Release Notes Dialogue Intelligence 4.0

V 4.0.16391.0

Specific Call

• Show Prompt input
• Scrollable headers

Total Skills

• Fixed Typo

V 4.0.16361.0

All Caller

• Added filter on SkillChange

V 4.0.16354.0

All

• Changed CanGrow for SSRS 2016

Netnumbers

• Fixed QM

Summary Report

• Added Tooltip to fix drilldown

Total Callers

• Added Tooltip to fix drilldown

Total Skills

• Added Tooltip to fix drilldown

V 4.0.16225.0

All

• QM check if value is numeric
• Added Classification Parameter
• Fixed detected agent error

V 4.0.16213.0

All

• Improved Detected Agent

Classification Overview

• Added more levels

Specific Agent

• Changed Agent parameter to dropdown

Specific Agent

• Changed title

Status Overview

• Changed data to text for Excel Export

Summary Report

• Fixed Skill drill down
• Made queue graph clickable

UCC

• Show available agents

Welcome

• Added Agent ScoreCard
• Removed background
• Removed IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent.

V 4.0.16151.0

All

• Added Identity prompt check
• Upgraded to 2016
• Holdtime null to 0
• Support Response group accept

Classification

• Added level number

Netnumber

• Fixed multi 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. endtime

Summary Report

• Added QM count

Total Agents

• Added QM count

Total Callers

• Added QM count

Total Skills

• Added QM count

V 4.0.16134.0

Classification Overview

• Added more levels

Specific Agent

• Support Parallel Hunting

Specific Call

• Made change for SP Online Recordings

Specific Calls

• Made change for SP Online Recordings

Specific Skills

• Support Parallel Hunting

Status Overview

• Made fix for multi UCC

Summary Report

• Support Parallel Hunting

Total Agent

• Support Parallel Hunting

V 4.0.16121.0

Future Intelligence

• Fixed SLA for wrong date

Specific Caller

• Fixed SLA for wrong date

Specific Calls

• Fixed SLA for wrong date

Specific Calls

• Fixed missing Available Agents tooltip

Specific Skill

• Fixed SLA for wrong date

Status Overview

• Fixed scrolling headers

Summary Report

• Fixed Skill drilldown
• Fixed SLA for wrong date

Total Callers

• Fixed SLA for wrong date

Total Skills

• Fixed SLA for wrong date

UCC

• Fixed SLA for wrong date

V 4.0.16102.0

All

• Extended the AvailableAgents 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. from 255 to MAX
• Switched to localized timestamps

Classification Overview

• Added Businesshours filter

Future Intelligence

• Added Businesshours filter
• Fixed Chat Endpoint
• Fixed QuickDrop filter

Netnumbers

• Added Businesshours filter

Specific Agent

• Added Businesshours filter
• Fixed Chat Endpoint
• Fixed QuickDrop filter
• Hide unused columns

Specific Call

• Fixed Chat flow visibility

Specific Caller

• Added Businesshours filter
• Fixed Chat Endpoint
• Fixed QuickDrop filter
• Hide unused columns

Specific Calls

• Added Businesshours filter
• Fixed Chat Endpoint
• Fixed QuickDrop filter
• Hide unused columns

Specific Skill

• Added Businesshours filter
• Fixed chat endpoint
• Fixed QuickDrop filter
• Hide unused columns

Summary Report

• Added Businesshours filter
• Fixed Chat endpoint
• Fixed QuickDrop filter
• Hide unused columns

Total Agents

• Added Businesshours filter
• Fixed Chat endpoint
• Fixed QuickDrop filter
• Hide unused columns

Total Callers

• Added Businesshours filter
• Fixed QuickDrop filter
• Hide unused columns

Total Skills

• Added Businesshours filter
• Fixed Chat endpoint
• Fixed QuickDrop filter
• Hide unused columns

UCC

• Added Businesshours filter
• Fixed Chat endpoint
• Fixed QuickDrop filter

V 4.0.16095.0

Classification Overview

• Changed Margins
• Switched to double query
• Switched to new table

Dialogue Routing

• Changed Margins

Future Intelligence

• Changed Margins
• Fixed Hour Minute field
• Improved Group
• Switched to double query
• Switched to new table

IVR

• Changed Margins

Milestones

• Changed Margins
• Removed default language

Netnumbers

• Changed Margins
• Fixed query for new field
• Switched to double query
• Switched to new table

Specific Agent

• Changed datefield to default for language compatibility
• Changed Margins
• Changed Parameters name
• Switched to double query
• Switched to new table

Specific Call

• Changed Margins
• Switched to double query
• Switched to new table

Specific Caller

• Changed datefield to default for language compatibility
• Changed Margins
• Removed default language
• Switched to double query
• Switched to new table

