Reporting
General
Updated text on reports. Changed agent data usage answer to say 'answer machines' instead of calls for AGAM exceptions. Outcome data usage changed so waste calls says 'Burned' or 'Over Exception'.
Fix for total time going over 24 hours. The display in the UI would only show hours so when the time went over 1 day it reset the total hours to 0 instead of showing 24.
Occupancy History now inserted when user logs in. This will resolve issues where agents would have more time in history than in occupancy.
Occupancy History Call Server crash. If call server crashes, occupancy history will be fixed so that it does not impact reports.
Agent Attendance
Fix for the average summary row. Report was displaying incorrect values in the summary row.
Fix for first log in time. When a user logged in to an inbound campaign and took an inbound call their first log in time was incorrect.
Agent Status Report
7 New Agent Status Report. Agent status report will show a break down of users login/logout/break for selected time period.
Campaign Name Included in the Agent Status Report. Agent Status report now has the ability to group users by the Campaign they logged into, the original view is still accessible via the document map on the left side of the report viewer.
Agent Sales Performance
Fix for team average. Grouping in the report has been fixed as it was filtering the team by user therefore displaying the total as the average.
Stats Daily Inbound
Fix for stats daily inbound function. Grouping was incorrect after removing commas from agent names in reports.
Occupancy
Break down other time now goes from DB column. Break down of occupancy report previously still doing the inline calculation for other time.
Fix for null entries in occupancy report. Invalid column being used (man hours).
Time in 'other campaigns' are no longer included when calculating other time. This will prevent high values in 'other time' when users are taking calls from campaigns they are not logged into.
Manage callback time now included in total time. Previously, Manage callback time wasn't calculated correctly so wasn't included in total time which was throwing off percentages.
Stats Stage History
Manage callback time added to stats stage history. Function updated to copy this value.
Stats Daily Averages
Removed 'not null' from manage callback time. This was causing stats updates to break.
Custom Reports
History added to custom reports table. History table can now be joined to the lead table for custom reports.
Download button added into custom report viewer page.
Fix for custom report audit.
Daily Summary
Fix for Successes Per Hour. Calculation updated.
Fix for issue with total agent log on time. Across all campaigns this was greater than the total time logged in to the system, has now been rectified.
Supplier Summary
Total Cost Per Lead Fix. Decimal was being converted to an integer and rounding down.
Break Report
Active Time added to break report. We will also include campaigns marked as active in the active time for this report.
7 Fix for totals incorrect in break report. The total rows for time in break were not correctly adding up to the values on the summary row.
Occupancy Agent Detail Report
New Occupancy Report added to product. Report which shows all users log in time, which is then broken down by campaign.
Result Code Report
Status Grouping removed from report. Result Codes were previously grouped by status and an expander used to show result codes under the status, this has been removed.
Wording update, previously said "Campaign Avg" now changed to "Average Per User". Wording now matches the stat description.
Team Data Usage
Consistency fix between team data usage and daily summary for # calls to successes. In the data usage report we now show the total number of calls and highlight in red to match daily summary.
Schedules
Fix for running reports for 3 month date range. Previously, this did not return correct results. Changes applied to get correct date ranges and unit tests updated.
Better logging when reports fail to send. An issue came up where logs seemed to show an email of a report going out successfully but the customer did not receive the report.
Core Components
General
Fix for double hold issue. Log analysis revealed that a call was put on hold twice potentially during a transfer.
Recording Length Fix For Preview & Manual Calls. We were creating the Recording Start time when we created the call, not when the recording was started.
Send P-Asserted Identity when settings are saved. Call Server will now update P-Asserted Identity without needing a restart.
Fix for final records being dialled. When disposing of an inbound call an inbound result code won't be allowed to override a call currently in progress with an agent. When call is hung up in IVR upon customer calling back in, if another call is currently active with an agent i.e. wrap, the agents result code will override the inbound result code.
Primary keys added to reports tables. Certain stats tables were missing primary keys, these have since been added.
Performance Improvements. No longer delete from stats stage history, clean up of stats table\s, stats hourly & daily averages changed.
IVR
IVR campaigns not dialling even though leads are eligible. Calls which were transferred to agents on another campaign would not be correctly removed from the buffer preventing alternate numbers from being dialled.
Track manage callback time in history. Manage callback time was not being populated in the history table causing it to be missing from some reports.
Added resilience to avoid IVR looping. Certain IVR elements were causing the process to become unresponsive when configured a specific way.
Agents not being put back into outbound queue when timeout and answer happens at the same time. Once a call has been answered it is no longer allowed to timeout in a Queue element.
API Imports - Post Import Actions
When doing an API Import you will now be able to do List Manager tasks following the import completion, these can be set up in the import API mapping page.
Lead Management API
Bulk import leads can now map to the CLI column on the lead. Feature & Permissions need to be enabled for the import API user.
Reactivate Lead via API no longer reactivates DNC's by default. Users will have to explicitly pass a parameter which will be audited.
Lead API
Added ability to update reference ID on lead. Lead Web API changed to allow the lead reference to be updated.
Ability to find single lead by reference ID. Lead Services API can be used during an IVR routine to look up a record.
Permissions -Lead API
New Granular Permissions Added. API permissions now available for the Lead API project. Access to Lead, Access to Lead Phone & Access to Customer Tables. There permissions are located on the permission page under API Permissions.
Skills Routing
Fix for calls not going to longest waiting agent. Scores for agents waiting were not being increased when no calls were in queue.
