Back to July

Fixes

Call Recording

  • Inbound Call – Agent Consultation – a fix has been applied so that the call leg where the agent is “consulting” a 3rd party / or internal agent, this leg is now recorded. This is shown as an “agent” level recording.
  • Post transfer recordings – a change has been applied to ensure the recording will stop once the call has been transferred to a 3rd party number. Once the call has left the customer environment (ie agents are no longer present), then the recording will stop.  

Call Queues

  • Auto Answer – we had received reports of some agents that have auto answer turn on that the first time they log in (and there was a queued call waiting) this first call wasn’t successful offered to this agent. A fix has been made to ensure that this agent is offered the correct call.

Reporting

  • Date Filtering – a change has been made to allow dates to be entered with a 4 digit year as opposed to just a 2 digit year. Users will be able to enter dates in the format of DD/MM/YYYY as well as DD/MM/YY and the report tool will recognise this and filter correctly
  • Certain reports such as Agent Status Change and Call Report are likely to produce many 000’s of line of reporting. Currently only 1000 lines of reporting is visible to the user viewing the report in the UI. Also, when downloading into CSV it would only download the first 1000 lines of reporting. A change has been made so that if a report contains more than 1000 rows a warning message will pop up to the user to say only 500 row will be chosen. But if they choose to download into CSV, the full report will be downloaded

Outbound & Webchat

  • A bug has been found and fixed which caused webchats to get “stuck” if the agent decided to perform an outbound call while managing a webchat. This is now resolved.

Email

  • Agent handled Email Stats – Change of count. Previously if an agent selected or was pushed emails to work on, the “email handled” state would increase every time the agent put the email back in the queue. This was inflating the stats of agents. A change has been implemented so that if an agent puts an email back in a queue, this will not increase their “emails handled” stats.

Wallboards

  • Queue Service Level – Previously customers using the widget “Queue Service Level” were seeing results of over 100%. A change has been made to correct the calculation model in the backend so this will no longer happen.
  • Voice Mail – When calls via a service number came in and hit a voicemail box, these calls were being reported incorrectly on the wallboard.
    • After 1.32 all calls that hit VM will only update on the following widgets: Company calls today & Service Number Unanswered calls.
    • It will not cause Service number dropped calls and Service number answered calls to increase.

CRM / Agent UI

After release 1.31 was launched when an agent was handling an item (call/chat/email) the space for the CRM contact details is very small with only a few fields showing at a time. The development team have found and implemented a fix for this behaviour.