New Releases: HCC
Release 3.0.0 05-20-18
| New Features | |||
|---|---|---|---|
 | Releases | Intelligent Contacts will now be providing regularly scheduled releases to include new features, enhancements, changes to existing functionality, performance improvements and fixes. Releases will be made available after Quality Assurance Testing has been completed. |  |
| User Notification System | This new feature will provide popups that will appear to provide alerts and/or notifications to the user. The popups will continue to appear until closed. | |
| Agent Scoreboard | The new Agent Scoreboard can be found under the "Performance" menu category. It will reflect, by Agent, Total Sales, Total Revenue and Individual Sales for the current day. From the Show Column Settings, users will be able to expose or hide columns appearing on the scoreboard which can also be projected on screen in the Contact Center. | |
| File to campaign matching patterns | This release contains new functionality to automate the manual task of assigning lists to a campaign through file name patterns. By doing so, users will be able to import a file or files (from the sFTP site) with a matching name AND it will automatically associate it with the campaign. | |
| IVR Survey Module | A new IVR Survey Module is now available under the "Routing" menu category. It includes the ability to:
There are two demo IVRs included for your review. Please dial one or both of the following numbers for review of the demos: 972-895-5109, 972-895-5144 | |
| Two Factor Authentication | Under the "My Profile" menu category, you will find a new feature, "Two Factor Authentication". Once enabled, when you log in, you will be required to provide a code along with your email and password. Specifics of how to use this new feature are included, and while Two Factor Authentication is not required, it is recommended as it provides an additional layer of security to your account. Once enabled, it can be disabled if needed. | |
| Test | Test | |
| Fixes | |||
| DNC number deletion | An issue with deleting a number from DNC lists has been fixed. Previously, it would delete the number from the original list, but still use that DNC rule for all campaigns associated with it. Now, when a number is deleted, it is removed from all places it was being used. | |
| Changes | |||
| sFTP Export Settings | For those who use the Intelligent Contacts sFTP, call result exports can now be configured to run daily at a specific time or a specified interval. In order to take advantage of this feature change, please contact support@intelligentcontacts.com for assistance. | |
| "Help" menu category | The Help functionality that was on the right side of the screen which includes Intelligent Contacts training videos, "The Nine Moves Basic Training for the Intelligent Contacts System", has been moved. You will now find the "Help" menu category listed below the "Reports" menu category. Keep watching for additional items to be added here, like the Release Notes you are reading. | |
| "My Profile" menu category | "My Profile" menu category has been added and will appear below the "Help" menu category. Under "My Profile" you will find: - Change Password page - Two Factor Authentication page - Logout | |
| Security Updates | |||
| HTTPS security protocol TLS 1.0 has been disabled | The planned disablement of TLS 1.0 security protocol was completed on May 1st, 2018. If you or your users are experiencing issues connecting to your Contact Center, please ensure they are using TLS 1.1 and later compatible browsers. If you are still experience problems, contact us at support@intelligentcontacts.com. | |
Release 3.1.0 07-12-18
| Release Features+ Add new feature | |||
|---|---|---|---|
| New Features | |||
| Added filters to Surveys Taken report | A new feature to include search criteria has been added to the Surveys Taken Report. The report can now be selected by date range, a specific phone number, all agents or a specific agent, a specific Account ID, all campaigns, or a specific campaign. | |
| Added searchable dropdowns in agent phone interface | To provide improved usability, this new feature allows agents to search the agent drop down list when attempting to transfer a call, eliminating the need to scroll through the list. | |
| Surveys Taken: now we have an automated nightly CSV export to sFTP | A new feature to provide an automated CSV export of Surveys Taken to sFTP is now available. It is currently only available to you by contacting support@intelligentcontacts.com. | |
| List import through web interface now uses same "file to campaign" matching mechanism exactly like sFTP import | The list import web interface functionality now provides the same file to campaign matching mechanism that was previously released for files imported from the sFTP site. You will now be able to assign lists to a campaign through file name patterns and import a file or files through the interface. | |
| Added "Wrap time" column | The "Calls Dialed" and "Calls Received" report has been enhanced to include a "Wrap time" column showing how much time agents spend in wrap status on each call. | |
| Fixes | |||
| Fixed totals calculations in "Agent Call Summary" report | The "Agent Call Summary Report" has been corrected to include only the date range selected. Previously this report included the date range selected PLUS any calls for current day. | |
| Changes | |||
| User Type Access page cosmetic redesign | This cosmetic redesign provides a more efficient method for identifying and providing access to user types. For clarity, a description of each has also been provided. | |
| Ordered some lists alphabetically | Due to continued growth, some drop down lists have been ordered/sorted to provide ongoing efficiencies. The phone number and callerID are two examples of drop down lists that have been ordered/sorted. | |
| Performance Updates | |||
| Significantly improved page loading speed | We are happy to announce that our product is now using a caching template engine. While this change may not be visible to you, it significantly improves the overall speed of our web interface. | |
| Audio playback improved | In order to speed up listening to recordings and audio files, we have changed the format and encoding of the audio stream. This new format and encoding loads and starts playing audio files approximately 5 times faster, and uses less traffic! | |
Release 3.1.1 08-29-18
| Release Features+ Add new feature | |||
|---|---|---|---|
| New Features | |||
| Multi select filters | For your convenience, you can now select multiple agents/campaigns/call results in reports filters. | |
| Surveys tag in SpeechIQ | For clients who are using SpeechIQ service: Now calls recordings that include a survey are being marked with "survey_taken" tag in SpeechIQ. By selecting "survey_taken" under the Metadata filter and clicking the "+" and selecting "1"... you should be able to see those calls in which a survey was completed. | |
| Two Factor Authentication for Supervisors | After receiving feedback from Admin users, we've made it possible for Supervisors to use Two Factor Authentication feature, as well. | |
| Fixes | |||
| Phone interface dropdown boxes | We identified an issue with searchable dropdowns in agent phone interface whereas when selecting, the values would change to the very first selection, instead. This has been fixed. | |
| "Max Wait" column values | A discrepancy with the "Max Waiting" column in Campaign Monitoring was identified and fixed. | |
| Minute Usage Report fix | A duplicate record issue was identified in "Minute Usage Report" when exporting CSV file. This has been fixed. | |
| State recording rules icons | Previously, there was an issue preventing “Do not record inbound calls“ and “Do not record outbound calls“ icons from being properly displayed. This has been fixed. | |
| Changes | |||
| Menu module redesign | We have redesigned (on the technical side) the way our menu and access permission system works. It makes it easier for our developers to add more modules and pages. This should not affect existing pages or users, but if you notice any issues, please contact support@intelligentcontacts.com or open a ticket in our online ticket portal. Thank you | |
Release 3.1.2 10-09-18
| Release Features+ Add new feature | |||
|---|---|---|---|
| New Features | |||
| Default campaign for Phone Numbers | Phone Numbers -> Edit page -> "Default Campaign" drop-down has been added. This feature will attribute after-hour inbound calls to a specific campaign for reporting purposes. | |
| IVR Phone Numbers Button | IVRs -> Edit -> "Rebuild for all phone numbers" button regenerates all IVRs for phones directly associated with this particular IVR. Previously, clients would to go each individual phone number associated to a specific IVR and re-save it for the IVR changes to apply. | |
| Export to CSV | Export to CSV button will be added to the following three pages on 10/11: 1) Routing -> Phone Numbers 2) Campaigns -> Call Results 3) Configuration -> Devices / Extensions | |
| Changes | |||
| Agent Interface Rename | Agent Interface -> Updated "Incoming Internal Transfer" box to "Incoming Call" since it captures both transfers & calls. | |
Release 3.2.0 10-31-18
| Release Features+ Add new feature | |||
|---|---|---|---|
| New Features | |||
| Survey answers transcription | Happy to announce that we are now able to convert survey audio answers into text. You will be able to see the converted text when hovering over the player button and in exported CSV reports. | |
| Data tables integration through whole interface | We've implemented Data tables in our pages. What does it mean to you? This allows better sorting, faster page loading, better pagination and greater design consistency across the web interface. | |
| "No hangup" campaign setting | A new "No hangup" feature was implemented recently. If you don't want to allow your agent to hangup the call, we have a setting for that. You are able to switch this feature on and off on the "Campaign > Edit > General" settings page. If it's on then during calls associated with this campaign the "hang up" button in the phone interface will be disabled / greyed out. | |
| Added new checkbox "Enabled" for Scheduler "edit" and "add" pages | For your convenience, we've added a checkbox "Enabled" to the Scheduler page. Now it's really easy to enable or disable a scheduler. | |
| Fixes | |||
| The IVR name changing issue | An issue with IVR name changing has been fixed. Previously, when an IVR name was changed, the old name disappeared from the IVR Steps. Now, our smart system will automatically update the name. | |
| Misplaced Error message on "forgot password" page. | The message that you see after the "Forgot Password" submitting form appeared in the wrong place. Now, it is in the right place and you can clearly view the message. | |
| No results appear when filtering by "OI" Call result | Fixed the Call Result filter bug on Calls Dialed report page. Previously, no results were displayed when the OI value was selected as a Call Result filter. Now, the filter works as expected. | |
| Pagination fix for "Access Log" page | Fixed a minor bug with the "Access Log" Report pagination. Now, the pagination is working as expected. | |
| Disabled data tables warnings | Data table warnings were not fitting in our system and we decided to disable them. | |
| Missing saving notification in Configuration > User Types | Previously, when you clicked the "Save changes" button there was no successful notification. Now you'll see the "All changes have been saved successfully" message. | |
| Changes | |||
| Adjusted fields styles in Scheduler Editing form | We adjusted the length of the fields within the Scheduler editing form so they look good all together. | |
| Removed the autosaving mechanism for IVR editing form and replaced it with "Save" button | We discovered that autosaving of the IVR steps wasn't easy for a lot of our clients. We decided to get rid of autosaving for your convenience and made a huge "Save" button underneath the IVR editing form, so you can save the form whenever you're ready and comfortable with it. | |
| Changed the "Select some options" texts to more the meaningful ones in all dropdowns | In select boxes we changed "Select some options" to "All agents", "All campaigns" etc | |
| Devices/Extension editing form fields rearrangement | We rearranged some of the fields in a more intuitive way on the Devices/Extension Editing page. | |
| Refactored CSS styles | From time to time we do a code cleanup for our projects. It's always good to keep your house clean, right? Fewer bugs, better results. | |
| Deleted agents are displayed too in the Reports | All places in reports where agents are displaying will show deleted agents too. | |
| Columns sorting for pages: Phone numbers, Devices/Extensions, and Call Results | For your convenience, we've added columns sorting to the next pages: Phone numbers, Devices/Extensions, and Call Results. | |
| Prevent deleting a contact list, if it is assigned to an active campaign | You won't be able to delete a contact list on the Contact Lists page if it is assigned to a Campaign. The delete button will be grayed out and on hover, you'll see the following comment: "This contact list cannot be deleted, because it is currently assigned to the active campaign: {Campaign name}". To be able to delete the list, you need to go to that Campaign and unassign the Contact List first. | |
