These release notes offer an overview of the major new features, enhancements to existing features, and basic instructions on how to set up and use the functionality. Please contact the Support Team for additional assistance. |
Contents
New features
Enhancements
Resolved issues
New features
Note: New to our release notes:
identifies the most requested features or enhancements included in the release.
Dashboard
This release introduces our first of many significant enhancements to the Dashboard including several new cards as well as a new dashboard tab.
New cards
Four new cards have been added to the Dashboard:
Waiting by Queue: A donut that shows interactions in the “InQueue” state broken down by queue name (10497)
Queue Handling: A grid that shows the following key queue metrics: Channel Type, Queue, Language, Competency, In Queue (Live), Longest Wait, Total Skilled Agents, Agents Logged In, Not Ready, In Conversation, and Ready (10502)
Not Ready Breakdown: A donut that shows a breakdown of which agents are not available to handle interactions and the state indicating why they are unavailable (10498)
Live Interactions by State: A donut that shows the totals by the states that are shown in the Active Contacts card: Answered/IVR, InQueue, Routing, Delivered, and Dialing (10497)
If you have any suggestions on additional cards you would like to see in the future, please email your account manager or the support team.
New dashboard tab
The Active Contacts, Agents (formerly known as User States) and Queue Handling cards have been relocated to a second dashboard tab “Agents & Contacts.” In addition the following changes have been made to Active Contacts: (10168)
When the interaction is waiting to be assigned an agent, the “User Handling” column is blank.
When an agent is handling an interaction, the “State” column shows "Delivered."
When a call is in a greeting / menu before being routed to a queue, the “State” column shows "Answered/IVR."
When an interaction is routing to an agent, the “State” column shows "Routing."
“SessionId” has been added as an optional column. (9897)
Today’s handle time
The Today’s Handle Time card now updates data in real time to bring it into line with all other cards. The following metrics have also been changed: (10516)
“Offered" has been removed.
“Inbound” has been added providing the total inbound contacts presented to a contact center.
“Outbound” has been added providing the total outbound contacts initiated by a contact center.
“Abandoned” has been broken out into two counts:
IVR Abandoned: Calls that are abandoned before going into queue.
Queue Abandoned: Calls that are abandoned after entering queue.
Miscellaneous
All donut cards now have the capability to hover over each value and show a legend with the value assigned. (10501)
The refresh option for each card has been removed since the entire dashboard refreshes automatically. (10479)
Agent system state change alerts
Alert symbols for agent system state changes have been added next to the agent name in three locations. These symbols can now be viewed in the Agent Experience Teams list located in the navigational panel. (10267) They can also be found preceding the state in the State column in the “Agents” dashboard card as well as in Administration > Troubleshooting > Real Time Monitor. (6617) The icons that will appear are:
when an agent denies an interaction
when an agent ignores an interaction
SAML SSO: Microsoft Azure Active Directory
We can now offer SAML single sign-on by an integration with Microsoft Azure Active Directory. Integration setup has two parts that must be completed before SSO can be used to log in. The first part is completed by us and requires internal SAML configuration. The second part requires customers to configure their own Microsoft Azure Active Directory SSO. Please contact Support if you are interested in adding this integration to your contact center. For more information, view the Knowledge Base article “SAML SSO via Microsoft Azure Active Directory.” (6989)
New modules: Call transcription
Call transcription is a feature where speech from a phone call can be converted to a text transcript with each party's words clearly delineated. This is now available for post-call recordings.
Analyzing call recordings to understand what was said during a call is now available with three new call transcription modules.
Default Transcription Providers: When installed this module will allow a child contact center to inherit the providers that have been set up on a parent account. Post-call transcription is available through Google, IBM and Microsoft. Additional rates for usage may apply.
BYO Transcription Providers: Connect to your own Google, IBM or Microsoft transcription service for post-call analysis. Adding this module will add menu items for “Default Transcription Mappings” and “Transcription Providers” under Administration > Integrations.
Transcription Options: This module is required if either of the Default Transcription Providers or the BYO Transcription Providers modules have been installed. It adds user interface elements to support call transcription by installing all transcription capabilities within the phone channel. This module also adds a “Transcription Provider” option to every language added under Administration > General Settings > Language Settings that will be the transcription provider used for the post-call transcription analysis.
To reduce costs, call transcription does not happen automatically and must be manually done under a contact’s details within Detailed History. The language used for transcription defaults to the language setting of the queue; however, this can be changed if required. Once a recording has been transcribed, the transcription remains persistent in this Transcription tab. If a storage provider has been set up for call recordings, the transcriptions will also utilize the same storage provider. For more information, view the Knowledge Base article “Call Transcription.”
