Release Notes Dialogue Intelligence 3.0

V 3.2.15212.0

Dayreport

• Added Dialer dialogue
• Added Dialogue Filter
• Added Email Dialogue
• Added Modality Filter
• Added Type Filter
• Fixed Direct Agent
• Fixed Direct Agent/Callee
• Fixed NoSkill issue
• Fixed sipThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP.:+ inbound
• Graphic overhaul
• Dialogue Routing
• Graphic overhaul
• Added AcceptedByOtherEndpoint
• Removed Type to improve load time

Netnumber

• Graphic overhaul

Specific Agent

• Graphic overhaul
• Added Dialer dialogue
• Added Dialogue Filter
• Added Email Dialogue
• Added Modality Filter
• Added Type Filter
• Fixed Accept without endtime
• Fixed Direct Agent
• Fixed Direct Agent/Callee
• Fixed NoSkill issue
• Fixed sip:+ inbound
• Improved Timeline Table
• Removed Timeline Query

Specific Call

• Graphic overhaul
• Added Email Dialogue
• Fixed Call Link if multiple customers use the same number
• Fixed Order
• Fixed possible negative value

Specific Caller

• Graphic overhaul
• Added Dialer dialogue
• Added Dialogue Filter
• Added Email Dialogue
• Added Modality Filter
• Added Type Filter
• Fixed Direct Agent
• Fixed Direct Agent / Callee
• Fixed NoSkill issue
• Fixed sip:+ inbound
• Improved Timeline Table
• Removed Timeline Query

Specific Calls

• Graphic overhaul
• Added Dialer dialogue
• Added Dialogue Filter
• Added Email Dialogue
• Added Formal Filter
• Added Modality Filter
• Added QueueInterval Filter
• Added Type Filter
• Fixed Agent parameter
• Fixed Direct Agent
• Fixed Direct Agent / Callee
• Fixed NoSkill issue
• Fixed sip:+ inbound
• Shorten Query

All Caller

• Graphic overhaul
• Added Dialer dialogue
• Added Dialogue Filter
• Added Email Dialogue
• Added Label to ActionType
• Added Modality Filter
• Added Type Filter
• Fixed Direct Agent
• Fixed Direct Agent/Callee
• Fixed NoSkill issue
• Fixed sip:+ inbound
• Status Overview
• Fixed Offline OnThePhone value

Total Agents

• Graphic overhaul
• Added Dialer dialogue
• Added Dialogue Filter
• Added Email Dialogue
• Added Label to ActionType
• Added Modality Filter
• Added Type Filter
• Fixed Accept without endtime
• Fixed Direct Agent
• Fixed Direct Agent / Callee
• Fixed NoSkill issue
• Fixed sip:+ inbound

Total Callers

• Added Label to ActionType
• Graphic overhaul
• Added Dialer dialogue
• Added Dialogue Filter
• Added Email Dialogue
• Added Modality Filter
• Added Type Filter
• Fixed Direct Agent
• Fixed Direct Agent/Callee
• Fixed NoSkill issue
• Fixed sip:+ inbound

Total Skills

• Graphic overhaul
• Added Dialer dialogue
• Added Dialogue Filter
• Added Email Dialogue
• Added Endpoint group
• Added Label to ActionType
• Added Modality Filter
• Added Type Filter
• Fixed Direct Agent
• Fixed Direct Agent / Callee
• Fixed NoSkill issue
• Fixed sip:+ inbound

UCC

• Graphic overhaul
• Added Dialogue Filter
• Added drill down QueueInterval
• Added Email Dialogue
• Added Modality Filter
• Added Type Filter
• Fixed Direct Agent
• Fixed NoSkill issue
• Fixed sip:+ inbound
• Fixed SL Talk Tooltip
• Fixed Direct Agent / Callee

Welcome

• Changes Callers to Contacts
• Filtered out phonenumbers in Top Agents

 