Specific Calls

• Switched to new table

Specific Skill

• Changed Margins
• Changed to double query
• Removed default language
• Switched to new table

Status Overview

• Added Reason Codes to column
• Changed AgentChart to Agent
• Changed Margins
• Cleaned-up unused parameter
• Removed default language

Summary Report

• Added Agent subgroup to Skill table
• Changed margins
• Removed default language
• Switched to double query
• Switched to new table

Total Agents

• Changed margins
• Removed default language
• Switched to double query
• Switched to new table

Total Callers

• Changed margins
• Removed default language
• Switched to double query
• Switched to new table

Total Skills

• Changed margins
• Removed default language
• Switched to double query
• Switched to new table

UCC

• Changed margins
• Switched to double query
• Switched to new table

Welcome

• Add Dutch language
• Fixed Drilldown for Netnumber
• Removed datatime check for all time
• Started with French language

V 4.0.16075.0

Future Intelligence

• Fixed graph colors
• Fixed SLA and HR line
• Fixed sort

Specific Agent

• Switched Agent parameter in drilldown
• Use same query as Total Agent

Specific Caller

• Switched Agent parameter in drilldown

Specific Skill

• Switched Agent parameter in drilldown

Summary Report

• Switched Agent parameter in drilldown

Total Agents

• Added Holdtime
• Switched Agent parameter in drilldown
• Use more generic query

Total Callers

• Added Holdtime

Total Skills

• Added Holdtime

V 4.0.16062.0

All

• Added NoLock
• Improved Parameter UCC Query
• Improved Transferee

Future Intelligence

• Cleanup query
• Fixed Forwarded Call Queue Time
• Switched from Table to Matrix

Netnumbers

• Fixed Forwarded Call Queue Time

Specific Agent

• Added DND
• Cleanup query
• Fixed Forwarded Call Queue Time
• Improved Hunts
• Removed Device Parameter

Specific Call

• Fixed Transferlookup
• Improved call connections
• Improved Query speed

Specific Caller

• Cleanup query
• Fixed Forwarded Call Queue Time

Specific Callers

• Fixed Forwarded Call Queue Time

Specific Calls

• Cleanup query

Specific Skill

• Cleanup query
• Fixed Forwarded Call Queue Time
• Switched graph to date

Summary Report

• Cleanup query
• Fixed Forwarded Call Queue Time
• Improved Hunts

Total Agents

• Fixed Trends Colors
• Added more sort options
• Added Trends column
• Cleanup query
• Fixed Forwarded Call Queue Time
• Improved Hunts
• Switched graph to date

Total Callers

• Added more sort options
• Added Trends column
• Cleanup query
• Fixed Forwarded Call Queue Time
• Fixed Trends Colors
• Switched graph to date

Total Skills

• Added more sort options
• Added Trends column
• Cleanup query
• Fixed Forwarded Call Queue Time
• Fixed Trends Colors
• Switched graph to date

UCC

• Cleanup Query
• Fixed Forwarded Call Queue Time

Welcome

• Added more click-able buttons
• Changed Week to Iso_Week

V 4.0.16023.0

Classification Overview

• Made compatible for Collocation

Dayreport

• Renamed to Summary Report

Future Intelligence

• Improved sorting charts

Netnumber

• Fixed Drillthrough

Specific Call

• Improved Speed
• Removed Transfer-Endpoint join

Total Agents

• Fixed Transfer From

UCC

• Changes Week to ISO Week

Welcome

• Changed layout
• Changed link to Summary Report

V 4.0.15505.0

Classification Overview

• Improved render in PDF

Dayreport

• Improved render in PDF

Dialogue Routing

• Improved render in PDF

Future Intelligence

• Changed Dialoguetype to Actiontype
• Improved render in PDF
• Show last graph per 30 minutes
• Show table per Skill

IVR

• Improved render in PDF

Milestones

• Improved render in PDF

Netnumbers

• Improved render in PDF

Specific Agent

• Improved render in PDF

Specific Call

• Added UCC Fix
• Improved render in PDF

Specific Caller

• Improved render in PDF

Specific Calls

• Fixed Classification Issue
• Improved render in PDF

Specific Skill

• Improved render in PDF

Status Overview

• Improved render in PDF

Total Agents

• Improved render in PDF

Total Callers

• Improved render in PDF

Total Skills

• Improved render in PDF

V 4.0.15503.0

Classification Overview

• Added UCC issue fix
• Renamed DIRECT skill

Dayreport

• Added UCC issue fix
• Equalize Agent Query with Total Agents
• Fixed SLA
• Renamed DIRECT skill

