summary report. This offers users a clear and detailed view of scheduling outcomes and other similar metrics.
Benefits:
- Improves tracking and reporting of key call outcomes.
- Provides granular insights into Positive Conversation dispositions.
- Enhances decision-making with detailed data visibility.
Export of Custom Fields in All Calls Report
Koncert now supports the export of custom fields in the All Calls report under the Analytics » Advanced section. This feature enhances reporting capabilities by allowing users to track and export custom field data directly from the system. This feature will be enabled on a request basis.
Once enabled, when exporting the All Calls report, both standard and custom field information will be exported.
By allowing custom fields to be included in the export, Koncert simplifies data analysis processes, ensuring that all necessary information is readily available in the report without requiring additional manual tracking. Having access to custom field data in exported reports enables teams to make more informed decisions based on complete, relevant data sets.
Salesfloor
Timeout Alert for Inactive Salesfloor Rooms
To improve session management and optimize resources, a new timeout alert has been introduced for Salesfloor rooms. This feature notifies users of inactivity and provides options to extend or end the session.
Meeting Timeout Alert: When a user creates a room in Salesfloor and remains inactive for more than 15 minutes.
Click the Extend Audio button to extend the meeting for 15 more minutes, or click End Meeting to end the session.
Audio Session Timeout Alert: As Salesfloor rooms connect through a phone bridge, if the user navigates away to another module while inactive, the same alert will be displayed with a different header.
Click the Extend Audio button to extend the audio session for 15 more minutes, or click Leave Audio to terminate the session.
Key Benefits:
- Prevents unnecessary resource utilization due to prolonged inactivity.
- Provides users with the flexibility to extend sessions as needed.
- Ensures a seamless experience across modules with consistent notifications.
Display of List Name
During the Salesfloor session, attendees can now view the host's current call status with enhanced detail. An Info icon appears next to the host’s status (e.g., On Wrap, Paused) and displays the List Name of the list to which the prospect belongs, when hovered over.
Previously, the List Name was displayed only for the On Call status. Now, this information is available for other statuses like On Wrap and Paused.
Administration
Enhanced Field Mapping for Seamless Integration
We're excited to announce a significant update to the Custom Fields feature in Koncert. This enhancement provides a more streamlined and efficient way to integrate data from your CRM and Sales Enablement Platform (SEP) into Koncert.
New "Show" Dropdown
A new Show dropdown has been added with two options:
- Prospect Fields: This option displays fields that are relevant to individual prospects, such as contact name, email, phone number, etc.
- Account Fields: This new option displays fields that are relevant to accounts, such as account name, industry, revenue, etc.
Previously, the prospect and account fields were combined and displayed under the Custom Fields tab.
By adding the Account Fields option, we've expanded the range of data related to your account to be used in Koncert.
Dedicated Buttons for CRM and SEP Field Addition
Previously, to add a custom field, you had to manually create it in Koncert and then map it to respective CRM or SEP fields in Koncert. This process was time-consuming and required technical knowledge.
With this update, Koncert allows adding fields (Prospect and Account) directly from your CRM/SEP without manually creating and mapping in Koncert. This simplifies the process and reduces the risk of errors. For this, the following buttons have been added.
Before adding any fields, select either Account Fields or Prospect Fields from the Show dropdown. Based on the selection the list of fields will be available while adding any fields. You can use the below buttons.
- Add a <CRM> Field: This button directly accesses available fields from your CRM (e.g., Salesforce). This allows you to seamlessly add fields like Contact Name, Email, etc., directly from your CRM.
- Add a <SEP> Field: This button directly accesses available fields from your SEP (e.g., Outreach). This enables you to add fields like Sequence Name, Step Display Name, etc., directly from your SEP.
Streamlined Field Mapping Process
For instance, if you have selected the Account Fields from the Show dropdown, the Salesforce Account field like Industry, to be added in your Koncert side, you can now simply click the Add a Salesforce Field button, and select the Industry field from the Select a Field dropdown. This dropdown will only display the account-related fields. Click the Save button.
This field will be automatically added to Koncert.
Benefits of the Update:
- Enhanced Field Adding Flexibility: Easily add both prospect-level and account-level fields.
- Streamlined Workflow: Reduce the time and effort required to set up custom fields.
- Enhanced Data Insights: Gain deeper insights into your sales pipeline and customer data.
Battlecards
We are excited to introduce the Battlecards feature to enhance team collaboration, knowledge sharing, and competitive intelligence. Applicable only to Admins and Managers with Admin access.
Admins can create and share valuable content for prospecting. This content can include:
- Product Information: Details about your company’s products and value propositions.
- Competitive Differentiators: Insights to highlight what sets your company apart from competitors.
