Fixes
Agent Experience
- This release changes the presentation of information in the Call Information > All Calls Today
– Call Handled Today now shows the total number of inbound and outbound calls
– Calls Dropped now shows the total number of dropped calls for both inbound and outbound
– Call Handling Time now shows the total time from when an agent picked up the call to when they completed wrap up
– Talk Time now shows the total time when agent and caller were speaking
- This release fixes a bug that causes an agent to remain unavailable if they put a parked state. If they now park an email and using the Blending algorithm, they can take another contact they are presented with one.
Find out more about email within the Agent Portal.
Reporting
- This release resolves an issue around the correct reporting of wrap up time when an Agent when they transfer a call a queue.
Voice Channel
- This release fixed an issue that prevented Call Backs from retrying, in the event that the initial call wasn’t answered by the customer. Retries can be configured from the Queue>Call Backs menu and it now follows the number of retries set here
- Occasionally calls that have been ended still show in queues on Live Data. This release ensures that Live Data successfully updates.
Note: To see more information around the Agent Portal, visit our Agent Knowledge Base.