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Live Dashboard - November 9, 2015

Overview

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This page provides a description of the changes to Live Dashboard. 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

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These changes to Live Dashboard will be released to customers on November 9, 2015.

List of Updates

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Type of Update Description
Bug Fix # 1

Issue—The following items are known issues with the previous release:

  • There is an intermittent issue with the count for number of calls offered showing an incorrect value for memberships with call attributes. 
  • The Queue Now Summary and Queue Now Session Detail metrics are on different refresh rates and not in sync.
  • Long Queue Now metric does not update but continues to increment. An incorrect, longer duration time displays.
  • Customer web browsers intermittently freeze when a popup, which alerts them that the server is not responding, appears.

 

Fix—This bug fix resolves these issues.

Bug Fix #2

Issue—The Offered Today count in Live Dashboard is lower than the count in the database after a day of use.

 

Fix—The counts in Live Dashboard and the database now match.

Bug Fix #3

Issue—After Live Dashboard is restarted, the Offered Today count doesn't count some calls in the GMT time zone.

 

Fix—This bug fix resolves the issue.

Bug Fix #4

Issue—After you create a new view in Live Dashboard Configuration, some metrics (for example Offered Today, Queue Now, SL % Today) do not display.

 

Fix—This bug fix resolves the issue.

Bug Fix #5

Issue—Some calls get stuck in Queue Now even though the calls have ended.

 

Fix—This bug fix resolves the issue.

Bug Fix #6

Issue—The value of the SL% Today metric is incorrect in some instances when dimensions are grouped by agent.

 

Fix—This bug fix resolves the issue.

Known Issues

The following are the known issues in this release of Live Dashboard:

 

  • If you have the Agents Ready Now detail pane open during startup, you may see an alert saying rep.state is undefined. Click the Continue button to dismiss the alert.
  • With some call data, there are minor differences in the Start Time and Rep Start Time on a call. The differences cause slight variations in service level percentages.
  • The Agent Name does not display for transferred calls. However, the session ID does display for transferred calls.
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