Date: Fri, 29 Mar 2024 05:12:43 -0400 (EDT)
Message-ID: <1429867822.6700.1711703563240@confluence-01.evolveip.net>
Subject: Exported From Confluence
MIME-Version: 1.0
Content-Type: multipart/related;
boundary="----=_Part_6699_1836745116.1711703563240"
------=_Part_6699_1836745116.1711703563240
Content-Type: text/html; charset=UTF-8
Content-Transfer-Encoding: quoted-printable
Content-Location: file:///C:/exported.html
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=
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?
- An updated ECS =
span>Reports interface that includes the ability to schedule reports for em=
ail delivery. The report scheduler can be accessed from the Superviso=
r Client or Application Portal. For more details, please review the
ECS Report Scheduler Quick Reference Guide
- Two new reports were added:
- 1.06 =E2=80=93 Staffing Report =E2=80=93 Shows agent staffing by i=
nterval, day, week, and month and count of agents staffed, available, =
and the cumulative occupancy.
- 5.05 =E2=80=93 Queue Interval Summary Report =E2=80=93 Shows key queue =
statistics in multiple interval combinations including hourly, daily, weekl=
y, and monthly.
- The Detailed Agent Interactions Report 2.01 was modified to optionally =
include CRM fi=
elds (First Name & Last Name) and the Remarks have been moved to a new =
column.
- Agent Management via bulk upload within the Setup Client. Allows =
for the creation and modification of agents including skills, Business Proc=
esses, passwords, load allowance and agent characteristics. For =
more information, click here.
- Routing Data via bulk upload: We=E2=80=99ve added a new Routing D=
ata feature to ECS that is designed to ease the management of sophisticated=
contact centers that need dynamic routing capabilities especially for thos=
e organizations with hundreds or thousands of inbound phone numbers. In man=
y instances, these phone numbers are linked to various products, marketing =
campaigns, or clients which dictate the caller experience and agent require=
ments. For instance, a contact center=
span> may represent many different product brands or clie=
nts. Based upon the number dialed or other attributes, ECS needs to dynamic=
ally adjust each caller=E2=80=99s treatment such as:
- Determine the proper greeting played to the caller
- Look for agents with specific skills that are required to handle that i=
nteraction
- Assign a specific language requirement
- Pass information to the agent about the client, product, or campaign
The new Routing Data capability provides customers with a wide rang=
e of data elements that can be used to dynamically control the call flow wh=
ile simultaneously simplifying the actual programming / routing logic. More=
over, a new field called =E2=80=9CRouting Info=E2=80=9D was added to the Ag=
ent client that allows the agent to better serve each interaction since the=
y will have additional information at their fingertips such as the marketin=
g campaign, source of lead, or the path that interaction followed to reach =
that agent. Coming in our next ECS release will be the incorporation of som=
e Routing Data attributes into the existing reports.
- The following changes were made to the API methods:
- Add Contacts to Campaign =E2=80=93 this new method will create or updat=
e existing contacts, add these contacts to the specified campaign, and opti=
onally add these contacts to a list.
- Email =E2=80=93 added new methods for email interactions:
- Create Email Interaction =E2=80=93 generates a new outbound email
- Reply Email =E2=80=93 creates a reply to an existing email intera=
ction
- Send Email =E2=80=93 populates the content for an email reply
- Upload Email Attachments =E2=80=93 uploads the specified attachments
- Set Interaction Completion Status =E2=80=93 this new method is used to =
specify the status of an interaction including creating a new callback.
- Get Agent Interactions =E2=80=93 retrieves the current interactions for=
the specified agent
- Interaction Handling Flow now supports call times in milliseconds when =
passing data to a third party application
- New Campaign Setting =E2=80=93 Dialing Order Strategy that determines t=
he order that outbound calls are placed. We now offer 2 discrete dialing me=
thods related to which takes precedence =E2=80=93 dialing of new records or=
redialing of a previously called record as follows:
- Exhaust List First =E2=80=93 will prioritize new attempts over redials =
and call back requests
- Exhaust Records First =E2=80=93 will prioritize redials and call back r=
equests over new attempts
Both of these options are available as First In First Out (FIFO) an=
d Last In First Out (LIFO) for a total of 4 choices in this drop-down.
<=
/li>
- Agents no longer need to be assigned an Agent Profile to receive Skill =
assignments. Skilling can now be managed within an individual agents =
profile in the Setup client.
- In the Staffing section of the Setup Client agents can now be searched =
and filtered by the following parameters: Name, Extension, End Poi=
nt, Default Load Allowance, Available Load Allowance, Private Telephones, H=
PBX User, Email Address and Skill
- Minimizing the Agent Client now sends the client to the Taskbar.
- The Setup client now performs error checking before every deployment.&n=
bsp; The newly added validate button must be selected first before deployin=
g any changes. This process ensures that the changes made in Set=
up don=E2=80=99t contain any logic or routing errors before they are deploy=
ed to the contact center. Please review How to Validate befor=
e Deployment for more information.
- Agent assignment to Campaigns inside Supervisor has been moved to the A=
gent Assignment screen and now allows both temporary or permanent assignmen=
ts. The Staff tab has been removed from Campaign Monitor. For more details,=
please review the Assign Agent to Business Processes and Campaigns se=
ction of the Supervisor Quick Reference Guide.
What are the Bug Fixes?
- Agents were unable to perform a second consulted transfer after receivi=
ng an interaction from another agent within a Business Process queue.
- At times, Dialer calls were not being reported correctly by the rest AP=
I when the interaction ends.
- The Update Contacts API method was failing when using a contact ID.
- In certain situations, the sound control buttons were missing on the Su=
pervisor client.
- The Setup Client occasionally would crash when deleting Agent Profiles.=
- The Add Remark method via the API wasn=E2=80=99t functioning properly.<=
/li>
- The Interaction ID was not populating on the Format text within the Int=
eraction Handling flow and on the Remark displayed within the Agent client.=
- In certain situations, incoming calls could not be answered via the Sup=
ervisor Client.
Documentation
Supervisor User G=
uide
Superv=
isor Quick Reference Guide
Cloud Dialer User Gui=
de
Report =
User Guide
=
Report Scheduler Quick Reference Guide
Agent User Guide=
p>
Setup an=
d Manager Client Help Content
API Documentation =E2=80=93 https://ecs-apps.voip.evolveip.net/API/Help
API Sample Page =E2=80=93 https://ecs-apps.voip.evolveip.net/API/test.html
For customers that wish to utilize the Agent and Supervisor APIs =E2=80=
=93 use the following link =E2=80=94 https://ecs-apps.voip.evolveip.net/Api=
------=_Part_6699_1836745116.1711703563240--