New Features

[FR]*Operator Alert Threshold. New feature which will allows you to be alerted if a configurable percentage of calls made over a campaign are being flagged as an 'operator'. This will allow you to take action in the event of a network carrier such as O2, Vodafone, BT etc. having issues or simply a mistake during import such as missing a leading zero on a phone number.  >>GUIDE<<

Manager Portal/Admin

Report Viewer. A permission issue was identified when trying to run reports on report viewer. Previously, users needed both report scheduler & report viewer access to run reports in the portal. This has now been changed so users can still run reports.

CTU Image Uploads. When uploading images we now allow higher resolutions up to 1024x1024 to maintain the quality of the image.

Script Radio Options. We have added performance and UI updates to the 'Radio Options' block within scripts, as previously, the block wasn't matching the preview size once published. 

General Script Display Issue. Some users reported the disappearance of some fields n script manager under certain circumstances. We have made UI changes to resolve this issue.

Campaign Management UI. We have made some changes to the UI of this page to improve descriptions of certain areas.

Manager Portal/BI

Permissions & Dashboards. We have added updates to permissions for Dashboard Designer and access permissions to certain published dashboard areas.

Campaign Management. Performance improvements have been added for loading a dashboard.

Dashboard Designer Free text widget, text sizes. Some users experienced text size options missing & others sizes were duplicated. The performance and UI of this widget has been improved to resolve this.

Discrepancy with Break Timer. Web Agent vs Break Table grid. Performance, accuracy and synchronisation improvements have been added to prevent discrepancies going forward.

Discrepancy with Result Code tile and Record History. We have improved this function so users will not see this discrepancy again.

Max Queue Time Widget. There was a duplicate name issue for the Max Wait Time stat. This has been updated so there are two separate stats; 'Max Wait Time (Day)' & 'Max Wait Time (Live)'.

Manager Portal/Data

List Manager. Performance improvements added to solve an issue where certain filter criteria was behaving incorrectly.

Manager Portal/Quality

Coach Manager. Performance improvements for Coach Manager added.

Manager Portal/Reporting

All Reports. We now only return active Campaign, Teams, Lists & Users information in report filters.

All Reports. Reports will no longer 'auto run' on selection to speed up parameter option loading.

[FR] Add campaign name to report for hourly success performance. Campaign grouping added to hourly success performance report. 

Log Out via Reporting Section. Some users reported being unable to log out of the system from the reports page. This issue has been rectified with this update.

Report Viewer and Internet Explorer. Previously using Internet Explorer to access the Report Viewer resulted in missing parameters. We have upgraded the functionality of this section to resolve the issue.

Improved API Request. Performance improvements have been added to API requests.

Skills stats. We have added stats for SLA, Abandoned & Below threshold so reports now match dashboard Skills widgets.

Date formatting for some reports displaying incorrectly. Reports will now always take their formatting from the locale they are in.

Agent Inbound Report description. UI fix for description of the report.

Inbound Overview Report - Avg abandoned per call column calculation. Avg abandon per call was going off answered rather than offered, this has been changed.

Break Report Calculation Row. We have added a calculation row to this report.

Daily Summary Weighted Averages. We have added a row showing weighted averages to this report.

Manager Portal/Web Agent

Web Agent Scripting Navigation. When using the 'Back' button at top left of script on a call, the confirmation of using the back button was displaying behind the Web Agent. We have changed the way this presents to resolve the issue.

Leads with Callbacks assigned continuing to be eligible. This was caused by agents dispositioning calls as callbacks, before the alternate lead phones had been loaded. We have put measures in place to stop the leads being eligible if a callback has been assigned to any of the leads phone numbers.

Callback UI Issue. Some users reported a UI issue when selecting a callback date via a script. We have improved the UI for this.

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

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