Voice Monitor, release notes

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

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

Released 25.11.2021

Scope

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

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