SEP 25, 2025

The Performance Indicator Report has been enhanced with new data for external transfer calls. Real-time monitoring has been updated with improved filters and search options. Agent status handling during manual outbound calls has also been corrected.

✨New Features

Performance Indicator Report Enhancement-

The Performance Indicator (PI) Report (Daily) has been updated to include a new column showing External Transfer calls made by agents. The External calls count and duration are now available. A checkbox has been added to include or exclude External calls and their durations. For the by Channel Type report, start of call is calculated from when the call is ringing on the agent; for the standard PI report, start of call is calculated from when the call enters IVR.

Real Time Calls Tab: User Experience Enhancements-

A Refresh Interval dropdown is now available in the Admin portal in the Calls waiting in Queue tab in the Queues section under Real Time. In this same page, the option to search by agent name in the search bar has been added.

🛠️Bug Fixes

Agent Status During Manual Outbound Call -

Agent status is now updated to "Reserved" when initiating a manual outbound call. If the call is cancelled or the popup is closed without completing the call, the agent’s status reverts to the previous state. This prevents incoming calls from being assigned to agents during the outbound call setup process.

Agent Skill Selection -

In the Admin Portal, under Configuration in User Management, selected skills now display as checked in the dropdown box when editing an agent's skills assignments. Issue where duplicate skills can be added to as an agent or supervisor during configuration has been resolved.

Duplicate Filter Box-

The issue where there were duplicate filter boxes in the General Tab under Queues in the Real Time section has been resolved.

Voicemail Search Function -

The voicemail search function in the admin portal under Advanced Configuration has been updated to return results for valid queries if present in the voicemail.
 

Availability

These enhancements are now available for users in all regions.