We are excited to announce the Evolve Contact Suite (ECS) v5.2.3 release that includes new capabilities for our customers.

What Do You Need to Know?

  1. Any changes made to your environment must be fully deployed via Setup before the upgrade and previously deployed versions will no longer be available after the upgrade.
  2. If your organization is staffed during the maintenance, they will experience a short period of downtime (less than 10 minutes).
  3. Users will get a notification on their first login after the upgrade to accept and download the newest update. Please instruct your users to accept the application update.

This release contains the following enhancements:

  1. Optimized performance of the Supervisor client with significant reduction in the amount of local workstation RAM consumed by the application.
  2. Introduction of a 64-bit Supervisor application available within the Application Portal based on customer size and functionality needs:
    • Supervisor (32-bit) – Required for any customer that wants to utilize the Internal VoIP Phone to answer calls or perform coaching activities.
    • Supervisor (64-bit) – Recommended for Enterprise customers or any customer that doesn’t utilize the Internal VoIP Phone.
  3. Enabled the ability to pause / resume call recording via REST API while still preventing agents from manually controlling the recording.
  4. Updating the 3.04 Interactions Detail Record report with three additional fields: 
    1. Interaction GUID
    2. Interaction Direction
    3. Origin Media Type

This release contains the following reporting fix:

  1. 3.04 Interactions Detail Record report displayed the incorrect pre-queue time.
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