TELUS Cloud Contact Centre RELEASE NOTES Version

Transcription

1 TELUS Cloud Contact Centre RELEASE NOTES Version Cloud Service Applications Team (CSAT) April 2016

2 REVISION HISTORY Table 1: Document Revision History Revision Revision Date Comments Author 1.0 April 1, 2016 Initial version TELUS Page 2 of 15

3 TABLE OF CONTENTS 1. INTRODUCTION USER REQUIREMENTS TELUS Call Management Interface (Finesse Gadgets) TELUS Multimedia Interface (Upstream) TELUS Reporting/Provisioning Interface (VIM) TELUS Quality Management Interface (Harmony) BUG FIXES TELUS Call Management Interface (Finesse Gadgets) TELUS Multimedia Interface (Upstream) TELUS Reporting/Provisioning Interface (VIM) Corrected Service Level Availability (SLA) calculation in certain reports Report parameters disappearing Corrected calculation in Calls by Call Type Report TELUS Quality Management Interface (Harmony) Other NEW FEATURES / ENHANCEMENTS TELUS Call Management Interface (Finesse Gadgets) Phonebook New Agent Status Column Real-Time Queue Display New Total Call Counter Real-Time Queue Display New Longest Waiting Time Real-Time Queue Display New Call Counters Displayed for All Queues Real-Time Queue Display Queue with Longest Waiting Time Highlighted TELUS Multimedia Interface (Upstream) New Voic -to- gadget TELUS Reporting/Provisioning Interface (VIM) TELUS Quality Management Interface (Harmony) Other New short-term message in queue to feature BEHAVIOUR CHANGES TELUS Call Management Interface (Finesse Gadgets) Dialpad Fixed Dialpad Agent Status Timer New Location on Screen Call Control Buttons Improved Functionality Phonebook Improved Functionality Send Voic Gadget New Location on Screen TELUS Multimedia Interface (Upstream) TELUS Reporting/Provisioning Interface (VIM) TELUS Quality Management Interface (Harmony) Other KNOWN ISSUES TELUS Call Management Interface (Finesse Gadgets) Page 3 of 15

4 Dialpad Redial Button Call Control Buttons Outbound call attempts Call Control Buttons Notes not transferred with call TELUS Multimedia Interface (Upstream) TELUS Reporting/Provisioning Interface (VIM) TELUS Quality Management Interface (Harmony) Other Page 4 of 15

5 1. INTRODUCTION In April 2016, the TELUS Cloud Contact Centre (TC3) Finesse Gadgets interface will be upgraded and fixes will be applied to the TC3 VIM interface. The TELUS voic -to- gadget will be available in the Upstream interface, and a new voic -to- feature will be introduced during the same timeframe. The objective of this document is to describe to TC3 customers the changes that will be applied to the different interfaces that make up the TC3 solution. These interfaces are: TELUS Call Management Interface (Finesse Gadgets) TELUS Multimedia Interface (Upstream) TELUS Reporting/Provisioning Interface (VIM) TELUS Quality Management Interface (Harmony) There is also an Other section which will describe changes that do not fall into any of these categories The information has been divided into the following sections: USER REQUIREMENTS: Software requirements for each interface that must be respected. BUG FIXES: Issues previously identified that have been corrected in the new release. NEW FEATURES/ENHANCEMENTS: Enhancements included in the TC3 interfaces/platform. BEHAVIOUR CHANGES: Features whose behaviour has changed in the new release. KNOWN ISSUES: Known issues in the new release, including workarounds where they are available. Fixes for these will be included in a future release. In order to support our customers in their use of TELUS Finesse Gadgets V2.1, TELUS would like to introduce our Finesse Gadgets V2.1 training material. The training material will be made available to customers via the TC3 support portal. Customers will be advised of its availability via a TC3 notification early Q Page 5 of 15

6 2. USER REQUIREMENTS 2.1. TELUS Call Management Interface (Finesse Gadgets) The TC3 Finesse Gadgets V2.1 desktop is fully supported with the following software components: Operating System: Windows XP (Service Pack 3 or later) o Browsers: Internet Explorer 9.0, Firefox (versions 24 to 45) Operating System: Windows 7 o Browsers: Internet Explorer 9.0, Firefox (versions 24 to 45) Operating System: Mac OS X o Browsers: Firefox (versions 24 to 45) Note that ports 443 and 7443 must be open. Please note that TC3 Finesse Gadgets users should clear their browser and Finesse caches the first time they log into TC3 Finesse following any upgrade. Instructions on how to do this can be found on the TELUS Cloud Contact Centre support page at TELUS Multimedia Interface (Upstream) As Upstream is based on the Cisco Finesse tool, the software requirements for Upstream are the same as those for TELUS Finesse Gadgets described in section 2.1 above TELUS Reporting/Provisioning Interface (VIM) VIM is fully supported with the following software components: Operating System: Windows 7 o Browsers: Internet Explorer 8 to Internet Explorer 11, Firefox versions 18 to 45, Google Chrome versions 25 to TELUS Quality Management Interface (Harmony) Harmony is fully supported with the following software components: Operating System: Windows 7 o Browsers: Internet Explorer 8 to Internet Explorer 11 in compatibility view Page 6 of 15

