Brand Name Change Announcement

Dear valued Customers,

We are proud to announce that we have changed our brand name and business identity from ConnectLeader to Koncert. The name change is to intensify our business and to move the brand forward, making Koncert the cornerstone of our branding worldwide.

As part of the rebranding effort, Koncert and its products will now be adopting a new logo  that expresses the brand name.

This rebranding will not affect our services, products and existing commercial relations with customers, partners, financial management, etc.

Also, we are pleased to announce that we have changed the name of our products Team Dialer to Agent Assisted Dialer, Personal Dialer to Flow Dialer and TruCadence to Cadence (adopting with a new logo ). The User Interface of the Cadence application has undergone changes for better experience.

The aforementioned product name changes have been implemented across the tabs/screens in the products.

We assure you that the changes above will not impact the existing functionalities and workflows in any of our products. We ask that our valued customers not be concerned about the changes and to contact our new Customer Support Email support@koncert.com for further clarifications or queries.

This latest Koncert Version 11.0 exists with some major enhancements that will allow our customers to have a better experience while using the Koncert Platform.

 

This article provides you an overview of the below enhancements/changes added to the Koncert (Dialers) Version 11.0.

• Product Name Change
• Parking Lot
• Talker Delay
• Twilio Integration – Purchase Caller IDs

My Session

• Display of Country Flag
• Display of Dial and Access Code
• Network Diagnostics
• ‘Hang Up’ button – Placement Change
• Before You Begin
• Call Disposition – Display of Dialed Phone number
• Call Disposition – Follow Up tab

My Lists

• Actions dropdown
• Teams List
• Add from Cadence
• Info and View Audit Trail
• Mark your Favorite Call List
• Column Label Changes
• Search Call List
• Import Status – Display of CRM Import Filter
• Alert message for multiple list selection
• Instructions for Dialing Agents
• Delete Teams List
• Restrict adding Lead Pool List to Cadence

Scheduler

• No Show Events
• Visibility of Scheduler tab

Remote Coach/My Recordings

• UI Changes
• Inclusion of ‘Comment’ field in the Share Recording window
• Audit Trail

Settings

• Conference Bridge Location

Administration

• Call Dispositions
• Delete a Team

Reports

• Customize Reports
• Parking Lot Summary Report
• Parking Lot Detailed Report
• List Audit Trail Report
• Koncert – Cadence Email Metrics Report
• Call Rating / QC Report
• Referral Report – Inclusion of Referrer Name
• Follow up Report – Product Type ‘Cadence’
• Call Disposition Reports Enhancement
• Executive Reports Enhancement
• Weekly Summary Reports Enhancement

My Dashboard

• Other Conversations

Product Name Change

As part of the brand name change, the following changes have been made in the Koncert portal (formerly ConnectLeader):

• The TruCadence tab within the portal has been changed to Cadence as shown below:

Upon clicking this tab, the Cadence application will now be launched in a separate tab within the same browser; previously it was launched within the portal where users must switch between the ConnectLeader portal and TruCadence.

• The Dialer name in the Phone Status bar has been changed as follows:

OLD                      NEW

Team Dialer          Agent Assisted Dialer

Personal Dialer     Flow Dialer

Parking Lot

In Koncert Version 11.0, a new feature Parking Lot has been introduced to restrict the Dialing Agents or Talkers from dialing phone numbers that were previously dialed & logged with negative outcomes (e.g. Wrong Phone Number, No Longer with the Company, Do Not Call, etc.). This can be achieved by creating a set of rules with preset criteria (Call Outcomes) under Administration » Parking Lot Rules.

Phone numbers that match the criteria will be parked immediately after uploading the list and restricted from dialing (i.e. dialing will not be initiated for the numbers). Also, the Parking icon will be placed for the prospects under the column ‘Call’ (to the right of the Do Not Call Until  icon), as shown below.

Please refer to Koncert – Sales Rep/Manager Guides for the detailed information.

Talker Delay

Talker Delay is a significant and innovative feature, intended and developed for Agent Assisted Dialer. The objective of this feature is to notify the Talker (Sales Rep) if there is any delay in response to the prospect (after call transfer from the dialing agents) of about two seconds or greater, for the two consecutive calls.