Do not contact
Prior to this release Do Not Contact (DNC) was available only to customers who used the Agentless or Preview dialer. Included in this release, Do Not Contact has been moved from the Dialer modules to the Contact Manager module. The Contact Manager module is now added automatically to contact centers created after upgrade and is added to existing contact centers during upgrade. (10262)
The Contact Manager > Do Not Contact menu presents a grid of all DNC entries by channel type along with the destination of each entry, who added it and from what source. Administrators are able to add telephone numbers (for phone calls and text messages) and email addresses to the DNC list. The “Add to DNC'' button located at the top of the grid provides the following options:
Create DNC: This launches the “Do Not Contact” modal. Phone Numbers can be added and flagged for DNC on phone calls and/or text messages. Email addresses can also be added. (10298)
Create DNC from CSV: Importing large lists of DNC entries can be achieved by uploading a CSV file. A template is available to assist with correctly formatting the CSV file. NOTE: A phone number and email address cannot be added on the same row within the CSV file. Blank rows cannot be included. (10290)
Download Existing DNC: This option can be used to download all current DNC entries into a CSV file. (6971)
Not only can Do Not Contact entries be added via the Web UI, they can also be added by an agent in the Agent Experience while on an inbound or outbound phone call, SMS or email interaction by using the three dot ellipsis button. An option to “Manage opt out” has been added which allows an agent access to the same functionality as “Create DNC” in the Web UI. (10137) On the active interaction if a contact has already been added to the DNC list, you will see a blue DNC pill next to the contact name indicating the channels on which the entry has been added.
When accessing the contact via the Contact Manager in both the Web UI as well as from the Agent Experience, blue pill indicators are added at the top of the contact card as well as next to each contact entry that is found on the DNC list. As entries are added or deleted, the associated contact card updates automatically as it is accessed. However, the indicators on the contact card are read-only and do not allow for DNC update access. (10264, 10322)
Future enhancements intend to allow manual telephone, text message and email interactions from an agent to be verified against the DNC list; however, in this release automatic checks occur only on Agentless and Preview dialer contacts within a campaign when loading numbers to the campaign as well as on each outbound dialing attempt. (10289, 10248) When using either dialer and a positive match is found for DNC on an active campaign, the attempt will not be made and the match will be added to a new report located under Reports > Historical - Contacts > Do Not Contact Detail. This report shows the date added, channel type, destination that was matched, associated campaign, and the event type that found the match. (7549)
Emailing reports
Reports located under Historical - ACD User, Historical - Contacts and Dialer now allow you to distribute them via email (not including those nested under IVR History, Calls Received by # and Overall Call History submenus and the Voice Detail Records report). Email a report by clicking the “Settings” icon (which replaces the former “Download” icon) and selecting the “Send” option. (7055)
When emailing a report, any date range and/or filters applied in the report grid are carried over into the Email Report modal. Multiple recipients can be added by separating each email address with a comma or semicolon. Reports are generated as a CSV. (4623)
Recipients receive an email containing a link to download the report (either by clicking a button or by pasting a URL into their browser). The report can also be obtained by navigating to a new Reports > Report Downloads submenu. The Report Downloads page displays all reports that have been created to be emailed and for each shows the following: the name of the report, the date requested, the expiration date and download capability (again by button click or by URL). Reports expire after seven days from the date of creation.
Scheduling reports
Not only can all Historical - Contacts, Historical - ACD User and Dialer reports be emailed, they can now also be scheduled to be emailed on a set day and time. Scheduling reports is also available under the new “Settings” icon located on each historical report. Scheduling a report to be emailed has the same functionality as “Sending” with the added capability of choosing the following: (4502)
Create New allows you to add a name for your scheduled report along with:
Daily: Allows for scheduling a report to be emailed daily
Weekly: Allows for scheduling a report to be emailed on a specific day of the week
Monthly: Allows for scheduling a report to be emailed on the first, fifteenth or last day of the monthama
Allows for the duration of the data that you wish to include in the report to be chosen from: previous day, previous week, previous month, last 7 days, last 14 days, last 30 days, last 31 days, last 90 days, week to date, or month to date
Send Time: Allows for the time of day to be chosen as to when the report will be emailed
Note: The timezone used is based on the timezone set for the entire contact center.
Modify allows access to:
All scheduled reports that have been saved with the capability to edit and save any setting changes
Capability to deactivate a scheduled report to prevent it from being emailed
Enhancements
Preview dialer
Carrier call detection
A Carrier Call Detection reason is now associated with all outbound dialing attempts to identify the end result of an attempt. Agents who accept preview dialer attempts also receive a toast letting them know what carrier call detection result has been assigned as well as the outcome that was applied to the attempt based upon the detection result.
Voicemail: This is assigned to attempts where the dialed number has been identified as voicemail. Voicemail detection is determined using silence pattern detection on the dialed number.
