Current Release
2023.1.31 Update date: January 18, 2023
Fixes and feature enhancements:
- Added the Unavailable Reason report – shows a count and time in the various Amazon Connect custom Unavailable statuses
- Added Unavailable Reason summary statistics to real-time
- Added the ability for users to Silent Monitor (listen to) another agent’s call
- Added the ability for users to send a Silent Monitor to another user
- Added the ability for users to move an agent from the Missed or After Work states to Available
- Added a Routing Profile Staffing report
- Fixed an issue where the Agent disconnected first statistic was not being properly tabulated
- Fixed an issue where a callback was being double pegged as an offered call when it was requested in one queue but was completed in a different queue
- Corrected an issue where the ASA time for queue calls that don’t actually wait in queue (an agent was available immediately) was incorrect
- Added the feature that when a report is saved its sort column is also saved
- Fixed an issue in Replay where if an agent was already on a call when replay was started, they are not shown as on a call
Mature Releases
2022.4.51 Update date: December 7, 2022
Fixes and feature enhancements:
- Added a Dark color scheme
- Added statistics: Max Calls Waiting in queue, Agent Unavailable Time and Agent Time in Missed
- Added indicator to Visualizer search results icons to show there is a recording associated with the contact
- Real-time Lex bot utterances table explicitly says “not recognized” when an utterance is missed
- On Visualizer detail pages, the Flow details section is now a confined scrolling frame
- Added context-sensitive help to Reports
- Resolved issues where some saved reports would not email on their schedule
- Resolved issue where Time to Answer was inaccurate in Visualizer
- Improved speed of resource selection for Reports and Visualizer
- Fixed an issue where the word cloud for a Lex bot would continue to fill in infinitely
- Fixed an issue where Routing Profiles would show agents no longer assigned to that profile
- Fixed an issue where not all contacts were being reported in Visualizer
- Fixed Max Call Wait time to account for callers that requested callbacks as well
- Fixed an issue where when a callback waited overnight, the call would not be credited correctly in Reports
2022.3.43 Update date: August 21, 2022
Fixes and feature enhancements:
- Added Available and Unavailable duration to Agent Voice Call report
- Fixed the sizes of charts in scheduled report emails
- Scheduled reports wait for charts to render before sending email
- Fixed an issue where saved reports were not calculating column statistics correctly if they have been reordered
- Fixed an issue where calls waiting in reports always showed 0
- Word cloud only loads when data changes
- Added Lex bot word cloud
- Added Sankey journey diagram to Contact Flow reporting
- Added Contact flow reporting
- Wide reports exported to PDF now wrap and first column repeats on wrap
- Added statistics for utterances that a customer failed to confirm
- Added Lex bot reporting
- Added multiple y-axes to charts
- Fixed an issue where Average Available Agents (AAA) was not being calculated for a 24/7 contact center
- Added compression to the data files on disk
- Limited queue reports to hours of operation
- Added a TASKE security profile to assign to users in order to permit log into TASKE Cloud
- Added Agent disconnected first statistic
- Added speed control to Replay
- Added Routing Profile reporting
- Added Replay