Talker Delay = Delay in response of >=2 seconds for two consecutive calls

There are no specific settings required for enabling this feature. By default, the Talker Delay feature will be available and enabled for your organization.

As part of this enhancement, a new Notification icon  has been introduced in the My Session tab » Phone Status bar, which will be enabled and displayed on request basis.

Upon clicking the  icon, the Delay after Transfer – Notification window will be displayed. By default, the Talker Delays (if any) made by the Talker during the last seven days will be displayed. This helps Talker to avoid the recurrence of talker delay in the subsequent calls.

Click the Close button to close the Delay after Transfer – Notification window.

The Delay after Transfer – Notification window displays the following details:

• Account Name – Prospect’s company name
• Contact Name – Prospect name
• Connected on – Date & Time stamp when the call get connected
• Delay after Transfer – Duration of delay in response to prospect after call transfer

If there is no talker delay and no pending notifications to view, then the below message will be displayed when clicking the Notification  icon.

In addition, Koncert alerts the Talker with different types of Warning messages (as shown below) to visually make them realize the severity of delays, which may lead to lose the prospects and impact the business.

The warning messages below will be displayed during the session, when:

• clicking the ‘Save & Go’ button in the Call Disposition window, after a talker delay of two consecutive calls in a week

• clicking the Start Session or Resume Session button in the My Session tab, after a talker delay of two consecutive calls in a week

Warning 1 – “NO NO” – For the first two talker delays made by the talker in a week

Warning 2 – “OOPS…” – For the third and fourth talker delays made by the talker in a week

Warning 3 – “Don’t do this again” – For the fifth and sixth talker delays made by the talker in a week

Warning 4 – “Keep in mind” – For the seventh and eighth talker delays made by the talker in a week

Warning 5 – “ENOUGH” – From ninth to ‘n’th talker delays made by the talker in a week

After a week (from Monday), the notification counter will be reset and starts from zero for the subsequent week.

Twilio Integration – Purchase Caller IDs

Koncert is now integrated with Twilio, an outbound Caller ID instance resource. The integration allows you to purchase the verified Caller IDs from Twilio based on the area codes for the required States in the USA and Canada directly from the Koncert portal (Administration » Caller IDs tab).

The Caller IDs purchased will be added to your existing Caller IDs list immediately, for making outbound calls. There are no specific settings required to enable this feature.

Please refer to Koncert – Sales Manager Guide for the detailed information.

My Session

Display of Country Flag

From Koncert Version 11.0, based on your Geographical location (Phone Bridge location) selection in the Settings » General tab » Advanced Settings section, the corresponding country’s flag will be displayed in the Phone Status section, as shown below:

Please refer to the section Conference Bridge Location for detailed information.

Display of Dial and Access Code

In the previous versions of Koncert, the Dial and Access Code were being displayed in the Phone Status bar, even after connecting to the Phone Bridge.

From Koncert Version 11.0, once the Phone Bridge is connected, the Dial and Access Code in the Phone Status bar will be replaced by the icon, as shown below:

However, you can view the Dial and Access Code by hovering over the icon.

Network Diagnostics

In the previous version of Koncert, the internet bandwidth rate (speed) and page load time were tested in real-time by clicking the Diagnostics button in the Phone Status bar.

In Koncert Version 11.0, the Diagnostics button has been removed; instead the diagnostics actions can be performed by clicking the Network Statistics signal strength bars .

‘Hang Up’ button – Placement Change

In the previous versions of Koncert, the Hang Up button in the Dialing Tools section was placed at first in the Flow Dialer (formerly Personal Dialer).

In Koncert Version 11.0, the position of the Hang Up button has been changed as shown below:

Before You Begin

In Koncert, the From Row field in the ‘Before You Begin’ window allows you to enter the row number you want to start dialing from.

In Koncert Version 11.0, a Note section has been added below the From Row field, to notify users that there will be a change in the dialing row when any timezones in the List Settings are left deselected.

It is not recommended to make any changes in your List Settings when choosing the From Row field.

