Enhancements

Transferring DDI calls 

We have made it possible to transfer calls that have come into a DDI. This means: 

• If a call comes directly into an agents DDI, they will be able to transfer the call to another Agent. 
• If a call comes into a queue and then is transferred to an agents DDI, they will be able to transfer the call to another Agent. 

Important: Over the month of April, we will enable this for companies so this functionality will not be available on the day of release.

Blending enhancements 

We have improved the way that multiple channels are blended together – eg. what should happen if an agent is replying to an email but has a call come in. We have: 

• Renamed the ‘Capabilities’ tab to ‘Agent Capacity’. 
• Added a checkbox for the email channel ‘Don’t allocate items from other channels when the agent has items’ to specify if that channel should be interruptible or not. 
• Removed the default agent capability and channel capability settings. 
• If an agent is interrupted by another channel, once that item has been completed, they will be taken back to the original item they were working on. 

 Reporting 

We have updated the error message when saving a report with an existing name. Previously this would say ‘Report creation failed’. This now says ‘Please rename the report, an existing report is already saved with the name entered’. 

NHS data sharing 

We have worked with the NHS to provide automated reports for customers on the NHS Better Purchasing Framework. Earlier in the month, we added a box for administrators to add in their NHSE ODS code and tick a box to allow data sharing. Call data will be provided to NHSE at the beginning of each month. This does not affect companies that have not consented to have their data shared. 

We have expanded on this in release 1.45, making updates to the reports based on NHSE feedback.