15 posts tagged with "Reporting"

This release brings message status indicators for webchat, new campaign functionalities and additional agent management tools.

Change log​

New functionality​

1. We introduced the Read receipts functionality for webchat conversations. This allows the agent and the customer engaged in a conversation to see if their message has been sent, delivered, and read by the other party. Please note that this functionality is not available for other digital channels, such as Instagram, WhatsApp, or Facebook Messenger.

2. We introduced the option to Pause new campaign record processing to campaigns. This allows campaign administrators to ensure rescheduled records are processed and agents can meet their commitments to customers. When this feature is enabled, newly added or postponed records are not processed; only rescheduled records are handled.

3. A second campaign management tool we introduced in this release is the option to Suspend campaign records. Suspending a campaign record prevents it from being processed until unsuspended, allowing team leads to temporarily restrict records from being handled. This operation is available per record through campaign actions as well as in bulk through the selection mode.

4. The option to suspend campaign records is also available through the public API: you can suspend and unsuspend campaign records by their IDs, up to 100 per request.

5. BI developers need to track consultative call attempts accurately. We've simplified this by introducing a relationship ID in the OData calls table, allowing them to link consultative call attempts to their originating calls.
6. Agents may sometimes inadvertently cause issues with customer records. We introduced two controls for administrators to restrict access to certain functionalities. Administrators can now prevent agents from creating or editing customer records, helping keep customer data accurate. This is fully optional and configured per tenant.

Improvements and adjustments​

1. We've improved how campaign filters work. Previously, users could select only one campaign record state as a filter, but with the introduction of campaign record suspension and its associated filter, this became unnecessarily complicated. We've enhanced the user experience by transforming the status filter into a multi-select dropdown grouped by active and completed states. You can now apply multiple status filters combined with other filters, making it easier to find the records you need.
2. Emails received by the system are now marked as read. Previously, if the administrator checked the mailbox configured as an inbound email channel, emails processed by the system were not marked as read. Administrators had to check each email individually to verify processing. Emails processed by the system are now automatically marked as read in the mailbox.
3. We modified workflow-controlled campaigns to prevent system spam from very short calls. The maximum parallel call count is now guaranteed for calls longer than 30 seconds. For shorter calls, the system will not initiate new calls until the 30-second mark is reached.
4. Additional redundancy for voice services, rolled out gradually.
5. Fixed an issue where replying to a transferred email kept the original channel email address as the sender.
6. Fixed an issue where email conversations could be stuck without history updates or failed routing in situations involving faulty conversational bot configuration and handling.
7. Fixed an issue where a tenant having multiple Entra IDs configured could not create new channels under specific circumstances.
8. Fixed an issue where cloning a workflow did not clone its containers as well.
9. Fixed an issue where logout durations happening over the weekend were not tracked correctly.
10. Fixed an issue where unquoted display names resulted in the email address not being parsed correctly when pasting them into the email to field.
11. Fixed an issue where the agent workspace ID was missing from the OData feed for calls initiated through the public API.
12. Fixed an issue where a call freshly associated with a new contact record was not shown in the activity history.
13. Fixed an issue where the recording was not available for calls initiated through the public API.

This release brings a new public API, the option to add multiple email addresses in the TO field and additional improvements.

Change log​

New functionality​

1. We added a feature that enables campaign record status updates to be populated in the OData feed. It can be enabled for your tenant on request.

2. We published an API to cancel a campaign record by the record ID. It allows cancelling records one by one or in bulk, up to 100 records per request. See the developer's documentation for more details.
3. We added the option to use workflow variables in the Redirect To Phone node, enabling dynamic population of the phone number field.

4. We added the option to add multiple email addresses in the TO field of an email, up to 50. Additionally, we now support the option to paste a list of email addresses in the To/Cc/Bcc field. The user interface will automatically prompt the user to verify the email addresses when doing so.

5. Predictive calls are now automatically answered on the agent side. This enables the agent to save a couple of seconds and improve the overall predictive campaign performance.

Improvements and adjustments​

1. Fixed an issue where the email conversational bot's conversation history window contained previous email segments, modifying the email bot behavior.
2. Fixed an issue where users could not change the translation engine or remove the dictionary, when there was a dictionary assigned to a Language profile pair.
3. Fixed an issue where invalid email addresses could be pasted into To/Cc/Bcc without a warning.

This release brings new features, improvements, and fixes to make the system easier to use and more stable.

Change log​

New functionality​

1. Added portal-based testing of custom task wrap-up notes by work item ID, with validation and quick copy action.
2. Added a configurable delay for auto-answering inbound calls, including per-agent override and countdown with manual pickup option.
3. Added a tenant-level limit for parallel flow-controlled outbound calls with validation and start-blocking when limits are exceeded.
4. Added the ability for supervisors to assign agents to business unit–specific breaks based on shared business unit membership.
5. Added an option to disable automatic creation of customer records per channel for unidentified customers.

Improvements and adjustments​

1. Fixed an issue where agent chat messages were not delivered or visible when customers backgrounded the conversation on smartphones, causing missing messages upon return.
2. Fixed an issue where external web page links did not automatically open in a new tab upon conversation routing, despite being configured to do so.
3. Fixed an issue where real-time reports experienced delays in loading data after login or page refresh.
4. Fixed an issue where accounts could not be created when email addresses contained punctuation or non-English characters.
5. Fixed an issue where end time fields (EndDate and EndDateUTC) were missing in OData feed tables for agent states.
6. Fixed an issue where enabled auto-answer settings did not automatically present inbound calls to agents in voice configuration.
7. Fixed an issue where outbound dial CANCEL requests did not include the required X-Tenant-Id header.

This release introduces new workflow automation capabilities, alongside fixes improving portal stability and reporting accuracy.

Change log​

New functionality​

1. Added a JavaScript node to the workflow editor, enabling execution of custom code with access to variables, HTTP requests, logging, and configurable timeouts.

Improvements and adjustments​

1. Fixed an issue where handled calls were not displayed correctly in Realtime reports, causing missing or inconsistent task counters.
2. Fixed an issue where the RONA toggle text in the agent workspace incorrectly referred to emails instead of calls and chats.
3. Fixed an issue where the Voice tab in Portal Configuration crashed, preventing access to voice settings.

This release brings new features for conversational bots and Wallboard V3, along with fixes to improve call handling, campaigns, and portal stability.

Change log​

New functionality​

1. Added call translation support for ad hoc outbound calls, allowing agents to communicate with customers in different languages.
2. Added data collection capabilities for conversational bots, enabling configurable variable capture at exit points with validation and retry handling.
3. Added a 'fresh start' option for conversational bots, allowing them to ignore previous history and handle each interaction as a new conversation.
4. Added agent-level KPIs to the Wallboard V3 Now view, providing real-time insights into status, activity, and call handling performance.
5. Added average queue wait time for today’s queues in the Wallboard V3 Now view, enabling better monitoring of queue performance.
6. Added queue timeout count KPI for today’s queues in the Wallboard V3 Now view, enabling tracking of conversations that overflow due to timeouts.

Improvements and adjustments​

1. Fixed an issue where outbound calls that were not connected still showed talk time in the portal task history report.
2. Fixed an issue where agents could get stuck in a call that never reached them, preventing proper call handling and release.
3. Fixed an issue where some outbound conversations could get stuck.
4. Fixed an issue where predictive campaigns did not include the configured X-Tenant-Id header when enabled.
5. Fixed an issue where the widget URL was not visible in the portal, preventing webchat testing from the interface.
6. Fixed an issue where the syntax for external URLs in the documentation was incorrect.