Call Center - January 18, 2018
Table of contents
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: The Call Segment & Call Interaction report will calculate the Abandon rate more accurately going forward. Previously a call with zero queue time would have been included within the calculation. We have enhanced the calculation to only include queue time greater than zero. |
|
Enhancement # 2 |
Note: We have enhanced the multiple number selection feature for agents. This enhancement will now allow agents to select between PSTN & WebRTC numbers. Previously agents could only select between PSTN numbers.
Enabling this feature:
Create an Agent Attribute called “Agent Phone Transport Type” under User Preference Category as shown below and “Save Changes”. Attributes can be created under the top menu Routing -> Agent Attributes.
Required Field Value Table:
|
| Enhancement # 3 | Note: We have added the reporting field "End Cause" to the Survey Details report in Ltool. |
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