Call Disposition – Display of Dialed Phone number

In the previous versions, the phone number that was dialed was not being displayed in the Call Disposition window. So, the user had no clue which number was dialed when the prospect has more than one phone number selected.

This has been addressed in Koncert V11.0. A new field ‘Dialed Number’ has been introduced in the Call Disposition window, where the dialed phone number of the prospect will be displayed along with the phone type.

Call Disposition – Follow Up tab

From Koncert V11.0, the Follow Up tab in the Call Disposition window can be disabled on a request basis. By default, the Follow Up tab will be enabled to access; you can send a request to Koncert Support to disable this.

My Lists

Actions dropdown

As part of the UI changes, the following buttons in the My Lists tab have been grouped and listed under a new button called ‘Actions’ as shown below:

• Add to Cadence
• Archived Lists
• Transfer
• Export
• Delete

Teams List

In the previous versions, Managers can view their team’s call list under My Lists tab » My Teams List(s) section.

However, it would require the manager to scroll down to view the team’s call list.

In order to make it more convenient & simple for our customers, the sections in the My Lists tab have been separated and displayed under two different tabs as follows:

• My Lists – The uploaded call list of the logged in user/manager
• Teams List – The uploaded call list(s) of the team members

NOTE: The Teams List tab will be visible only for Managers.

Also, a sorting option has been provided for the above tabs to sort and view the uploaded Call List based on the standard columns available, either by ascending or descending order.

Add from Cadence

In the previous versions, there was no option to import prospects directly from Cadence (formerly TruCadence). The prospects assigned to a Call Touch in Cadence had to be moved manually through the Pending Calls tab to the My Session tab.

This has been addressed in Koncert Version 11.0. A new option Add from Cadence has been added to the Add Lists dropdown in the My Lists tab.

Upon clicking the Add from Cadence option, the Import New List – Cadence will be displayed.

1. Select either of the following options to import call list(s) from Cadence:

• Cadences – Option to import prospects from the call touch for a specific Cadence. Upon selecting this option, the following field will be enabled to choose/type:

• • My Cadences – Choose a Cadence from the dropdown for which the prospects will be imported from.

• • Choose Touches – Choose the Touch(es) associated to the selected Cadence. You can choose multiple call touches in a Cadence (if available). Prospects assigned to the selected call touch(es) will be imported.

• • Save your List As – By default the list name will be Cadence - <Cadence Name>. If needed, you can change the list name.

• My Pending Calls – Option to import all your pending calls from all the cadences that are logged in the Cadence » Pending Calls tab.

• • Save your List As – By default the list name will be Cadence – Pending calls (in Sequence). If needed, you can change the list name.

2. Click Next to configure the List Settings for the uploading call list.

Info and View Audit Trail

In Koncert Version 11.0, the following features are newly added to the My Lists tab:

• A new column Info has been added (to the left of Action column) with info icon for each uploaded list in both the My Lists and Teams List tab (for Manager), to display the following information about the list when hovering over the icon:

• • # Dials
  • # Connects
  • Connect Rate
  • Bad Data
  • Coverage
  • Average Attempts
  • #Records Not Dialed
  • Average Dial Attempt/Contact

• A new feature View Audit Trail has been added under the Action column with icon for each uploaded list in the My Lists tab to view and track the sequence of activities/events occurred in the uploaded list, upon clicking on this icon.

Upon clicking the View Audit Trail  icon, the Audit Trail - <list name> will be displayed where you can view the activities/events performed in the list, as shown below:

Mark your Favorite Call List

In Koncert Version 11.0, a new star system has been introduced in the My Lists tab where users can mark their favorite call list (individually) by clicking the star icon  when hovering over the list. The star icon then turns to yellow  which indicates the marked lists are starred/favorite call list.

NOTE: Managers cannot star their team’s call list in the Teams List tab.

Also, a new checkbox option Show Favorites has been added in the My Lists tab (to the left of Search box) to display only the starred/favorite call lists (i.e. call list that are marked as favorite), when selected.