Busy: This is assigned to attempts where the dialed number presents a busy signal. Agents are presented with a toast stating, “Busy signal. Call disconnected.”
No answer: This is assigned to attempts where the dialed number remains unanswered before the “No Answer Timeout” threshold passes (found in Dialers > Preview Campaigns > Edit Campaign > General tab). Once the threshold is reached, the “No answer” carrier call detection is assigned, and the call is disconnected. (10259) Agents are presented with a toast stating, “No answer timeout. Call disconnected.”
Dialing error: This is assigned to attempts where the carrier returns a dialing error on the dialed number. Agents are presented with a toast stating, “Call failed. Call disconnected.”
Bad number: This is assigned to attempts where the carrier returns the dialed number as a bad number. No retry logic exists for numbers identified as bad numbers. Agents are presented with a toast stating, “Bad number. Call disconnected.”
Live answer: This is assigned to attempts where the agent reaches a live person on the dialed number. (7428, 10258)
Preview campaign configuration
Preview Dialer campaign configuration has been changed in this release. Campaign settings are now broken down into four tabs. (9480)
General: This tab now allows you to use the “Create a New Queue” button to navigate directly to new Preview Dialer queue creation. Having created and saved a queue, the Queue dropdown in campaign configuration automatically refreshes to include it. (10141, 10142) Additionally, queue configuration now includes options to specify competency, language, priority and priority expression requirements. (10386)
List Management: Loading numbers to a campaign can now be achieved from the new “List Management'' tab. List Management allows you to assign lists to the campaign and use drag and drop to change the order in which you prefer lists to be loaded. Rather than having to choose whether to append or replace when loading numbers to a campaign, all list entries on this tab are replaced with any additions, deletions, and list order changes upon saving. (7554) A campaign also cannot be started until the associated list(s) have been fully loaded. Trying to start a campaign before list(s) are fully loaded will present, “The list load is currently in progress. Try again later.” Also note that lists cannot be deleted whilst a linked campaign is running; attempting to do so will present “Cannot delete <list> while linked campaigns are running.” (10145)
Voicemail: All campaign voicemail settings are now located in the “Voicemail” tab. “Voicemail Drop” configuration has been relocated to this tab, and when enabled, will always have the icon present in the Agent Experience. Agents no longer have to wait to drop voicemail; as soon as they detect voicemail they can click to leave voicemail and drop out. When “Drop Voicemail” is used, the “Voicemail” carrier call detection is assigned as the result of the contact. (7427 )
Retry Rules: See below for details relating to how this new tab is used.
Retry rules
We are pleased to offer the capability with our Preview Dialer campaigns to set retry rules based on carrier call detection. Installing the Preview Dialer module adds a new “Retry Rules” Dialers submenu. Retry Rules allows you to create custom number dialing retry rules for each of the following four carrier call detection reasons: Voicemail, Busy, No Answer, and Dialing Error. (10271) Each rule has several predefined options for choosing how long to wait between retries. A default rule has been added for each of the four aforementioned carrier call detection reasons, but you can also create additional custom rules. (7465, 10231)
In order to apply retry logic, the rules you have created must be assigned to a campaign. The new “Retry Rules” tab under campaign settings allows you to indicate how many times you would like to retry a number as well as whether to hang up or leave voicemail after the final retry attempt. This tab allows you to add rules as well as drag and drop to set rule order. You also have the option to create a new rule by clicking the “Create New Rule” button. (10234)
Once all retry rules have been created, assigned to a campaign, the campaign has been started, the first attempt has been made on each number and carrier call detection reasons assigned, retry rules are applied. Retry rules are assessed in the order they are assigned in the campaign; once a positive match has been made, that will be the rule used for retrying a specific number, and no further rules will be assessed. If no retry rules are assigned to a campaign, then the first attempt will always allow the agent to determine how to handle the call, and the carrier call detection will be assigned. When the final retry attempt has been reached, the agent is presented with the option to hang up or to leave a voicemail:
If the final attempt is set to hang up, the agent will receive a toast stating, “If voicemail is reached, please hang up.”
If the final attempt is set to leave voicemail, the agent will receive a toast stating, “Please leave a message if voicemail is reached.”
