Release Notes Dialogue Intelligence 5.0

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

V 5.0.18054.01

Agent Query

  • Improved performance classifications

Caller Query

  • Improved performance classifications

Classification Overview

  • Improved performance classifications

 

V 5.0.18045.01

Agent Query

All

  • Switch page from A4 to A3

Caller Query

  • Added missed Email hunts
  • Added Missed Reason
  • Fixed Agent Uri with skillchange

Dialogue Routing

  • Added ForwardAccepted as Accepted Event

IVR Report

  • Fixed duplicates
  • Fixed Group

UCC

  • Updated Circle graphs

 

V 5.0.17515.01

Agent Query

  • Added SL Total Parameter
  • Improved Hold Time

All

  • Add sort to Language dropdown
  • Fixed compatible with pre-render query
  • Support Campaign Dialer
  • Use type Voicemail as soon as customer chooses action Voicemail

Caller Query

  • Improved Hold Time

Language

  • Added feature to select language, instead of install all languages
  • Added fr-BE
  • Added nl-BE

Status Overview

  • Fixed FormalChange on multiple days

 

V 5.0.17484.01

All

  • Updated to new color palette

Caller Query

  • Added queueposition to query

Language

  • Added Hebrew Language

Netnumber Netherlands

  • Added 085 to Businessnumber

Specific Call

  • Improved performance

Specific Calls

  • Added Years, Month, Weeknumber to Excel en CSV export

 

v 5.0.17451.01

All

  • Added Type "OutboundCallActiveEndpoint"

Specific Call

 

v 5.0.17445.01

Agent Query

  • Added OutboundActiveEndpoint

Caller Query

  • Added OutboundActiveEndpoint

Future Intelligence

  • Fixed legend colors

Heatmap

  • Added Qoah grouping parameter

Status Overview

  • Added Index on temp table
  • Added percentage column

Survey Report

  • Switched to Shared Survey Database

Total Agents

  • Added Group Parameter

Total Callers

  • Added Group Parameter

Total Skills

  • Added Group Parameter

 

v 5.0.17423.01

Caller Query

  • Fixed Missed Conversation to exclude quickdrops
  • Fixed QuickDrop Conversation to include quickdrops

Specific Calls

  • Added Transferee filter
  • Added Transferee sort

V 5.0.17373.01

Agent Query

  • Added hunt limit fix

All

  • Improved performance with large UCC_AgentLog Tables

Caller Query

  • Added ShowClassification filter to toggle between Last and All classification

Language

  • Added URL back to the Welcome.rdl

Status Overview

  • Improved performance

Welcome

  • Added URL to Language.rdl if no Translation table is found

 

V 5.0.17351.01

Agent Query

  • Added index on temp table

All

  • Added versioning
  • Removed NoData caption

IVR Report

  • Added Dialogue Filter
  • Added Modality Filter

Status Overview

  • Improved Discharge recognition

 

V 5.0.17324.0

All

  • Added ActionType NoContact
  • Added color for NoContact
  • Added color for Overflow
  • Added Modality AutonomousDialer
  • Added Modality VoicemailDialer
  • Change Default values Dialogue to Query (gets updated automatically)
  • Change Default values Modality to Query (gets updated automatically)
  • Change Default values Type to Query (gets updated automatically)
  • Changed Modality Dialer to Outbound Dialer
  • Changed Outbound NoSkill to NoContact
  • Removed unused parameters
  • Simplified the double query

Caller Query

  • Added ForwardAcceptedBy Uri
  • Added SkillChosen to ActionType Voicemail
  • Added Talktime to ActionType Voicemail
  • Change Outbound Dialer Accept when both contacts accept
  • Change Outbound Dialer Talktime to start when the customer accepts
  • Fixed empty caller filter

IVR Report

  • Added Report
  • Added report to package

Language

  • Added new text

Netnumber New Zealand

  • Replaced Action Type graph with columns

QM Report

  • Added report to package

Specific Call

  • Removed dependency of UCC_SessionSummary table
  • Added new event icons
  • Fixed wrong timediff before hunt
  • Fixed wrong timediff on first event

Specific Caller

  • Fixed drill through to Specific Agent if Agent contains capital letter

Specific Calls

  • Added SkillChanged column
  • Fixed drill through to Specific Agent if Agent contains capital letter
  • Fixed hide Survey if empty