Release 3.3.0 03-21-19
| Release Features+ Add new feature | |||
|---|---|---|---|
| New Features | |||
| New Reports | We've spent the last several months working on overhauling the reporting system, and we're pleased to announce that New Reports are now available! Existing reports under the Reports tab will be moved to "Old Reports." These reports will no longer receive updates and will eventually be retired in several months. New Reports will be available under the "Reports" tab. | |
| New Report: Calls | This new report combines data from several existing reports (call results, calls dialed, calls received, calls abandoned, calls failed, calls ineligible and recordings) to simplify your reporting needs. Find the data that matters most by using our newly redesigned filtering interface. You can adjust which columns are visible, and save time with saved filtering settings. Click on a specific call to view a new Call Details page. This convenient change will help you link calls internally. | |
| New Report: Trends | Visualizing how your data trends on a daily basis can help you make educated business decisions. We're happy to announce that you now have the ability to do that with the new Trends report! Take advantage of the Trends report by seeing how inbound calls, outbound calls, average wait time, average calls in queue and more trend throughout the day. You can also view trends from yesterday, last 7 days, this month and previous months. Use this data to maximize the effectiveness of your campaigns and ensure you're staffed appropriately. | |
| New Report: Agent Performance | Several existing reports (agent summary by team, agent summary by campaign, agent calls summary and historical agent performance) were combined to help you monitor Agent Performance more efficiently. Use this report to determine which agents are meeting expectations and which have room for improvement. You can adjust which columns are visible to focus on the metrics that matter most. | |
| New Report: Fax | You can now create an IVR to receive faxes! Use this report to track the date, callerID, DID and sender. You can also preview and download the fax attachment within this report. Please contact the Support Team at 1-800-214-7490 Option 1 for assistance. | |
| New Report: Minute Usage | This report can be used by your billing manager to confirm how many minutes are being used on a monthly basis. We added a few new columns to make this report more convenient. You'll be able to easily see total calls, billable calls and minutes called for the current month and last month. | |
| New Report: Access Log | We added the ability to hide columns. Overall, this report will feel familiar because we made minor design changes to the existing report. | |
| Saved Sorting Preferences | Your sorting preference within reports will now save! Switching between pages within that report or viewing other reports will not reset a sorting view you previously chose. | |
| Local Area Number Lists | Increase the likelihood that your outbound calls are answered by displaying a local number Caller ID! For example, a local number from Dallas will display if you're calling someone in Dallas. You can use one local area number list for multiple outbound campaigns or a different local area number list for each campaign. Please contact the Support Team at 1-800-214-7490 Option 1 if you are interested in hearing more about this feature. | |
| Automatically copy DNC numbers to Global DNC | Previously, DNC numbers that were added by agents at the campaign level would only apply to that specific campaign. This required an Admin to manually add the DNC number to the global list if they wanted it marked DNC on all campaigns. With this new feature, newly added campaign level DNC numbers will automatically be copied to the Global DNC list. To help you save time, numbers that are removed from the Global DNC list will automatically be removed from all campaign level DNC lists. Take advantage of this feature by navigating to a campaign's general settings and checking "Automatically copy DNC numbers to Global DNC List." | |
| Call Attributes | Have you ever wondered how effective specific marking campaigns were? Being able to assign Call Attributes to specific phone numbers is the first of many features we're adding to make it easier for you to analyze data and make educated business decisions.
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| Call Restrictions | There may be times when you need to immediately restrict calls to specific States, Zip codes or Area Codes due to natural disasters or other reasons. Time is of the essence in these situations. Previously, this would require a Support request to be submitted, and our level II team would then process the change. You now have the ability to instantly manage Call Restrictions! You can configure restrictions through Configuration > Call Restrictions. Click "+add new" and enter your title, date range and States/Zip Codes/Area Codes that should be restricted. You'll be able to easily see which restrictions are effective or expired and see the history with each restriction. You can easily adjust existing restrictions or remove them when needed. | |
| Wrap Form Timeout | Help your agents' efficiency by restricting how long they can stay in wrap status within a specific campaign. Edit a Campaign > Agents Screen > Wrap Form Timeout. Agents will see a visible timer before the time limit is reached. If the wrap form is not completed within the time limit, the default call result that you configure will be used. You can also use this feature to automatically set an agent to "Not Ready" if the wrap form was not submitted on time. | |
| Agent Screen Settings | You may not want your agents to see how many calls are in queue or the stats of their team members. You can now customize your agents' screen within Configuration > Main Settings to show or hide panels for "My Team," "My Stats" and "Number of Calls in Queue." | |
| Blacklist | Are spam calls negatively affecting your agents' efficiency? You can now add phone numbers to the Blacklist to prevent unwanted calls from reaching your Call Center. Navigate to Configuration > Blacklist and add the number(s). | |
| Missed Calls Panel | Any users that have an extension will now have visibility into Missed Calls! If they missed a direct call or direct transfer to their extension, the call will be listed in the Missed Calls panel on the right side of their screen. The date, time and phone number of the missed calls will be visible. | |
| Internal Transfer Beep | Never miss an internal transfer again! Internal transfers will now play an audible beep to notify the agent that's receiving the transfer. | |
| Voicemail Metadata | When a voicemail is deleted, we're now preserving its metadata so you can see when it was deleted. It will appear in Calls report, but you won't be able to listen the recording. | |
| Campaign Metadata | When a campaign is deleted, you will still be able to view the name and link within reports. | |
| User Notes | You're now able to add notes to a user on the "new user" and "edit user" pages. | |
| Fixes | |||
| Memory Leaks | Fixed memory leaks within:
Performance will be improved due to less web browser memory being used. | |
| Changes | |||
| Contact Lists | We added a new column to Contact Lists that displays the # of "ineligible records." If ineligible records exist within a contact list, the listed # contains a link that will explain the reason why each number listed is ineligible. | |
| Scheduler Redesign | The Scheduler, located within Routing > Scheduler, has been redesigned to be more user friendly. A new "Status" column makes it easy to see which schedules are on or off. The check-boxes within specific schedules now clearly show which specific months, days of the month, days of the week and/or specific time that the schedule is using. | |
| Campaign Recordings Access | Recording Supervisor user types now have the ability to access to all campaign recordings or specific campaign recordings. This can be adjusted through Configuration > Users > Edit User (must be a Recording Supervisor user type). | |
| Not Assigned Notification | Agents that have logged in and are not assigned to a team will see the following message: "You are not assigned to any team. Please ask your supervisor to help you get assigned." | |
| Performance Updates | |||
| Infrastructure | We have updated our infrastructure which has greatly improved our performance and security. | |
Release 3.3.1 04-02-19
| Release Features+ Add new feature | |||
|---|---|---|---|
| Fixes | |||
| Agent Activity and Agent Monitoring page | These pages were incorrectly displaying outbound DNIS instead of the phone number the agent was talking to. This has been fixed. The 'talking to' phone number will now display. | |
| Devices/Extensions page | Clicking "view" to listen to voicemails on this page caused the page to reload. This has been fixed. You can once again listen to voicemails on this page. | |
| Devices/Extensions page | Voicemail hyperlink was removed if there were 0 voicemails. This made it difficult to edit the voicemail greeting if the extension had 0 voicemails. This has been fixed. Voicemail hyperlink will always display. | |
| Devices/Extensions page | Ability to save voicemails was removed from FireFox web-browser. This has been fixed. You can now save voicemails while using FireFox. | |
| Agent Summary by Campaign | This report was showing incorrect combined calls and revenue. This has been fixed, and will now show the correct data. | |
| Recording Supervisors | This User Type was unable to listen to their voicemails. This has been fixed. Recording Supervisors can now listen to their voicemails. | |
| Dashboard "Best Agents" widget | Updated data table within "Best Agents" widget to show correct information. | |
Release 3.3.2 04-30-19
| Release Features+ Add new feature | |||
|---|---|---|---|
| New Features | |||
| E911 Locations | Enhanced 911 provides 911 dispatchers with a geographic position of the caller. To setup, notify our Support team and they'll work with you to designate an existing or newly provisioned phone number to a physical location. After Support assigns an address to the number, you'll be able to assign specific devices to the E911 location. Navigate to Configuration → E911 Locations to add locations. Enter a location name and the Caller ID which should be associated to the physical location. You can then assign locations to specific Devices/Extensions within Configuration → Devices / Extensions. Please contact the Support Team at 1-800-214-7490 Option 1 or Support@IntelligentContacts.com if you are interested in setting up this feature. | |
| Fixes | |||
| Transfer name | Transfers were not showing the correct caller ID which made it challenging to know who was transferring a call. This has been fixed. The correct caller ID will now display on transfers. | |
| Automatic Call Distribution - multiple campaigns | If multiple campaigns were selected within the Automatic Call Distribution report, only data from the first campaign would display. This has been fixed. You can now select multiple campaigns on this report and see accurate information. | |
| Account ID on Ineligible Records | The Account ID on Ineligible Records (found within Contact Lists) was displaying incorrect data under certain circumstances. Correct Account ID will be displayed moving forward. | |
| Supervisors should never be in Ready status | Previously, Supervisors’ status would change to Ready after ending a manual call. Moving forward, Supervisors' status will always be “Not Ready.” This will help fix reporting discrepancies, and will prevent Supervisors from inadvertently receiving distributed campaign calls. | |
| Changes | |||
| Trends report (hour range) | Tired of scrolling down to see some activity? We’re adding a new filter to the Trends report: you can now select a range of hours you want to view. For your convenience, the hours you select will remain even after leaving the Trends report and the table’s column headers are frozen so that you can easily see them when scrolling. | |
| Default Call Result | A blank value has been added to the Default Call Result drop-down on the Call Results tab. This can be used if you want your force your agents to manually select the appropriate call result after each call. If the blank value is used as a Default Call Result on the Call Results tab, then you can independently select a different “Default call result to save” within Wrap Form Timeout on the Agents screen tab. | |
| Calls Report - voicemail on export | Previously, data within "Voicemail" column was not being exported. Moving forward, "Voicemail" will be exported when "export to CSV" is selected. This change will help increase voicemail visibility. | |
Release 3.3.3 05-08-19
| Release Features+ Add new feature | |||
|---|---|---|---|
| Fixes | |||
| Missed Calls on Agent Interface | Missed calls on the agent interface were displaying from oldest to newest. This made it cumbersome to find a recently missed call if the agent had several pages of missed calls. We are now sorting missed calls from newest to oldest. | |
