Date: Thu, 28 Mar 2024 03:54:59 -0400 (EDT)
Message-ID: <967604241.6337.1711612499128@confluence-01.evolveip.net>
Subject: Exported From Confluence
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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 you have agents staffed during the maintenance, they will experience=
a short period of downtime.
- 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.
- Review all updated documentation below, including the recently updated =
Report User Guide.
Why Update?
- New Features and Functionality
- Bug Fixes
What are the new features and functionality?=
- Agent and Supervisor passwords can now be reset through the Setup clien=
ts. Administrators and Supervisors can choose to either reset a passw=
ord back to the system default password or send a password reset email to t=
he user. See =E2=80=9CResetting an Agent=E2=80=99s Password=E2=80=9D =
in this KB article for more details.
- Multi-level Disposition Code Sets: Each Business Process will now be as=
signed a Disposition Code Set that includes a Category and Sub Category for=
each Disposition Code. Agents and Supervisors can navigate through t=
his hierarchy to assign the correct Disposition Code. See =E2=80=9CDi=
sposition Code Sets=E2=80=9D in this KB article =
for more details. The new Disposition Code Category and Subcategory i=
nformation is available in the:
- Campaign Disposition Code Report
- Supervisor Campaign Monitor Export/Purge tab and export file
- Agent client=E2=80=99s Contact History
- Supervisor Call Recording for those customers that have deployed ECS in=
an Overlay model
- 4.03 Interaction Disposition Codes Report and 4.13. Disposition Codes D=
istribution Report
- Three new columns have been added to the Current Interactions tab in Su=
pervisor for the Agent, Business Process and Campaign Monitors:
- Demand =E2=80=93 shows the Demands (Skills) assigned to the interaction=
- Demand Filter =E2=80=93 shows the current Demand Filter assigned to the=
interaction =E2=80=93 this is a dynamic value and will update depending on=
how long the interaction waited in queue
- Total Waiting Duration =E2=80=93 shows the total time the interaction h=
as been waiting in queue. The time is dynamic because it includes the=
total waiting time across all Business Processes for those interactio=
ns that flowed through multiple Business Processes.
- The following Campaign features have been added. Please refer to the&nb=
sp;Dialer User Guide=
for more information.
- On Failure: Max Attempts Reached =E2=80=93 After a final failed Campaig=
n dial attempt for a contact, that record can be sent to a 2nd Campaign for=
continued dialing or to a Contact List for a future Campaign. When t=
his contact record is assigned to a new Campaign, the number of attempts wi=
ll be reset to zero and the original contact properties will be preserved.<=
/li>
- On Success: Customer Reached =E2=80=93 After a contact is successf=
ully reached by a Campaign, that record can be sent to a 2nd Campaign for a=
dditional dialing attempts or to a Contact List for a future Campaign. =
; When this contact record is assigned to a new Campaign, the number of att=
empts will be reset to zero and the original contact properties will be pre=
served.
- In the Setup client, the Agent thumbnail view in the Staffing now shows=
the agent=E2=80=99s extension instead of the agent=E2=80=99s end point.
- Two new optional fields (a phone number and a date field) are available=
in the chat window presented on the web to a customer. For customers curre=
ntly utilizing chat, these fields will be available upon request.
- Added an =E2=80=9CAll Offline=E2=80=9D output leg to the =E2=80=98Check=
Busy or Idle Agents Node=E2=80=99 in the Interaction Handling Flow that wi=
ll separately route interactions when all Agent are Offline.
What are the new Reporting features and functionality=
?
- Two new reports were added:
- 4.14 =E2=80=93 Demand Interval Distribution Report =E2=80=93 highlights=
the distribution of Demands across interactions and Business Processes
- 8.01 =E2=80=93 Calls Performance by BP and Destinations =E2=80=93 =
provides BP summary of voice interactions only with results broken out in a=
nnual, monthly, daily, hourly, and 15 min intervals
- The following reports were updated to include the Demand fields:
- 2.01 Detailed Agent Interactions Report
- 4.01 Detailed Business Entity Report
- 4.02 Destination Trace Report
- 4.10 Inbound Interactions Distribution Report
- 4.11 Interactions Analysis Report
- Updated Overflow logic in the 7.0.x and 8.01 reports. An Overflowed cal=
l is a Queued call that was not answered by an agent in the BP and was hand=
led by the BP flow outside the queue in one of the following ways:
- Disconnected by the BP flow (disconnected by the system)
- Transferred to an external number
- Transferred to another BP
- Several UI enhancements were made to the Report Navigator including:
- The folder navigation triangle has been made larger
- All report folders will now automatically display
- When there is a single entry in Customer Database field, it will now be=
automatically selected
What are the Bug Fixes?
- When a Campaign setup with the LIFO (Last In First Out) Dialing Strateg=
y is first populated with records to be dialed, the first batch of records =
were not always in proper sequential LIFO order.
- The Supervisor Client would close unexpectedly when temporarily assigni=
ng an agent to a Business Process.
- In Supervisor, when assigning a new expiration (greater than 12 hours),=
that change would incorrectly apply to all BP assignments instead of just =
the selected Business Process(es).
- In some instances, deleting flow variables would result in the Setup cl=
ient closing unexpectedly.
- The Wait Time counter inside the Current Interactions tab of Supe=
rvisor would display incorrect data.
- When performing a consulted transfer from an Agent to a user outside th=
e contact center, the wrong Call=
er ID was displaying to that user.
- In Supervisor, a temporary assignment of an Agent to a Campaign would f=
ail without Supervisor notification and that Agent would not receive Campai=
gn calls.
- The Expected Wait Time was calculated incorrectly for some waiting inte=
ractions.
- Agents were unable to perform a consulted transfer after receiving a tr=
ansferred interaction.
- After a consulted transfer, the receiving Agent=E2=80=99s call control =
was not active and they were not able to place the call on hold.
- Depending on the status of current interactions, Supervisors were unabl=
e to stop an active Preview Campaign.
- On the 7.0.3 report, the Month To Date Summary section was incorrectly =
calculating the interaction volume.
- Ad-hoc or scheduled reports for different time periods did not always g=
enerate using the customer=E2=80=99s time zone.
- On the 7.0.1 report, hourly interval time slices were not displaying pr=
operly for some customers.
- The Supervisor application would terminate unexpectedly with an =E2=80=
=9COut of Memory=E2=80=9D error.
- When attempting to dial a contact=E2=80=99s mobile phone via the Direct=
ory tab of the Agent client, the system would incorrectly dial their desk p=
hone.
Documentation
Superv=
isor User Guide
Supervisor Quick Reference Guide
Cloud Dial=
er User Guide
Report Use=
r Guide
Report Scheduler Quick Reference Guide
Agent User =
Guide
Setup and Manager Client Help Content
API Documentation =E2=80=93 https://ecs-apps.voip.evolveip.net/API/Help<=
/p>
API Sample Page =E2=80=93 https://ecs-apps.voip.evolveip.net/API/test.h=
tml
For customers that wish to utilize the Agent and Supervisor A=
PIs =E2=80=93 use the following link =E2=80=94 https://ecs-apps.voip.evolve=
ip.net/Api
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