Release Notes Dialogue Intelligence 4.0

This version has reached its end of life. See our End of life policy.

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

 

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

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

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

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