V 3.1.15082.0

Day Report

• Change Caller table to Total Calls Query
• Change Queue chart to Total Calls Query
• Changed Agent Query to base Query
• Changed Skill table to Total Calls Query
• Changed table calls per hour to base query
• Changed Total Calls Query to Base Query
• Removed Caller Query
• Removed Calls per Hour
• Removed Queue Query

Dialogue Routing

• Improved Query Speed

Milestones

• Improved Query Speed

Netnumber

• Cleaned up Query
• Improved Query Speed

Specific Agent

• Changed CallsPerAgent Query to base Query
• Improved Presence Query Speed
• Improved Query Speed by adding filter temp table
• Removed Agent since
• Removed Call/Chat button
• Updated Base Query

Specific Call

• Added After Call Survey filter
• Added Music On Hold Icons
• Added StartConsultiveTransfer as Transfer
• Fixed double correlation issue
• Fixed Survey and Report URL
• Improved Load Time for Legs
• Re-added Legs, but made them optional
• Changed order from type to id

Specific Caller

• Changed Query to Base Query
• Improved Query Speed by adding filter temp table
• Removed Call/Chat button
• Removed Caller Since
• Updated Base Query

Specific Calls

• Created basic start table
• Added QuickDrop Type
• Changed Header and Footer Color
• Improved Query
• Improved Query Speed
• Removed Survey check to improve loading time
• Updated Base Query
• Added Holdtime
• Added Skillescape
• Fixed Row issue

All Caller

• Changed Agent Query to Base Query
• Changed Caller Query to Base Query
• Improved Agent Query
• Improved Query Speed

Status Overview

• Added "AgentAccepted" to Agent Check
• Changed timeformat ico English browser (AM/PM)
• Improved Query Speed

Total Agents

• Added ConsultiveTransfer as Transfer
• Changes CallsPerAgent Query to base Query
• Improved Query Speed by adding filter temp table
• Updated Base Query

Total Callers

• Changed Query to Base Query
• Improved Query Speed

Total Skills

• Improved Query Speed
• Updated Base Query
• Changed Query to Base Query
• added Skill escape
• Replaced Skill blocks with table

UCC

• Updated Base Query
• Added Initial Talk Time to Total Call Table
• Added QuickDrop Type
• Changed Header and Footer Color
• Changed interval to 1 on Queue Chart
• Changed Query of CallsPer Table to TotalCalls Query
• Changed Query of Heatmap chart to TotalCalls Query
• Changed Total Calls query to use Base Query
• Created basic start table
• Fixed Initial Talk Time issue
• Improved Query Speed
• Merged all Queries to 1 Query to improve loading time
• Removed CallsPer Query
• Removed Heathmap Query
• Simplified first table

 

V 3.1.14452.0

Dayreport

• Added DDI Call Support
• Added Group by Correlation for WebChat+ support
• Design update
• Changes table headers to scroll down

Dialogue Routing

• Added DDI Call Support
• Added Group by Correlation for WebChat+ support
• Design update

IVR

• Added DDI Call Support
• Added Group by Correlation for WebChat+ support
• Design update

Milestones

• Added DDI Call Support
• Added Group by Correlation for WebChat+ support
• Design update

Netnumber

• Added DDI Call Support
• Added Group by Correlation for WebChat+ support
• Design update
• Changes table headers to scroll down

Specific Agent

• Added DDI Call Support
• Added Group by Correlation for WebChat+ support
• Design update
• Changes table headers to scroll down

Specific Call

• Added DDI Call Support
• Added Group by Correlation for WebChat+ support
• Removed Concurrent Calls to improve loadtime
• Removed Queued Calls to improve loadtime
• Added Direct URL (hidden with parameter)
• Design update
• Added StateChange events
• Added WebChat+ events
• Added Survey Event
• Added lookup second call in UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers.