Column Label Changes

In Koncert version 11.0, the label of the following columns in the My Lists tab has been changed as follows:

Old Label                       New Label

List Settings                    Settings

Last Attempted Date      Last Attempted

Last Connected Date      Last Connected

Search Call List

In the earlier versions, there was no option to search and filter the call list in the My Lists tab.

This has been addressed in Koncert Version 11.0. A new search filter has been added at the top-right in the My Lists tab, where you can search the uploaded Call List.

After entering the search criteria, either press Enter or click the Search icon . Call List(s) that matches the criteria only will be displayed.

Import Status – Display of CRM Import Filter

In Koncert, when uploading a call list from My Lists into the My Session tab for dialing, the Import Status window displays the following information to help indicate the missing prospects (if any):

• Total # of Prospects  
• Prospects Uploaded
• Missing Contact Name(s)
• Missing/Invalid Phone Number(s)
• Missing/Invalid Email(s)
• Duplicate Contact(s)

In addition to the above information, a new field Additional Import Filters has been added, which will display the number of Filters applied for the imported Call Lists.

Also, an  icon has been placed adjacent to the field with a tooltip information. This will display the name of the filter(s) enabled, when hovering over the icon.

If there are no filters set in the CRM Import section in the Administration tab, then the tooltip information message “No filters enabled” will be displayed.

Alert message for multiple list selection

In Koncert (formerly ConnectLeader), you can configure the Dialing Settings (Caller ID, Timezone, Sort By and Dialing Instructions) for each report/call list individually via Import New List/Add Record from CSV window, when uploading from CRM/CSV. The settings configured will be displayed in the Before You Begin window when dialing the list from the My Session tab, after importing from the My Lists tab.

An alert message below has been introduced in Koncert V11.0, which will be displayed upon selecting multiple reports/call lists in the My Lists tab and clicking the Begin Upload button.

This notifies the users that the List Settings configured in the very first list will be applied to the successive lists selected. If needed, you can change/update the settings before you begin dialing your session.

Instructions for Dialing Agents

In the previous version, the option to setup the dialing instructions (for the Dialing Agents) under Settings tab was removed and moved to the Import New List/Add Records from CSV window to configure individually for each call list during the upload from CRM/CSV. Also, users were provided an option to change the configured dialing instructions for the call list in the Before You Begin window, before dialing.

There was an issue raised in the consistency of naming/labeling of dialing instructions field in the aforementioned windows. For example, the Add Records from CSV window has the field name ‘Dialing Instructions’ where the Before You Begin window has the field name ‘Call Instructions’.

This has been addressed in Koncert Version 11.0; henceforth the field name Instructions for Dialing Agents will be maintained across the all windows.

Delete Teams List

From Koncert Version 11.0, Managers are allowed to delete their team’s call list(s) displaying under the My Lists » Teams List tab.

After selecting the required Call List(s) of your team, click the Actions button and select the option Delete. A confirmation message below will be displayed.

Click OK to delete the Call List(s) for your team or click Cancel to cancel the deletion process.

NOTE: You cannot delete the list(s) that have been previously dialed. When trying to do so, an alert message below will be displayed. You can only archive the dialed list.

Restrict adding Lead Pool List to Cadence

From Koncert Version 11.0, you are restricted from adding the Lead Pool List(s) to a Cadence. An alert message below will be displayed when clicking the Actions button » Add to Cadence option, after selecting a Lead Pool List in the My Lists tab.

Scheduler

No Show Events

In Koncert Version 11.0, a new button called No Show Events has been added to the Scheduler tab » List View page, which will list out the auto-cancelled schedules due to non-commencement of the dialing session.

Visibility of Scheduler tab

In the previous versions, you can find the Scheduler tab visible for all the users, by default.

From Koncert Version 11.0, the Scheduler tab will be enabled and visible by default only for those who have the Scheduler enabled.

Others can make the tab visible by clicking the Customize tab dropdown icon  next to the Log Off button and select the Scheduler checkbox. Click Save to find the Scheduler tab in your menu bar.

Remote Coach/My Recordings

UI Changes

As part of the UI changes, the following changes have been made in the Remote Coach tab:

• The column ‘Connect Information’ used to display the prospect information has been replaced with the following columns:

Previous version of Koncert

Koncert Version 11.0

• Call Info – This column will display the Account Name, Contact Name and Title (designation) of the prospect.