| Calls Report - DNIS Filter | Dialed Number Identification Service (DNIS) is one of several available filters on the Calls report. We fixed a problem that prevented options from appearing in the DNIS drop-down. You can now use the DNIS filter. | |
| Unable to "Save Changes" on DNC lists | We identified an issue with "Save Changes" on DNC Lists that prevented edits to existing DNC records. This has been fixed. You can now successfully "Save Changes." | |
Release 3.3.4 05-16-19
| Release Features+ Add new feature | |||
|---|---|---|---|
| Fixes | |||
| Calls Report: Termination Event | The "Complete Caller" status was incorrectly applied to additional termination events. This has been corrected. Complete Caller will only display if the caller hangs up the call. If your agent ended the call, "Complete Agent" will display as the termination event. | |
| Calls Report: Call Duration Missing on CSV Export | Call Duration is displayed correctly on the Calls report, however a percentage of calls were inaccurately showing a "blank" call duration when exported to CSV. This has been fixed. Call Durations will accurately display when the report is exported to CSV. | |
| Changes | |||
| Record Agent Calls: No Recording | If an agent is configured to not have their calls recorded, then we will not display "call recording" within Call Details for that agent's calls. This will prevent misconceptions about a missing recording. You can adjust an agent's call recording settings within Configuration --> Devices / Extensions. | |
Release 3.3.5
| Release Features+ Add new feature | |||
|---|---|---|---|
| Fixes | |||
| Agents unable to listen to voicemail | We received reports of specific agents being unable to listen to voicemails over the last week. We discovered that sorting voicemails would sometimes cause this to occur. This issue has been fixed. Your agents will now be able to listen to their voicemails. | |
| Custom User Types | Custom User Types received a connectivity error when trying to access Reports → Agent Status Detail even if they were configured to access the page. This has been fixed. Custom User Types can now successfully access Reports → Agent Status Detail. | |
| Missing "Save Changes" button when recording new greeting | Configuration → Devices/Extensions → View → Greetings. The "Save Changes" button did not appear after recording a new greeting with your microphone. This has been fixed. The "Save Changes" button will now appear, and you can successfully save the new greeting. | |
| Hide "Hang Up" button | Campaigns → Campaigns → Edit Campaign → Agents Screen → Other Screen Settings → Hide "Hang Up" button. When this setting is checked, your agents cannot hang up from their end. We've discovered that the "Hang Up" button appears if the agent places the call on hold and then answers the call. This has been fixed. The "Hang Up" button will stay hidden if the checkbox is selected. | |
| Inbound Transfers Displaying Incorrect Data | Receiving an inbound call, and then placing the call on hold or transferring that call to another agent will sometimes cause incorrect data on the Calls report. The incorrect Call Duration would display as "00:00" or "–". This has been fixed. The correct Call Duration will now display, however it may take up to an hour after the call concluded. | |
| DID Log | Routing → Phone Numbers → Edit Number → DID Log. Pagination for "DID Log" search results is not displaying properly. Too many or too few pages would display depending on the search filter. This has been fixed. The correct number of pages, in relation to the search results, will display. | |
| Agent Activity: selecting "all agents" | Selecting "All agents" on "Agent Activity" performance report and then clicking the magnifying glass leads to a connectivity error that won't go away unless you change the filter to "Active Agents" or "Inactive Agents." This has been fixed. Selecting "All agents" will no longer cause a connectivity error. | |
| Changes | |||
| Release Notes Styling | Help → Release Notes styling has been adjusted to accommodate our more frequent releases. The list of releases on the right hand side of the page has been reformatted to take up less space. For example, the release date (previously listed below the release #) is now positioned to the right of the release #. | |
| IVR Audios: Max Upload Size | IVR Audios larger than 2MB were previously restricted from being uploaded. We've increased the maximum upload size from 2MB to 10MB for IVR Audios. Routing → IVR Audios. | |
| User Types: Accessible Pages | Previously, you could uncheck an accessible page that's configured as the default "home page" for a specific User Type. This created issues because we're navigating that User Type to a page that they do not have access to. Moving forward, you will not be able to uncheck the default "home page" for a User Type on their list of accessible pages. | |
| Calls report: Phone filter | The phone filter on the Calls report previously allowed dashes, however the filter would not work correctly if dashes were included. We've changed the Phone filter field to now automatically subtract dashes. You no longer have to worry about manually removing the dashes! | |
Release 3.3.6 06-05-19
| Release Features+ Add new feature | |||
|---|---|---|---|
| New Features | |||
| Voicemail Transcription | We are excited to announce that voicemail transcriptions are now included on email notifications! Save time by quickly reading the transcribed message. Setup email notifications by navigating to Configuration → Devices/Extensions → Edit Device → "Send Notifications by Email." | |
| Fixes | |||
| Calls Report: "Listen" call recording duration | The "Listen" column was incorrectly omitting on hold time. This created discrepancies between Call Duration and the call recording duration shown in the "Listen" column. On hold time will now be included with the call recording duration. | |
| Hide "Hang Up" button | Campaigns → Campaigns → Edit Campaign → Agents Screen → Other Screen Settings → Hide "Hang Up" button. This feature, after being activated on a campaign, incorrectly hid the "Hang Up" button on all campaigns. Agents tied to the team of the campaign that activated the feature were impacted. This has been fixed. Activating this feature on a campaign will only apply the settings to that specific campaign. | |
| Unknown direct dial | "Unknown" sometimes displays as the phone number on Agent's voicemail tab. This occurs the first time an external number calls through a Direct dial to extension IVR. Subsequent calls show the correct callerID. This has been fixed. CallerID will display correctly each time a voicemail is left through a direct dial to extension IVR. | |
| Supervisor Barge/Monitor/Coach buttons | Performance → Agent Monitoring. The following Supervisor actions were not working as intended; Barge this Call, Monitor this Call and Coach this Agent. These actions should stop after the call ends, however Supervisors were able to hear all following calls. This has been fixed. Moving forward, the action will stop after the call ends. | |
| Uploading a new greeting audio file | Configuration → Devices/Extensions → View → Greetings → Edit Greeting (if 'no greeting' is listed). After adding a new audio file on this page, "Current File: file missing" would still display. This has been fixed. Instead of seeing "file missing" after uploading a new audio file, you will be able to play and download the audio file. | |
| Internal voicemails displaying wrong extension | When leaving an internal voicemail, the recipient sees their own extension on the voicemail. This is incorrect and misleading. We've implemented a fix. Moving forward, internal voicemails will display the caller's correct extension. | |
| Changes | |||
| Devices/Extensions "Voicemail" export | Export to CSV on 'Configuration → Devices/Extensions' page will now include a "Voicemail" column. The Voicemail column will display the current number of voicemail messages per device. | |
Release 3.3.7 06-20-19
| Release Features+ Add new feature | |||
|---|---|---|---|
| Fixes | |||
| Ready/Wait time discrepancy | Previously, time in "ready" status was only counted when the agent's next status was "talking." If an agent went from "ready" to "lunch," (or any status other than "talking") then time spent in "ready" was not counted. This has been fixed. Time spent in "Ready" status, regardless of the following status, will now count towards the agent's overall "Ready" time. | |
| Incoming Call: But your lines are busy now! | If an agent has two active calls and receives a third, they will see the following notification: "Incoming Call: But your lines are busy now!" We fixed an issue that prevented the agent from answering the third call even after ending one or both of their active calls. Moving forward, your agents will be able to answer the third call after ending one of their active calls. | |
| Reports: Agent Status Detail | There was an issue that caused "Export to CSV" and "Export to PDF" on this report to not work. Clicking either button would cause the performance dashboard to open in a new window. This has been fixed. You can once again successfully "Export to CSV" and "Export to PDF." | |
| Creating a new User | It was previously possible to create a new User with the same "username" and "password." For your security, this is no longer possible. An error message "The password can't be the same as email" will display and prevent you from creating the new User until the password is changed. | |
| Add New User Type | When adding a New User Type, you're able to select the "Homepage" that displays as soon as the User logs in. Some of the options listed within the "Homepage" drop-down were not valid pages to use as a Homepage which created issues when those Users tried to log in. This has been fixed. The invalid "Homepage" options have been removed. | |
| Recording Supervisor: Default home page | Configuration → User Types → Recording Supervisor → Edit. Recording Supervisors were unable to log in if their "home page" was configured to a page other than "calls." This has been fixed. Recording Supervisors are able to log in regardless of the "home page" configuration. | |
| Performance: Campaign Monitoring | We discovered that Inbound campaigns were duplicating dropped calls on Campaign Monitoring. Unfortunately this caused inaccurate reporting. The problem has been fixed, and dropped calls will no longer duplicate moving forward. | |
| IVR Audios | Routing → IVR Audios → Edit. We've noticed that downloading the "Current File" will save the file under a different name. This has been fixed. The downloaded file name will match the "Current File" name in IVR Audios. | |
| Agents Missed Calls tab | Voicemails should display a "Stop" button while playing and a "Play" button when finished. We fixed a confusing user experience that displayed the "Play" button after listening to a voicemail for more than 15 seconds. Moving forward, the "Stop" button will display until the voicemail finishes. We also fixed an issue with pagination on the Missed Calls tab. If an agent had multiple pages of voicemails, they were showing "NaN" instead of "1,2,3." They will now show the correct page number. | |
| Specifically define a Caller ID | Campaigns → Campaigns → Edit → Specifically define a Caller ID. Previously, using "specifically define a Caller ID" was not reflected on the Calls report. The "Global Caller ID" (Configuration → Main Settings) was displayed as the Caller ID on the Calls report. Moving forward, the Caller ID that's defined within "specifically define a Caller ID" will be displayed on the Calls report. As a reminder, only numeric values can be entered into this field. | |
| Intermittent Voicemails attachments | We fixed an issue that caused voicemails to intermittently not attach to email notifications. | |
| Changes | |||
| Call Results: "Result In" column | Campaigns → Call Results. We added a new "Result In" column that will quickly let you see if the call resulted in No Contact, Contact, Presentation or Success. The "Result In" column will also be included when you export Call Results to CSV. | |
| Reports: Agent Performance | You now have the option to export a "Detailed" version of this report. After clicking "Export to CSV," you can select "Summary" or "Detailed." The Summary version of the report was previously available; agent data for multiple days is combined. The Detailed version, instead of combining data, will list out each day of activity as a separate line item per agent. | |
| Text2Speech | We received feedback that the IVR step "Text2Speech" was too fast, and caused consumers to miss important information. To help prevent this from occurring, we added a "slow" parameter. Navigate to Routing → Call Paths / IVR. Edit your IVR that uses the "Text2Speech" action. Your text should be listed in Parameter # 1. You can add "slow" to Parameter # 2 to slow down the rate of speech. Be sure to save your changes! | |
Release 3.3.7 06-20-19
| Release Features+ Add new feature | |||
|---|---|---|---|
| Fixes | |||
| Ready/Wait time discrepancy | Previously, time in "ready" status was only counted when the agent's next status was "talking." If an agent went from "ready" to "lunch," (or any status other than "talking") then time spent in "ready" was not counted. This has been fixed. Time spent in "Ready" status, regardless of the following status, will now count towards the agent's overall "Ready" time. | |