Voicemail only dispositions
If the Preview Dialer module is installed and a disposition is created under Administration > Queue Management > Dispositions, a new “Is Voicemail” checkbox is displayed (unchecked by default). However, when enabled and assigned to a preview dialer queue it can be used to override a false “Live Answer” carrier call detection reason. When carrier call detection has incorrectly labeled a voicemail as a live answer, the disposition would override the automatic detection so the attempt can be included in future voicemail retry attempts. (10393)
Current loading count
The magnify glass icon next to a campaign in the Preview Campaigns grid now directs you to a “Contact Import Progress” modal that identifies current status when loading numbers to a campaign. For larger lists, an import in progress notification shows the name of the list being loaded along with the number of contacts added, how many were removed for Do Not Contact and how many remain to be added. If the list has been fully loaded, an import complete notification shows the number added and the number of Do Not Contact matches. (10404)
Miscellaneous
The “View customer record” option in the Agent Experience for Preview Campaigns has been extended to be available during Wrap Up. (9513)
A new “Concurrency Count” field has been added in Agentless Campaigns configuration that allows a maximum concurrent call limit to be set anywhere between one and twenty. (9673)
When using the manual redial option in Preview Campaigns, the “Dial” buttons have been changed to “Next” to be more of a step through process. (9675)
A “Lists” column has been added to the Preview Campaigns grid to make it easier to verify the lists associated with each campaign. (7553)
The Preview Campaigns grid actions now refresh automatically when a campaign has been started, paused, resumed, or stopped. (10143)
Do Not Contact scrubbing for both Agentless and Preview dialers checks against the new global Do Not Contact list (Contact Manager > Do Not Contact). (10289)
Agentless dialer SMS campaigns will now give an error toast if an invalid interpolation is used in the SMS message field.
Filters applied to Agentless and Preview dialer lists are no longer case sensitive. (10983)
Extension dialing
Any extension range is now possible! During new company creation, if the PBX module has been included in the company creation template, extension ranges outside of the standard 7000-7999 range can now be defined under the Advanced Options > Module Settings. Extensions can still be managed after company creation under Administration > Users > Extensions; however, the following enhancements have been made:
There is no longer a standard extension grouping at the top; the grid now shows all assigned extensions.
An “Add Extension” button has been added that presents the New Extension modal with a new “Extension Number” field to indicate the extension number to be added.
A “Delete Selected” button has been added to delete selected extensions.
A “Manage Extension Range” button has been added that opens the Manage Extension Range modal to adjust the start and end of the range.
During the IVR path, it will no longer wait for a “7” followed by digits to recognize the extension. Instead, if Extension Dialing is enabled on the greeting, there will be a slight pause within the IVR to check if an extension was entered.
Other UI areas that have been updated include:
In a menu, the option 7 restriction and warning has been removed when extension dialing has been enabled.
The “Enable Extension Dialing” check box under a greeting no longer references the 7000 extension range in the tooltip, and when enabled will now look for any extension range that has been created in the contact center. (7983)
Text to speech
The following IBM text to speech voices have been removed as available options as they will no longer be available for use in 2023. (10709)
ar-MS_OmarVoice
zh-CN_LiNaVoice
zh-CN_WangWeiVoice
zh-CN_ZhangJingVoice
cs-CZ_AlenaVoice
nl-BE_AdeleVoice
nl-BE_BramVoice
nl-NL_EmmaVoice
nl-NL_LiamVoice
en-AU_CraigVoice
en-AU_MadisonVoice
en-AU_SteveVoice
ko-KR_HyunjunVoice
ko-KR_SiWooVoice
ko-KR_YoungmiVoice
ko-KR_YunaVoice
sv-SE_IngridVoice
Agent experience
E911
If “Prompt for E911 location” has been enabled for a contact center and the agent attempts to login with no E911 address saved, an error message will display stating that E911 address is not set. The agent will be redirected to the E911 address update page and be prevented from logging in until their E911 address is entered and saved. (10365) Note that the address is cleared whenever cache is cleared. If this happens, we will attempt to find the last stored address and prompt for just validation before continuing to login.
Also, if an agent is on a call and attempts to blind transfer to 911/988, the “Blind Transfer” button becomes disabled on the voice channel, and the “Transfer“ modal updates to display, “Blind transfer disabled for emergency calls. Please stay on the line.” (10335)
Unknown contact
When an inbound interaction is associated with an “Unknown” contact, the Agent Experience will:
Display the contact’s name (if known).
If the contact’s name is not known, then the phone number is displayed.
If the contact’s name and phone number are not known, then the email address is displayed.