- Persona Talk Tracks: Tailored messaging to effectively position your products and services.
Admins can use bullet points, checklists, and concise paragraphs to equip teams with the tools they need to:
- Address customer questions effectively.
- Differentiate your product from competitors.
- Improve pitch delivery and conversational flow.
Koncert enables the Battlecards to be displayed in the Call Disposition window under a dedicated Battlecards tab. This helps teams have more productive conversations and ultimately book more meetings during dialing sessions.
How does Battlecards help Sales Reps?
- Sales and Support Enablement: Equip teams with detailed, role-specific guidance to handle customer interactions confidently.
- Competitive Edge: Share timely competitive intelligence across teams to maintain strategic advantage.
- Enhanced Collaboration: Bridge communication gaps by sharing consistent and structured information across the organization.
- Improved Workflow: Direct integration with Call Disposition ensures relevant insights are always at your team’s fingertips during critical customer interactions.
The Battlecards tab has been added under the Administration tab.
Here you can create, and view all existing Battlecards in a clean, searchable table, displaying key details such as name, associated persona, content, and sharing settings.
Creating a Battlecard:
- Quickly create a new Battlecard by clicking the Create a Battlecard button.
- The Create a Battlecard window will appear. Enter all necessary details:
- Title: Add a descriptive name to identify the Battlecard easily.
- Persona: Assign one or more personas to target the Battlecard for the right audience. (optional). When assigned, it equips users with precise, relevant information specific to their prospect's profile.
This functionality works by linking personas to specific titles. When you call a prospect with a matching title, the associated Battlecard is automatically displayed at the top of the Battlecards view, providing immediate access to the most relevant information.
For example, if a Battlecard is associated with the Vice President Persona, it will be prioritized in the Battlecards tab in the Call Disposition window when a user interacts with a prospect holding that title. This ensures that users always have focused, actionable, and contextually appropriate content readily available.
- Shared to: Specify whether the Battlecard is shared with All Users or selected Teams for focused dissemination. You can select individual teams or multiple teams at once.
- Content: Utilize the rich text editor to craft comprehensive and visually structured content. Formatting options include bold, italics, bullet points, hyperlinks, and more.
- Click Create to save the Battlecard.
While importing a list, you can add this Battlecard from the Add Records From window in the Lists tab based on the settings configured by the Admin. Refer to the section List Specific Battlecards.
Start utilizing Battlecards today to empower your teams with the tools they need to succeed in a competitive landscape!
Personas
We are thrilled to announce the release of the Personas feature, a powerful tool designed to streamline audience targeting and segmentation for your sales and marketing efforts. This new functionality enables teams to create, manage, and optimize personas with precision, ensuring your outreach is always directed at the right individuals.
You can link Personas to the Battlecards if necessary. When assigned, it equips users with precise, relevant information specific to their prospect's profile. For example, a Battlecard associated with the Vice President persona will only be accessible to users working with prospects in that category. This approach guarantees that the content remains focused, actionable, and contextually appropriate.
How does Personas help Sales Reps?
- Enhanced Targeting: Create personas tailored to specific job roles, ensuring your communication resonates with the intended audience.
- Efficient Campaign Execution: Exclude irrelevant roles to save time and resources while improving the effectiveness of your sales and marketing efforts.
- Strategic Insights: Segment audiences effectively for focused communication, driving better engagement and results.
The Personas tab has been added under the Administration tab. Applicable only to Admins and Managers with Admin access.
Here you can create, and view all created personas in a clear, searchable table.
Creating a Persona:
- Easily create a persona by clicking the Create a Persona button.
- The Create a Persona window will appear: Enter all necessary details:
- Persona Name: Assign a clear, descriptive name to your persona for easy identification.
- Titles Included: Enter or select the roles from the list of available Suggested Titles to include in your target audience, such as Vice President.
- Titles Excluded (optional): Exclude irrelevant roles from the list of available Suggested Titles such as Project Manager for more focused targeting.
- Click Create to save the Persona.
Take advantage of the Personas feature to drive smarter, more effective sales and marketing strategies today!
List Specific Battlecards
We are excited to announce a new feature under Company Setup » Advanced section: Enable List Level Battlecards.
The Enable List Level Battlecards option allows administrators to manage the availability of Battlecards selection in the Add Records window.
The feature is set to Yes by default, ensuring seamless access to Battlecards in the Add Records window.
Administrators can enable or disable this feature based on organizational needs.
Enhanced Call Management with Call Rhythm Control
We are excited to introduce a new feature, Enable Call Rhythm Control, available under the Company Setup tab. This feature empowers administrators to regulate the pacing of outbound calls to prospects, ensuring an organized and customer-centric approach to communication. The Info icon, displaying the description of this feature when hovered over, is available.
