Release Notes Dialogue Intelligence 6.3

V 6.3.18503.01

23 December 2018

Requirements

• 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. 6.3 or higher required

Agent Query

• Added Queued CallbackWith CallBack the customer can leave his / her number to be called back by an available agent during business hours.
• Fixed Class for non-accepted dialogue
• Removed reverse compatible to greatly increase performance

All

• Added CallBack to parameter

Caller Query

• Added CallBack as actiontype
• Added Queued Callback
• Removed backwards compatible to greatly improve performance

Classification Overview

• Added 6.3 support

Dialogue Routing

• Added CallBack

Future Intelligence

• Removed backward compatible, to improve performance

Netnumber

• Added 6.3 support

QM Report

• Added 6.3 support

Specific Agent

• Change SLA value to timestamp if over 999
• Removed backward compatible, to improve performance

Specific Call

• Added 6.3 support
• Added new icons

Specific Caller

• Change SLA value to timestamp if over 999

Specific Skill

• Change SLA value to timestamp if over 999

Status Overview

• Removed backward compatible, to improve performance

Summary Report

• Change SLA value to timestamp if over 999

Total Agents

• Added Outbound Accepted to Graph
• Change SLA value to timestamp if over 999
• Fixed DrillDown to Specific Hunts

Total Callers

• Change SLA value to timestamp if over 999

Total Skills

• Change SLA value to timestamp if over 999

UCC

• Change SLA value to timestamp if over 999