*Agent Created Email Interaction. Agents now have the ability to create email interactions without the need for them to be responses. When logged into an interaction campaign, the agent can select this option from the 'Requests' options.
*Transfer Interaction to Non-Address Book Entry. Agents can now transfer emails to entries which aren't in the address book (allows them to manually enter an email to transfer to). This is a permissionable option so can be switched on or off where required.
*Message When Transferring Interaction. Agents can now add a message to interaction transfers when made to the address book or third parties.
Agent Proxy Load Times & Performance. Improved load times and performance including better handling of 'unroute-able' tickets.
Missing Version Number. Fixed an issue where version number was displaying as 0.0.0.0.
Imports - Incorrectly adding leading 0 to email address in Call Info. Fixed an issue when importing emails and putting 'add leading 0' would append to the call info for the lead.
Listing by tags on inbound number mapping causing numbers to disappear. Removed the ability to sort by tags as this would stop the page working.
Campaign Manager UI Improvement. Better alignment of the alert fields in Campaign Management widget implemented.
CTU UI Improvement. Fixed incorrect positioning of items on page. Adding new user UI issue fixed also.
Result codes UI Fixes. Fix implemented and issue resolved.
Plans UI issues. Fix implemented for colour issues with themes.
Queue Admin. General improvements to the UI including a new drop down for filtering entities.
Ping call type removal. Ping type now not a default option on campaigns (can still be enabled if required).
Report Scheduler UI Issue. Fixed an issue where the heading on report scheduler wasn't displaying correctly.
Custom Report Viewer images. Images for custom reports were displaying incorrectly. Fix applied and issue resolved.
Custom Report Builder. Fields such as Campaign, Team, List, User & Queue Name have been added to the custom report builder.
Manual Dial Issue. Users were unable to place a manual dial whilst in the talking state. Fix applied and issue resolved.
Call Transfer Issue. Users were unable to transfer calls in a specific set of circumstances. Fix applied and issue resolved.
Card Function Digit Limit. When validating credit card numbers, if the digits never met a valid luhn check, the cursor would not auto move. Fix implemented and issue resolved.
Error When Viewing Emails In Certain Circumstances. Fix implemented and issue resolved.
Inactive Breaks Available To Select. Users can no longer select inactive breaks when requesting a break.
Web Agent Screen Popup Issue. UI Improvement upon login implemented.
Scripts Wouldn't Load Into Iframes. Fix implemented and issue resolved.
Callback & Hangup Script UI Issue. Issue where agents were unable to set callbacks due to a UI issue. Fix implemented and issue resolved.
Transfer Interaction. UI Improvements to the transfer panel for interactions.
Inbound Calls failing to connect to Interaction campaign after initial call. Fixed an issue where inbound calls were not being routed correctly when agents were on certain interaction types.
Manager Portal/Admin
Blended check box renamed 'Undroppable'. CTU label has been updated.
Recording playback and exceptions. Wrap time has been added to the playback page so that exceptions have more meaning.
Emergency DNIS permissions issue. Users no longer need both Inbound Numbers Permission and Emergency DNIS permission to make changes.
Emergency Routes causes hidden DNIS entries. Clicking the 'enable emergency route' whilst editing an emergency route caused the entry to disappear. Dialog now pops up notifying the user they are currently editing.
CTU display issue. If the first campaign alphabetically in the list did not have an active team associated, the page would not work correctly.
Play/Recording on IVR hidden behind Wav Selection. Ensures the IVR player is not hidden behind the files dialog.
Inbound blacklist error when attempting to save. Fix for the data type so that we can have nullable dates in the DB.
Default Values Secure Capture Digits. Improvements to the default values for the properties of this element e.g. Card Number.
Plan Name validation. Fix for validation on plan names in 'Result Code Admin'.
Callback manager issue. The postpone value field now only allows numbers to be added as inputting text caused an endless spinner.
Manager Portal/Dashboards
Dashboard & Wallboard widget customisation. Individual widgets can now be customised to any colour required.
Campaign Management resize does not allow additional resize. Fix implemented and issue resolved.
Publishing a cloned dashboard caused an error, becoming stuck in a loading state. Fix applied to an issue when publishing a dashboard, would cause a flickering spinner on the Web Agent.
Skills Stats Fixes. New stats & changes to ensure stats always add up to 100% e.g. 5 Abandoned Below Threshold, 20 Abandoned Below SLA, 25 Abandoned Above SLA, 25 Answered Below SLA and 25 Answered Above SLA should equal 100 and the percentages should match.
Rename Stats Skills Widget. Names of the stats in the skills widget have been renamed e.g. '% Queue Abandoned' is now 'Abandoned %', 'Total Calls' is now 'Offered'.
