What Do You Need to Know?
This release contains the following application fixes:
This release also contains the following report updates.
Report | Description of the Change |
---|---|
1.04 | Added an Average Break Time section |
1.04 | Ensured the Break Labels are displayed |
2.01 | Changed how the report displays when an Agent consults another Agent during an interaction. Previously, this would show as 2 interactions. Now, this will show up as a single interaction that includes both segments. |
2.01 | Replaced the Call Time field with a Duration field that displays the entire length of the interaction |
5.05 | Updated the calculation of the Staffed Agent field |
7.01 | Ensured that the Time Slice labels are displayed for an Hourly Interval report |
7.01 | Removed a “Not Defined” section and extra rows |
7.03 | Updated the Calls Queued and Calls Answered calculations in the MTD Summary section |
7.01 & 7.03 | Updated the calculation of the Service Level field |
8.01 | Updated the calculation of the Average Abandon Time, Calls Overflowed, and Transferred Out External fields |
All | Addressed an issue where the Display Language field was empty and uneditable |
All | Corrected the date selection for the Last x Days options in the Period field |
All | Created new Shared Datasets for customers who create Custom Reports using Report Builder |
All | Removed the report name from the spinning wheel displayed when a report is loaded |
All | Corrected the Time Zone calculation when scheduling reports |
All | Added a “This Month” entry to the Period filter and rearranged that list |
1.06 | Updated the calculation of the Occupancy field |
5.05 | Updated the Calls Queued and Calls Abandoned calculations |
7.01 & 7.03 | The Callbacks Requested field now includes Callbacks initiated outside o |