| Incoming Call: But your lines are busy now! | If an agent has two active calls and receives a third, they will see the following notification: "Incoming Call: But your lines are busy now!" We fixed an issue that prevented the agent from answering the third call even after ending one or both of their active calls. Moving forward, your agents will be able to answer the third call after ending one of their active calls. | |
| Reports: Agent Status Detail | There was an issue that caused "Export to CSV" and "Export to PDF" on this report to not work. Clicking either button would cause the performance dashboard to open in a new window. This has been fixed. You can once again successfully "Export to CSV" and "Export to PDF." | |
| Creating a new User | It was previously possible to create a new User with the same "username" and "password." For your security, this is no longer possible. An error message "The password can't be the same as email" will display and prevent you from creating the new User until the password is changed. | |
| Add New User Type | When adding a New User Type, you're able to select the "Homepage" that displays as soon as the User logs in. Some of the options listed within the "Homepage" drop-down were not valid pages to use as a Homepage which created issues when those Users tried to log in. This has been fixed. The invalid "Homepage" options have been removed. | |
| Recording Supervisor: Default home page | Configuration → User Types → Recording Supervisor → Edit. Recording Supervisors were unable to log in if their "home page" was configured to a page other than "calls." This has been fixed. Recording Supervisors are able to log in regardless of the "home page" configuration. | |
| Performance: Campaign Monitoring | We discovered that Inbound campaigns were duplicating dropped calls on Campaign Monitoring. Unfortunately this caused inaccurate reporting. The problem has been fixed, and dropped calls will no longer duplicate moving forward. | |
| IVR Audios | Routing → IVR Audios → Edit. We've noticed that downloading the "Current File" will save the file under a different name. This has been fixed. The downloaded file name will match the "Current File" name in IVR Audios. | |
| Agents Missed Calls tab | Voicemails should display a "Stop" button while playing and a "Play" button when finished. We fixed a confusing user experience that displayed the "Play" button after listening to a voicemail for more than 15 seconds. Moving forward, the "Stop" button will display until the voicemail finishes. We also fixed an issue with pagination on the Missed Calls tab. If an agent had multiple pages of voicemails, they were showing "NaN" instead of "1,2,3." They will now show the correct page number. | |
| Specifically define a Caller ID | Campaigns → Campaigns → Edit → Specifically define a Caller ID. Previously, using "specifically define a Caller ID" was not reflected on the Calls report. The "Global Caller ID" (Configuration → Main Settings) was displayed as the Caller ID on the Calls report. Moving forward, the Caller ID that's defined within "specifically define a Caller ID" will be displayed on the Calls report. As a reminder, only numeric values can be entered into this field. | |
| Intermittent Voicemails attachments | We fixed an issue that caused voicemails to intermittently not attach to email notifications. | |
| Changes | |||
| Call Results: "Result In" column | Campaigns → Call Results. We added a new "Result In" column that will quickly let you see if the call resulted in No Contact, Contact, Presentation or Success. The "Result In" column will also be included when you export Call Results to CSV. | |
| Reports: Agent Performance | You now have the option to export a "Detailed" version of this report. After clicking "Export to CSV," you can select "Summary" or "Detailed." The Summary version of the report was previously available; agent data for multiple days is combined. The Detailed version, instead of combining data, will list out each day of activity as a separate line item per agent. | |
| Text2Speech | We received feedback that the IVR step "Text2Speech" was too fast, and caused consumers to miss important information. To help prevent this from occurring, we added a "slow" parameter. Navigate to Routing → Call Paths / IVR. Edit your IVR that uses the "Text2Speech" action. Your text should be listed in Parameter # 1. You can add "slow" to Parameter # 2 to slow down the rate of speech. Be sure to save your changes! | |
Release 3.3.8 08-06-19
| Release Features+ Add new feature | |||
|---|---|---|---|
| New Features | |||
| Calls: Custom Reports | We're excited to announce a new feature with the Calls report! We've added a "Save as" button next to Filters, Columns and Export. You now have the ability to save a custom versions of the Calls report. Determine which columns and filters are important to you, and click "Save as." After specifying a name, your custom report will be available directly under the "Calls" report link. You can hover over the custom report name and click the "X" to delete it at any time. You can also re-save columns and filters on a custom report without creating a new one. | |
| New Report: Agent Status Log | We took the "Agent Status Detail" report and made several improvements to create the new and improved Agent Status Log report. We wanted to make it easier to review an agent's status log over a set period of time. Some of our improvements include: a pie chart, icons added to "Status" column, adding "Status time," "Phone," and "Campaign" columns. Search filters have also been improved: search by Phone, one or multiple agents and by campaign. | |
| Fixes | |||
| Forms: not clearing out after submitting | We fixed a few forms that were not clearing out after Submitting/Saving. This created a confusing experience. If the form was Submitted/Saved again (because the Data wasn't removed), then a duplicate version would exist. The following forms have been fixed: Campaigns > Call Results > + add call result Routing > Phone Numbers > + new phone number Configuration > Conferences > + new conference Configuration > User Types > + add user type Configuration > Call Restrictions > + add new | |
| UI issues | We fixed two UI issues: 1) The "Report a problem" window would sometimes hide behind the main menu after being drag/dropped. This has been fixed. 2) Routing --> IVR Audios. The [download] button displayed incorrectly within Internet Explorer 11 and Edge browsers. | |
| Wrap form: "Revenue amount is required" | Certain Call Results may have "Require agents to enter revenue amount > $0.00" enabled. If that Call Result was chosen and submitted without revenue > $0.00, then "Please fix the following issues to continue: Revenue amount is required" would display as an error. The problem occurred if the agent then switched the Call Result to one that doesn't require revenue, because the wrap form wouldn't submit and essentially appeared to be Frozen unless a Revenue amount was submitted. This has been fixed. Moving forward, Agents will be able to submit a Call Result that does not require Revenue after being prompted with the "Revenue amount is required" error message. | |
| Forbidden page | If a User tries to view a page they do not have access to, they will now be directed to the new "Forbidden" page. The page states: "You don't have access to this page. If you have any concerns, please contact your administrator or supervisor. We also included a "go to previous page" button for convenience. | |
| Report a problem window | It was previously possible to send a report without selecting an issue. We now display "Please, choose an issue" as an error message. | |
| Agent Performance: Export 'Summary' to CSV | Exporting "Summary" to CSV did not include "Start Date" or "End Date." This was confusing if you referred back to the report and forgot the filtered dates. Moving forward, "Start Date" and "End Date" will be included. | |
| Automatic Call Distribution: Export to PDF | We fixed a problem that caused "504 Gateway Time-out" after trying to export a PDF that contained more than 300 results. Exporting a PDF with more than 300 results will no longer cause a time-out. | |
| Contact Lists: Search bar | While editing "Contact Lists" or "Do Not Call Lists," a search bar appears. Searching for something that returned "No records found" caused the search bar to disappear. This was a bad User experience, because it required you to go "back to contact lists" or "back to do not call lists." This has been fixed. Moving forward, if "No records found" is displayed.. the search bar will still be accessible. | |
| Surveys: Wait Time | "Wait Time" within Surveys 'General Settings' was previously only working with non-open ended questions (answers relayed via Dial Pad). Open ended questions used a default wait time of 1-3 seconds. This has been fixed: "Wait Time" will apply to both Open Ended and non-Open Ended questions. | |
| Agent Declines: Inactive Users | Inactive users will now be greyed out and strikethrough on the Agent Decline report. Previously, you could not easily differentiate inactive users from active users when searching with the default "All agents" filter. | |
| Agent Monitoring: Monitor/Coach/Barge | We fixed an issue that allowed "Monitor/Coach/Barge" action to remain after the initial call ended. The "Monitor/Coach/Barge" action will now end after the call ends. We also fixed an issue that sometimes displayed the wrong Agent's name while "Monitoring/Coaching/Barging" a call. The correct Agent's name will display moving forward. | |
| Performance: Inbound Calls | We fixed an issue that caused data in this report to reset. | |
| Use Device Caller ID | When "Use Device Caller ID" was used on a campaign, we incorrectly displayed the device name within "Caller ID" on reports. Moving forward, "CallerID for Manual Calls" (minus the description on the phone number) will be used. | |
| Local Area Number IVRs: rebuild for all phone numbers | Adding phone numbers to the "Blacklist" requires "Rebuild for all phone numbers" on the specific IVR the caller dialed. We had a problem with Local Area Number IVRs, because we couldn't "Rebuild for all phone numbers." This meant that Local Area Number IVRs could not successfully blacklist a caller. This has been fixed: you can now "Rebuild for all phone numbers" on Local Area Number IVRs. | |
| Wrap form: blank "Call Result" | If "Call Result" field was blank when the wrap form was submitted, then the call was not counted on the Teams page table. This has been fixed. Submitted wrap forms with a blank "Call Result" will now display on the Teams page table. As a reminder, you can "Require Call Result" within a specific campaign. Edit the campaign and go to the "Call Results" tab. | |
| Call Details: Hold time | We fixed an issue that sometimes prevented "Hold time" from displaying on the Call Details page even if it was visible on the Calls report. | |
| Calls report: Listen column | We fixed an issue that caused "Hold Time" to be excluded from the "Listen" column duration on the Calls report. Moving forward, "onhold" time will always be included in the "Listen" duration. | |
| Changes | |||
| Campaigns: Contact Lists | We made a visual change to the "Who to Call" and "Who to Send to" Campaign setting tabs. After clicking on a contact list to select or deselect it, a loader graphic indicates that the request is processing. After the request is complete, "Changes have been saved!" will flash at the top of the page. We added this loader image to help notify you if the request was still processing. If you leave the page before the request completes, the change won't apply. | |
| Teams: Search bar | Agents --> Teams. As you continue to create more teams, we want to make sure you can easily find them as quickly as possible. Take advantage of the newly added search bar, instead of scrolling through the list, the next time you're on the Teams page. | |
| Calls Report: Idle time and Hold time | We are renaming "Wait time" to "Idle time." Our definition of "Idle time" is the amount of time an agent spent in "Ready" status prior to receiving a call. A new column, "Hold time" is also being added to the Calls report. Our definition of "Hold time" is the amount of time a consumer waited for an agent after their call was initially answered. On direct dial calls, “Hold time” starts once the Agent answers the call and places the caller on hold. On IVR calls, “Hold time” starts as soon as the IVR answers the call and lasts until an Agent is connected to the caller. Additional hold time can accrue on IVR calls if the Agent places the caller on hold. | |
| Agent Performance: Filter by Campaign | Reports --> Agent Performance. We added a "Campaign" filter on the Agent Performance report. Now you can quickly view your Agent's performance within specific campaigns during a set time frame! Please note that the following columns are hidden when you filter by Campaign: Days worked, Online time, Ready time, Not Ready time and Break time. | |
| 6 New Tooltips | We added new tooltips to the following pages: Intelligent Queue, Main Settings, Phone Number Type, Devices / Extensions, Call Restrictions and Conferences. | |