Grid sorting order. Updated dashboard grid stats and column ordering.
Max Queue time following across skill groups in Dashboard. When transferring to multiple queues, the Max Queue Time would follow the call across different queues.
Name required validation in Dashboard obscures page name. UI improved so the validation does not overlap.
New Wallboard Queue Statistic. New statistic for Skills Widget for Highest Wait Time, which is the highest wait time for today.
Grid widget breaks upon clicking of 'Actions' Header. Fix implemented and issue resolved.
Manager Portal/Data Management
Lead Search and Edit, search button issues. Fix for issue in latest version of Chrome where the button moves on hover.
Lead Search and Edit spinner addition. When deleting a lead, the screen now displays a spinner.
API mapping page slow when large amount of templates used for splitting data. Performance improvements when there are large numbers of lists.
Unable to complete rollback issue. An issue was found where users were unable to rollback imports, this has been resolved.
Record History Page Performance. Improved loading speed.
Issue with True/False values in Tables/Lead Search and Edit. Fix implemented and issue resolved.
Manager Portal/Reports
Infinite Spinner and Console Error when attempting to create System/Custom Report Schedules. If no custom or system reports have been created and a user pressed the create new schedule button this would cause and infinite spinner.
Issue with Report Scheduler parameters. Report parameters were not being displayed until the user cleared the cache.
Report Schedule Options. Ability to clone report schedules added, better defaults when creating a report schedule.
Formatting with reports and viewer. UI fixes when viewing the reports.
Cloning report schedule console error and infinite spinner. When pressing the clone button on certain reports, the UI would be stuck on an infinite spinner. This has now been resolved.
Report Scheduling. Inbound IntraDay report would not send if 'All' was selected.
Custom and System Report export causes infinite spinner and console error. Fix added to resolve this.
Custom and System Reports toast error when attempting schedule. Better checks in the report schedule parameters.
Trying to change 'Date Field Filter' doesn't work. Fix implemented and issue resolved.
Campaign Stats Report. The stat has been renamed and given an appropriate description.
Web Agent
Searching using reference - Not matching due to space. Agents can now search for reference numbers which include a space.
Post call action duplicate (inactive) arrow. Fix for UI duplicate arrow on post call actions.
Can add card details to payment with negative values. Better validation on numeric inputs added.
Missing post call actions icons. Icon added back in to the Agent UI.
Cancelling nail up after a break issue. We now keep track of the last break ID in live data so that we can display this in the dashboards when an agent cancels nail up.
Anonymous calls not saving phone numbers when creating a new lead. Phone number for scripting in the view for 'create new lead' is now correctly bound and sent to the server when creating a new lead.
Message Templating
Email template/script email unable to parse lead. Search for lead in Email Templating fixed when sending a test email.
Email sent from template stretched image attached. Images no longer stretched in certain email clients. Outlook & Gmail were adjusting our images so they no longer matched the template.
Reporting
Agent data usage - calculation row incorrect. Update to the wording of the calculation row.
Report Viewer. Redesign of the report viewer, parameters now sit at the top of the screen.
Auto Run Reports Disabled. Reports will no longer try and run when the user first goes to the page, this improves performance by not making an initial, potentially invalid, request.
Inbound is a connect. Inbound can now be a connect and there is a checkbox in application configuration to enable this.
Calls To Success. If there are no successes the column shows the number of calls rather than 0.
Standardise Conditional Formatting. Red if no sale has been made, Purple if a sale has been made, Green if above target.
Sales To Success. Sales have been renamed to Success.
Agent Attendance Report. Header 'Stats Time' now changed to 'Agent Name'.
Agent Attendance Fixes. Added Break Time, Active Breaks, Productive Time, selecting a campaign it will show users stats for that campaign not all.
Agent Attendance Report - Incorrect login time. Fix for an issue in the report for 'First Log In' & 'Last Log out'.
Agent Attendance Report Error. An issue where a user rejected the nail up call and changed campaign when logging in, causing occupancy history to be created for the old campaign and not closed off.
Agent Data Usage. Number of 'Calls to Success' changed to 'Persons to Success'.
Agent Data Usage & Agent Performance. Productivity added to the report, better description on burned, AgAm above upper exception removed & Conversion rate added to agent data usage.
Agent Status Fixes. Now only has one view which is grouped by campaign, campaign parameter removed. Previously limited to 100 rows. Grey box at bottom of report has been removed.
Break Report Fixes. 'Average Total Break Per Day' changed to 'Average Total Break Per User Per Day' & 'Man Hours inc Break' wording changed to 'Man Hours inc Active Break'.