Specific Caller

• Added DDI Call Support
• Added Group by Correlation for WebChat+ support
• Design update
• Changes table headers to scroll down

Specific Calls

• Added DDI Call Support
• Added Group by Correlation for WebChat+ support
• Added Supervisor column
• Hide Supervisor column if no data
• Added Transferee column
• Hide Transferee column if no data
• Added Endpoint column
• Design update
• Changes table headers to scroll down

All Caller

• Added DDI Call Support
• Added Group by Correlation for WebChat+ support
• Design update
• Changes table headers to scroll down

Status Overview

• Added DDI Call Support
• Added Group by Correlation for WebChat+ support
• Design update
• Changes table headers to scroll down

Total Agents

• Added DDI Call Support
• Added Group by Correlation for WebChat+ support
• Design update
• Changes table headers to scroll down

Total Callers

• Added DDI Call Support
• Added Group by Correlation for WebChat+ support
• Design update
• Changes table headers to scroll down

Total Skills

• Added DDI Call Support
• Added Group by Correlation for WebChat+ support
• Design update
• Changes table headers to scroll down

UCC

• Added DDI Call Support
• Added Group by Correlation for WebChat+ support
• Hide prompt if not data
• Hide Voicemail if not data
• Design update
• Changes table headers to scroll down

Welcome

• Added DDI Call Support
• Added Group by Correlation for WebChat+ support
• Filtered UCC Parameter to cleanup inactive UCC's
• Changed major version in report
• Design update

 

V 3.0.14202.0

IVR

• Fixed double entry is base table
• Changed UCC select filter

Specific Call

• Added Recording paused icon
• Added Recording started icon
• Added Recording stopped icon
• Added Recording saved icon
• Added Classification icon

Dayreport

• Changed Fix database to Dynamic

Welcome

• Changed Fix database to Dynamic

UCC

• Changed Fix database to Dynamic

 

V 3.0.14195.0

Welcome

• Redesign layout
• Added Top Agents
• Added Top Callers
• Added Top Skills

Total Agents

• Added Outbound Dialogue
• Moved Agent Presence to Status Overview to improve load time

Total Callers

• Added Outbound Dialogue

Total Skills

• Added Outbound Dialogue

UCC

• Added Outbound Dialogue
• Added Endpoint

Specific Agent

• Added Outbound Dialogue

Specific Caller

• Added Outbound Dialogue

Specific Calls

• Added Outbound Dialogue

All Caller

• Added Outbound Dialogue

Dayreport

• Added Outbound Dialogue
• Added Endpoints
• Removed Agent Presence to improve load time

Status overview

• Added extra Layer per Agent
• Added Visual Chart of presence

 

V 3.0.14182.0

Total Callers

• Improved Forward Query

Dayreport

• Improved Forward Query

UCC

• Improved Forward Query

Specific Caller

• Improved Forward Query

Specific Calls

• Improved Forward Query

 

V 3.0.14175.0

Welcome

• Changed UCC Filter to checkbox

Total Skills

• Changed UCC Filter to checkbox

Total Agents

• Changed UCC Filter to checkbox

Total Callers

• Changed UCC Filter to checkbox

UCC

• Changed UCC Filter to checkbox
• Removed Concurrent Calls to improve speed

Specific Agent

• Changed UCC Filter to checkbox

All Caller

• Changed UCC Filter to checkbox

Specific Caller

• Changed UCC Filter to checkbox

Specific Calls

• Changed UCC Filter to checkbox

Specific Call

• Changed UCC Filter to checkbox

Netnumber

• Changed UCC Filter to checkbox

Milestones

• Changed UCC Filter to checkbox

IVR

• Changed UCC Filter to checkbox

Dialogue Routing

• Changed UCC Filter to checkbox

Dayreport

• Changed UCC Filter to checkbox
• Removed Concurrent Calls to improve speed

 

V 3.0.14174

 

Specific Call

• Added CalleeAccepted event
• Added CallOutsideBusinessHours event
• Added StartConsultiveTransfer event
• Added TransferAcceptedByCallee event