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Call Center - May 30, 2018

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 18, 2018.

List of updates 

 

Type of Update

Description

Enhancement # 1

Note:  Node.js proxy support added to agent scheduler and chat services, the features currently requires Java.

Bug # 1

Note: Calls that are CHUP/Abandoned in IVR phase still count against the TOTAL CALLS. This has been rectified and Abandon Criteria shown below:


Caller Talk Time is 0 AND 
External Agent Length is 0 AND 
Agent Consult Time is 0 AND 
Queue Length is greater than 0

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