If the contact name, phone number and email address are not known, then “Unknown” is displayed. (9721)
On an inbound unknown chat interaction, the contact’s email address will now be displayed rather than “unspecified.” (10237)
The buttons in the “Unknown contact” modal have the correct styling applied, and the unnecessary scroll bar has been removed. (9664, 9680)
The styling and location of the “Unknown contact” warning have been changed to appear as shown below with new options to “Add” or “Dismiss.” (9720)
Contact manager
Field spacing has been adjusted in the Contact Manager contact card. (9712)
In the Contact Manager grid, dashes will now be displayed instead of blanks when information is missing. (9671)
On a contact card the “Remove” action is now in line with the correct input field. (9665)
Navigation panel
The “New Conversation” button is no longer collapsible and now remains persistent under the “Conversation” dropdown. (9658)
“Team” is no longer listed twice. (9711)
The “Search / Filter” field is now pinned to the top when scrolling through the Teams or Queue list. (9655)
The “Filter” icon has been updated to better match the “Search” icon. (9657)
“Station settings” now has the microphone audio level indicator and the speaker test next to the devices chosen. (9878)
Login
When logging in using PSTN an agent now sees login status updates instead of just the spinner icon. (9694)
Users who make use of Google login services will now notice the login button appearance has changed as we have successfully migrated to the new Google Identity Services library. (10446)
The Desktop Experience now displays a version number at the bottom of the login screen. (10179, 9654)
The Location Code captured in the Agent Experience Login screen can now be viewed in a read-only format under User Profile > About. The modal to enter the location code has been updated to provide instructions on where the code is stored within the user’s contact center. (9717)
Miscellaneous
The “Submit trouble ticket” modal styling has been updated, and a tooltip has been added to the “Life preserver” icon. (9710, 9651)
The “Done” button has been removed from the shared “Disposition and Notes” modal as changes to dispositions and notes are now saved automatically. To close the modal click the X in the top right corner. (9709)
Administration
Chat channel
When an end user sends in a chat, waits in queue for two hours and sends in another chat OR an end user experiences an internet disconnection while on a chat and the agent ends the chat during the outage, the unroutable chats no longer attempt to route to an agent forcing them into a stuck routing state. (10915)
All hard coded system messages for both end users and agents are now translated based upon the end user’s location or the agent’s locale. (7729)
Blind transfer capability is the only transfer option now available for the chat channel as “Hold and Consult” has been removed. (7774, 10696)
The timezone of the end user is now being used to correctly display the timestamps in the chat window. (7730)
System messages are all now displayed in a green bubble format. (7728)
A new field for “Chat End Text'' has been added under Channels > Chat touchpoints that allows configuration of the text that is displayed to the end user in the conversation history when the chat is terminated by either the agent or the end user. (2950)
Requeuing chat no longer results in the chat staying active for the agent performing the requeue. (10416)
Chat touchpoint settings allow scrolling in order to view all Standard Configuration settings. (10889)
Queue management
Screen pops: When using a screen pop within a queue, a new option to “Replace existing page for each interaction” has been added. When enabled and a screen pop is already open from a previous interaction, each new interaction will continue to use the same tab. Otherwise a brand new window or tab will pop for each unique interaction. (10339)
Queue settings: Extending call recordings to include external transfer audio has been added as an option under the Queue Settings menu. All requeue options are now nested under “Requeue Options,” and “Transfer Options” capability has been added which will be disabled by default. When enabled and the agent places a blind transfer, warm transfer, or conference call to an external phone number and then drops out of the call, the call recording will continue between the customer and the destination if the call was already being recorded. The recording will be stored as a new file separate from the customer-agent interaction. (10702)
Queue deletion: When deleting a queue that is in use on any channel an alert modal is displayed that prevents queue deletion until it has been unassigned from all active associations. Alert modal instructions will present the details for the locations actively assigned to the queue. If attempting to delete queues for multiple channels at the same time, the modal will present all channels assignment details together in the alert modal. (10488)
Queue priority: A “Priority” field has been added under Queues > Common Queue Settings > General tab that will be used as the base priority for the queue. The priority value chosen in the menu when queueing will be added to the new queue base priority setting to determine the final queuing priority. The default setting will be zero so all current menu queue priority settings will not be affected with the release. Priority Expressions from phone numbers settings has also been added as an option with the new Priority field. (10390) Now when requeueing an interaction, the requeued priority will use the new base priority from the queue plus any existing queue time which will requeue the interaction as if it had entered that queue originally. (10465)
Enable opt out timeout: Tooltip has been updated for for Call Settings > Recording > Enable Opt Out Timeout to remove “caller may still opt out once in queue” as this is not an option once a caller is in queue. (10397)
Miscellaneous
Dialing patterns have been updated to include “988” in order to comply with FCC rules establishing 988 as the nationwide three digit dialing code for Americans in crisis. (10451)
When managing the outbound CNAM on a phone number under Administration > Phone Numbers, there is now a checkbox to “Hide Caller ID’. When enabled, on an outbound call the caller ID will not be displayed to the destination. (11078)