Specific Skill

  • Fix VoicemailDialer Skill check
  • Fixed drill through to Specific Agent if Agent contains capital letter

Summary Report

  • Fixed drill through to Specific Agent if Agent contains capital letter

Total Agents

  • Fixed drill through to Specific Agent if Agent contains capital letter

Transferee Report

  • Fixed case sensitive domain

Welcome

 

V 5.0.17303.0

Agent Query

  • Added Chat Transferee

Caller Query

  • Added Chat Transferee

Status Overview

  • Show new RC with same status

Total Skills

  • Fixed Outbound Skill filter

 

V 5.0.17281.0

All

  • Added Group expand / collapse parameter

QM Report

  • Added new report

Caller Query

  • Fixed Multi QM Search
  • Added Transferee Filter
  • Added Supervisor Filter

 

V 5.0.17265.0

Agent Query

  • Fixed Direct Transfer I. Talk Time
  • Improved Query performance
  • Limit Discharge to 3600 sec

All

  • Added Language compatibility
  • Added QM Text check
  • Added user language detection
  • Changed parameter orders
  • Changed SLA from <= to <
  • Made UCC parameter visible
  • Translated Parameter values

Caller Query

  • Improved Query performance
  • Limit Discharge to 3600 sec

Classification Overview

  • Fixed Header warning

Future Intelligence

  • Fixed Hour sort
  • Fixed label Business hours

Netnumber

  • Fixed logo size

Netnumber Netherlands

  • Fixed Abroad

Specific Agent

  • Added Pattern to Reason Codes
  • Added Timerange Start and End
  • Improved Status Query

Specific Call

  • Corrected Header
  • Fixed Dialer icon

Specific Caller

  • Corrected Header

Specific Calls

  • Added new icons
  • Fixed Export to CSV

Specific Skill

  • Corrected Sort

Status Overview

  • Added Device filter
  • Switch Agent UCC groups

Summary Report

  • Switch from days to hours

Total Skills

  • Add Skills dropdown filter

Total Transferees

  • Added Sort

UCC

  • Added QM column
  • Added Qoah to Matrix

Welcome

  • Fixed Week number on Sundays

 

v 5.0.17135.0

Agent Query

  • Added Multi QM support

All

  • Added Multi QM

Caller Query

  • Added Multi QM support

Welcome

  • Made URLS open in new tab

 

V 5.0.17124.0

Future Intelligence

  • Fixed Skill Group
  • Hide NoSkill from Skill Graph

Netnumber

  • Added Caller sub-group
  • Added link in country name
  • Removed link from not available maps
  • Show call sub-group

Specific Agent

  • Fixed Skill Group

Specific Caller

  • Fixed Skill Group

Specific Calls

  • Reintroduced Recording Pattern / Replacement

Status Overview

  • Changed days to hours

Summary Report

  • Fixed Skill Group
  • Updated Sort

Total Agent

  • Fixed Skill Group
  • Updated Sort

Total Callers

  • Fixed Skill Group
  • Updated Sort

Total Skills

  • Updated Sort
  • Total Transferees
  • Updated Sort

UCC

  • Fixed Skill Group
  • Updated Sort

 

V 5.0.17102.0

Agent Query

  • Improved Skill filter
  • Removed discharge > 30 000

All

  • Fixed UCase Null value
  • New Design finetuning

Caller Query

  • Added Businesshours
  • Added extra check to remove negative values
  • Fixed Missed Outbound Calls
  • Removed discharge > 30 000

Netnumber

  • Fixed Query

Netnumber Canada

  • Added expand to see number

Specific Call

  • New Design

Status Overview

  • Fix RC during Discharge
  • Rename Reset to Available

 

V 5.0.17052.0

Agent Query

  • Reduced UCC parameter checks

All

  • Visuals updates to 5.0 design

Caller Query

  • Added QM parameters
  • Reduced UCC parameter checks

Dialogue Routing

  • Added Voicemail, with color
  • Gave AcceptedByOtherEndpoint different color

Future Intelligence

  • Changed graph order
  • Made Skill group case insensitive

Netnumber

  • Improved performance

Specific Agent

  • Changed status graph sort
  • Made Skill group case insensitive

Specific Caller

  • Made Skill group case insensitive

Specific Calls

  • Split Specific Call and Specific Chat icon

Summary Report

  • Fixed Matrix Drilldown bug
  • Made Skill group case insensitive

Total Agents

  • Made Skill group case insensitive

Total Callers

  • Made Skill group case insensitive

Total Skills

  • Made Skill group case insensitive

UCC

  • Made Skill group case insensitive

Welcome

  • Visual Changes

 