| Contact Lists: Do Not Call Lists | List files must be in CSV format. It was previously possibly to upload non-CSV files. We now display "Incorrect file type" after preventing a non-CSV file from being uploaded. | |
| Agent Interface: Wrap Form Timeout | If "Revenue" is a required field and the agent allowed the Wrap Form Timeout to reach 0, the required "Revenue" field prevented the wrap form from auto-submitting. This has been fixed. The Wrap Form Timeout will take priority, and the form will auto-submit even if the required "Revenue" field is blank. | |
| Reports: Preview Skip Report | We made a minor change to the "Preview Skip Report" to help make it more user-friendly. Now, active Agents within "Agent Name" column can be clicked so you can easily navigate to their profile. | |
| Saving audio files with microphones | Using flash to record audio files is an old technique, but it's currently supported on most web browsers. If your browser can use modern techniques to record audio files, HCC will prioritize that over Flash. | |
Release 3.4.0 09-25-19
| Release Features+ Add new feature | |||
|---|---|---|---|
| New Features | |||
| IVR Step: Create Campaign Call | Tracking after-hours calls can be tricky, but it doesn't have to be! We've added a new IVR Step "Create Campaign Call" that will assign a pre-determined Campaign when someone calls after-hours. This is ideal when using Scheduler to re-route after-hours calls on your main IVR, because those call never route to a campaign. | |
| Handle Time and Average Handle Time | We're adding Handle Time (Calls report & Agent Performance) and Average Handle Time (Agent Performance). These metrics will highlight the duration of calls for an agent, and will help you drill down on wrap time, talk time or hold time to lower an agent's overall handle time. Handle Time is the overall time it takes an agent to handle a call from start to finish (Talk Time + Hold Time + Wrap Time). Average Handle Time is the average time it takes for an agent to handle a call from start to finish ([Talk Time + Hold time + Wrap time]/total number of calls). | |
| Fax IVR: email notifications | Parameter # 2 can now be used on the "AGI" action of Fax IVRs. List out emails, separated by commas without spaces, that should receive a notification each time a new fax is received. | |
| Fixes | |||
| Agent Activity and Agent Monitoring: Status and Time | Agent Activity and Agent Monitoring both display "Status" and "Time" columns. "Status" displays the Agent's current status, and "Time" displays the amount of time spent in the current status. Previously, "Time" continued to increase when an agent went to "LOGOFF" status. Moving forward, "Time" will not display while agent is in "LOGOFF" status. | |
| Campaign: Use Device Caller ID | Outbound Preview and Manual campaigns both have the option to "Use Device Caller ID" on the General campaigns settings tab. Users with letters in the "CallerID for Manual Calls" field (Device / Extension) displayed "asterisk" as their Caller ID, because only numeric values are allowed. To help prevent this from occurring, we added logic to automatically use "Global Caller ID" if the User's "CallerID for Manual Calls" contains letters. We also added a tool-tip under "CallerID for Manual Calls" that states: "If "Caller ID for Manual Calls" contains alphanumeric symbols, then "Global Caller ID" will display during the call within the agent interface. Only numeric characters are allowed for outbound calls." | |
| Calls report: Phone filter | While searching for a "1-XXX-XXX-XXXX" number in the Calls report, filtering by "XXX-XXX-XXXX" in the "Phone" field would not find "1-XXX-XXX-XXXX" in the search results. Moving forward, you will be able to search for 1-XXX-XXX-XXXX with or without the leading 1. | |
| Agent Performance: results table | Exporting the results to CSV displayed results beyond 100, but the web interface results table previously maxed out at 100 results. This has been fixed: the web interface will now display more than 100 results. | |
| Blacklist: results table | The Blacklist results table displays 100 phone numbers per page. If your Blacklist contained over 100 phone numbers, it was previously not possible to view page 2. This has been fixed. Moving forward, you will be able to view and edit your Blacklisted numbers that exceed 100. | |
| Global DNC: edit DNC record | Admins were previously unable to edit the "Reason" on a global DNC record, because "This phone number already exists in the DNC Global list" displayed as an error. This has been fixed. Admins are now able to edit the "Reason" on a global DNC record. | |
Release 3.5.0 10-17-19
| Release Features+ Add new feature | |||
|---|---|---|---|
| New Features | |||
| Agent Scripts | Agent Scripts are pre-written guides that are used to promote consistency, reduce training time, and increase Agent confidence. We’ve created a convenient way for Agent Scripts to be visible within HCC campaigns. With this addition, Agents won't have to look at a different screen or piece of paper to follow a script. Navigate to Campaigns > Agents Scripts to take a look! Please refer to the Release Notes email for additional instructions on setting up your first Agent Script. | |
Release 3.6.0 11-06-19
| Release Features+ Add new feature | |||
|---|---|---|---|
| New Features | |||
| Stealth Voicemail campaign | Change the way you communicate with potential and existing clients! We are excited to announce our newest Hosted Contact Center feature: Stealth Voicemail Campaign! Stealth Voicemail campaigns send voicemail messages without ringing the recipient's phone. This feature allows you to avoid “hang-ups” and can minimize the number of “No contact” calls with consumers. You can simply deliver your message while still allowing the consumer to call back if desired. The configuration is designed to be frictionless and is similar to the set up of other campaigns. Learn how to Configure and Run Stealth Voicemail campaigns here. | |
| Reports: Messages | With the addition of Stealth Voicemail campaigns, we've also added a new report: Messages. This report will make keeping track of all sent Stealth Voicemails messages a breeze! Please refer to the "Reports/ Messages report" section for additional information about the Messages report and Message Details page. | |
| Calls report: IVR time and Queue time | We've added IVR time and Queue time to the Calls report and Calls Details page! IVR time is the time the caller spent before selecting an IVR option and entering a campaign. Queue time is the amount of time a caller spent in an IVR queue before an Agent answered their call. With this addition, you can now calculate Average Speed to Answer (Total Queue Time / Total Calls) to maximize your center's efficiency. Please note that these definitions and more can be found within the Calls report Tooltip! | |
| Changes | |||
| Adjusting "Hold time" definition on Calls report Tooltip | Our definition of "Hold time" has adjusted with the introduction of "Queue time." Previous Hold time definition: the amount of time a consumer waited for an agent to answer their call (captures time before the consumer’s call is initially answered and time spent “on hold” after connecting to an agent). New Hold time definition captures time spent “on hold” after connecting to an agent. | |
| Require Call Result: Warning message | We’ve noticed that some of our clients are misusing “Require Call Result” functionality by not selecting at least one call result (Campaigns > Campaigns > Edit Campaign > Call Results tab > Require Call Result) which prevents agents from saving the Wrap Form. In order to minimize the likelihood of this occurring, we've added a warning message. | |
| Agent Performance: Dynamic Sessions | To help ensure campaign reporting is accurate, we’ve added a notification to inform Admins that we currently do not support dynamic sessions: "The following agents are online: Agent X, Agent Y. Please have them log off before you 'Run' this campaign to ensure campaign reporting data is tracked." Admins will then be able to select "Go back" or "Got it, run campaign!" after reading the disclaimer. This means that in order to receive accurate data within the Agent Performance report, the Admin should make sure that all Agents are offline prior to Running a campaign. This is a temporary measure and we are working on a feasible solution that will help avoid this inconvenience in the future. | |
| Minute Usage Report Improvement | How Total calls and Billable calls were previously calculated for a specific reporting period: Total calls = Campaign calls Billable calls = Answered Inbound calls + Answered Outbound calls Billed minutes = Billable calls minutes How Total calls and Billable calls are now calculated to improve accuracy: Total Calls = Billable calls + Internal calls Billable Calls = Answered Inbound calls + Answered Outbound calls Billed minutes = Billable calls minutes Please note that data listed within the Minute Usage report prior to October 1st will use the old calculations. October 1st and beyond will use the new calculations. | |
| Calls Report: IVR_Inbound / IVR_Outbound | You'll notice two additional “Campaign” column classifications on the Calls report. To help identify calls that do not route to a campaign, we’ve added the following classifications: IVR_Inbound: Inbound calls that do not route to a campaign. IVR_Outbound: Outbound calls from IVR (when IVR Step Action “Dial Outside Number” is used). These calls will display within the Calls report, but will not contain some of the Columns related to calls that are routed to Campaigns. For example: Agents/Call result/Queue time, etc. You can quickly filter “IVR_Inbound” and “IVR_Outbound” calls by navigating to: Reports > Calls > Filters > Campaign > IVR_Inbound or IVR_Outbound > Update | |
Release 3.6.4 2020-01-16
| Release Features+ Add new feature | |||
|---|---|---|---|
| New Features | |||
| sFTP Call Results Report Update | Editable Fields added under the Agent Screen tab of Campaign Settings will now be included in the "Call Results" report exported to the Intelligent Contacts provided sFTP folder (when enabled. If you do not currently receive the exported "Call Results" report in your sFTP folder and would like to, please contact our Support Team at support@intelligentcontacts.com) | |
| Fixes | |||
| Unable to Add Call Results to Non-Campaign Calls | After the addition of the IVR_Inbound Campaign in Release 3.6.0, agents were unable to assign call results to calls made directly to their extensions. In this Hotfix, Call Results are being added to IVR_Inbound so that agents can properly status direct calls. | |
Release 3.6.5 2020-01-28
| Release Features+ Add new feature | |||
|---|---|---|---|
| Performance Updates | |||
| Increased Answering Machine Detection (AMD) Precision | AMD service's detection capabilities were fine-tuned, increasing AMD precision. | |
Release 3.6.6 2020-02-19
| Release Features+ Add new feature | |||
|---|---|---|---|
| New Features | |||
| Call Restrictions: Export to CSV | Admins can now export Configuration > Call Restrictions to CSV. The following headers will be included in the export: Title | Effective From | Effective To | Status | States | Zip codes | Area codes. Restrictions that include multiple states, zip codes, or area codes will divide those fields with a "|". (e.g. A restriction affecting 3 area codes would display those codes as 12345|67890|11121) | |
| Fixes | |||
| Dashboard: "Calls by Day" Widget | The "Calls" dashboard widget was not properly displaying data when set to "by Day" for days with a leading 0 (e.g. 01, 02, etc.). This has been corrected. | |
| Performance > Campaign Monitoring and Campaign Stats | An issue with different values reflecting for the same campaign within Performance > Campaign Monitoring and Performance > Campaign Stats has been resolved. | |
| Send Queue to VM with Logged-in Supervisor | Previously, the "Exit hold queue if 0 Agents available" function in the Team settings considered a Supervisor as an "Agent" for the purpose of determining whether or not a caller would be kicked out of the queue. This has been corrected and callers will be kicked out of the queue only if there are 0 "Agent" type users logged in and available. | |
| Reports / Agent Status Log - Cold transfer: "Wrap" Status | Previously, Agents who cold transferred a call would not display in "Wrap" status in Reports > Agent Status Log nor would "Wrap Time" be displayed in the "Calls" report for the initial call. The Agent Status Log and Calls report will now accurately reflect the Wrap status and "Wrap Time" for Agents who cold transfer calls. | |
| Stealth Voicemail Speed Limit Changes | Previously, when saving changes to a Stealth VM Campaign's "Speed Limit", the following warning would display: "If you change your campaign type to "Outbound / Stealth Voicemail", your "Who to Send to" contact lists will be automatically unassigned." If you click "OK", the contact lists assigned to the campaign would be removed. The Speed Limit can now be adjusted without prompting the above message or removing the existing contact lists from the campaign. | |
| Changes | |||
