Version 4.8.5 release contains 6 refreshed reports and the usual quality of life fixes and enhancements including improvements to the Record History page and Custom Reports.

New Reports

Our reports are part of our products identity and we want them to make a lasting impression. We know our current reports are in need of a facelift so to ensure they meet everyone's expectations we are giving each report a refresh.

Because reports are heavily used by all our customers, we wanted to give you time to get used to the new format and to be able to recreate schedules on the new versions. Existing reports that have a 'new' version will be removed at the end of the year (with the first new version of the product in 2023). New reports will be released over a number of versions until all existing reports are replaced before this deadline.

As new reports are added, existing versions will include the 'new' reports name so you are aware of which report replaces it.

Report Viewer/Coach report (Voice)

New Coach report (Voice) which is the rebranded Coach report.

Report Viewer/IVR Overview

New IVR Overview report which is the rebranded IVR Element report.

Report Viewer/Demand Summary (Inbound)

New Demand Summary (Inbound) report which is the rebranded Inbound Demand report.

Report Viewer/Ofcom Drop Rate

New Ofcom Drop Rate report which is the rebranded Drop Rate report.

Report Viewer/Success Summary By Day (Voice)

New Success Summary By Day (Voice) report which is the rebranded Success By Day report.

Report Viewer/Success Summary By Hour (Voice)

New Success Summary By Day (Voice) report which is the rebranded Success By Hour report.

Product Enhancements

Manager portal/Web Agent

Call-backs. We have disabled the ability to set a call-back on anonymous numbers as these would not work.

Interactions. In certain circumstances, some users had an issue where they had requested a break and were still given interactions. This will no longer be the case after the update.

Email transfers. When using OAuth security, some transfers would not work when sending to third party emails. This issue has been resolved in version 4.8.5

Manager portal/Admin

Channels. Additional functionality has been added for transfers of emails when using OAuth.

Manager portal/Data

Record History. We have made changes to improve the performance and speed of searching records on this page.

Manager portal/BI

Grid widget. When a user is in a break, the description of the break wasn't showing in alerts set on the configurable grid widget.

Manager portal/Reporting

Custom reports. Under some circumstances, custom reports using date ranges would work incorrectly due to location settings. This has been resolved.

Report tables. We have added some general UI improvements for consistency on 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.
	New additions are currently in the Beta phase of production. You may see this icon for areas containing these features and changes within the product.