The Call Rhythm Control feature includes the following capabilities:
Enable/Disable Call Rhythm Control: Administrators can choose whether to enable this functionality. By default, the option is set to No, ensuring that existing workflows remain unaffected unless this feature is explicitly activated. When enabled, the following options will be available for configuration.
- Number of Attempts per Day per Phone Field: Administrators can set a specific limit on the maximum number of call attempts that can be made to each of a prospect's phone fields within a single day. The maximum number of attempts per day is 10 per phone field. For example, if the setting is configured for 3 attempts per day per phone field, no additional calls will be made to that phone field once the limit is reached.
- Time Gap Between Each Attempt: Define the minimum interval between consecutive call attempts. This feature provides a controlled rhythm for dialing, allowing adequate time between calls.
Available Timeframes:
-
- 15 minutes
- 30 minutes
- 1 hour
- 2 hours
- 4 hours
- 8 hours
- Enable Call Rhythm Control for Canceled Calls: Allows administrators to enable or disable Call Rhythm Control for canceled calls within the organization. By default, this option is set to No.
Settings Summary View:
Once the Call Rhythm Control is enabled, the configured setting (such as the number of attempts per day and the time gap between attempts) will be visible in the Settings Summary panel. This view is non-editable, providing a quick snapshot of the applied configuration.
Example Configuration:
- Enable Call Rhythm Control: Yes
- Number of Attempts per Day per Phone field: 3
- Time Gap Between Each Attempt: 1 hour
In this configuration, prospects will be contacted a maximum of three times per day per phone field, with at least a one-hour interval between each attempt.
For Users and Managers: The Info icon, guiding the Users and Managers to contact their administrator to modify these settings, is available.
Benefits of Call Rhythm Control:
- Improved Call Pacing: Maintain a balanced approach to customer communication by preventing frequent or overlapping call attempts.
- Enhanced Customer Experience: Ensure prospects are not overwhelmed by excessive contact attempts.
- Operational Efficiency: Streamline outbound call strategies, focusing on quality interactions rather than quantity.
- Compliance with Best Practices: Align call strategies with industry standards and avoid practices that may lead to customer dissatisfaction.
Automatic Dispositions Mapping
Koncert has introduced the Use Dispositions button under Administration » Third Party Integrations » Call Disposition Mapping to streamline and automate call disposition handling. This powerful feature allows users to seamlessly replace existing Koncert dispositions with those imported from authorized Sales Engagement platforms, including Salesloft, Outreach, Apollo, or HubSpot.
Automatically import and sync dispositions from third-party platforms, reducing manual effort and ensuring consistency across systems.
Customize imported dispositions by enabling key attributes such as Conversation, Positive, Meeting, Followup, Referral, or Koncert DNC to align with specific workflows.
Refer to the below articles:
HubSpot Users – How to map dispositions to HubSpot?
Salesloft Users – Salesloft Dispositions Over Koncert
Outreach Users – Updating Koncert Dispositions with Outreach
Apollo Users – Replace Apollo dispositions with Koncert
Addition of Custom Fields For HubSpot
Koncert now automatically adds the following Custom fields from the HubSpot.
- Task Priority: Represents the priority level of tasks (High, Medium or Low) assigned to prospects.
- Task Queue: Represents the ID of the Task Queue in which a prospect is assigned, created within HubSpot.
This feature is available exclusively for HubSpot users.
Both the Task Priority and Task Queue fields will be displayed under the Administration » Custom Fields tab within Koncert.
These fields can be made visible under the Dialing Session tab through the Customize View option. Refer to the article How do I move my columns around in Session?.
Follow-Up List Upload:
When follow-up lists are uploaded from HubSpot, Koncert will automatically retrieve the Task Priority field and display it under the Task Priority column.
Additionally, the Task Queue column will be populated with the ID of the Task Queue to which each prospect belongs, as configured in HubSpot.
Sorting & Filtering Capabilities:
You can organize your prospect lists effortlessly! Use the Sort By option to arrange contacts by Task Priority or Task Queue in Ascending or Descending order.
Want a more refined list? Apply filters based on Task Priority or Task Queue using the Add Filter option for a more focused and efficient prospecting process.
See the article Dialing Session - Workspace for a comprehensive explanation.
Benefits:
- Improved Task Management: This update ensures that critical task information, such as priority and queue details, is seamlessly integrated into Koncert.
- Enhanced Sorting and Filtering: With the addition of these custom fields, users can quickly sort and filter the prospects based on task priority or task queue, streamlining workflows and ensuring focused follow-ups.
