We are excited to announce the Evolve Contact Suite (ECS) v5.4.25 release will be available on July 28, 2024.

 

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 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.
  4. For more details about the steps, each customer can take after the release, see the Post-Release Testing

This release contains the following feature enhancements and bug fixes.

New Features

Convert Chat to an Email (Chat to Leave Message Email) - The "Leave voice message" Activity was previously valid for telephony interactions only and was ignored for other media types. Now it supports Chat interactions as well. Similar to voice calls, when a caller is proposed to leave a voice message (usually when no available agent is found), he/she will be proposed to leave a chat message that will eventually be converted to an email and sent to the email address specified for the current BP or Agent. 

See details in this article: ECS Setup: Implementation - Chat Leave Message

Enhancements

  1. Ability to filter Display Template fields. Also changing the  Flag/Boolean field type default value to True/False instead of Allowed/Denied.
  2. eSupervisor Font in light modes.
  3. eSupervisor custom column filters.
  4. eSupervisor /eWallboard  - support varied card sizes.
  5. i18n multi-lingual character for eWallboard / eSupervisor Cards.
  6. Stop auto-sorting by typing in Setup.
  7. Support additional prompt types in voice mail and private greeting of Agent\BP.

Bug Fixes

  1. Supervisor KPI's zeroed after a light deployment but resumed their correct value after the first KPI update.
  2. eAgent - Pause/Resume is missing from internal extensions.
  3. Extra bad entry in the segments table following a blind transfer from agent to BP.
  4. The time displayed in WPF DOT NET wallboard is wrong.
  5. Can't change agent's state from No Answer to Offline.