| Campaign Monitoring: LiU and DL | "We have made changes to two columns within ""Campaign Monitoring: ""LiU"" (# of lines dialer by Campaign"" and ""DL"" (Used Lines by Agents) Previously these columns would display data even if the campaign had stopped. If the campaign is stopped, ""LiU"" will reflect as ""0"" once there are no agents on calls, and ""DL"" will display as ""---"". ""LiU"" = total calls in queue + total active calls. ""DL"" = total active calls " | |
| Rename "Outbound" column to "Calls" in Performance > Campaign Stats | Due to the "Outbound" Column in Performance > Campaign Stats including Inbound calls as well, we are renaming the column to "Calls" to better reflect the contained data. | Campaign Stats"> |
Release 3.7.0 2020-07-04
| Release Features+ Add new feature | |||
|---|---|---|---|
| New Features | |||
| Dial Table, Campaign Monitoring And Inbound Calls: Column Definitions | Column definitions have been added to Dial Table, Campaign Monitoring and Inbound Calls! Find these pages under "Performance" and click the blue (?) at the top of the page to view related column definitions. Click (?) again to hide definitions. | |
| Calls Details: Related Calls | Reports > Calls > Call Details > Related Calls. A new "Related Calls" field has been added to Call Details. Related calls capture call legs from cold and warm transfers. If "Related Calls" are found, click the number hyperlink and you will be redirected to a filtered Calls report view of all related calls. | |
| Calls Report: IVR Name | A new "IVR name" column has been added to the Calls report in order to identify the last IVR the call was routed through. IVR name has also been added to Filters, Call Details, CSV exports and sFTP exports. There are situations where you may see "IVR name is not retrievable." These include: Manual or Preview campaign calls, IVR does not have an assigned phone number, and when the assigned IVR phone number contains letters. | |
| DNC: Require & Show Agent Name | A new setting has been added that requires Agents to enter a reason when marking a number as DNC (do not call) if enabled. Configuration > Main Settings > Require agents to enter a reason after marking lead as DNC. Note that this setting only displays if both "Allow agents to mark leads as DNC" and "Allow disposition DNC statuses" are enabled. To help with tracking, we also added a new "Agent" column to notate the Agent's name that marked a number as DNC. The Agent's name will be captured with newly added DNC's moving forward, and is independent of "Require agents to enter a reason after marking lead as DNC." View the "Agent" column here: Contact Lists > Do Not Call Lists > Edit DNC list. | |
| Agent "HELP" Button | We've added a new "HELP" button that Agents can utilize while logged into the web interface. The "HELP" button displays to the right of "Report a problem" and is easily identifiable with a bright red background. Once clicked, Supervisors will see the related "Agent Name" blinking with a red background for up to 30 seconds within Agent Monitoring. The blinking "Agent Name" notifies Supervisors that help is needed, and stops as soon as a Supervisor selects "Monitor this call," "Coach this Agent" or "Barge this call." After a Supervisor is connected, the Agent receives confirmation by seeing the button change to "HELP: connected" with a green background. It's also possible for the Agent to cancel their request by clicking "CANCEL" before a Supervisor connects to their call. | |
| Fixes | |||
| Revenue By Month Widget: Incorrect Values For Current Month | Performance > Dashboard > Revenue by Month. Revenue by Month widget was not aligned with revenue values displayed within Calls report. This has been fixed. | |
| Agent Activity: Missing "Phone #" And "Campaign" When Status Is On Hold | The Agent Activity performance report previously did not display data within "Phone #" or "Campaign" columns when an Agent went to "on hold" status. This has been fixed. Phone # and Campaign columns will display correctly when an Agent is in "on hold" status. | |
| Agent Monitoring > Coach This Agent | Performance > Agent Monitoring > Coach this Agent. We found a rare situation where the Caller could hear the Supervisor when "Coach this Agent" was used. This has been fixed. Only the Agent will hear a Supervisor when "Coach this Agent" is used. | |
| Manual Imports: Lead_phone1 - Lead_phone12 | Contact Lists > Contact Lists > + import contact list. It's possible to import lead_phone1 - lead_phone12 headers via sFTP import, however they were not imported successfully via manual import. This has been fixed. You can now import lead_phone1 - lead_phone12 via manual import. Please note that these headers have been added to "HELP: Import Fields" and "Download Example." | |
| Contact Lists: Reset Call Results | It's possible to reset call results associated to a conact list: Contact Lists > Stats > Call Results tab > select Call Result(s) > "Results" column > check "Clear Attempts" > click "Reset." We fixed an issue that sometimes prevented selected call results from displaying in the "Results" column. Please note that call results with "Is this result Final" checked can not be reset until that checkbox is removed. | |
| Agent Scripts: Not Displaying After Transfer | Agent Scripts can be assigned to a campaign via Campaigns > Edit campaign > Agents Screen > Agent Script. We found a problem that sometimes occurred after an Agent transferred a call with Agent Script enabled: Agent Script placement was reset when the receiving Agent accepted the transfer. This has been fixed. After transfer, Agent Script will display the placement where the original agent stopped. | |
| Call Legs For Cold & Warm Transfers | We fixed issues related to cold & warm transfers: Cold transfers involve an Agent transferring the call without first talking to the person that receives the call. Cold transfers previously displayed a Call Details URL for the first leg of the call, but not the second leg. The "call result" and "termination event" for the first leg of the call displayed what occurred within the second leg of the call. Warm transfers involve an Agent talking to the person that receives the transferred call before the two calls are bridged together. Warm transfers previously displayed all related Call Detail URLs, however "call result" on the first leg displayed what occurred within the second leg of the call. These issues have been fixed. Cold and warm transfers will accurately related call legs with correct "call result" and "termination event." | |
| Calls Report: Missing Wrap Time On Calls With "Transfer" Termination Event | We found an issue that sometimes caused wrap time on Inbound calls with "Transfer" termination event to not display on Calls report. This has been fixed. Inbound calls with "Transfer" termination event will display correct wrap time on Calls report. | |
| Calls Results With "Recall" Configured | Campaigns > Call Result > Edit Call Result > Recall. Enabling "Recall" on a Call Result allows you to enter a number (in seconds) that is used to determine how much time must pass before the number is eligible to be recalled. We found instances where "Call back later" on Wrap Form was not adhering to the configured "Recall" time. This has been fixed. The earliest "Call back later" time takes current time + configured "Recall" time into consideration. For example, if an Agent enters Wrap at 12:00 PM and uses a Call Result with "Recall" configured to 1800 seconds then the earliest available "Call back later" time will be 12:30 PM. | |
| Message Details: Unable To Hear Audio Message On Deleted Campaign | Reports > Messages > Message Details > Audio message. We fixed a problem that prevented Audio messages from playing if the related campaign was deleted. | |
| Devices / Extensions Voice Mail: Send Notifications By Email | If a Device / Extension had "Allow Voice Mail" checked but "Send Notifications by Email" unchecked, then notifications for old and deleted voicemails were relayed via email after "Send Notifications by Email" was eventually checked. This has been fixed. Moving forward, only new voicemail notifications will be sent after "Send Notifications by Email" is checked. | |
| "NOT READY" Status While Agent Is On A Campaign Call | We fixed a specific scenario that allowed agents to change their status while on a campaign call. This potentially led to confusing situations where an agent would display "NOT READY" status while being connected to a campaign call. This situation occured when an agent placed an inbound call on hold before answering it. When the agent answered the call, "Save and finish the call" appeared on the wrap form for two seconds. If the agent clicked "Save and finish the call" then their status buttons displayed, and they could select a status such as "NOT READY." This has been fixed! "Save and finish the call" will not appear if an agent places an inbound call on hold prior to answering it. | |
| Call Back Later: Error Notification | We now display an error when an agent tries to submit a wrap form with "call back later" checked if call back later time is less than the time of the submitted wrap form or call result with recall value configured. For example, an Agent cannot submit a wrap form with "call back later" set to 1:30 PM if they're submitting the wrap form at 1:31 PM. This was implemented to prevent situations where an agent selects an appropriate time then allows some time to pass (thus making the call back later time invalid) before submitting the wrap form. The error states: Please insert a valud Callback later on value. The Callback later on cannot be less than Call Results submission time or Recall value (# seconds) configured by the administrator. | |
| Closing Web Browser Without Logging Out | We discovered an issue that occurred after an Agent closed their web browser without logging out of the agent interface. These agents displayed as online after 5 minutes of inactivity. This has been fixed. Agents will be logged out automatically after 5 minutes of inactivity if they closed their web browser without first logging out. | |
| Changes | |||
| Agent Activity: Agents Not Logged Into Agent Interface | Performance > Agent Activity. Agents that made calls while not logged into the agent interface were previously not visible within Agent Activity. We've made some changes, and these agents' activity will now display! Please note that "User Type" must be set to "Agent" in order for their activity to display. The following text has been added to the Agent Activity page as a reminder: "To be able to see all agents, please make sure your agents' extensions have assigned Users with the "Agent" type." | |
| Agent Activity & Agent Monitoring: Total Time Idle & Average Idle Time | We previously renamed "Wait time" to "Idle time" on Release 3.3.8. As a reminder, our definition of "Idle time" is the amount of time an Agent spent in "Ready" status prior to receiving a call. The Agent Activity and Agent Monitoring performance reports contained columns for AW (Average Waiting Time) and Wait (Total Waiting Time). These column names have been changed to AI (Average idle time) and Idle (Total time idle). | |
| Caller Requested CallBack Improvements | We made a few changes to improve caller requested callbacks! In order to enable caller requested callbacks, navigate to Agents > Teams > Edit team > check "Allow Callers to exit hold queue by pressing any number." 1) Two hints will display as soon as "Allow Callers to exit hold queue by pressing any number" is checked. The first is a reminder that "8" is hardcoded for callers to request a callback. Callers are notified of this opton through "Periodic announcement to play to callers" which is also configured on the Team page. The second hint states how digits (other than 8) can be configured to also allow callers to exit the hold queue. 2) "Route Callback requests to a specific campaign" setting has been added. This setting displays after "Allow Callers to exit hold queue by pressing any number" is checked. By default, outbound "Call Back" calls (placed to return caller requested callbacks) are dialed from the campaign that received the request. "Route Callback requests to a specific campaign" can be used to configure a different campaign to place the outbound "Call Back" calls. Please note that only campaigns associated to the team will be selectable. 3) "Unanswered CallBacks are sent to this VM box" setting has been added. This setting displays after "Allow Callers to exit hold queue by pressing any number" is checked. By default, a VM box is not configured. If a "Call Back" is placed after a caller requested callback is received, then the call will eventually disconnect if an Agent is not available to answer. In these rare situations, "Unanswered CallBacks are sent to this VM box" can be used to ensure the caller is able to leave a voicemail. 4) A new "Caller Callbacks Waiting" widget is now available within the Dashboard. Use this to monitor the current number of caller requested callbacks. 5) "CBK" call result will be used when a caller requested callback is received. "Call Back" call origin will be used when an outbound call is placed to retu | |
| Teams: No Audio Prompt | Agents > Teams > Edit Team > Prompts. A new default option "-" has been added to Prompts. When "-" is selected, an audio prompt will not be played. | |
