We are excited to announce the Evolve Contact Suite (ECS) v2024.10.0.76 release will be available on November 3, 2024
Customer Notification
ECS will deprecate API v1 by EOY 2024. Make sure you are implementing V2 using this URL https://ecs-api.voip.evolveip.net/API/v2/<XXX>
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 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 Interaction details screen
eAgent - UI enhancement enabling fitting warm transfer button on long URI's like BroadSoft hunt group URI
eAgent CHAT - Agent download of chat transcript
Agents now have the ability to download Chat transcripts that they participate in for storage in CRM or other business systems.
eSupervisor -
Added Current Interaction widget. It presents a list of all interactions currently being handled in the call center across all BP's. Note that this a new widget and will evolve in the next releases.
Supervised Agents card - UI enhancements around column size and scrolling
ECS Setup
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 in order 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 and 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 - Removed milliseconds from time
eWallboard
eWallboard - Agent States card will now display a list of agents with their current state
Reporting
Reports - Custom reports folder name was changes to org abbreviation
Reports historical data - system will now save historical data during long database down time
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 - Supervisor cannot import previously exported campaign file
eSupervisor cannot open the Contacts panel