As you know, we are always looking to improve the MaxContact system. To that end, we have a small update mainly covering performance and UI improvements, with the addition of one or two feature requests.

Manager Portal/General

Minor UI Improvements in Manager Portal. We have made several UI improvements to various areas of the Manager Portal including, but not limited to, Queue Admin, Channel Admin, IVR Editor and the Record History page.

Manager Portal/Admin

Audit Page changes and improvements. We have improved the performance of this page.

'Filtered from View message' in Queue Admin. Some users reported that the number of items in the 'filtered from view' message was displaying an incorrect figure intermittently. This will now display correctly.

Channel Admin changes not displaying on Auditing page. Any changes made in Channel Admin are now included in the auditing page.

[FR] SFTP Upload Improvements. There is now a checkbox on the SFTP plans which will enable or disable the creation of any sub-directories when uploading an exported report.

Email template unable to access fields from custom tables. When accessing custom tables in Email Templates, the fields associated to the tables were not being returned in every instance. We have added improvements to stop this from happening.

Missing validation warning when setting plan in use to inactive. When disabling a Calling Time Plan, previously there was no validation warning for Lists the plan was assigned to. We have added this in this update.

Agent Priorities for Chat Interaction. We have added a fix for interactions not going to the correct user in the queue based on priority as occasionally the ordering was incorrect.

Using the new TTS voices causes drops in IVR. Some of the new TTS voices were not working correctly but we have now updated them and they will work as intended going forward.

Manager Portal/BI

Published / Previewed Wallboards sometimes returned an infinite spinner. Some users experienced difficulty publishing wallboards. We have added improvements to this process.

Dashboard: Label change - Conversion rate. Updated label to be DMC instead of RPC, change made to make the Dashboard stats more consistent with other areas of the product.

Skill Tile Abandon Checks and Changes. We have improved how the skill tile makes some calculations.

Abandoned % does not display. We have added improvements to standardise stats for Calls & Interactions, previously it was under Interaction Abandoned %.

Abandoned did not count if an interaction times out. Timeouts are now included in abandoned stats.

Dashboard widgets showing 'waiting' instead of N/A when can't pull stats. Statistics displayed changed to show 'N/A' when the stat is not applied to an Interaction or Call.

Grid widget alert issues. Some users reported issues with grid alerts so we have improved how these perform.

Dashboard Designer. We have added performance improvements for changing statistics within widgets.

Manager Portal/Data

Record Eligibility Penetration Statistic discrepancy. The calculation for the penetration rate in the Record Eligibility page has been improved to be more accurate.

Import API Mapping page becoming slow/unresponsive. Performance improvements have been added to make this page function quicker.

Manager Portal/Reporting

Standard Report Export Name. When reports are exported the name of the file will exactly match the name of the report as previously there were some discrepancies in certain cases.

Missing fields from all data tables. Some users reported an issue with Custom Report builder not showing any custom tables. We have added improvements so this will no longer happen.

Occupancy report. Changes have been made so the report now includes the logged in time for user sessions that are still ongoing at the time the report is run. This is to stop a disparity between call metrics showing a higher combined figure than the man hours/logged in time when the report is run with ongoing user sessions.

Agent Status report. New Campaign grouping added to the Agent Status Report.

Break report. Some users reported this sometimes did not show users having a break time when in fact they did. This has been updated to display correctly.

Manager Portal/Web Agent

Agents Attachments. Agents are now able to upload attachments when responding to interactions and when sending a manual email via the 'create email thread' option of the Web Agent.

Email: Agent attachment progress. Users can not press the send email button whilst the attachment is uploading as previously, some users reported this cancelled the upload.

Web Agent fixes for call transfers on interaction campaign. We have implemented various improvements to the handling of transfers.

Transfer to User Filtering with Tags. Transfer to user filtered by tags has been removed from the product pending further improvement.

Dispositioning issue displaying available result codes. Some users reported being unable to select an outcome when in wrap/dispositioning. We have added improvements to stop this happening in the future.

Warm transfer of calls. Web Agent fixes for call transfers on interaction campaign.

Webchat. We have added improvements to the ordering of assigning agents based on the Queue Admin priorities.

[FR] Transfers & Tagging. Queues can now be filtered by tags on the Web Agent transfer screen.

[FR] Wrap Time Alert. The Web Agent UI will now flash when the agent goes over an allocated wrap time.

Agents in break attributing to queue capacity. Users were being put back into the queue even though they were on break in some circumstances. This issue has been addressed and rectified in this update.

Revenue Interaction Campaigns. Revenue can be added when disposing of an interaction, this can be used as a dashboard stat as well as writing to interaction history for reporting.

Email & Chat: Disposition by script inconsistencies. Some users reported that dispositions on interaction scripts would not dispose of the interaction. We have added improvements to stop this reoccurring.

[FR] Result Code Plans. You can now make a Result Code Plan inactive in the Result Code page.

Other/Web Chat Application

Chat application text alignment. Some users reported the text and button alignment sometimes differed to the usual layout. This especially affected users on the Safari browser. We have added improvements to remedy this issue. 

Chat Transcript Fixes. SMTP settings used, now come from the settings page, a sender email address can now be added to the channel, details of which are shown in the transcript along with improvements to the Agent Name and duration displayed.

Cancel option for Transcript request. New option in the Chat Application for cancelling out of requesting a web chat transcript.

[FR] - This new feature/change has been added as a direct result of a customer feature request(s).