The Delivery Timeout for the phone channel under Channels > Channel Settings > Call will no longer support settings less than thirty seconds. (10136)
Under Support, Video Tutorials and Guided Assistants menu items have been removed as they are no longer in use. (10453)
Tooltip for Administration > Phone Configuration > Telephone Numbers > Default Queue Name has been updated to include better context surrounding the use of the Default Queue within Queue Rules. (10441)
VoIP Innovations has been removed from all companies and customer templates as a supported telephony provider. (9058)
In a menu setting when the retry limit is set to zero and a caller does not press zero, the retry limit text will no longer play and the call will immediately take the default IVR option path. (10693)
Reseller
"Allow children to inherit this trunk group" has been added as an option under a Parent account > System Administration > Trunk Groups > Create New that when enabled will add a field to be able to change the Trunk Assignment for the customer allowing them to inherit a trunk under Reseller > All Customers page > edit a customer. (10047)
The time it takes for a contact center to load after company selection has been reduced. (9297)
Tooltips have been updated with recommended image size on the settings, sign up and login pages all under a Parent Account > System Administration > White Label > Web Certificates > Edit. (10531)
System Administration > White Label > Web Certificates, SIP Certificates, and Mutual Authentication Certificates all have had styling changes to their modals. (10135)
Resellers can now provision and assign phone numbers from their SIP trunk to children accounts by navigating to System Administration > Reseller > All Phone Numbers, using the new “Add Numbers” button, and choosing the telephony provider for the associated customer. (9704)
Downloading Flowchart Editor defaults to the proper partner URL. (10641)
Creating a new contact center adds “John Doe” in the “From” field under the voicemail generated in the “Voicemail” menu to continue to support white-label. (10800)
User reset password email now shows the “From Address” with the correct white label domain. (10811)
Translations
In this release there are many areas per channel that now offer translations for hard coded text fields and prompts that previously were only available in English. Any hard coded translatable fields and prompts in the following channels now have translation capability: Scheduled follow up, SMS, WhatsApp, Email, Chat. The translation language used is obtained from the language set in the queue or Agent Experience language settings. For the chat channel, however, browser language is used to translate all system chat fields and prompts prior to a chat entering a queue. (10448, 10456, 10461, 9060, 6367)
New translation strings will be added automatically during future releases to prevent a contact center from having to rely on a user to navigate to that particular area in the WebUI for the string to be added to the translation database. (5620)
Reporting
Destination/Originator formatting
In the Reports > Historical - Contacts > Detailed History report, the “Originator/Destination” search field has always required certain formatting to be included in the search string in order for the search to return valid results. Included in this release, this field has had all formatting requirements removed now allowing for administrators to search by the full phone number string. (7606)
Dialer reports
Preview Summary (formerly Dialer Summary): Dialer Summary has been renamed to Preview Summary as the data returned is applicable only to the Preview Dialer. This report will now show a line by line summary of each dialing run assigned to a specific campaign. The following enhancements have been added: (10370)
“List Count” has been renamed to “Total Records” and now reflects all records loaded to a campaign before any DNC scrubbing has been performed.
“Contact Attempts” has been renamed to “Contacts Attempted.”
“Total Contacts Loaded” has been added showing the total number of contacts to be dialed prior to starting a campaign after all DNC scrubbing has been completed.
“DNC” has been added in order to show the total number of contacts removed when loading numbers to a campaign plus any contacts removed while the campaign run was active.
A column has been added for each carrier call detection of: Bad Number, Busy, Voicemail, No Answer, Live Answer, and Dialing Error.
“% Dialed” has been added showing the percentage of contacts in the run that were successfully dialed.
“% Success” has been added showing the percentage of contacts in the run that were dialed that received a live answer result.
“Total Preview Duration” has been added showing the total amount of time agents spent in the preview state for an individual run.
“Total Talk Time” has been added showing the total amount of agent talk time in an individual run.
“Run Type” has been added indicating the number of run for the campaign and if the campaign run was generated by:
Automated: If retry rules have been set on a campaign and have been matched to a dialed attempt, then an automated run will occur. The first automated retry run will always be identified as “Automated 1.”
User: When a user manually starts a campaign by using the “Play” icon, then a user run will occur. An initial run will always be identified as a “User” run.
Manual: When a user uses the “Manual” retry icon and chooses certain queue defined dispositions to retry, then a manual run will occur.
Preview Detail (formerly Dialer Detail): Dialer Detail has been renamed to Preview Detail as the data returned is applicable only to the Preview Dialer. The data is now being returned real time, and the following changes have been made: (10354, 7429)
The “Prequeue” column has been removed.
A “Directions” filter has been added for Inbound, Outbound, and Select All; Outbound is selected by default.
“Attempt” has been added as a column to show the attempt number of the specific dial.
“Carrier Call Detection” has been added as a column showing the reason of how the dialed attempt ended at the carrier level.
“Attempt Type” has been added to capture whether the attempt was generated via an automated, manual or user attempt.
“List Name” has been added as a column to show the associated list name.
“List Filters” has been added as a column to show any filters that were applied to the list(s).
