We are excited to announce the Evolve Contact Suite (ECS) v2024.10.0.76 release will be available on November 3, 2024
Enhancements
- Callbacks - Enhanced the logic in the Queue Callback feature to store the caller's phone number before we record the audio.
It is now possible to create a leave number (Callback) flow by first making sure the callback number is stored using the Leave Number activity, and then the Callback ID audio is recorded using the Voice Recorder activity and attached to the scheduled callback. This improves the initial flow (which required to first store the audio callback ID and then schedule the callback) by always capturing the callback number regardless of callers hanging up the call right after placing the audio callback ID. - eAgent Interaction Details - New Interaction Details feature shows agents important call information at a glance.
eAgent Interaction offer screen and Interaction handling screen were enhanced with a new section named Interaction Details. This allows populating Interaction Variables during Channel/BP flows or via REST API to the external endpoint and then present the variables within the new eAgent Interaction Details screen. The fields to display are configured in the SETUP using Interaction Detail display templates - eAgent - can now display and edit custom value sets fields on the Interaction details screen
- eAgent - UI enhancement enabling fitting warm transfer button on long URIs like BroadSoft hunt group URI.
- eAgent - Added option to download chat transcript.
- eAgent CHAT - Agents now can download Chat transcripts from which they participate for storage in CRM or other business systems.
- eSupervisor - Added Current Interaction widget.
A new Current Interaction widget was added. It presents a list of all interactions currently being handled in the call center across all BP's. Note that this new widget is still in development and will evolve in the next releases. - eSupervisor - Supervised Agents card - UI enhancements around column size and scrolling
- SETUP - Add Timespan, Boolean, Value-Set to external TTS playback property type.
- SETUP - Interaction variables edit view enhancements.
- SETUP - Add identity name to reverted version (customers can now see more information in the History when ECS is reverted to a prior version).
- SETUP - UI enhancements to Edit Schedules.
- SETUP - API Integration enhancement.
Trigger API on interaction start was improved to populate Variables (Interaction, Contact, Global) using REST API as soon as an interaction starts specifically manual outbound calls so that information about the destination can be pulled out from an external party using API based on destination caller id and populated so that agents can view the data on the call offer screen. - SETUP - Delegate Abandoned Interactions Email - Remove milliseconds from time.
- eWallboard - Agent States card will now display a list of agents with their current state.
- Reports - The custom reports folder name was changed to org abbreviation.
- Reports Historical Data - The system will now save historical data during long database downtime.
Bug Fixes
- Supervisor - Campaign Monitor - KPI "% Abandoned in shift" was not reset during BP reset shift.
- SETUP - Global variable - failed to play a global variable-based prompt.
- SETUP - Remove Drag & Drop from Deployment > Configuration Versions.
- Supervisor - The supervisor cannot import previously exported campaign file.
- eSupervisor cannot open the Contacts panel.
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 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.
- For more details about the steps, each customer can take after the release, see the Post-Release Testing.