Release Notes Dialogue Intelligence 3.0

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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