New Features

*Add CLI to Text To Speech. Caller ID can now be used in Text-2-Speech elements on IVRs. By adding the fillpoint {{call.callerid}} to the text to speech element, the system will read back the customers number as part of the message. E.g. 'Thank you for calling. The number you called on is {{call.callerid}}, this is the number we will call you back on.'

*Dashboards & Wallboards - CTU Widget Resizing. The CTU Widget can now be resized and displayed in a grid format, rather than just a list.

*New Agent Inbound Report. This report gives you information pertaining to each inbound skill queue, displaying call, success and productivity statistics for each agent within each skill queue.

*New Drop Rate report. New report which shows historical drop rates for previous days. We have created a single report to review drop calls on a campaign basis, day by day with an average over the time period.  The report also provides all the variables needed in the OFCOM drop call calculation.

*Minimum Ring Time for Preview Calls. New option added to CTI plan for minimum ring time on manual dial, preview and callback calls. This has been added to stop agents closing manual dial, preview and callback calls off early to comply with OFCOM's 15 second minimum ring time rule.

*Auto focus for agents when in wrap and not ready. New option added to Queues tiles within Web Agent to trigger a chrome plugin notification to force the browser to the front of the screen. Some users only go ready for calls when there is a call in queue as part of their process and won't necessarily have the Web Agent visible on screen at all times as they may be working on other things. Previously this would mean they may miss an alert. By adding an extension to chrome and enabling the new feature on the widget, the Web Agent browser window will automatically be brought forward with each alert. Please see the guide for further information.

New statistic added to Stats Widget and Configurable Grids. 'Managing Callback Time' & 'Managing Callback Time %' have been added to dashboard Live Stats and Configurable Grids for Campaigns, Teams & Users.

Record history recording download option. A button to download call recordings has been added to the record history dialog box (can be removed via permissions where required).

Changes to Features

Invalid numbers on Campaign Caller ID. Validation has now been added to CTU, specifically the Campaign Caller ID input box, to stop users accidentally adding letters rather than numbers to the field.

Custom Report Builder UI change. Time fields now display in HH:MM:SS format in custom reports.

Report Viewer and themes. Report viewer UI has been improved to display better when selecting one of the themes other than the default.

Default password validation change. Min length of password changed to 6 even when no plan is used.

Validation - Queue Admin. Validation for users entering text into numeric fields has been added to this page.

Scripting CSS. CSS editor in scripting has been upgraded, users should now be able to apply custom CSS to a page.

Inbound Numbers UI. Removed an issue where a visible white line (using the 'blue' theme) was showing on the inbound numbers page.

Omnichannel Skills Stats. Previously, some Omnichannel skills stats were displaying duplicate figures. This has now been resolved.

Result Code 'quick actions'. Some favourite result codes were previously not displaying in certain statuses such as Callbacks.

Missing and duplicate SMTP settings/fields. New option added to SMTP settings for a 'from' address, previously we were always using the email username of the account. This enables you to control the brand name you want to present when sending emails from the system.

Dashboard and widget quirk. Some users were experiencing issues with dashboard widgets whilst  working in FireFox. The UI has been improved to combat this.

Skills Page CTU link. The link to the CTU page from the Skills page was previously not working when clicking the link, this has been rectified.

Access to breaks. Permissions for breaks have been changed to allow all breaks to be visible as previously, the breaks page displayed nothing in certain circumstances relating to permissions. 

Homepage dashboard view. Accuracy of displaying dashboards based on roles and permissions has been improved.

Infinite loading spinner in Dashboard Designer. Issue resolved where some users would get stuck  loading dashboards from the designer.

Dispositions. Resolved an issue where agents were unable to disposition some virtual queue & IVR calls.

Reporting

Changes;

Agent Attendance. Added column for Man Hours + Active Break. The report details these figures separately but we have added a combined column should you use this for your outsourcers who use these values for billiable hours to clients. 

TIP - Active breaks can be used for other reasons such as classing training or coaching as productive man hours rather than a break, giving you a better representation of productivity for your agents.

Agent Data Usage Weekly. Changed the format of columns from decimal to whole number for the first three columns.

Agent Status Report. Change to column title from ‘Login Time Total’ to ‘Man Hours Total’.

Break Report. 'Average total break per day' changed to be 'per user' rather than across teams. 'Avg total break time per day' has been changed to 'Avg total break time per user' in the top half of the report for clarity.

Campaign Performance Weekly Productivity. Change to the format of columns from decimal to whole number for the first three columns. Corrected calculation of productive rate.

Campaign Stats Report. Renamed this report to Daily Stats Report.

Daily Summary. Team grouping option removed. 'Active time' changed to 'Man Hours'. 

Inbound Report. Name changed to 'Inbound Overview'.

Outcome Data Usage. The following columns were removed - 'Time waste calls' and 'Avg time waste time'. Changed the first column name from 'Campaign/Team' to 'Campaign'.

Success Per Hour. Calculation of the column 'Person to success' has been changed to include number of inbound calls.

Improvements;

Agent Data Usage Weekly. The report will now show the number of calls when there are no successes at the time of running the report.

Agent Sales Performance Weekly Report. Previously, the report was showing Contacts and DMC's combined in the DMC column. Parameter formatting has been improved and we have resolved an issue with the 'Team Average Row' calculating incorrectly.

Agent Success Performance Weekly. Number of person to success target parameter has been added. Also, the calculation of 'person to success' column has been improved and we've corrected the team average row calculations.

Break Report. Avg total break time per user, per day calculation is now more accurate.

Campaign Success Performance weekly. Previously, the productive rate was being incorrectly calculated. This has now been amended.

Daily Summary. The display of certain columns has been improved. We have changed the 'Calls to Success' calculation, fixing a division error.

Inbound IntraDay Report;

• Avg Queue time per call now calculated by dividing queue time by number of offered calls.


• '# Of Offered Calls To Success' and '# Of Answered Calls To Success' columns have been added to the report.


• Removal of Max agent, Time Out, and Average Time Per Day from report.


• Removal of the overview averages from top of report.


• The Column description have been changed for 'Max Abandon Time' to 'The max abandoned time of all offered calls' and 'Avg Handle time' to 'Handle time divided by answered calls'.


• Change to the format of columns from decimal to whole number.


• The Column description has been changed for 'Avg Abandon Time' to 'Avg Abandon Time per abandoned call'.


• Change from dividing abandoned time by offered calls to dividing abandoned time to by number of abandoned calls.

List Report. DMC Column showing was sometimes blank results. The conversion rate has been corrected to 'success divided by (contact+dmc)'.

Success Per Day. Parameter formatting in the UI has been improved.

Team data usage. 'Number of Persons to success' column calculation is now connect + inbound calls and 'Person to Success' average row calculation to go off (connect+inbound)/success.

* New additions are currently in the Beta phase of production. You may see the following icon for areas containing these features/changes within the product;