Released 20.10.2022
Scope
Performance improvement for data processing architecture
Views will be updated timely, without significant latency.
This change will ensure that displayed data and what is actually happening are always in sync.
Released 14.04.2022
Scope
Real-time visibility to callback list status
Number of open call back requests (total)
Number of open call back requests per list
Number of agents active per list
“Call back list” -filter can be applied for these KPIs to adjust the view.
Released 24.03.2022
Scope
Users can see only those service pools / other users for which they have necessary administrative rights. This is based on the same access control as for common Voice Center management features and can be configured via Enreach Portal with management group settings
This allows Enreach customers to provide visibility to Voice Monitor information based on e.g. different internal or outsourced -teams, managing only a certain set of service pools / users.
This also enables Enreach customers to provide Voice Monitor -view to their end customers.
Release date 10.03.2022
Scope
Security and hardening improvements.
Removal of de-activated users from the UI.
Release date 10.02.2022
Scope
Platform hardening and security improvements
Improvements to user availability status handling
In some cases users were left “hanging” in certain state
This improvement ensures that the latest state is always displayed
Automated removal of de-activated users
If user is removed from Voice Center it will be automatically removed from Voice Monitor UI
Users that were removed before this version, will be removed from the UI with a separate batch update during Feb 2022.
Sorting of tables will remain when moving between different tables
Number of rows displayed in table is set to “all” as default
Filter pane will be hidden as default / on open.
Known issues
Users de-activated from Voice Center before version this version (1.1) will remain in the UI until batch user information update is completed. This is targeted to be done during Feb 2022.
Release date 14.12.2021
Scope
First commercially available version of Voice Monitor by Enreach
Branding update
Naming change
Logo
Colors
Released 25.11.2021
Scope
Fixes to known issues and limitations in Beta version 1.0
User status timer / status change time is not updating correctly
For some customers, users are shown to be on a “direct” -call incorrectly
Space key not working when using search for filters
Total level “On service call” -KPI vs users on service call calculated from the user view is not always in sync
User status time not updated by the change in the user status note, only by the main state.
Released 14.10.2021
Real-time queue status monitoring
Serving agents per service pool
Active agents per service pool
Free agents per service pool
On call agents per service pool
Maximum waiting time per service pool
Queue length per service pool
Service pool filters
Name
Service pool location (set in BeneDesk configuration)
Service pool group (set in BeneDesk configuration)
Real-time user status monitoring
User main status (automatically set, e.g. “Available”, “Off Work”)
User status note (set by the user, e.g. “Having lunch”, “On a holiday”)
Time the user has spent in the last status
Serving - Yes / No
On call - Yes / No
Service pool of the currently ongoing call
User filters
Name
Department
Subcompany
Location
Team
Known issues
User status timer / status change time is not updating correctly
For some customers, users are shown to be on a “direct” -call incorrectly
Space key not working when using search for filters
Total level “On service call” -KPI vs users on service call calculated from the user view is not always in sync