Recordings
Fix for preview calls not containing the agent name in file path. User name is now included in the file path and the user is correctly associated to the user generated calls.
Recalls
New Result Code to not update the recall date time of the lead. See GUIDE for more information.
Scripting
Better exception handling in scripting. Exception handling added to certain classes in scripting to prevent the occurrence of errors in Event Viewer.
Email Templates
SMS Templates. New providers for SMS integration added to MaxContact. See GUIDE for more info.
Manager Portal
General
Fix for occasional blank screens loading. There has been an issue when customers were redirected to the error page they would see a blank screen. We now correctly show the error page instead of showing a blank screen.
Redirect to pages not working on log in. Now, if you navigate to a Manager Portal page but you aren't authenticated you will be redirected to the log in page, once logged in you will be re-directed to your originally requested page.
Auditing
Custom SQL Queries now audited and tracked in the auditing screen.
Auditing page now shows correct table when auditing.
Custom SQL Queries now audited. Specific table created to track changes made to custom reports.
Campaign Manager
Fix for length of the list name on campaign management screen/widget. The list name was being cut off even though there was plenty of space to display the list name.
Breaks
Break page now includes options to include active time. When selected, the break report will highlight the row and include the agents active time.
Blended Algorithm
Enabling Blended Algorithm via Campaign Management. Blended can now be enabled from the campaign management screen for predictive campaigns.
Auto change Predictive to Progressive dialling. A new feature to set the number of agents where the dialler will automatically change to progressive dialling and when the agents log back in change back to predictive.
Inbound Blacklist.
Fix for Inbound Blacklist page. Page was throwing unhandled exceptions.
Callback Manager
List name now included in callback grid.
Can no longer assign callbacks to inactive users through callback manager.
Record History
Fix for export by recording length. When using the export functionality, the filters for recording length were not being honoured.
Fix for record history page constantly refreshing if the user did not have permission to Recording Playback. The system no longer tries to load the audio file in Record History if the user does not have permission to listen to recordings
Web Agent
Fix for Favourite Result Codes. Favourite result code were only working when set to certain statuses, these have now been extended to include further relevant statuses e.g. Answer Machines.
Fix for recalling a number on the DNC list. If an agent used the recall result code but the number they recalled was on the DNC list the agent would get stuck with a spinner and need to be reset.
Fix for dashboard flickering when agent logs in. Default web agent dashboard will show for agents if not logged in to campaign (if published). Then campaign & Role dashboard will show when logged in (if published), next campaign dashboard will show when logged in (if published). then finally default web agent dashboard (if published).
New feature to allow agents to do assisted DTMF payments. PCI-DSS Agent Safepay Portal.
Users no longer able to transfer to inactive skill. Users were previously able to transfer to an ACD Queue which has been made inactive.
Fix for Skipping Preview. If the result code SKIPPED is disabled, an agent would not be able to skip a preview record and an error would be thrown.
Additional filtering added for post call actions. Post call action removed from previewing status, appropriate result codes displayed for ringing and talking status e.g. No Answer, Busy & Bad Number displayed when ringing. Person, Answer Machine, Callback, Wrong Number, Irate displayed when talking.
Playback
Fix for incorrect data being loaded in playback page. Spinner has been added to the left hand panel to show that data is being loaded.
New Feature ability to play recordings from blob. As part of the project to move recordings to cheaper blob storage we need to be able to play them back via the playback & record history pages.
Inbound
Fix for tags not saving on new inbound numbers. When creating a new DNIS, tags will now correctly save without having to add again.
Result Codes
Result code page not working when all result codes are inactive. The page tries to select the first active result code in the editor, this has been rectified.
Dashboards
General
Fix for agent statuses not matching between widgets. User Status Widget would show an incorrect count of users in specific statuses as they were not broadcast to the UI.
Fix for custom scrollbar scrolling both the page and the widget scroll. The custom scrollbar component has now been upgraded.
Inbound Tiles widget not displaying content correctly. Fixed to correctly show the label for the stat displayed.
BI Widget
Fixes for formatting issues. Grid widget would not fit correctly to the widget size.
Widget Fix. Other column added for excluded result codes in result code widget
Widget Fix. Show the description instead of the result code on the result code widget.
Result Code Widget
Result Code Tile selected result code fix. Changing the result code didn't immediately save the new selected result code and the user sometimes had to save twice.
Wallboards
Fix for wallboard full screen issue. Wallboards would not work correctly when using F11 to full screen.
Fix for wallboard alerting. Stat values were being incorrectly being divided which meant alerts were not working for some stats.
Max Folder Scanner
A new application which looks for CSV files in a supplied folder and uploads them to our API has been developed and tested.
PCI-DSS Agent SafePay Portal
Fixes for publishing payment portal to Azure. Payment portal now hosted in Azure.
Recording Splitter
Implementation of Recording Splitter. Allows you to create a copy of a section of a call in progress (agent controlled) to be used for external verification procedures.
Importing
Validation
Fix for Max Length on 'add leading 0'. Max length validation was being applied before the leading 0 was added, this has now been rectified.
Ad hoc import validation fix. Validation on imports was preventing from continuing to the summary tab when doing ad-hoc imports.
Importing with secondary mapping enabled but not mapping any fields caused the import to throw an exception. The import now handles this scenario and the import will complete.
Custom Data
Fix for date times only working when provided in US date format. Servers are configured with a locale of US which is preventing customers importing UK dates. Extra steps have now been added to always try and use UK date if possible.
