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Call Center - January 18, 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: 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.

Attribute.pdf.png

Required Field Value Table:
1. Attribute Name:
Agent Phone Transport Type
2. Category: User Preference
3. Status: Active
4. Attribute Type: Normal
5. Data Type: Integer
6. Default Value: -1

 

Enhancement # 3 Note: We have added the reporting field "End Cause" to the Survey Details report in Ltool.
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