Back to April

Enhancements

Campaign Dialler

  • If a CSV file is used to populate a list of numbers to call, the number column is a mandatory field. This release improves the error handling in the event that a number is missing. This will enable the user to find the offending entry more easily.  

Email Channel

  • The OAuth2 setup for Microsoft email services has been simplified
  • The current status of Email Service connections can now be checked by clicking the Status button under Email Servers                                                
  • The Branch on Company Variable can now be used on Email flows

Find out more about email within the Administrator Portal.

Reporting

  • The Call Data Reports > Agent Report has been modified. The Connected Calls field used to report based on the time that the call entered the queue. If the Agent started work at 09:00 and the call entered the queue at 08:50 then running this report for the Agent’s working hours wouldn’t show this call. This field now reports the time when the Call is connected to the Agent, rather than the queue.
  • The Call Data Reports > Service Number Report now has a field for Maximum Call Length in minutes
  • The Call Data Reports > Queue Report now has a field for Maximum Call Length in minutes
  • The Call Data Reports > Agent Report now has a field for Maximum Call Length in minutes

Find out more about reporting within the Administrator Portal.

Supervisor Experience

  • If an agent has been set to not handle calls, but they have picked a call off the queue the information presented in the Live Data screen was confusing showing the Agent was Not Available, but on a Call. The status now shows as Picked up a Call when on a call and Not Handling Calls when not on a call.  

– Old Status         

     – New Status     

  • When viewing an agent in Live Data the reporting of their Break now shows the Break Reason code. If this Reason Code is too long for the box, it will be truncated.                                                                                                  
  • When filtering Agent data on the Live Data screen an Apply button has been added to make it clearer that the chosen filters will be applied
  • The Queues section of Live Data has been updated to Call Queues to improve the readability of this screen

Web Chat                                                     

  • The Branch on Chat Node will now handle branching based on an email address or a phone number matches.
  • The Branch on Company Variable can now be used on Chat Flows

Find out more about webchat within the the Supervisor Portal.

Wallboards

  • When viewing an agent on a Wallboard using the Agents Overview tile, the reporting of their Break now shows the Break Reason code. If this Reason Code is too long for the box, it will be truncated.                                                                                              
  • Time data is now clearer and more consistent across Wallboard tiles. Time is initially shown in seconds, and then minutes and seconds. Once time runs into hours, hours and minutes only are shown. If the time runs into days, only days and hours are shown.
  • The UI for editing Wallboards has been made clearer. The padlock at the top right of the screen now says EDIT to show where the edit button us and SAVE once the Wallboard is in Edit mode.

Find out more about wallboards within the Supervisor Portal.

Note: To see more information around the Supervisor Portal, visit our Supervisor Knowledge Base.