Fixed: This release addresses the following issues:
This release addresses the following issues:
• Fixed an issue where the formatting of numeric values was inconsistent across tiles. • Fixed an issue where column headers, filter labels, and tile titles didn't immediately switch to a newly selected language. • Fixed an issue where the Productive Agents column in the tables of the Queue Group Performance - All dashboard didn't display values appropriate to the queue group settings. • Fixed an issue in the Call Queue Metrics (Historical) Explore where filtering by Agent Name without including it as a visible column resulted in zero rows being returned. • Fixed an issue that affected calls to a sub-menu that were deflected using Custom After Hours Deflection to a message. These calls were incorrectly attributed to the parent menu in the All Queued Interactions report. • Fixed the effectiveness of the Direction filter in the following dashboards:
Agent Performance. The Agent Productivity Detailed – Calls and Agent Productivity Detailed – Chats tables correctly reflect the filter setting. • Real-time Agent Monitoring. The Agent Performance table and historical metrics tiles correctly reflect the filter setting. • All Interactions – Calls and All Interactions – Chats. The IVR Interactions (calls only) and Virtual Agent Interactions tables correctly reflect the filter setting.
Fixed an issue with the Queue Performance - Calls dashboard when short abandons were present in the specified date range. The Avg Queue Time column in the Queue Summary table incorrectly displayed the raw sum of queue durations instead of a true average.
Fixed an issue where team filters didn't apply correctly when generating the Individual Call History Report and the Individual Chat History Report. This resulted in the inclusion of data from unmanaged queues.
Fixed the following issues with the Real-time Calls - Calls Queued dashboard:
• The Total Queued Now metric didn't include callers who were returned to the queue after an automated-answer detection miss. • The Current Max Queue Wait Time (H:M:S) and Current Avg Queue Wait Time (H:M:S) metrics mistakenly measured from a caller's original entry into the queue, rather than from their most recent return to the queue.
Fixed an issue where a gray bar appeared at the bottom of the advanced reporting dashboards, preventing a full view of the dashboards.