Section | |||
---|---|---|---|
|
...
|
...
|
...
|
Section | |||||||||||||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
|
...
Release Notes
...
Evolve Contact Suite
...
...
...
...
...
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 feature enhancements:
- Additional API methods and Events to support the new Web Agent client and the integration of ECS data into the Contact Center Dashboard.
- The Telephony Sessions within the agent client will now open by default for all telephony interactions. A menu option has been added to allow agents to turn off this feature if desired.
- Three new columns were added to the Agent Monitor within the Supervisor Client
- Interaction State - displays the current status such as Dialing, Offered, Handling, On Hold, etc.
- Remote Party - displays the phone number or email address of the Remote Party.
- Active BP - displays the name of the Business Process associated with the interaction.
- A new Close All Interactions command added to Supervisor which closes all active interactions for the selected Agent.
- The following improvements were made to the Overlay Call Recording Solution:
- Updated the recording file name to <AgentName>-<OriginDID>-D<YYYYMMDD>-T<HHMMSS>-<milliseconds>ms
- Resolved an issue where recordings were showing the incorrect file extension in the metadata file.
- The metadata file will now include the file name only without the file path
This release contains the following reporting enhancements:
- Released a new 2.04 Agent Summary Report that provides a summary of the agent’s activity for the selected interval that includes all the key agent-level metrics.
- Several new fields were added to the 7.03 Report including Transfers, Avg. Hold Time, Avg. Handle Time, and Abandon Rate. A new ‘Show Empty Rows’ parameter will optionally include rows that contain no data.
- A new ‘Daily’ Report Type parameter has been added to the 7.01 and 7.03 reports. This will allow for a daily breakdown of the time period along with weekly and monthly subtotals.
- The Monet WFM feed has been updated:
- to ensure that the Demand field in the Queue data is linked to the order the Demands are assigned to the interaction.
- to exclude outbound internal interactions from the Agent data.
- to improve the accuracy of the Queue data metrics.
- The 1.02 Agent Detailed Alerts Report now includes a new input parameter: Group by Agent
- Several performance improvements were made to increase the speed of selecting report parameters across multiple reports and generating report output (including specific optimizations for the 2.01 report)
- Removed the ‘Use File Share Account’ field from report subscriptions.
This release contains the following fixes:
- The real-time metrics in Supervisor and the Agent Monitor displayed zeros instead of the actual data.
- Pending Callbacks were not offered to Ready Agents.
- The Contacts tab of the Agent client was missing some entries.
- Demand data wasn’t properly populating some reports.
- The Total Login Time on the WFM feed was incorrect.
- The 4.02 report didn’t properly represent Overflow segments.
...
...
...
...
...
...
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.
...
...
...
...
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
...
...
...
...
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.
- 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
...
Report
...
Description of the Change
...
Expand | ||
---|---|---|
| ||
We are excited to announce the Evolve Contact Suite (ECS) v5.1.0 release that includes new capabilities for our customers.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?
Why Update?
What are the new features and functionality?
What are the new Reporting 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 |
Expand | ||
---|---|---|
| ||
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 |
...
title | Evolve Contact Suite October 2018 Release |
---|
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
...