The “Queue Time” column has been renamed “Routing Time” which shows the time it takes once a campaign is started for a dialer attempt to be presented to an agent.
“Handle Time” has been added as a column to show the length of time the dialer contact was handled (in milliseconds).
List Management: The “List Status” report has been removed under Reports > Dialer; all list management is now done in the Dialers > List Management menu. (10369) The following changes have been made:
The “Source File Expiration” column has been removed.
“Filtered Count” has been added as a column to show a count of items that have been removed when loading a list due to filter(s) being added. (10385)
Campaign Progress: This report now automatically refreshes and updates in real time; therefore, it has been relocated under the Dialers menu. The following changes have been made as well:
The “DNC Count” column has been renamed “DNC” and includes the count of items scrubbed from a campaign for DNC only while the campaign is running.
The “Total Contacts” column has been renamed “Total Contacts Loaded”.
“Run Type” has been added as a column to show whether the individual run under a campaign was started by the user, an automated retry or using the manual retry icon.
“Contacts to Retry” has been added as a column to show the number of contacts to retry in each run if retry rules are in place.
A magnifying glass has been added at the beginning of each line item that when chosen will present the “Show Campaign Queue” modal showing the numbers that are left to be dialed in the campaign. (10384)
Miscellaneous
The Detailed History report has a new “Direction” filter to allow for filtering of All, Inbound only and Outbound only interactions. (10405)
The Detailed History report has a new column “Disconnect Type”, populated only for inbound / outbound calls, with values of: (8374)
Local: If the agent hung up
Remote: If the caller hung up or lost connection
In all historical reports, a tooltip has been added when choosing “Month” under the Interval Filter dropdown stating, “Selecting by Day or by Month will overwrite the selected date range to be the entire day/month. Ex: July 26 - August 4 with an interval of Month will bring back all of July and all of August.” (10110)
The Contact Detail Summary and Basic Invoice reports under System Admin > Reseller > Billing Reports now include message counts for SMS and Email under the Inbound and Outbound count columns when using the appropriate channel filters. (6905)
“Transfer Time” has been added as an optional column in the Detailed History report showing the time from when an agent transfers a call until when the call ends. (9834)
Resolved issues
Agent experience
Email channel
When creating a new email, the red Required warning that is displayed under the empty “To” field now disappears when you start typing. (9659)
The CC and BCC buttons in an outbound email interaction are now clearly displayed in the “To” field. (9661)
A green “Success - Send successful” toast is now displayed when an outbound email is sent successfully. (9662)
Contact manager
The Cancel button in a Contact Manager new contact card is now styled correctly. (9666)
When editing a new contact card during a new inbound call interaction, the Last Name field no longer auto fills with the phone number. (10419)
A green “Success - Contact deleted” toast is now displayed when deleting a contact from the Contact Manager. (9672)
Sorting on Contact Manager columns no longer breaks the grid layout. (9670)
The CSV download now correctly includes all contact information requested with no duplicated or missing information. (9992)
Scheduled follow up
The Select date & time date picker is now using the correct color palette. The date picker has also been changed to use the same calendar control as the one used in historical reporting. (9669, 9667)
The space between the Customer Timezone and agent fields has been increased to account for the Customer Timezone explanation. (9668)
When choosing an agent assignment in the Follow-up modal, “First Available” is now formatted correctly. (10890)
Miscellaneous
ACD voicemails are no longer remaining in queue after being handled by an agent. (10304)
When using a SIP phone as a station and a phone call times out, the agent is now transitioned into a failed state. (10471)
CallerIDs beginning with a +1 and anonymous callers will no longer fail to deliver to agents who are using a SIP or PSTN phone. (10474)
Location code is now automatically being discovered and used properly. (10429)
Callback screen pops now correctly show the phone number at the top of the screenpop. (10399)
“#” is no longer preceding quick text in the Facebook or WhatsApp channels. (7058)
Multiple outbound “unspecified” interactions on different channels are correctly grouped together. (9663)
Requeueing functionality is now functioning as designed when competencies have been assigned. (10146)
Agents can no longer log out while a call is routing to them. (10279)
Preview dialer
Force logoff of an agent while handling a Preview Dialer interaction correctly removes the agent and the interaction from the system. (10363)
During the agent preview, there are no longer dashes displayed in the preview counter. (10425)
Inbound preview dialer interactions no longer show “null” in the agent toast. (10317)
When a number in a dialer list does not match the country code of the local phone number region and it is not preceded by a + in the csv, a + and country code set for the company is added in front of the number instead of scrubbing it from the list. (10344)
Quick text
Quick text can no longer be saved if an invalid interpolation has been included. (10187)
Text formatting is now being preserved when saving. (10281)
Keyword searching is now functioning as designed. (9890)
Administration
