We are regularly adding new features to our InterpreterLine platform, driven by our customers (Language Service Providers) needs and requirements as they use this intelligent telephone interpreting platform. Below is a list of recent new features that you may find useful. MITON customers can access all of our new features and those that are currently in development, in the New Features report, that is located in the Main Menu screen listed under the ‘Docs’ section.
On some report screens, the number of entries in some of the options lists are becoming quite large and it can be difficult to quickly locate the correct option. For some screens and reports, we have introduced an interactive option search feature. This has been put into effect for The Operator Screen and The Dashboard Screens so far, and other reports will be updated in due course.
The InterpreterLine portal screens have been updated to display the screen name in the title bar, which is visible now on the screen table. This helps if the user have a few Miton screens open in their browser on different tabs, and allows them to quickly switch between the different screens.
A new report that lists all the languages available with a count of the interpreters registered against each language.
A breakdown summary for working hours and out of hours calls, which now lists the call outcomes in each of the 24 hourly segments throughout the day. Useful for resource planning.
Providers can now override the global ‘Offer gender’ setting on a per-client basis, allowing more fine grain control over which clients can have the option of selecting a gender or not through the Telephone Interpreting product.
Following from the DBS check feature for interpreters and clients, we have added a mirrored feature for the new Baseline Personal Security standard (BPSS) checks.
A new minimum call duration option has been added to interpreter calls.
We have added a new area on the ‘Real Time in Progress Sessions Report’ which summarises the languages currently being requested, along with the number of sessions. This report is listed in order of number of sessions so that you can see which are the most requested languages.
We have updated the filters for BPSS & DBS on both the interpreter report on the main page and the interpreter skill report. Now you are able to choose to filer if an interpreter has been marked as having or not having either check, as well as rest it back to all interpreters.
We have added additional stylings on the operator page to help users identify both clients who require additional security checks (DBS/BPSS) and interpreters, along with their current status of having these checks completed.
If an Interpreter drops out of a call, the system prompts the client to either reconnect tot he Interpreter, transfer to the operator or to hang up the call. This feature can be enabled on a per site basis, per client basis or for the whole provider.
The ‘Session Analyzer Tool’ and the ‘Real-Time In-Progress Sessions Report’ have been updated to improve the interpreter response presentation, making it clearer by separating the call status form the interpreter response.
A new ‘dashboard’ enables better management of available interpreters, providing statistics such as real time call volumes by language and historical calls by language.
Our technical team has been focussing on improving the resilience and the security of our core systems, with the objective of ensuring multiple redundancies and improved scalability. So we now have duplicated critical components and functions to improve actual system performance and increase in reliability. Read our blog to find out more.
We have replicated some advanced filtering from the Interpreters Report onto the Interpreters Skill report. These include: Search by partial and full interpreter code, filter by county, show interpreters with graded language skills, filler by DBS or BPSS checks.
InterpreterLine now has the ability to transfer incoming client calls automatically to Language Specific Backup providers. Useful for out of hours when no operator available.
We have added a feature for the BPSS Checks. This mirrors the DBS check feature already in the Miton system. A client can be flagged to only be put through to a BPSS checked interpreter. If a client requires both BPSS and DBS checks, it will ensure that both criteria is met before putting them through.
The Interpreter App Users report now can list interpreters that are NOT using the App.
To help with correlation between your own systems and Miton systems for clients, we have added two additional files to the client insert and update forms, to allow you to add your own references to them.
The ILClient App has been updated to display the local language name in the local character set, for the specific language.
Billing report now has the ability to show ‘non-charged calls’. There is also an additional tick box ‘Show Inactive Interpreters’. There is also a change to the report zip file, making it a lot easier to click on the zip and open the report
Interpreters using our iLInterpreter App can now scroll through their whole transaction history, so they are in full control, month by month, of their interpreting work.
Push Notifications are messages that can be sent out en masse to interpreters. iLInterpreter App now shows historic push messages so that all of the recent push messages are shown on the screen rather than just the latest one.
Designed to facilitate splitting interpreter billing into separate files for a client.
This new report lists sessions that have a client rating and can be exported to a spreadsheet.
Session statistics can now be downloaded to a spreadsheet. Report shows Session ID, Start Date, Language, Time to Interpreter (Secs) and Call Duration (Secs).