Call Result Code Fixes. Added sorting, result codes now ordered descending rather than ascending.
Campaign Sales Fixes. '# of persons avg per day' calculation fixed.
Daily Summary Fixes. 'Person %' fixed, clicking collapse no longer re-runs the report, Final header changed to 'Outcomes', 'Active Time' & 'Active Break' included in report, 'Average Per Day SPD' now correct.
Daily Summary Request. Sort by name added to daily summary report.
Date format bug within custom report builder. This was due to a server being configured incorrectly which threw out SQL dates.
Feature Request. 'In SLA %' now divided by offered instead of answered.
Hourly Sales Performance Fixes. Productive rate now correct and consistent with other reports '#Calls Per Success' added to the report.
Intraday Report Improvements. 'Sales' changed to 'successes', 'Conversion %' now going off answered. Fix for average abandon time stat. Added summary row, added 'talk time' & 'hold time' stats. Improvements to 'show calculations' as they were previously more like descriptions.
Inbound Report. Fix for 'Max Queue Time'. 'Ready', 'Wrap', 'Handle Time' & 'Avg Queue Time'. Added 'Offered To Success' & 'Answered To Success'.
Inbound overview conversion rate calculation. Conversion rate now calculates based off answered calls rather than offered.
List Report Fixes. Selection now done by list, DMC rate is now correct.
Occupancy Fixes. If a user logs in and doesn’t make a call they now appear in the report. Change to the percentage calculation for 'other time'.
Occupancy Agent Details Fixes. Times from coach campaigns no longer included in occupancy, team filter parameter updated.
Outcome Data Usage Report. Productivity now calculated in 'Outcome Data Usage'.
Supplier Summary Fixes. Icons added in for calendar, 'average adverse' is now correct, 'cost per lead' now working, 'cost per lead success' now is a decimal instead of whole number.
Scripting
Page Recording - Do No Record rule. Fix for scripting "do not record on this page" rule would not work if the call was not currently recording.
Access to scripting tools permission fix. Scripting tool box permission now works properly and labels/tool-tips have been updated.
Slow Loading on Script Manager. Script loading speed has been improved.
Invalid SQL In Scripting. Fix for database error when trying to save the lead when no data had actually been modified.
Cloned email button. JS change to make sure we keep track of the selected template when cloning a send email button in scripting.
2.19 Script Editor - UI Issue. Maximum width in script viewer removed as this was causing an overlap when using the designer at different screen resolutions.
IVRs
System Control Element. New IVR element which can stop, start & pause campaigns as well as enabling emergency routing.
Blackout Element. New IVR element which allows you to set dates to bypass the usual IVR and route to out of hours. E.g. Xmas day, bank holidays etc.
Secure Capture Digit element.. All DTMF digits that go through this element are fully masked throughout the product and in the logs.
Secure Capture Digits & Payment API Request Images. Improvements to the IVR editor images for these elements.
Branching Element Save Issue. Previously you had to save changes twice, as element ID's weren't being correctly linked.
System
DMC% discrepancy on dashboard. Inbound can now be a connect which we can configure if required.
Call server error when attempting to coach user not nailed up. More checks added to make sure that the user has a correct nail up state before the user can be coached or monitored.
Fix for agents being unable to login to campaign. In rare circumstances agents could not log in on first attempt.
Additional logging. More logging added to identify why dialling issues occur.
Database
Stats Updates. Reduction in the amount of temporary tables we create when running stats updates functions.
Tables Missing Primary Keys. Primary key added to stats_agent_status table.
Manager Portal
Tagging UI Issue - Tag saving now more obvious. When tags are assigned, a toast notification is displayed.
Formatting / UI issues in IE. Fixes for pages in IE including CTU & Result Codes.
2.19.2.1 additions
Recording Split History ID not being updated. Fix implemented and issue rectified.
API Compare Element not operating correctly. Fix implemented and issue rectified.
IVR Payment Setup. Secure capture digits were not automatically being picked up by the Payment API element. Fix now in place and issue rectified.
Specific report schedules not setting correctly. When creating a report schedule, we were unable to differentiate between custom & standard reports. Fix implemented and issue rectified.
Dashboard Widget Toolbox Not Working IE. Performance improvements for the dashboard in IE added. In other browsers behaviour remains the same.
Cloning dashboard widgets. Fix for cloning widget implemented and issue rectified.
Agent Performance Weekly Report. Callback conversion has been changed to be a percentage.
Web agent script issue where scripts would not display the type of call the agent was currently on. Fix implemented and issue rectified.
Script Issue in IE. Fix for displaying an Iframe in Internet Explorer implemented and issue rectified.
