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Announcements and Release Notes
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Evolve Contact Suite
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What Do You Need to Know?
- Any changes made to your environment must be fully deployed via Setup before the upgrade and previously deployed versions will no longer be available after the upgrade.
- If your organization is staffed during the maintenance, they will experience 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 accept the application update.
This release contains the following enhancements:
- Optimized performance of the Supervisor client with significant reduction in the amount of local workstation RAM consumed by the application.
- Introduction of a 64-bit Supervisor application available within the Application Portal based on customer size and functionality needs:
- Supervisor (32-bit) – Required for any customer that wants to utilize the Internal VoIP Phone to answer calls or perform coaching activities.
- Supervisor (64-bit) – Recommended for Enterprise customers or any customer that doesn’t utilize the Internal VoIP Phone.
- Enabled the ability to pause / resume call recording via REST API while still preventing agents from manually controlling the recording.
- Updating the 3.04 Interactions Detail Record report with three additional fields:
- Interaction GUID
- Interaction Direction
- Origin Media Type
This release contains the following reporting fix:
- 3.04 Interactions Detail Record report displayed the incorrect pre-queue time.
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When: Monday, July 8th at 2am est
What Do You Need to Know?
- Any changes made to your environment must be fully deployed via Setup before the upgrade and previously deployed versions will no longer be available after the upgrade.
- If your organization is staffed during the maintenance, they will experience 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 accept the application update.
This release contains the following new features:
- Added the capability to deliver call recordings for Overlay customers via FTP along with a file that contains the metadata (date, time, direction, local party, remote party, etc.) that is refreshed every 15 minutes.
- Added a new report -- 3.04 Interactions Detail Record that contains the details of every interaction for those customers that aren't able to receive these results in real-time via the ECS API Trigger.
This release contains the following application fixes:
- Exporting a BP with invalid characters in the name fails.
- Deploying changes after performing a copy & paste of the BP can corrupt the configuration.
- Importing a BP which has a callback in the Handling Flow that references the same BP fails.
- Performing multiple copy and paste actions within a Business Process can cause the Setup client to crash.
Documentation
Report Scheduler Quick Reference Guide
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What Do You Need to Know?
- Any changes made to your environment must be fully deployed via Setup before the upgrade and previously deployed versions will no longer be available after the upgrade.
- If your organization is staffed during the maintenance, they will experience 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 accept the application update.
This release contains the following application fixes:
- Improved performance of the Supervisor application.
- Improved performance of the Contacts tab in the Agent client which will now require the Agent to search for Contacts if they aren’t included in the initial list.
- An Agent was repeatedly offered the same interaction.
- The Supervisor application unexpectedly closed.
- Inbound calls were not being offered to an Available agent.
- Inbound calls were not being properly prioritized over outbound Callback & Campaign calls.
- The Handled and Abandoned counts in the Monet WFM Feed didn’t match the 7.0x reports.
- Added a new “Delete Old Flows” command in Setup to remove older versions of the Interaction Handling Flow that typically would be deleted after 14 days.
- A Callback Schedule could not be saved in Supervisor.
This release also contains the following report updates.
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Report
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Description of the Change
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UPDATE: The ECS v5.1.0 release originally scheduled for Sunday 3/3/19 at 2:00AM ET was moved to Monday 3/4/19 at 2:00AM ET.
What Do You Need to Know?
- Any changes made to your environment must be fully deployed via Setup before the upgrade and previously deployed versions will no longer be available 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 accept 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 clients. Administrators and Supervisors can choose to either reset a password back to the system default password or send a password reset email to the user. See “Resetting an Agent’s Password” in this KB article for more details.
- Multi-level Disposition Code Sets: Each Business Process will now be assigned a Disposition Code Set that includes a Category and Sub Category for each Disposition Code. Agents and Supervisors can navigate through this hierarchy to assign the correct Disposition Code. See “Disposition Code Sets” in this KB article for more details. The new Disposition Code Category and Subcategory information is available in the:
- Campaign Disposition Code Report
- Supervisor Campaign Monitor Export/Purge tab and export file
- Agent client’s 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 Distribution Report
- Three new columns have been added to the Current Interactions tab in Supervisor for the Agent, Business Process and Campaign Monitors:
- Demand – shows the Demands (Skills) assigned to the interaction
- Demand Filter – shows the current Demand Filter assigned to the interaction – this is a dynamic value and will update depending on how long the interaction waited in queue
- Total Waiting Duration – shows the total time the interaction has been waiting in queue. The time is dynamic because it includes the total waiting time across all Business Processes for those interactions that flowed through multiple Business Processes.
- The following Campaign features have been added. Please refer to the Dialer User Guide for more information.
- On Failure: Max Attempts Reached – After a final failed Campaign 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 this contact record is assigned to a new Campaign, the number of attempts will be reset to zero and the original contact properties will be preserved.
- On Success: Customer Reached – After a contact is successfully reached by a Campaign, that record can be sent to a 2nd Campaign for additional dialing attempts or to a Contact List for a future Campaign. When this contact record is assigned to a new Campaign, the number of attempts will be reset to zero and the original contact properties will be preserved.
- In the Setup client, the Agent thumbnail view in the Staffing now shows the agent’s extension instead of the agent’s 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 currently utilizing chat, these fields will be available upon request.
- Added an “All Offline” output leg to the ‘Check Busy or Idle Agents Node’ in the Interaction Handling Flow that will separately route interactions when all Agent are Offline.
What are the new Reporting features and functionality?
- Two new reports were added:
- 4.14 – Demand Interval Distribution Report – highlights the distribution of Demands across interactions and Business Processes
- 8.01 – Calls Performance by BP and Destinations – provides BP summary of voice interactions only with results broken out in annual, 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 call is a Queued call that was not answered by an agent in the BP and was handled 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 Strategy 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 assigning 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 client closing unexpectedly.
