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- SMS has been added as a media type to the following reports: 7.03, 5.02, 4.02, 4.01, 3.05, 3.04, 2.04, 2.01
- Include Archived Data parameter has been removed from most of the 5.0X, 6.XX, 4.XX, 3.XX, 2.XX and 1.XX reports.
- Improvements made to the Report Scheduler for quicker Log in and Report Selection wait times
- Zoom out capabilities on a report
- Reports have been updated to indicate which Supervisor forcibly closed an agents active interaction
- Spacing was missing from Report Titles in several reports run in the Scheduler
- The “Last Year” period has been removed as an option for all Subscription Reports in the Report Scheduler
- Reports now express periods longer than 24 hours in days indicated by HH:MM:SS format. Periods longer than 24 hours were previously indicated in days with a value of (D)
- New parameter has been added to optionally "Exclude Short Abandons" from reports
- Report Specific Enhancements
- 2.01 & 2.04 Reports now have filters to show only connected interactions
- 2.04 Report now includes average offer time
- 3.04 Report destination column is now aligned to the center
- 3.04 Report now identifies if a call was overflowed
- 5.01 Report now behaves consistent with other reports for business process selection
- 6.04 Report Completed Callback Report Callback ID field will now populate with the Interaction ID
- 7.03 Report has been updated to include four additional routing data parameters in lieu of Business Processes: Client Name, Inbound Campaign Name, Product Name and Product Type
- Following Report Output Titles have changed:
- 2.02 output is now: Agent Time Allocation Performance
- 5.01 output is now: Business Process Agent Performance
- 5.02 output is now: Business Process Interaction Performance
- 5.03 output is now: Business Process Callback Performance
- 6.01 output is now: Completed Campaign Interactions
- 6.02 output is now: Campaign Time Frame Specific Statistics
- 6.04 output is now: Completed Callback Interactions
- 7.04 output is now: Abandoned Interactions
- The following reports have minor name changes: -
- 4.07 Voice Billing by Business Process to Voice Billing By Business Process
- 4.08 Voice Billing by Business Process - No Abandoned Calls to Voice Billing By Business Process - No Abandoned Calls
- 4.09 Voice Billing - summary only to Voice Billing Summary
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