A new report listing the links to Google Play and the Apple Store for iLClient and iLInterpreter. Located in the Reports Menu, in the Client App Report sub-section.
For LSP’s Interpreters, to register their availability to take calls, to select which of their registered numbers they want to receive calls to and many other features to help Interpreters manage their work. This app allows for instant and convenient access and operation.
Push Notifications, a message that pops up on a mobile device, can now be sent by the LSP to Interpreters that have installed the iLInterpreter App.
To enable ‘junk’ calls and other unwanted callers to be blacklisted and not allowed access to the system.
LSP’s can set the number, between 1 – 5, that a Client might try their PIN before they are transferred to an Operator.
This feature allows a Client to be set to only be put through to an Interpreter that is DBS Certified.
A modification to the Sessions Report to show only calls where the Site was not identified.
Access can now be given to LSP’s Clients or to the Site of a Client so that they can view data specific to them.
This is a new report that enables the analysis of calls for a specific language, per week. You can filter the report by both the language and the date range.
Originally, the statistics in these reports were calculated from the time the Client first dialled into the system. Which means the time they took to identify themselves and their requirements was included in the calculations.
Now the statistics are calculated from the time they have identified their requirements, or the time they were put through to an Operator. This means the statistics are a more accurate indication of how long it took the system to find an Interpreter, or Backup Agency.
Our ILClient app is enabled for both Apple and Android devices. Designed to enable the LSP’s client Site/Department to quickly connect to an interpreter without needing to remember the access codes and telephone numbers each time they want to used, once they have registered (registration is required once only). Easy to download and intuitive to install and use.
This feature allows you to set whether a client session is recorded and whether a recording warning is played. Recording can be set on or off for the whole of the LSP clients site or on a per client or per site basis. Some settings need to be applied by the System Administrator.
A new report that enables the analysis of calls for a specific language, per week that can be filtered by language and date range. The report can be found in the report menu in the ‘Analysis’ Menu area.
This is a new report, in the reports menu, that now has LSP’s client totals added and a grand total.
This is an additional filter on the Interpreters Mail report that can be found in the Mail List sub-menu area.
We all know that very occasionally a client can have a bad experience with an Interpreter. Now, with this new feature you can ensure that client will never be connected to that interpreter again. This feature can be activated on the Client Update form.
Originally developed for use in our Face-to-Face booking system, this feature enables location of interpreters to be determined relative to a postcode of an LSP’s client.
To speed up the insertion and updating of LPS’s Clients and Sites, a single location textbox has been added to the system, that means a client address can be cut and pasted into the Location textbox.
This is a new report that gives an analysis of an LSP’s spend with a back-up agency. Where the LSP has multiple backup agencies the report lists all the minutes and expenditure for all agencies.
The ‘Sessions Report’ now has new filters that enable the report to be set to only include Sessions that included an Operator, or went to a Backup number.
A new help icon has been added to the ‘Sessions Report’ that lists the reasons that an LSP’s client may have been connected to an Operator.
With this feature, the LSP can control whether to put a caller through to a Backup Agency if no language has been accepted, or not.
This is an open ‘Call Notes’ field that can be used to add notes, such as a purchase order number or a patient code etc, when LSP’s client calls are connected to an Operator.
LSP’s clients can now leave feedback one the quality of the call to an Interpreter, rating them from 1 to 5. This facility is optional and can be added or removed. This feature is also available via our ILClient App. There is a detailed explanation of how to add or remove this feature in our New Features report once logged into the Telephone Interpreting System and is worth reading before applying this new feature.
Interpreters can be sorted and filtered by County in this report, which is helpful when allocating interpreters for a face-to-face meeting.
This feature was implemented to help interpreters answer an incoming call in a professional manner as defined by the LSP. A custom voice prompt can be played when the call is put through to the interpreter, for example ‘ Thank you. Please introduce yourself with your name and your 5-digit PIN code. This feature has to be added by the System Administrator.
This feature enables an LSP’s client Site, to automatically be connected to an Operator and be automatically identified without the need for a Site PIN. We do this by allocating a specific unique telephone number to a Site.
Agencies can charge different rates for different languages, so it makes sense that LSP’s may wish to select different back-up agencies for different languages. This feature enables multiple back-up agencies to be allocated on the InterpreterLine platform.
Preferences can now be set for each LSP’s client, as to whether they want to be connected to interpreters using a Landline, or Mobile or with no preference.