Voicemail only extensions now show all queue settings when choosing to send voicemail to a queue. (10434)
The modal title has been removed in “Edit Blocked Numbers” located under Administration > Telephone Numbers. (10452)
Deleting states within a state group now works correctly. (10540)
Duplicate contacts can no longer be created in Contact Manager. (10169)
The “SRTP” setting on a VOIP device when marked is now enabling SRTP on all outbound calls. (10656)
Using the “Advanced Number Configuration” assignments in Telephone Number settings now shows all new projects in the “Project” dropdown. (7380)
Estimated wait time within a queue now works regardless of the number of logged in agents. (10478)
Administration > Phone Configuration > Auto-Provisioning > Devices now shows the conditional icon that allows a user to approve the phone for outbound dialing. (10175)
Email addresses with multiple periods in the email pattern are now correctly validated when added as the email to be used for a voicemail forwarding address. (10449)
Queue announcements can now upload wav files that include special characters. (8962)
Error message is now presented when attempting to add an invalid office hours rule. (8972)
The “Bulk User Role Update” modal now has an option to “Select All” users rather than having to individually choose each user to update. (6440)
Role icons are now correctly ordered under Administration > Users > All Users. (10069)
Forwarding rules can now be successfully removed on a phone number in the Telephone Numbers menu. (10637)
Uploading regulatory documents when purchasing a Telnyx phone number will now show a success or fail toast so an administrator is clear when documents fail to upload. (10732)
Users > All Users no longer displays “?” icon for roles that have been removed due to the associated module having been removed. (10891)
Call whisper is now working correctly when using TTS. (10857)
Revoking a user now leaves the user profile in tact with the username; however, username will now show as “Removed.” (9530)
Dashboard
Silent monitoring is no longer possible in the Active Contacts card for PBX calls. (10252)
Adding Caller-id only numbers no longer results in the verification call remaining stuck in the dashboard. (10371)
When drilling into a placeholder in Active Contacts, pagination has been fixed and all interactions should be displayed. (10343)
The data for an agent’s session details located in Dashboard > Agents & Contacts > Agents > Session Details now shows in the contact center’s timezone. (10849)
When a user’s profile is modified, the dashboard timers are no longer reset. (10445)
Real time data times now match when comparing the dashboard to the Agent Experience. (10282)
All channel filters in the Today’s Handle Time card are correctly returning data. (10311)
During the time a caller is confirming a callback, the longest wait time in the InQueue card no longer resets to zero but shows the correct time. (10120)
Reporting
Abandoned calls are no longer counting in the SLA aggregation. (10314)
When adding the “To” field on an outbound email immediately before sending, the interaction now correctly appears in Detailed History. (10535)
User State Summary no longer displays error when initially loading, and the refresh icon next to the report name is now working. (10355, 10376)
Cloud routing callers that immediately abandon are correctly getting logged as “Abandoned” in the “Completion Code” field. (10444)
In the Callback Summary report on the callback channel type, the total offered to the queue now only reflects the total number of callbacks that were requested and not the total number of inbound calls. (10315)
In the User State Detail report, filtering columns now correctly shows the columns chosen. (9927)
Queue names that include special characters are now correctly filtered in all report filters. (9013)
Real Time - Contacts > Queue Summary is now updating and showing data correctly. (10392)
In all historical detailed reports, Destination Description on all outbound legs for all channels will now show the first and last name from the Contact Card if one exists; if nothing is entered into the first or last name field in the contact card, the destination description will be blank; if there is only a first or last name, only stored information will be displayed with empty field being left blank. (10403)
Miscellaneous
When dialing through the phone menu, numbers less than or equal to five digits are no longer formatted based on the region in which the contact center is located. (10744)
When a caller chooses a callback while in queue, the callback will be placed in the system and the call will be disconnected. (10398)
The PBX phone menu screen no longer has the capability to edit. (10334)
Callbacks are successfully routing when caller users “*67” to block their callerID. (9701)
Select box consistently appears on the All Companies grid of the System account. (10736)
When a contact center utilizes multiple channels with varying queue priorities, the priority is now respected across all channels. (10858)
Post call survey preview is now working as designed. (10396)
Technical
Creating a customer using the Apps/Customer/CreateExt API now functions properly. (10435)
Improvements have been made to geo-redundancy when a single band goes down which will now allow new users to successfully login during failover. (10379)
SaveEmailTemplate and ImportPEM APIs work correctly when using the “Allow Child Customer Impersonation” permission in the API key. (10692, 10333)
The “URLAudioPlayer” control is now working correctly. (10269)
Logging in is no longer interrupted when killing all HSMs for a single user. (9877)
Errors now display when importing certificates on Mutual Authentication and SIP. (10297)
“Record Conversation” API is no longer generating an exception when it is being called at the end of a voice interaction. (10624)