Release notes 4.3.0

Training Team

Modified on: Wed, 10 Nov, 2021 at 12:33 PM

The 4.3.0 release contains one new feature as well as some updates to the UI and a new version of our folder scanner. As well as these, the usual minor fixes and enhancements have been implemented to ensure the system continues to evolve.

New Feature

[FR] *Agent instant messaging. New feature that allows roles with access to the coaching page, the ability to send a message(s) to an agent or a select group of filtered agents. See the following guide on this feature here.

To aid communication between admin and agents, we have added this feature to allow a member of staff, such as a team leader, to direct message an agent whilst they are using the system. The agent can see the messages at any time but cannot respond as this would distract from their task at hand.

Product Updates

Updated UI for the Address Book and DNC pages. Page layouts and UI updated for a more user friendly experience. See the updated guide for the address book and the DNC page.

CSV Folder scanner. A new version of the folder scanner has been created with more performance improvements for uploading large files. See this guide for the latest version.

Product Enhancements

Manager portal/Admin

CTU images. An intermittant error was spotted where certain large images added via the CTU page were causing errors. We have placed a 125kb limit on image sizes here. If the image exceeds this, the default image will display.

Callback manager. The ability to sort agents by name has been improved by ensuring ordering is done alphabetically. Previously, agents were sorted by user ID.

Manager portal/BI

Dashboards. CTU list wasn't updating the correct status of filtered agents, this has now been resolved.

Wallboards. Some users reported an issue where inbound calls were not been cleared down to 0 after daily restart. We have implemented a fix for this so it wont reoccur.

Manager portal/Quality

Monitoring role could not access options when nailing up via WebRTC. Users with the WebAgent permission deselected could not nail-up with WebRTC to coach or monitor agents, this has now been rectified so the WebRTC access is no longer tied to the Webagent permission.

Manager portal/Reporting

Performance enhancements. The following reports have been upgraded to improve their general performance; Daily Stats report, Outcome Report and the Campaign Success Performance Weekly reports.

As well as the highlighted areas above, there have also been various minor quality-of-life improvements and software stability fixes added to the product.

[FR] - This new feature/change has been added as a direct result of customer feature requests.

* 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.