Back to July

Fixes

Auto-allocation of calls 

  • We have added a fix where agent manager will always allocate queued calls to agents regardless of the auto-allocate setting for the Calls channel in the Channel Configuration page. 

Call consultation 

  • We have added a fix where call controls were missing for the agent when a call consulation wasn’t answered by the agents of the queue, and it was escalated to the next group. 
  • We have removed the mandatory ‘0’ in transfer and consult calls as this is not always applicable. 

Call flows 

  • We have improved the ‘Display in Agent Portal’ node for outbound calls, as it was not displaying correctly for users. 
  • We have added back in the ‘Maximum Slots To Offer’ Parameter in the ‘Callback Slot’ Node. 

Call recording 

  • We have added a fix where call recordings had a leg missing when the call was transferred to an agent after a consultation (warm agent transfer). 
  • We have added a fix where agents were not correctly recorded when sim ring was enabled. 
  • We have added a fix where if a call was transferred between agents, the call recording generated did not follow the new agent’s recording setting. 

ConConnect 

  • We have added a fix where the Agent Status would not change when dialing an outbound call, or drafting an outbound email or SMS. 

CRM 

  • We have added a fix where the bulk contact import for the CRM was failing. 

Mandatory classifications 

  • We have added a fix where agents were able to select ‘unclassified’ once they had confirmed a contact. 
  • We have added a fix where some administrators were unable to click ‘Cancel Changes’ when enabling/disabling mandatory classification fields. 

Reporting 

  • We have added a fix where there would be a difference between the total number of calls not connected and the sum of calls not connected fields in a queue report. 
  • We have added a fix where there was a discrepancy in the total login time for agents between manual and automated reports. 

Search 

  • We have added a fix where search was working only for an exact match, rather than a like match. Eg. A search for ‘green’ would only show results for ‘green’ and not ‘green car’. 

Supervisor portal 

  • We have added a fix where an agent’s status would disappear and reappear from the supervisor portal agent view 
  • We have added a fix where the call stat values would show ‘NaN’ instead of 0 

Translation 

  • We have added a fix where internal call presentation was not working correctly when Contact was in another language. 

We have updated the language translation of queue description.