Volie 15

This Volie 15 introduces Volie’s new reporting framework, designed to deliver clearer insights, improved usability, and enhanced export capabilities. The new platform includes updated versions of key reports such as Inbound Queue Time, Agent Inbound Conversion, Agent Outbound Conversion, and Campaign Performance, along with trending metrics, leaderboards, and customizable filters. Users can download reports in multiple formats, schedule recurring report deliveries, and take advantage of a more consistent, reliable reporting experience as additional reports are migrated to the new framework in the coming weeks.

This Volie 15 session introduces new functionalities of Pulse Volie Intelligence. The new Call Intelligence Dashboard provides improved filtering, saved filter preferences, and streamlined access to Pulse-assessed calls, missed opportunities, escalations, and revenue recovery insights. The session also covers customizable real-time alerts that help teams proactively monitor customer interactions, agent adherence, and high-priority calls, with rollout and onboarding now available through Customer Success.

This Volie 15 episode covers new Business Hours settings that give teams more control over how inbound calls are routed when the BDC is unavailable, operating outside dealership hours, or has no agents logged in. The update allows calls to be redirected to the store or another team based on specific scenarios, helping ensure no opportunities are missed.

The segment also previews Intercom, Volie’s new ticketing platform, which introduces a more intuitive way to submit requests, access help documentation, and manage support conversations, with a full rollout expected in the coming weeks.

In today’s Volie 15, Peter and Jake walk through a highly requested enhancement to the Appointment Dashboard: bulk status updates. This new feature makes it faster and easier for BDCs, managers, and teams handling high appointment volumes to reconcile shown and no-show appointments in just a few clicks.

Peter walks through how bulk updates work, where to find them, and how they impact reporting. The episode also addresses common questions around appointment matching logic, CRM limitations, export options, sales vs. service workflows, and more.

In this Volie 15 session, Liza joins us and walks through the updated Campaign Attempt Management screen, showcasing its improved layout, faster load times, and expanded functionality. Viewers will see how to manage campaigns more efficiently with new grouping options, added visibility for email and SMS attempts, and streamlined controls that make everyday campaign management simpler and smarter. This demo highlights everything you need to know before the new screen goes live next week.

This video introduces Volie’s new Intercom-powered support platform featuring an AI assistant named Finn. The goal is to provide quicker answers, build a stronger knowledge base, and give managers and agents another way to get help alongside their Customer Success coach. While still in testing, this Intercom integration will soon allow users to ask questions, resolve issues instantly, or seamlessly escalate tickets to the support team when needed.

In this episode of Volie 15, Jake and Peter share two exciting updates now live in the Volie platform. First, agents can quickly acknowledge SMS messages with a new green checkbox—making it easier to handle simple replies like “sounds good” without needing to disposition. Then, Peter walks through the brand-new Pulse customizable dashboard, which gives managers a modernized way to track assessments, filter results, drill into flagged calls, and create actionable reports.

Calendar invites for meetings and notes at the customer level

This Volie 15 session introduces key updates including manual dialing by phone number for improved outbound flexibility, cached dispositions to speed up call handling, and a walkthrough on calculating inbound conversion rates using the Heat Report. The session closes with a preview of upcoming customizable reporting capabilities and a reminder to contact CSRs for feature enablement.

In this Volie 15 session, Peter shares tips for using Pulse to spot and recover missed customer opportunities—especially overlooked service calls. Drawing on his retail and automotive experience, he shows how to filter inbound calls for missed revenue chances. He also unveils a new feature letting agents manually manage appointments from outside the Volie platform to ensure accurate tracking and credit. The session ends with a brief Q&A and some lighthearted dad jokes.