• Phone – Phone number of the prospect being dialed.

• Connect Duration – Total duration of the connected call.

NOTE: The above Phone and Connect Duration columns will be made unavailable (hide from view) when clicking the Show Call Recording Settings checkbox above the grid.

• The Listen and Whisper  icons under the Action column have been replaced as follows:

• • Listen
  • Whisper

• The details under the User, Status and Product Type columns have been merged and displayed under the User column as shown below:

Previous version of Koncert

Koncert Version 11.0

Inclusion of ‘Comment’ field in the Share Recording window

In the previous version, the ability to share the call recordings to other users was introduced for managers.

In addition to this feature, a new ‘Comment’ field has been added in the Share Recording window to enter/provide your comments for transferring the call recording.

Audit Trail

In Koncert Version 11.0, a new button View Audit Trail has been added in the Remote Coach tab to view and track the history of changes completed in the Call Recording Settings section by the Manager.

Upon clicking this button, the Audit Trail window will pop up as shown below:

Select the required Date Range and User (optional) from the dropdown and click the Search button to view the list of changes made, manager who made the changes, timestamp, and the user(s) for whom the changes were applied for.

Settings

Conference Bridge Location

In Koncert Version 11.0, a new feature called ‘Conference Bridge Location’ has been introduced in the Settings » General tab » Advanced Settings section for the users to select their Geographical location i.e. Conference Bridge Location.

• The exact Dial & Access Code for the location will be displayed in the Phone Status section

• Corresponding country’s flag will be displayed in the Phone Status section.

• Corresponding Timezones will be listed for selection in the Before You Begin section.

Administration

Call Dispositions

In the previous versions of Koncert (formerly ConnectLeader), the Call Disposition values for the Talkers were separated and displayed for each product that you obtained license. Also, the call dispositions for the products were added individually (even the same disposition) by clicking the + Call Disposition button under each section, which was time consuming. Along with that, you were restricted to add more than 20 dispositions per section.

These have been addressed in Koncert Version 11.0. The Call Disposition section for the products (that you obtained license) have been combined or grouped together and displayed as a single section called ‘Call Dispositions for Talker’, along with the dialing agents section ‘Call Disposition for Dialing Agents’.

Also, the + Call Disposition button has been moved above the Call Disposition section to make it common irrespective of products. Upon clicking this button, the Add Call Disposition window will be displayed and allows you to choose the required products for which the disposition to be added.

As part of the enhancement, a new button Show All Columns has been added above the Call Disposition section to display the additional columns, upon clicking. The Show All Columns button will be replaced with Show Less Columns to hide the additional columns.

The limit for call disposition values has been increased up to 50 for each product.

NOTE: You are restricted from editing the Call Dispositions for the dialing Agents. You can only view the Call Disposition values by clicking the  icon under the Action column.

Delete a Team

In the previous version, a confirmation message below was being displayed when deleting a team under the Administration » Teams tab. The team was deleted upon clicking the Delete button.

There was an issue in the above deletion process, where when deleting a team that was part of a Lead Pool List, it was accidentally deleting the Lead Pool list as well.

This issue has now been resolved in Koncert Version 11.0. The following alert message will be displayed when deleting a team that is a part of a Lead Pool List.

Choose the option ‘Show List(s) to transfer to another team’, if you would like to transfer the list to another team and delete the team or else click ‘Continue without deleting this team’ option for cancelling the deletion process.

The ‘Transfer List(s)’ window will be displayed, upon clicking the Show List(s) to transfer to another team button. Select a team from the dropdown to which the Lead Pool List(s) is to be transferred and click Transfer.

After successful transfer, a confirmation message below will be displayed. Click OK.

Now, click on the Delete icon  and delete the team.

Reports

Customize Reports

In Koncert Version 11.0, a new Customize button has been introduced which allows you to customize the Reports needed and make them listed under the Report Type dropdown for selection and the columns to be visible under each report.