V 5.0.17014.0

Agent Query

  • Fixed QM Average

Caller Query

  • Fixed QM Average

 

V 5.0.17013.0

Agent Query

  • Added support for Email

Future Intelligence

  • Improved performance

Specific Agent

  • Changed Weekname expression

Specific Call

  • Added new icons

Specific Call

  • Improved performance

Summary Report

  • Expanded SLA Total

Total Skill

  • Fix possible drilldown bug

UCC

  • Fix possible drilldown bug

Welcome

  • Fixed typo

 

V 5.0.16483.0

 

Caller Query

  • Extra char-index check on initialtransferee

 

V 5.0.16464.0

Agent Query

  • Change Caller format

Caller Query

  • Fixed multiple classifications per call

Classification Overview

  • Added Drill Trough
  • Fixed multiple classifications per call

Future Intelligence

  • Fixed missing columns

Heatmap

  • Finetuned groups
  • Removed dynamic groups

Specific Agent

  • Fixed visual status

Specific Call

  • Fixed typo drill down

Specific Calls

  • Changed Report to Specific Chat if modality is Chat
  • Fixed Recording Parameter

Specific Chat

  • Added to Solution

Status Overview

  • Added Agents filter

Total Agents

  • Added Score

Total Transferees

  • Removed wrong actions

UCC

  • Fixed missing percentage

 

V 5.0.16433.0

Agent Query

  • Changed MAX to 8000
  • Did convert in first table
  • Improved performance

All

  • Removed Total Page to improve progress

Caller Query

  • Added distinct to first available agents
  • Changed MAX to 8000
  • Did convert in first table
  • Improved performance

Classification

  • Fixed Show All Parameter bug

Heatmap

  • Added new report
  • Made grouping smarter

Index Check

  • Added sessionsummary

Transferee Report

  • Added new report

Specific Agents

  • Switch one day to one week statuses

Specific Calls

  • Fixed Agent drill down

Summary Report

  • Changed CountDistinct to Count to improve progress
  • Removed Cint to improve progress

Total Agents

  • Moved 2nd Agent table to Total Transferee

UCC

  • Changed CountDistinct to Count to improve TimeProcessing
  • Moved Heatmap to Heatmap report
  • Removed Cint to improve TimeProcessing

Welcome

  • Added Heatmap and Total Transferee

 

V 5.0.16413.0

Agent Query

  • Fixed Parameter Sniffing
  • Fixed varchar(max) error

All

  • Added Discharge Duration
  • Fixed Class more than 255
  • Fixed OutsideBusinesshours parameter
  • Improved parametersniffing
  • Subscription Query fixed parameter sniffing
  • UCC Query fixed parameter sniffing

Caller Query

Dialogue Routing

  • Fixed Parameter Sniffing

Netnumber

  • Added USA and Canada
  • Fixed Parameter Sniffing

Netnumber New Zealand

  • Reduced Size

Netnumber USA

  • Switched to Bubble

Specific Agent

  • Added Discharge to Presence
  • Added QM calls
  • Added Transfers percentage
  • Change name RingTime to HuntTime
  • Fixed timeline
  • Fixed Parameter Sniffing
  • Hide Formal statuses

Specific Call

  • Added QueuePosition

Specific Skill

  • Added QM calls
  • Removed Trend graph

Status Overview

  • Added Discharge
  • Fixed Discharge
  • Fixed Graphs
  • Fixed Parameter Sniffing

Summary Report

  • Change name AR to HR
  • Fixed sorts

Total Agents

  • Fixed Parameter Sniffing
  • Fixed sorts
  • Removed Trends

Total Callers

  • Fixed sorts
  • Removed Trends

Total Skills

  • Removed Trend graph

Total Transferee

  • Added more groups
  • Added Report

UCC

  • Fixed Hour sort