Release notes 4.3.1

Training Team

Modified on: Wed, 10 Nov, 2021 at 10:17 AM

The 4.3.1 release contains an addition to IVR options for announcing queues and some general improvements to the product.

Product Updates

Queue announcements via IVR. A statistic has been added to the 'get stats' element of IVRs. Working in conjunction with Text-To-Speech, this allows the checking and announcement of queue size within the IVR. See this guide on the feature.

When a customer is on an inbound call, this feature will help by informing them of their position. This could be triggered based on the number of people in the queue and dependant on that number, you could give them options to use the virtual queue instead of having to wait on the phone.

Product Enhancements

Manager portal/Web Agent

Performance. We have added some general performance improvements to the web agent.

Manager portal/Admin

IVR. The 'get stats' element has had some performance upgrades added in line with the new feature mentioned above.

Callback manager. Under certain circumstances, some private callback changed to public still displayed as private. This has been resolved in the update.

Manager portal/BI

Wallboards. Some users reported an issue with the picture widget where it wouldnt display unless you were logged into the portal. This has been rectified in the update.

Dashboards. An inconstistancy with the displayed time has been resolved in this update. Previously, the Average queue time was being displayed in milliseconds rather than seconds.

Manager portal/Quality

Monitoring interactions. We have added some minor performance enhancements to this new feature added with the 4.3.0 release.

Manager portal/Reporting

General. Date formats have all been checked and corrected. In certain circumstances, US formatting was being displayed incorrectly for some users.

Campaign success performance weekly. UI issues displayed via report scheduler have been resolved.

Agent data usage weekly. Some users reported an issue where the incorrect week was displayed despite the correct search being performed. We have added a fix which prevents this happening.

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.