Upon clicking the Customize button, the Customize Reports window will be displayed. Select the required Reports from the Available Reports pane under the Choose Reports section and move them to the Selected Reports pane. The selected reports only will be listed in the ‘Report Type’ dropdown.

Also, you can customize the columns needed for each report under the Choose Report Columns section. Select the Report name from the Report Type dropdown under which the columns to be customized. Select the required columns from the Available Columns pane and move them to the Selected Columns pane. Click Save to save the changes made.

Parking Lot Summary Report

In Koncert Version 11.0, a new Parking Lot Summary Report has been introduced in the Reports tab. This report provides you the following information on the parked records.

• Rule Name – Name of the Parking Lot rule
• # Prospects impacted – Number of prospects impacted on Parking Lot Rules

Parking Lot Detailed Report

A new Parking Lot Detailed Report has been introduced in the Reports tab. This report provides you the detailed information on the parked records during the selected date range.

List Audit Trail Report

A new List Audit Trail Report has been introduced in the Reports tab. This report provides you the list of reports/files uploaded into the My Lists tab and the activities performed on each list, during the selected date range.

Koncert – Cadence Email Metrics Report

A new Koncert – Cadence Email Metrics Report has been introduced in the Reports tab. This report provides you the metrics for the Email Touches processed in the Cadence, during the selected date range.

Call Rating / QC Report

In Koncert Version 11.0, the Call Rating Report has been renamed to Call Rating / QC Report and included with the following columns:

• Rated by
• Rated Date

Referral Report – Inclusion of Referrer Name

In Koncert Version 11.0, a new column ‘Referred By’ has been added to the Koncert – Referral Report, to display the name of the referrer.

Follow up Report – Product Type ‘Cadence’

In Cadence, you can schedule a follow up call manually for a prospect via Prospect View window » Actions pane » Task, which will be logged in the Pending Calls tab. From here, you can move the prospects to the My Session tab for dialing on the scheduled date.

In the previous version, the follow up calls (from TruCadence) dialed through the dialers were getting listed in the ConnectLeader – Follow up Report with product type ‘Team Dialer’ or ‘Personal Dialer’, instead of TruCadence.

This has been addressed in Koncert Version 11.0. Henceforth, the column Product Type will be displayed with ‘Cadence’ for the follow-up prospects from Cadence.

Call Disposition Reports Enhancement

In Koncert Version 11.0, the following columns have been added to the Agent Assisted & Flow Dialer – Call Disposition reports:

• Step # – Step number associated with the Sequence/Cadence prospect was assigned to.

• Caller ID – Caller ID used for dialing.

In addition, the following columns have been added to the Agent Assisted Dialer – Talker Call Disposition report:

• Error Type – The error type will be Pre Transfer when the error type is categorized as Dialing Agent or Post Transfer when the error type is categorized as Talker.

• Post Transfer Delay – Delay in response to the prospect by the Talker (Sales Rep) after call transfer (in seconds). 

• Is Two Party – ‘Yes’ if it belongs to Two Party consent state or else ‘No’ 

• Recording State – The recording state will be displayed based on two-party consent state i.e. if the:

• • Is Two Party column is ‘Yes’ then the recording state will be

• • Is Two Party column is ‘No’ then the recording state will be

Also, the following columns have been added to the Agent Assisted Dialer – Talker and DA Disposition report:

• Cadence Name – Name of the Cadence from which the prospects have been moved for dialing

• Step # – Step number associated with the prospect.

Executive Reports Enhancement

In Koncert Version 11.0, a new column ‘Wait Time (Avg)’ has been added to the Koncert – Executive Report and Agent Assisted Dialer – Executive Report, to display the average wait time between each call in ‘mm:ss’ format. It has been derived based on ‘Dial Duration/Number of Connects’.

Weekly Summary Reports Enhancement

In Koncert Version 11.0, a new column ‘Source Phone’ has been added to the Agent Assisted Dialer & Flow Dialer – Weekly Summary Reports to display the phone number used to connect to the Phone Bridge.

My Dashboard

Other Conversations

In Koncert Version 11.0, a new section Other Conversations has been introduced in the My Dashboard tab to display any negative conversations or issues faced by the user or DA during the dialing session.

Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.