The 5.0.10 version of the product contains several quality enhancements to the platform.

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

Time zones. We've resolved an issue related to date pickers in certain time zones outside of the UK. This problem affected various pages, including Custom Data Fetching and List Data Manager. The conflict caused by the date format has now been successfully resolved, ensuring a smoother experience across these features. Your date-related interactions should now work seamlessly without any format conflicts.

Manager Portal/Quality

Coaching. When visiting the Coaching Page, users at times would see blank result codes within the Result Code table. This has been updated to make sure the result codes appear at all times.

Manager Portal/Management

Web chat channels. For users that had CSAT disabled for Webchat interactions, an issue would be seen where the customer would not be offered an emailed copy of the chat transcript. This has been resolved, and customers on Webchat will be offered a transcript of the chat where appropriate, regardless of the CSAT configuration in the post-chat options.

Email channels. For clients who use email and sub-folder scraping to bring data into the system, if you had more than four subfolders for emails, certain items might not have been imported successfully. We're happy to inform you that this issue has been addressed and resolved. Now, all items will be successfully scraped as needed, with a maximum of 96 subfolders supported.

Live queues. An issue was identified that when a customer initiated a webchat, an error sometimes occurred during data entry, this caused the customer's name to be inaccurately displayed on the Live Queues page. This problem has been addressed, and the customer's name will now be displayed accurately on the Live Queues page.

Web Agent/Voice

Transfers. In certain circumstances it was possible for users to lose visibility of the call controls within Web Agent. The cause was due to an error when carrying out warm transfers. This has been resolved and users will retain access to the call controls at all times, regardless of the state of the transfer process.

Web Agent/Digital

Callbacks. An issue was discovered where interactions that resulted in users scheduling a call back were not accurately configuring the call back. This problem has been rectified, and now call backs are properly set and displayed as intended. Please note that setting callbacks is exclusively possible through the Web Agent interface and not through the scripting application on interactions. This restriction remains unchanged, though we are committed to exploring enhancements in this aspect in upcoming updates.

	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.