Future Intelligence

• Renamed DIRECT skill

Netnumber

• Added UCC issue fix
• Renamed DIRECT skill

Netnumber Netherlands

• Added UCC issue fix
• Renamed DIRECT skill

Netnumber New Zealand

• Added UCC issue fix
• Renamed DIRECT skill

Specific Agent

• Equalize modality type calls
• Added UCC issue fix
• Renamed DIRECT skill

Specific Call

• Added Recording URL Replace feature
• Improved order

Specific Caller

• Added UCC issue fix
• Renamed DIRECT skill

Specific Calls

• Added UCC issue fix
• Removed fix

Specific Skill

• Added UCC issue fix
• Equalize modality type calls
• Renamed DIRECT skill

Total Agents

• Added UCC issue fix
• Equalize modality type calls
• Removed fix
• Renamed DIRECT skill

Total Callers

• Added UCC issue fix
• Renamed DIRECT skill

Total Skills

• Added UCC issue fix
• Removed fix
• Renamed DIRECT skill

UCC

• Added HR Total
• Added percentage
• Added UCC issue fix
• Expanded SL Total
• Removed fix
• Renamed DIRECT skill

V 4.0.15462.0

All

• Improved QuickDrops

V 4.0.15461.0

All

• Added support for CallMeCallMe adds a button on your website where the customer can enter his / her number to be called by the UCC, saving the customer in telephone costs.
• UCC Filter added

Status Overview

• Fixed Day starttime

Total Agents

• Improved graph
• Improved transfer display

V 4.0.15455.0

Agent Query

• Improved hunting query

V 4.0.15452.0

Dayreport

• Removed background

Specific Agent

• Redesign status info

Specific Calls

• Distinct unique agents in lookup

Status Overview

• Changed table to matrix

Total Agents

• Removed background

Total Callers

• Removed background

Total Skills

• Removed background

UCC

• Removed background

V 4.0.15434.0

Dayreport

• Improved I Talk Time

Dayreport

• Improved Queuetime

Future Intelligence

• Fixed Graph X as

Netnumber

• Added drilldown

Netnumber Netherlands

• Renamed old Netnumber to Netnumber Netherlands

Netnumber New Zealand

• Added report

Specific Agent

• Added Transfers
• Improved I Talk Time
• Improved SLA
• Switch grouping Skill - Caller

Specific Calls

• Added Transfers attempts

Specific Skill

• Fixed Collation issues
• Improved I Talk Time
• Improved load time

Total Agents

• Fixed Collation issues
• Fixed Column Headers scroll
• Improved I Talk Time
• Improved SLA

Total Callers

• Fixed Column Headers scroll

Total Skills

• Fixed Column Headers scroll

UCC

• Fixed Column Header scroll

V 4.0.15433.0

Dayreport

• Fixed Queuetime calculation

Specific Agent

• Changed column name

Specific Calls

• Added recording url feature

Total Agents

• Fixed QueueTime calculation
• Improved Hunt Query part

Total Callers

• Added search option

V 4.0.15423.0

Classification Overview

• Added Navigation buttons

Specific Call

• Added new icons

Specific Calls

• Added QM sort

V 4.0.15413.0

Classification Overview

• Added the default reports

Dayreport

• Improved Query speed

Future Intelligence

• New report

Netnumber

• Changed map to World

Specific Calls

• Improved Query speed

Total Agents

• Improved Query speed

Welcome

• Added new Icons

V 4.0.15393.0

Dayreport

• Expanded SLA
• Fixed caller message
• Improved Query
• Redesigned Tables

Specific Agent

• Expanded SLA
• Fixed caller message
• Fixed Timeline
• Improved Query
• Redesigned Tables

Specific Caller

• Expanded SLA
• Fixed caller message
• Improved Query
• Redesigned Tables

Specific Calls

• Added Classification Level
• Fixed caller message
• Improved Query
• Redesigned Available Agents

Specific Skill

• Expanded SLA
• Redesigned Tables
• Fixed caller message
• Improved Query

Status Overview

• Added UCC
• Fixed RC

Total Agents

• Fixed caller message
• Improved Query
• Redesigned Tables

Total Callers

• Fixed caller message
• Improved Query
• Redesigned Tables

Total Skills

• Fixed caller message
• Improved Query
• Redesigned Tables

UCC

• Expanded SLA
• Fixed caller message
• Improved Query
• Redesigned Tables

V 4.0.15311.0

Total Agents

• Fixed Hunttime

UCC

• Added QuickDrop Circle

V 4.0.15302.0

Specific Call

• Added all new Events

Total Agents

• Fixed format for PDF

Total Callers

• Fixed format for PDF

V 4.0.15285.0

Dayreport

• Made SL_Queue_Total configurable

Total Agents

• Merged 3 tables

UCC

• Made SL_Queue_Total configurable
• Switched Type with Skill

V 4.0.15273.0

All

• Added Dialogue, Modality and Type Filter

Specific Call

• Changed Available Agent to Not Reserved Agent

Status Overview

• Added AgentCheck filter

Welcome

• Redesigned