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Call Center - January 30, 2016

Overview

This page provides a list of changes to Call Center. Changes are classified as:
 

  • Bug fix—refers to fixes that have been made to resolve problems in existing features and functions.

  • Enhancement—refers to improvements made to existing features and functions.

  • New feature—refers to new features and functions.

Release date

The latest version of Call Center will be released to customers on January 30, 2016.

List of updates

 

Type of Update Description
Bug Fix # 1

Issue—When a user runs the Play Log - Detail report, the report is empty. The workaround was to deselect the Role field before running the report.

 

Fix—This bug fix corrects the problem and eliminates the need to use the workaround.

Bug Fix #2

Issue—When running reports, a customer noted that the total number of abandoned calls returned was less than the totals reported for the following columns:

  • Abandoned After >= 20s
  • Abandoned After >= 15s
  • Abandoned After >= 10s

 

Fix—This bug fix corrects the problem.

Bug Fix #3

Issue—Supervisors and administrators using Internet Explorer versions 8, 10, and 11 are unable to change the status of agents. They cannot change the state when clicking either the Change Agent State link or the Change Agent State button.

 

Fix—This bug fix corrects the problem.

Bug Fix #4

Issue—After the release of Call Center on December 20, 2015, the Survey reports stopped working. LiveOps rolled the release back to the previously deployed version, which temporarily corrected this issue.

 

Fix—This bug fix corrects the problem. 

Bug Fix #5

Issue—When the outbound dialer sends a call out, it reserves an available agent until either a person is detected on the other end (at which point the available agent is connected), or the call ends.  When an answering machine is detected, the agent should be released, but this isn't the case.  The agent remains reserved until the IVR is done leaving a message and disconnects the call.

 

Fix—When Call Center detects an answering machine during an outbound call, it now returns the agent to the pool of agents waiting for work offers.

Bug Fix #6

Issue—If the list of disposition codes in Phone Panel is too long, the scroll bar is not available and agents can't access the full list of codes. 

 

Fix—We've added a scroll bar to the Disposition list. The full list of disposition codes is now accessible.

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