| Campaigns Page Improvements | We realize it can become increasingly difficult to locate a specific campaign as your list continues to grow. To reduce the amount of time it takes to locate a specific campaign, we've made several improvements to the Campaigns page: 1) New filters have been added that allow you to search by campaign status (Running, Stopped, Scheduled) and campaign type (Preview, Inbound, Manual, etc.). 2) The following campaign columns can now be sorted: Name, Type & Team. 3) Stopped campaigns will appear greyed out until they're "running." 4) We've added a new "Contact List" column to the campaign page. Click on "show contact lists" to see contact list(s) related to a campaign. | |
| IVR_Inbound: Configuring Call Results | IVR_Inbound was added on Release 3.6.0. This "campaign" captures inbound calls that do not route to a campaign, and was previously uneditable. We've made some changes, and you now have the ability to configure available call results for IVR_Inbound through the Campaigns page. A new hint has also been added next to IVR_Inbound on the Campaigns page as a reminder that call results can now be configured. Navigate to Campaigns > Edit IVR_Inbound > Call Results tab. | |
| Deleted Campaigns | Deleted campaigns previously displayed as "deleted" within the Calls report, Call Details page and Agent Status Log. To help with reporting, these pages will now display the deleted campaign's name and will continue to appear greyed out with strikethrough. Deleted campaign names will also be included on exports of these reports. | |
| Call Restrictions: 2 Minutes To Activate | Configuration > Call Restrictions. Call restrictions can be used to restrict calls to specific State(s), Zip code(s) and area code(s) within a specific date range. Adding a new call restriction or editing an existing call restriction takes 2 minutes to activate. To raise awareness and eliminate confusion, we've added the following informative text: 1) When adding a new call restriction: "Please note: New Call Restrictions will take 2 minutes to activate." displays when adding a new call restriction. 2) When editing an existing call restriction: "Please note: Call Restriction changes will take 2 minutes to activate." displays when editing an existing call restriction. | |
| Upload Greetings To New Devices/Extensions | Greetings can now be uploaded through the interface on new Devices/Extensions that have "Allow Voice Mail" checked. This change omits previous steps which required actions from the related phone/softphone. Add a new Device / Extension with "Allow Voice Mail" checked > locate new Device / Extension on the list page > click "view" within Voicemail column > click "Edit" icon next to Greeting that needs to be uploaded > click "add audio file" > upload a new audio file or record one with your microphone and save. | |
| Devices / Extensions: Pagination | With organizational improvements in mind, pagination has been added to the Devices / Extensions and related voicemails. Configuration > Devices / Extenions: fifty devices/extensions will display per page, and filters will return results from all pages. Configuration > Devices / Extensions > click "view" within Voicemail column: 100 voicemails will display per page, and you can now search by "Start Date" and "End Date." | |
| Calls Report: Team Filter | A new "Team" filter has been added to the Calls report. Use this filter to quickly search for one or multiple teams. | |
| Calls Report: Call Notes Added To "Export to CSV" | Call notes are now included when "Export to CSV" is used on the Calls report. | |
| Messages Report: Account ID | Account ID's can be assigned to a contact via Contact List. We've added "Account ID" to the messages report, filters, export to CSV and message details. | |
| Trends Report: Average Callback Time | Average callback time has been added to the Trends report. | |
| Trends Report: Export To CSV | We've added the ability to export data from the Trends report to CSV. Reports > Trends > Export to CSV. | |
| Agent Performance: Callback time | Callback time has been added to the Agent Performance report. | |
| Access Log Report: Team Member Priority Sliders | Agents > Teams > Edit Team > View Members > Priority in This Team. Changes made to "Priority in this Team" are now tracked within the Access Log report. The "Action" is listed as "Changed team member priority" and the "Parameters" list the previous and new value along with the agent and associated team. | |
| Access Log Report: Export To PDF Removed | Reports > Access Log. "Export to PDF" has been removed from the Access Log report. Please note that "Export to CSV" is still available, and the CSV file can be converted to PDF. | |
Release 3.8.0 2020-09-03
| Release Features+ Add new feature | |||
|---|---|---|---|
| New Features | |||
| Option to allow agents to access multiple voicemails | In order to add more flexibility with voicemail access and management, the Admin interface was enhanced to support additional voicemails associated with other Devices/Extensions. This access is modified by Clients in the Admin interface through "Agents" -> "Edit Agent" -> "Agent Voicemail Access" section. Once the access to a new extension is granted, these extensions will be listed on the Agent’s “Voicemail” tab / “My Voicemail” (on the right side of the Agent's interface). | |
| Manage team members live search option | Adding new Agents to a Team was tedious for Clients with a large number of Agents. This process has been simplified by adding a "live search" option that will allow clients to add new Agents to an existing team much faster. This search option will appear in the Admin interface -> "Teams" -> “View Members” -> “+add members”. | |
| Fixes | |||
| Other Included Fixes | - In some specific scenarios, an Agent could not dial an external number after the external number was put on hold and an internal call had been made when a Wrap Form submit had not been submitted yet. The Agent could not dial the number even after refreshing the page, log out / log in, and kick-off, thus being in the "READY" status. After the fix, the phone number will be available for dialing if the internal wrap form was not submitted. - A problem was identified wherein an Agent had been removed from a Team, yet continued to receive calls and appear on Campaign Monitoring. This occurred during a Preview Campaign; the issue was resolved to prevent the delivery of calls to the Agent as well as correct the "Performance Campaign Monitoring" feature. - Within this release, we also fixed an issue with a number that had been previously added to the "Do not Call" list and then removed from it but remained inaccessible for dialing. - A fix was implemented for an issue related to contact list import from the Admin interface (with Enabled Cell Scrubbing and Cell Separate settings). Due to improper header length, Clients could get an error while trying to upload new contact-lists. - Under certain specific configurations, the system was creating two duplicate recordings for one call. The issue was related to the "Start full call Recording" and "Campaign" IVR steps and how the system was working with those actions. A code fix was implemented to resolve this issue. - Was identified that when a client finishes answering the survey questions earlier than the agent saves and submits the wrap form -> on the Routing/Surveys page for the corresponding survey, the "account ID" was sometimes displayed incorrectly or was not displayed at all. This issue has been corrected. - An issue was resolved with attempting to download the Call Results from "Call Results in Queue". The report was not downloaded but instead, directed users to the Dashboard. | |
| Other Included Fixes | - Was discovered that when renaming a linked IVR added to an existing IVR as parameter #2 via “Go To if Time” variable, and doing a rebuild of this IVR, the parameter #2 via “Go To if Time” that contained the name of linked IVR is changed to a null value. After this release, the value of this parameter will be updated even if the linked IVR will be renamed; and - A few other small fixes. | |
| Changes | |||
| IVR Builder fine-tuning | To improve the IVR Builder workflow and avoid possible misunderstandings and errors, the following changes have been implemented: the "Save" button was renamed to "Save as Draft" and the "Rebuild" button was renamed to "Save & Publish". These changes are found in: Admin interface -> Routing -> Call Paths / IVR -> IVR edit section. | |
| Agent login with no active campaigns | When all assigned campaigns were "stopped", Agents were not able to login to the Agent interface. After this release, Agents will be able to log in and a warning message will be displayed: "There are no active campaigns at the moment. If you have any questions, please contact your supervisor/administrator". | |
| "Agent Monitoring / Agent Activity" Column Settings renaming | To make the settings more explicit, the column settings checkboxes "Total waiting time" and “Average waiting time (AW)” from "Agent Monitoring / Agent Activity" pages were renamed so after this release the "Total waiting time" will be displayed as "Total idle time" and the checkbox "Average waiting time (AW)" will be displayed as "Total idle time (AI)". | |
Release 3.9.1 2020-09-29
| Release Features+ Add new feature | |||
|---|---|---|---|
| New Features | |||
| IVR Statuses | With this new release, the IVR's list page has been enhanced to include a new "Status" column, designed to provide to our Clients better visibility to the existing IVR's. A green "Live" status will appear when all the steps have been published ("Save & Publish" button has been clicked). If not all IVR steps have been published, the status will be displayed as "Draft". For more details please click on the top Help [?] icon on the "Routing" -> "Call Paths / IVR" page. | |
| Fixes | |||
| Other Fixes | - We've improved and optimized the Contact List import process with additional validation of the records. With this additional validation, contact lists with a large number of records will not be assignable (grayed out checkbox) to any campaign until contact list records are fully uploaded. - We fixed an issue when a missed direct dial call was marked as an "anonymous" even for the caller with the valid Caller ID. This situation manifested itself in the case when the Agent that is being called, declined it and refreshed the interface page. After these actions, the declined call was shown in the "Missed Calls" sidebar info panel as from an anonymous person/number. | |
Release 3.9.2 2020-09-29
| Release Features+ Add new feature | |||
|---|---|---|---|
| New Features | |||
| IVR Statuses | With this new release, the IVR's list page has been enhanced to include a new "Status" column, designed to provide to our Clients better visibility to the existing IVR's. A green "Live" status will appear when all the steps have been published ("Save & Publish" button has been clicked). If not all IVR steps have been published, the status will be displayed as "Draft". For more details please click on the top Help [?] icon on the "Routing" -> "Call Paths / IVR" page. | |
| Linked IVRs | In addition to the "Status" column, we've also improved our IVR feature with a "Linked IVRs" column that will display the IVR's chain (IVR that route or are routed) for a specific IVR record. The number will be displayed as a hyperlink and when clicked, you will be able to see all the linked IVRs details and their current status. | |
| Fixes | |||
| Other Fixes | - We've improved and optimized the Contact List import process with additional validation of the records. With this additional validation, contact lists with a large number of records will not be assignable (grayed out checkbox) to any campaign until contact list records are fully uploaded. - We fixed an issue when a missed direct dial call was marked as an "anonymous" even for the caller with the valid Caller ID. This situation manifested itself in the case when the Agent that is being called, declined it and refreshed the interface page. After these actions, the declined call was shown in the "Missed Calls" sidebar info panel as from an anonymous person/number. | |
Release 3.9.0 2020-09-29
| Release Features+ Add new feature | |||
|---|---|---|---|
| New Features | |||
| IVR Statuses | With this new release, the IVR's list page has been enhanced to include a new "Status" column, designed to provide to our Clients better visibility to the existing IVR's. A green "Live" status will appear when all the steps have been published ("Save & Publish" button has been clicked). If not all IVR steps have been published, the status will be displayed as "Draft". For more details please click on the top Help [?] icon on the "Routing" -> "Call Paths / IVR" page. | |
| Linked IVRs | In addition to the "Status" column, we've also improved our IVR feature with a "Linked IVRs" column that will display the IVR's chain (IVR that route or are routed) for a specific IVR record. The number will be displayed as a hyperlink and when clicked, you will be able to see all the linked IVRs details and their current status. | |
| Fixes | |||
