Manager Portal

All

We now have Omni Permissions and Features - this gives you the option to turn off omni all together or turn of chat or turn off email. We have added 3 new feature - omni feature, chat feature, email feature these can be configured in application configuration. These drive all the admin pages, stats that can be shown. Filters pages that are used for both omni and non omni.

Queue Admin

Fix for when creating a new queue and then creating a second, the newer queue retains the previous name. When creating a new queue we use a template model, we was updating the template on creation so that second created queue used these properties.

Live Queues

Fix for live queues to update when a queue is updated. Queue will now be removed live if made inactive, if a queue is renamed the name in queue admin will update without refresh.

Fix for stats within the right panel for a user in live queues.  - SLAAdherance is no longer negative - MessageSentPerMinute instead of interaction per minute - ManHours is formated in H:MM:SS

Fix for empty interaction showing in live queues. If a chat application doesn’t require a reference then live queues would show interaction with no information - if this is the case we now show alias.

Fix for Max Waiting and Max Queue Time not being incremented. Each second we now increment these values if the correct conditions are met.

New Feature to send a user ready on a queue. This is a new feature in live queues to be able to force a user ready on a queue by clicking a button next to their name.

Interaction Thread History

Fix for message from in interaction thread history was showing as blank if there is no reference box in the chat application. We now use the alias supplied in the chat application if the reference is blank.

Record History

Fix for duration on record history being too low. We now include suspended time in duration.

CRC Editor in record history wouldn’t show and you couldn’t update interactions. CRC editor in record history now correctly displays and you can now have the option to change the final result code of an interaction - this updates the message_history and the thread_history.

Web Agent

Fix for web agent notification dialogs not being the correct size. Notification dialogs can now have a width set at time of creation.

Fix for when you change tab part way through writing a message this message would be lost. We now store the currently typing message with the interaction so that when you change tab this message persist for that current tab.

Added the DTMF button back into webagent when on a call. The DTMF button has been removed whilst working on Omni this has been added again.

Queue Button in the webagent has had a redesign. The queue button and currently in queue number has been merged into one button and redesigned.

Fix for recording splitter showing whilst previewing. There is nothing recording when previewing so we shouldn’t have the option to split the recording.

Dashboard

Fix for Estimated Queue Time not showing. We now correctly show Estimated Queue Time stats when filtering stats by interaction.

Auditing

Fix for filtering by type on the audit page. Fix for Generic ID not being correctly set on audit entry resulting in filtering by type not working on the audit page.

CTU

Fix for coach user in quick actions being shown. Correctly show coach quick action.

Result Code Activity Widget

The result code activity widget now includes dispositions from interactions. We now send terminations to call server so that is can process this into result sessions and merge this with call result sessions to send to stats server.

Reports

Fix for error getPercentage(null, null). Make sure that we null check that values so that we don’t supply null but send 0 if we do.

Conditionally show and hide reports depending upon permissions. If the omni feature is turned off we will hide all the omni reports.

Custom Reports

There was no way to clone custom reports, this has now been added. We now have a new button on custom reports to clone the currently selected report - this will save to the DB there and then.

Omni Reports

The omni images for reports where outdated. These have been updated.

Email Channels

We was sending the password for the entered email to the UI as plain text. We no longer send this information to the UI and we now also encrypt this data in the db.

Agent Proxy

Queue SLA

Fix for a thread showing as over QueueSLA when in wrap. We was setting the SLA of a thread to the Queue SLA if it was in wrap.