Volie 15

In this Volie 15, Liza walks through three new capabilities now available in Pulse that give managers more ways to find important conversations, take action, and coach their teams.

See how to create and filter by custom keywords, use those keywords to trigger alerts, call customers directly from a Pulse assessment, and mark calls as reviewed with notes for future coaching. These updates make it easier to move from insight to action without leaving the Pulse dashboard.

In this Volie 15, Liza introduces the new Campaign Message Report, giving teams greater visibility into SMS deliverability, replies, and appointment performance. She also shares three key campaign metrics BDC managers should review monthly: contact rate, appointments per attempt, and appointments per contact.

Plus, learn how to review DNC activity to avoid permanently losing valuable customer opportunities and use the Agent Ignores export to identify missed inbound calls, active declines, and potential coaching opportunities.

This Volie 15 briefly unveils two new Pulse reports, designed to give managers greater visibility into employee and organization performance. The reports include insight into conversion trends, missed calls, after-hours activity, and more. Liza also previews new Dealer Identity functionality within the Volie platform, which will allow dealerships to manage protected phone numbers, reduce manual handoffs, and automatically submit new Volie numbers for remediation.

This Volie 15 introduces two new product updates now available to all users. First, Liza walks through the new Campaign Performance Report. This walkthrough includes the updated reporting framework, highlighting refreshed visuals, campaign productivity metrics, inbound vs. outbound comparisons, detailed data tables, and export options. She also shares that additional updates to other reports, including the Heat Report, are coming soon. Secondly, she covers new Pulse filtering capabilities, including a Suspicious Only filter that surfaces calls requiring quality review and a Topic filter that lets users search calls by one or more conversation topics using AND/OR matching. Both features are live, with updated documentation and support available from the Volie team.

Discover how the new Microsoft Teams integration makes Pulse alerts more accessible for dealership teams. This walkthrough covers setup, delivery options for channels and individual users, and how Teams notifications provide quick access to Pulse assessments and call details to streamline follow-up and coaching.

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.