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 Events and API methods needed for the ECS-integrated Contact Center Dashboard
This release contains the following fixes: - Additional Events and API methods needed for the ECS-integrated Contact Center Dashboard
This release contains the following reporting fixes and enhancements: - Multiple rejects of an interaction displayed as a single reject (reports 1.05 2.03, 2.04, 3.01, 4.01)
- 3.04 – the exported filename was incorrect
- 2.04
- Update the Average Handle Time calculation
- Updated the logic for Transferred Internal column
- Added Shading to the first section for improved readability
- Corrected issues with several percentage columns (Snapshot section) when the report is filtered by Business Process
- Added the ability to export as CSV
- Added 3 new columns to the Agent Time section: Backoffice, Handle Outgoing, and No Answer (previously included in the Break column)
- 5.05, 7.01, 7.03 - corrected two scenarios where the Overflow calculation was incorrect and impacted other report metrics
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