| Other Fixes | - We've improved and optimized the Contact List import process with additional validation of the records. With this additional validation, contact lists with a large number of records will not be assignable (grayed out checkbox) to any campaign until contact list records are fully uploaded. - We fixed an issue when a missed direct dial call was marked as an "anonymous" even for the caller with the valid Caller ID. This situation manifested itself in the case when the Agent that is being called, declined it and refreshed the interface page. After these actions, the declined call was shown in the "Missed Calls" sidebar info panel as from an anonymous person/number. | |
Release 3.9.3 2020-09-29
| Release Features+ Add new feature | |||
|---|---|---|---|
| New Features | |||
| Linked IVRs | In addition to the "Status" column, we've also improved our IVR feature with a "Linked IVRs" column that will display the IVR's chain (IVR that route or are routed) for a specific IVR record. The number will be displayed as a hyperlink and when clicked, you will be able to see all the linked IVRs details and their current status. | |
Release 3.10.1 2020-10-28
| Release Features+ Add new feature | |||
|---|---|---|---|
| New Features | |||
| IVR, Draft vs Live version | As a next step in improving our IVR system, we have added an option to compare the Live IVR with new changes that were not yet published. This change will be visible when a change in IVR configuration is performed and the “Save as Draft” option is being clicked. At this point, on the right side of the IVR configuration, the current Live version of this IVR will appear and the Client can review to ensure that the new settings are correct. After clicking on Save and Publish the Draft configuration will be published and only the Live configuration will be displayed. Note: This Live/Draft comparison is still not yet available for the “Read Keys” action table. This will not affect your IVR functionality and we will deliver this improvement within our next release. | |
| Scheduler Linked IVRs rebuild action validation | | |
| Fixes | |||
| New Scheduler Linked IVRs rebuild | With this release, we have improved our Linked IVR rebuild so that creating and saving a new Scheduler (Admin Interface ->Routing - >Scheduler → +add schedule -> assign a draft IVR → Save changes) will automatically Rebuild the Scheduler attached IVR. | |
Release 3.10.0 2020-10-28
| Release Features+ Add new feature | |||
|---|---|---|---|
| New Features | |||
| IVR, Draft vs Live version | As a next step in improving our IVR system, we have added an option to compare the Live IVR with new changes that were not yet published. This change will be visible when a change in IVR configuration is performed and the “Save as Draft” option is being clicked. At this point, on the right side of the IVR configuration, the current Live version of this IVR will appear and the Client can review to ensure that the new settings are correct. After clicking on Save and Publish the Draft configuration will be published and only the Live configuration will be displayed. Note: This Live/Draft comparison is still not yet available for the “Read Keys” action table. This will not affect your IVR functionality and we will deliver this improvement within our next release. | |
| Fixes | |||
| Linked IVR rebuild on creation of new Scheduler | With this release, we have improved our Linked IVR rebuild so that creating and saving a new Scheduler (Admin Interface ->Routing - >Scheduler → +add schedule -> assign an IVR → Save changes) will automatically Rebuild the Scheduler attached IVR. | |
| Changes | |||
| Scheduler Linked IVRs rebuild action validation | To ensure our Client Administrators are aware that changing a Scheduler and saving those changes will lead to a rebuild action, for all Linked IVR’s, an action pop-up has been added. Now the changes will be made only if the OK button is clicked. The client can still press the Cancel button in case any additional verifications are needed. | |
Release 3.11.1 2020-11-19
| Release Features+ Add new feature | |||
|---|---|---|---|
| New Features | |||
| IVR, Draft vs Live version | As the final step of IVR Statuses new feature delivered within our previous releases, we've added the status tracking for the last piece of this cool feature, the "read keys" IVR variable. | |
| Fixes | |||
| Other Fixes | * When a Client admin is running a campaign ( "Admin Interface" -> "Campaigns", there are situations when the run icon won't change after a campaign is run. After the fix, this icon will always follow the workflow and will turn red when the campaign is started and gray when it is stopped. * We've optimized the global Hosted Contact Center Time zone settings (Super Admin level) that in some certain scenarios, on the update, could generate issues like not displaying some reports data, negative values for inbound calls talking time attribute, etc. | |
| Changes | |||
| Phone Number Search Optimization | We've added more usability for the search functionality from the Hosted Contact Center "Admin Interface" -> "Routing" menu -> "Phone Numbers" page in order to allow our Clients to search a number knowing only a couple of digits from a number. The system will now display all the numbers that contain the introduced digits making, therefore, the search functionality more flexible and interactive. | |
Release 3.11.0 2020-11-19
| Release Features+ Add new feature | |||
|---|---|---|---|
| New Features | |||
| IVR, Draft vs Live version | As the final step of IVR Statuses new feature delivered within our previous releases, we've added the status tracking for the last piece of this cool feature, the "read keys" IVR variable. | |
| Fixes | |||
| Other Fixes | * When a Client admin is running a campaign ( "Admin Interface" -> "Campaigns", there are situations when the run icon won't change after a campaign is run. After the fix, this icon will always follow the workflow and will turn red when the campaign is started and gray when it is stopped. * We've optimized the global Hosted Contact Center Time zone settings (Super Admin level) that in some certain scenarios, on the update, could generate issues like not displaying some reports data, negative values for inbound calls talking time attribute, etc. | |
| Changes | |||
| Phone Number Search Optimization | We've added more usability for the search functionality from the Hosted Contact Center "Admin Interface" -> "Routing" menu -> "Phone Numbers" page in order to allow our Clients to search a number knowing only a couple of digits from a number. The system will now display all the numbers that contain the introduced digits making, therefore, the search functionality more flexible and interactive. | |
Release 3.11.2 2020-12-08
| Release Features+ Add new feature | |||
|---|---|---|---|
| New Features | |||
| Ineligible records enhancement | We have provided the capability for an Admin to be able to export a CSV file with the list of ineligible records for a selected Contact List. To do so, Admin should navigate to the “Contact lists” page, search for the desired contact list, click on the number of ineligible records link for the related contact list, and press the “Export” button on the opened page. | |
| Release Features+ Add new feature | |||
|---|---|---|---|
| Fixes | |||
| Fix | Previously, when an agent from an inbound campaign redirected a call to another campaign and got no response after 90 seconds, it was possible for the call to redirect to an unintended mailbox. We have resolved this issue to disconnect the call unless other settings have been configured. | |
| Changes | |||
| Agent Status Log Improvement | The Agent Status Log report has been adjusted to optimize the "Status Time" calculation, and a new status, “KICKED OUT”, has been added. This will better classify agents that have been systematically removed vs those that have logged out of the system normally. | |
| Voicemail Greeting Update | We have added additional validation for saving voicemail recordings so the old recording (if any) will be deleted only after the new voicemail recording has been successfully uploaded and applied. | |
Release 3.12.21 2021-05-25
| Release Features+ Add new feature | |||
|---|---|---|---|
| Fixes | |||
| Other Fixes | We have fixed an incorrect time zone issue in the Call results sFTP report that was reproducing for some of our clients under certain specific system configuration. | |
| Changes | |||
| Billable Duration Enhancement | To offer even better visibility and control, we have enhanced our Calls.csv report with an additional "Billable Duration" column that will allow users to analyze each call and their individual costs. Note: This column will begin to populate the billable duration on release day and moving forward. | |
| "Prevent Duplicate Phone Numbers in Campaigns" Update | The ”Prevent duplicate phone numbers in campaigns” functionality has been updated with additional logic and verification in order to cover the issues reported by some of our clients after the last release. | |
Release 4.0.0 2021-07-04
| Release Features+ Add new feature | |||
|---|---|---|---|
| New Features | |||
| Hosted Contact Center API version 1.1.0 | We're happy to announce the release of our new Hosted Contact Center API version 1.1.0, which provides an even more reliable and enhanced interface to integrate with our Hosted Contact Center. Please consult our API documentation for insights or drop us a message. We would love to guide you on our new journey to success. | |
| Fixes | |||
| Other Fixes | * Fixed a display issue for [show contact lists] link with the “Campaigns” column for the scenario when 10 or more Contact Lists are assigned to a campaign; * Reviewed and fixed the pagination for the Voicemail tab from the agent interface; * Resolved an issue where agents could see the status block blink momentarily if the browser was refreshed while the agent was in Wrap status; | |
| Changes | |||
| Call Recording Status Update | In order to improve the user experience for clients that are using our recording processing service, we have added a “Processing” status within the "Calls" report that will display for call recordings that are still being processed and are not yet available for listening/downloading. | |
| Updated Device Secret Password Requirements | We have reviewed and enhanced the Devices/Extensions / Device Secret password policy in accordance with the industry's best practices. After this release, when creating a new extension or editing an existing one the system will guide you to follow the password requirements below: 9 - 10 characters long at least 1 uppercase letter such as A, B, C at least 1 lowercase letter such as a, b, c at least 1 number such as 1, 2, 3 at least 1 special character such as $, *, #,@ The existing extensions will not be affected, but we strongly recommend updating them so they are configured according to the new password policy. | |
| Intelligent Queue Functionality Improvement | To make the Intelligent Queue campaigns even more powerful and “intelligent”, we have improved the display of clickable numbers to better determine which are valid versus duplicates. | |
| New “Priority” column on the Agents --> Teams page | To improve the Admins and Supervisors monitoring process we have added a new “Priority” column on the Agents --> Teams page that will display the team priority value from the Team Setup page. Additionally, this new column has also been included in the Teams PDF and csv reports. | |
| Voicemail Greeting Update | The voicemail greetings recording process has been optimized with additional warnings on size constraints. | |
| Campaign Deletion Workflow Improvements | We have improved the logic of our Campaigns list page, so users will not be able to delete a campaign that is in "Running" status as the delete button will be grayed out. To delete a campaign, the user will have to "Stop" it first. | |
| Stealth Voicemail Campaign Notifications | Additional notifications have been added to Stealth Voicemail Campaigns in the event a user attempts to stop a running campaign or run a campaign that has a configured scheduler. | |
| PDF Report Deprecation | We have deprecated the PDF version of a few of our reports: * Calls * Agents Summary by Campaign * Agent Status Detail * Automatic Call Distribution | |
| Logic Improvements | We have improved a number of system logic functionalities including: * Total Calls (TC column), counting from the Automatic Call Distribution report * Conference calls “Talk Time” and “Hold Time” calculation logic; * “Report a Problem” functionality code logic; * “Start Date and Time” field from the “Stealth Voicemail Campaigns” / “When to Send” tab; * Time Zone logic for Agent Status Detail report (So it always displays the data based on client global Hosted Contact Center settings, which have also been updated.); | |
| Campaign Max Attempts Update | We have added an additional validation for the [Max attempts per number] field, so when a campaign is duplicated from an Inbound Campaign and user is changing the campaign type to Preview, Power Dialing, or other types, it will not allow the user to set the value of this field to “0”. | |
| Automatic Call Distribution Hint | An additional hint was added to Automatic Call Distribution, designed to educate the users in regards to the data provided in this report. | |
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