TASKE Cloud Update Release Information

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