This release contains a new call type for user to queue transfers. There have also been some general updates to the product including UI improvements, bug fixes and performance enhancements.  

Product Updates

To give you greater visibility of changes we have made in this release, please find below details of fixes, changes and enhancements to the product.

Manager Portal/Data

New Call type. We have implemented a solution to address a long-standing issue with queue statistics when calls are transferred. In order to ensure accurate reporting, we have introduced a new call type called 'AgentToQueueTransfer' with a value of 21. 

What Does This Mean for You? From now on, when a user transfers a call to a queue, the call will be converted to the 'AgentToQueueTransfer' type. This change applies to all calls no matter what call type the call was to start with. By implementing this update, we are eliminating the strange information that was previously displayed for the second leg of the call. We are confident that this fix will provide you with more reliable and meaningful statistics regarding queue transfers.

3rd Party Services/WFM

Reporting. Clients that utilise Puzzle WFM were experiencing an error with 2 metrics. Incorrect calculations for Omni Average Handle Time and Average Speed of Answer, have been resolved.

Database Updates

For clients that use the MaxContact replication database, the below changes have been made.

• As part of the improvement to create a new call type, we have added into the max_enums table this new call type. The key value is 21 and the name for this is AgentToQueueTransfer

	As well as the highlighted areas above, there have also been some minor quality-of-life improvements, UI defect changes 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.