- No Manual Data Entry: The data is automatically pulled from HubSpot, eliminating the need for manual input or data syncing.
Parking Lot Rules Validation with Inactive or Missing Call Dispositions
Koncert now includes enhanced validation for Parking Lot Rules. If any call disposition within a Parking Lot Rule becomes inactive or is no longer available, the Parking Lot Rule will also be automatically disabled to maintain system integrity.
A Red icon will appear next to the disabled rule to alert users of the issue. This serves as a visual notification for users to review and address the rule.
Hovering over the Red icon provides a tooltip explaining why the rule was disabled (e.g., the specific disposition that caused the issue). This helps users quickly identify and resolve the problem.
New Custom Fields
Koncert has introduced four new custom fields to provide more granular insights into call outcomes, dialing history, and attempt tracking.
- Last AI Call Outcome
- Last Attempted Outcome
- Last Dialed Date
- Last Talker Call Outcome
For CRM & Sales Engagement Platform (SEP) Users:
These fields can be mapped to the corresponding fields in the CRM or SEP. Once mapped, their values will be retrieved and displayed in the Dialing Session tab when selected from the Customize View option.
For Standalone Users:
These fields will be visible only if they are present in your uploaded CSV file; otherwise, they will appear as blank.
New Filtering Option:
Users can now filter lists based on these new custom fields , improving sorting, segmentation, and overall data management within dialing sessions. This filtering is applicable only to the Recently Dialed tab.
Benefits:
- Provides deeper insights into call outcomes and dialing history.
- Enhances CRM/SEP integration by allowing direct mapping of data.
- Enables better organization and segmentation through advanced filtering.
Workspace
Enhanced Security with Multi-Factor Authentication (MFA)
Koncert is excited to introduce Multi-Factor Authentication (MFA), a robust security feature designed to enhance the protection of your account and sensitive organizational data. This implementation aligns with best practices for secure access and ensures that every user’s login process is fortified with an additional layer of verification. This is only applicable to Standalone orgs.
Default MFA for Admin Onboarding
To prioritize security, MFA is enabled by default for all newly onboarded admins. This ensures that administrators, who have elevated access and permissions within the platform, are protected from unauthorized access right from the start.
MFA Configuration Options for Admins
Admins can manage MFA settings for their organization directly under the Account Management tab. This Multi-Factor Authentication option allows admins to define MFA rules and customize their security preferences based on organizational needs. Options include:
- Enable MFA for all users: Ensures that every user in the organization must complete MFA during login.
- Disable MFA for all users: Removes the MFA requirement for all users.
- User Preference: Grants users the choice to enable or disable MFA according to their personal preferences under their My Profile tab.
MFA Reset
Admins now have the ability to Reset Multi Factor Authentication from the user’s profile page. This is particularly useful for scenarios such as lost authenticator devices, or troubleshooting MFA setup issues.
MFA Setup Process for Admin
During onboarding, admins will be prompted to set up their Multi-Factor Authentication as shown below.
Scan the displayed QR code using any authenticator app of your choice (e.g., Google Authenticator, Microsoft Authenticator, or Authy).
Once scanned, enter the generated one-time password code into the field provided.
Users can enable the Remember this device for 30 days option, allowing trusted devices to bypass the one-time password code requirement for the next 30 days.
Click Continue to finalize the setup.
After enabling MFA, the Admins will be required to enter a one-time password code from their authenticator app every time they log into Koncert. This ensures an added layer of verification on top of their username and password.
If the Admin selects the Enable MFA for all users option, all users across the organization must complete the MFA setup process as outlined above.
In cases such as lost authenticator devices or troubleshooting MFA setup issues, users can request the Admin to reset their authentication.
After the Admin resets the authentication, the user will be required to set up MFA again.
Benefits of Multi-Factor Authentication (MFA)
- Enhanced Security: MFA significantly reduces the risk of unauthorized access by requiring a second verification step beyond just a password.
- Ease of Setup: The QR-code-based setup is simple and compatible with most standard authenticator apps, ensuring smooth adoption.
- Flexible Administration: Admins can tailor MFA settings for their organization or individual users, balancing security and usability.
- Troubleshooting Tools: The reset functionality allows quick resolution for users who encounter issues, such as losing access to their authenticator app.
Workspace Navigation
Koncert introduces a new feature for admins with active licenses. When logging in via app.koncert.com, admins will be redirected to the Koncert Dialers portal with a banner prompt providing clear instructions on how to navigate to the Workspace page from the Koncert Dialers portal.
This ensures admins can easily switch between the Dialers portal and Workspace, enhancing the user experience. The banner is designed to automatically disappear after 10 seconds.
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.