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- Allow Agents and Supervisors using a secondary HPBX device (UC1 or Teams) to switch from using a primary or secondary device in Settings; this capability can be utilized as Agents/ Supervisors move between different locations.
- New link to allow customer input accessible on the ECS Portal.
- Agent in Break state cannot initiate a private interaction to a Business Process and is presented with an error message; Agent must change state to Ready, Backoffice or Handle Outgoing to initiate a private interaction to a Business Process or Channel.
- The formula used for predictive dialer changed how phone interactions are sent to queues; it was updated to include idle agents with busy agents that are about to end their current call. The time frame used to count the number of successful phone interactions that an Agent completed was extended from 5 to 15 minutes. This count is used to determine a more realistic average in the formula, and will decrease the number of abandoned calls from predictive dialer. The formula used to determine the average based on the length of time it takes an Agent to complete a call before being idle was also updated to increase the calls taken by Agents. Overall, this will result in more phone interactions between Agents and callers.
This release contains the following bug fixes:
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