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/BI

Dashboards & Wallboards. When users are in a break status, there are instances where the time shown on the user's screen could deviate slightly from the time shown on dashboards and wallboards. This has been resolved so that the two times match.

Manager Portal/Reporting

Standard Reports. On the Inbound Agent Report, Virtual Queue calls were being included when calculating some fields, which resulted in a discrepancy in the calculation. This has been resolved.

Manager Portal/Settings

Plans. An issue has been identified whereby navigating to the Plans page could result in the page freezing when there were no plans created. This has been resolved with validation checks in place to prevent this issue.

Agent Portal/Web Agent

Email interactions. An issue has been resolved whereby manually-initiated emails were incorrectly presenting as system-generated message in the ticket history view. Now all emails sent by users will show as such.

Email interactions. When using canned responses in an email, some formatting such as paragraph breaks were not displaying when they should not be. This has been resolved, so canned responses now show correctly on emails in the same way as they do on other interaction types.

Interaction campaign. When going ready following a call being handled on an interaction campaign, an issue has been resolved where call queues would not be set to a 'Ready' state but other queues would be.

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