- The Wait Time counter inside the Current Interactions tab of Supervisor would display incorrect data.
- When performing a consulted transfer from an Agent to a user outside the contact center, the wrong Caller ID was displaying to that user.
- In Supervisor, a temporary assignment of an Agent to a Campaign would fail without Supervisor notification and that Agent would not receive Campaign calls.
- The Expected Wait Time was calculated incorrectly for some waiting interactions.
- Agents were unable to perform a consulted transfer after receiving a transferred interaction.
- After a consulted transfer, the receiving Agent’s 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 unable 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 generate using the customer’s time zone.
- On the 7.0.1 report, hourly interval time slices were not displaying properly for some customers.
- The Supervisor application would terminate unexpectedly with an “Out of Memory” error.
- When attempting to dial a contact’s mobile phone via the Directory tab of the Agent client, the system would incorrectly dial their desk phone.
Documentation
Supervisor Quick Reference Guide
Report Scheduler Quick Reference Guide
Setup and Manager Client Help Content
API Documentation – https://ecs-apps.voip.evolveip.net/API/Help
API Sample Page – https://ecs-apps.voip.evolveip.net/API/test.html
For customers that wish to utilize the Agent and Supervisor APIs – use the following link — https://ecs-apps.voip.evolveip.net/Api
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We are excited to announce the Evolve Contact Suite (ECS) December 2018 v5.0.1 release that includes new capabilities for our customers.Sunday, December 9th at 10 PM Pacific TimeWhat Do You Need to Know?
Why Update?
What are the new features and functionality?
What are the Bug Fixes?
Documentation Supervisor Quick Reference Guide Report Scheduler Quick Reference Guide Setup and Manager Client Help Content API Documentation – https://ecs-apps.voip.evolveip.net/API/Help API Sample Page – https://ecs-apps.voip.evolveip.net/API/test.html For customers that wish to utilize the Agent and Supervisor APIs – use the following link — https://ecs-apps.voip.evolveip.net/Api |
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title | Evolve Contact Suite October 2018 Release |
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We are excited to announce that the Evolve Contact Suite (ECS) will be upgraded to provide additional services for you and your company’s users. The upgrade will take place on Sunday, October 14th at 2 AM EST.
What Do You Need to Know?
- Any changes made to your environment must be fully deployed via Setup before the upgrade and previously deployed versions will no longer be available 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 accept the application update.
- Click here for the updated ECS Supervisor Client User Guide
- Click here for more information on the API capabilities.
- For customers currently testing and utilizing the new Agent/Supervisor APIs – you must begin using the following link instead of any previously provided links — https://ecs-apps.voip.evolveip.net/Api
Why Update?
- New Features and Functionality
- Bug Fixes
What are the new features and functionality?
- Extensive Agent and Supervisor API commands enabling third party software developers to tightly integrate their applications with ECS. The below links will be live after the upgrade.
- API Documentation – https://ecs-apps.voip.evolveip.net/API/Help
- API Sample Page – https://ecs-apps.voip.evolveip.net/API/test.html
- Any agent or supervisor login credentials will work to access the sample page
- The ORG name is embedded in each login username. For example, if your username is “ECS\CUST.BobSmith”, enter CUST as the ORG name on this page.
- It is important to note, that customers currently testing out the new APIs must now use this link — https://ecs-apps.voip.evolveip.net/Api
- Events Subscription enabling third party software developers to consume real-time ECS events.
- The HPBX Extension is now displayed in the Agent directory.
- Supervisors can now cancel a current interaction within the Supervisor Client. When the interaction is cancelled it will show up in reports as a supervisor cancelled interaction.
- When creating a new campaign, the default “Duration for No Answer” is now set to 50 seconds.
- When an agent is currently on Break and receives a call on their HPBX handset, the status of the agent will not change to Back Office, it will remain in its current state.
- The Supervisor Import Contacts feature now allows “excluding invalid timezone” combined with “automatically calculate timezone”
- The correct CallerID will appear in the call recording portal for incoming queued calls.
What are the Bug Fixes?
- At times, the caller did not hear ringback when the call was passed to an external number from the Channel or BP.
- On a second call to the agent after a system restart no notification was played to the agent while the calls was being offered.
- Campaign staffing was displaying as empty after a campaign was activated.
- The Agent’s state was not always updating when closing the Agent application.
- Agent CRM advanced search results were including search elements that did not match with criteria.
- In some instances calls in queue did not honor the overflow threshold, would remain in queue and not exit via the overflow leg.
- In certain situations when a call was offered to an agent and answered via the physical handset, the call would be disconnected upon answering and the Agent application remained in the Offering state.
- When a Power Dialer Campaign was run using the Available Agent mode, it would not functioning as expected
Documentation
Supervisor Quick Reference Guide
- 5.4.14 Release Notes
- Evolve Contact Suite 5.4.13 Release Notes
- Evolve Contact Suite 5.4.12 Release Notes
- Evolve Contact Suite 5.4.11 Release Notes
- Evolve Contact Suite 5.4.10 Release Notes
- Evolve Contact Suite 5.4.9 Release Notes
- Evolve Contact Suite 5.4.8 Release Notes
- Evolve Contact Suite 5.4.7 Release Notes
- Evolve Contact Suite 5.4.6 Release Notes
- Evolve Contact Suite 5.4.5 Release Notes
- Evolve Contact Suite 5.4.4 Release Notes
- Evolve Contact Suite 5.4.3 Release Notes
- Evolve Contact Suite 5.4.2 Release Notes
- Evolve Contact Suite 5.4.1 Release Notes
- Evolve Contact Suite 5.4.0 Release Notes
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