Release Notes Dialogue Intelligence 6.3

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

Note: Report 6.3 need to run on a CoreThe Core is the contact center application of Anywhere365. It manages all the Dialogues and Dialogue related settings. The Core product can be extended with several Platform Elements. 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 UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs. 6.3 or higher required

Agent Query

Added Queued CallbackThe CallBack feature enables the customer to 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