Date: Fri, 29 Mar 2024 02:27:01 -0400 (EDT)
Message-ID: <2127349964.6666.1711693621287@confluence-01.evolveip.net>
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We are excited to announce the Evolve Contact=
Suite (ECS) v5.3.5 release that includes new capabilities for our customer=
s that will be available on December 12, 2021.
What do you need to know?
- Any changes made to your environment must be fully deployed via Setup b=
efore the upgrade and previously deployed versions will no longer be availa=
ble after the upgrade.
- If your organization is staffed during the maintenance, they will exper=
ience a short period of downtime (less than 10 minutes).
- Users will get a notification on their first login after the upgrade to=
accept and download the newest update. Please instruct your users to accep=
t the application update.
- For more details about the steps each customer can take after the relea=
se, see the Post Release Testing&=
nbsp;article.
This release contains the following feature enhanceme=
nts:
- In Setup, parameters that can be selected for Contacts are more visible=
to the user.
- An Agent can view the number of callbacks scheduled for a given time pe=
riod to prevent scheduling too many callbacks for the desired time when sch=
eduling. The scheduled callback count is displayed according to the A=
gent/ Business Process callback selected during the Callback request step b=
y agents.
- The current status of all agents is displayed on the Agent Monitor.
- Routing data can be exported without a Zip file.
- Exported routing data can be sorted on the RoutingDataID column.
- Enhanced Supervisor client app session handling to prevent disconnectio=
n.
- Allow the correct wrap up time to be displayed for agents.
This release contains the following reporting enhance=
ments:
- User interface for Reporting updated with uniform design for all report=
s.
- Report filter updated so that obsolete Business Processes are not inclu=
ded.
This release contains the following bug fixes:
- An Agent could not make a private outgoing call to a Business Process w=
hen in "Break" state.
- Events subscribers did not get an Interaction-Offerd-To-Agent event whe=
n in "Break" state and on a private interaction with other agent(s).
- In cases when HPBX calls are declined by an agent extension multiple ti=
mes (usually due to extension issues), the call becomes a "stuck" call in t=
he system and cannot be answered by any subsequent agents that will be offe=
red the call.
- An Agent who accepted a consulted transfer could not make any subsequen=
t consulted transfers in the same Channel within the same interaction.
- When an HPBX Agent transferred a call, the state was not correctly chan=
ged to Back Office state for specific transfers.
- When an HPBX Agent transferred a call to another Business Process, the =
agent state is incorrectly changed to "Missed Call=E2=80=9D state.
- An HPBX Agent could not transfer to another HPBX Agent in the same Busi=
ness Process or make an attended transfer.
- Agent Console APP - Commands are missing for the agent's interaction if=
the offered interaction was an attended transfer.
- Agent Average Speed of Answer incorrectly accounted for Consult calls.<=
/li>
- Supervisor "Total Transferred Out Internal" KPI on the Business Process=
Monitor was not counting as designed.
- The Supervisor =E2=80=9CTotal Transferred Out Internal=E2=80=9D KPI on =
the Business Process Monitor incorrectly accounted for Callbacks offered to=
an Agent.
- The Supervisor "Total Transferred Out Internal" KPI on the Business Pro=
cess Monitor incorrectly accounted for Campaigns offered to the Agent.
- Supervisor "Average Ring Time" KPI on Agent Monitor incorrectly include=
d the Offered time for Callback and Preview calls in the Ring time average =
calculation.
- Supervisor "Internal Agents" KPI on Agents Monitor did not decrease in =
count when the internal call ended.
- The Supervisor Agent Monitor Last Login Time KPI was not displaying the=
Last Login time (Only the Date was displayed).
- Supervisor KPI Answered As Consult on Agent Monitor was incorrectly inc=
remented for rejected consult calls between agents.
- Supervisor KPI Average Ring Time on Agent Monitor was not being updated=
only with accepted calls.
- Supervisor "Consult Or Conference Agents" KPI on the Business Process M=
onitor was miscounting internal calls between agents that were rejected by =
a receiving party.
- Supervisor "Private Agents" KPI on Business Process Monitor was miscoun=
ting internal calls between agents that were rejected by a receiving party.=
- Supervisor "Average Ring Time" KPI on Agent Monitor incorrectly include=
d missed calls in the average calculation. (Only answered calls should be i=
ncluded.)
- The Answered Interactions KPI on Supervisor for chat media type was not=
updated in real time.
- The KPI exported to Excel had incorrect formatting.
- When an Agent selected an outgoing Business Process name for an outgoin=
g call, the selected Business Process was not held for the next outgoing ca=
ll.
- Incorrect ring counter was calculated if an Agent accepted an interacti=
on when the Agent manually changed to "Ready" state after being in "No Answ=
er" state due t not accepting a previous call.
- Agent could not accept chat interactions via Select Agent/ Queue Activi=
ties that included a sub flow.
- Agent could not save or print chat transcripts.
- An interaction that overflowed from one Business Process to another Cha=
nnel incorrectly created a new InteractionID in History Database and report=
ing.
- After a system restart, the default load allowance was displayed to the=
Agent instead of the custom load allowance.
- The value for load allowance combination was not displayed.
- When an Agent sent a large SMS, a duplicate SMS was sent, and a SMS cou=
ld not be sent without an attachment.
This release contains the following reporting fixes:<=
/strong>
- The 3.01 report displayed incorrect duration time when start time was g=
reater than end time.
- The 3.04 Report was not including the Business Process if the related i=
nteraction was in "Handling", "Consulting" or "In Conference" state.
- The 7.03 report had an incorrect calculation for Percent of Intervals m=
eeting Service Level.
- The 7.03 & 7.05 reports did not correctly exclude or include the Sh=
ort Abandons in Average Abandon Time per setup.
- The 7.03 report did not display the correct value for Email Overflow.=
li>
- The Report Scheduler showed the same report name twice.
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