The 5.0.20 release includes an integration with Calabrio WFM as well as updates to some minor UI issues and general enhancements to the overall user experience.

New Features

Integrations/WFM

Calabrio. We've integrated with Calabrio Workforce Management (WFM) system, offering our users access to advanced workforce planning and scheduling features. Please contact your account manager for further details.

Product Updates

Manager Portal/Admin

Channels - Email. An issue with sending emails containing .eml and .msg file attachments in the WebAgent has been successfully resolved. You can now seamlessly attach and send these file types without encountering any "invalid file type" notifications.

Manager Portal/Data

List Data Manager. An issue has been resolved where data volumes were not showing accurately when filtering against secondary data fields on the List Data Manager page. Now, regardless of whether primary or secondary data fields are used in filters, the data volumes will present correctly.

Manager Portal/WebAgent

Voice. The issue related to the Go Not Ready button not reflecting previously Ready queues has been addressed. With the latest update, the Selected Status will now accurately update when utilising the Go Not Ready button, ensuring a more streamlined and efficient workflow for our users.

Beta Partners/Features

Skill Based Routing. We have made an improvement for Outbound Skills. At times there was confusion around why certain users received calls over others when using Proficiencies. The update will improve call routing logic to prioritise agents with higher proficiency levels no matter which user the call was originally intended for.

	As well as the highlighted areas above, there have also been some 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.