Totalview 2025 SP2 Release Notes

We are proud to announce that Totalview 2025 SP2 is here and share the highlights for this release.

See full list of changes to Totalview in the Change Log.

Introducing Call Codes for Totalview Swithboard and Contact Center!

We are excited to announce this new feature, call codes, in Totalview Switchboard and Contact Center!

Key Features:

  • Reason Codes: Attach reason codes to categorize the purpose of each customer’s interaction, giving you detailed insights into why customers are reaching out. Allowing better trend analysis, targeted staff training, improved resource allocation and identifying recurring issues.

  • Outcome Codes: Use outcome codes to categorize the call results and gain valuable statistics. By systematically using Outcome codes you get data-driven insights into your agents’ performance. Potentially reducing manual work, improving response time and optimizing communication protocols and workflows.

This feature will provide you with deeper insights that could be essential for organizing call data, enhancing operational efficiency, and improving customer service and customer satisfaction in call center environments.

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Call codes in WebAdmin

Create and administrate your call codes easily in Totalview WebAdmin.

Take advantage of our default setup or create your own call codes to fit your specific needs.

This enhancement will help you administrate and tailor the form of information for your needs.

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Call codes in Reports

View and analyze your call codes statistics in Totalview Reports to get the full potential.

Call codes in Reports will help you better organize and analyze your call data for optimal statistics.

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