7 3. BUG FIXES 3.1. TELUS Call Management Interface (Finesse Gadgets) No bug fixes for TELUS Finesse are included in this release TELUS Multimedia Interface (Upstream) No bug fixes for Upstream are included in this release TELUS Reporting/Provisioning Interface (VIM) The bug fixes described in this section will be applied on April 11, Corrected Service Level Availability (SLA) calculation in certain reports Previously, the SLA in the real-time Skillgroup and real-time Call Type reports did not take into account the configuration of the Call Type or the Skillgroup. This has been corrected and the SLA is now calculated correctly Report parameters disappearing Parameters chosen when running a custom report, i.e. Upstream reports, were disappearing after the report was generated. This has been corrected Corrected calculation in Calls by Call Type Report Previously the total percentage of calls abandoned in queue calculation was incorrect in the Calls by Call Type report. This calculation has been corrected TELUS Quality Management Interface (Harmony) No bug fixes for Harmony are included in this release Other No other bug fixes are included in this release. Page 7 of 15

8 4. NEW FEATURES / ENHANCEMENTS 4.1. TELUS Call Management Interface (Finesse Gadgets) The following section provides information on new features and enhanced functionalities that have been introduced in this release. Customers will be advised of the exact date of the upgrade individually Phonebook New Agent Status Column Description: The phonebook now displays an additional Current Status column where the status of other agents belonging to the same team can be seen. This is useful for agent-to-agent calls. See figure 1, item #1. Fig Real-Time Queue Display New Total Call Counter Description: This section displays the total number of calls waiting in all the queues to which the agent belongs. See figure 2, item #2. Fig Real-Time Queue Display New Longest Waiting Time Description: The longest wait time shown in this section is that of the call that has been in queue for the longest it includes all queues to which the agent belongs. See figure 3, item #3. Fig. 3 Page 8 of 15

9 Real-Time Queue Display New Call Counters Displayed for All Queues Description: This section has been redesigned to display the number of calls waiting in each queue. Agents no longer need to click on each queue to see how many calls are waiting in that queue. See figure 4, item #4. Fig Real-Time Queue Display Queue with Longest Waiting Time Highlighted Description: The queue that has the call that has been waiting for the longest will be displayed in orange, instead of the default blue, so that it is more visible to the agent. See figure 5, item #5. Fig TELUS Multimedia Interface (Upstream) New Voic -to- gadget Description: The TELUS Finesse Gadgets voic -to- gadget can now optionally be included in the Upstream agent interface. See figure 6, item #10. Fig TELUS Reporting/Provisioning Interface (VIM) No new features or enhancements to VIM are included in this release TELUS Quality Management Interface (Harmony) No new features or enhancements to Harmony are included in this release. Page 9 of 15

10 4.5. Other New short-term message in queue to feature The short-term message-in-queue (voic ) feature will have the capability to send a voic to an distribution list by default once a pre-defined time in queue has been reached. This feature also provides the ability to automatically a short-term message-in-queue immediately on reception. The pre-configured time in queue can be configured on a per tenant and per call flow basis. The maximum pre-defined time is 23 hours. Page 10 of 15

11 5. BEHAVIOUR CHANGES 5.1. TELUS Call Management Interface (Finesse Gadgets) The following sections provide information on existing functionalities that have been modified. Customers will be advised of the exact date of the upgrade individually Dialpad Fixed Dialpad Description: The Make a Call gadget has been turned into a fixed dialer available at any time, making it easier and faster for agents to make outbound calls. See figure 7, item #6. Fig Agent Status Timer New Location on Screen Description: Now displayed at the top-left corner, next to the agent status, the timer displays how much time the agent has been in a specific status. It is worth nothing that switching between statuses other than READY will not reset the timer. The agent must switch between READY and NOT READY statuses to reset the timer. See figure 8, item #7. Fig. 8 Page 11 of 15

12 Call Control Buttons Improved Functionality Description: The call control layout has been redesigned so that buttons are displayed only when they are available. For example, the Transfer and Conference buttons are greyed out unless the agent has two active interactions and can actually transfer or conference a call. See figure 9, item #8. Fig Phonebook Improved Functionality Description: The Phonebook is now presented as a resizable pop-up that can be dragged and dropped anywhere in the Finesse window. The columns can be filtered and sorted, and the Search option in the top-right corner queries across all the columns. See figure 10, item # 9. Fig Send Voic Gadget New Location on Screen Description: The voic functionality, previously integrated in the Interaction Status Area gadget, is now a stand-alone gadget. The voic -to- box now appears slightly lower on the screen than in the previous version. The message No Voic present will be displayed in this box for non-voic interactions. See figure 11, item #10. Fig. 11 Page 12 of 15

13 5.2. TELUS Multimedia Interface (Upstream) No behavior changes have been introduced into Upstream in this release TELUS Reporting/Provisioning Interface (VIM) No behavior changes have been introduced into VIM in this release TELUS Quality Management Interface (Harmony) No behavior changes have been introduced into Harmony in this release Other No other behavior changes have been introduced in this release. Page 13 of 15

14 6. KNOWN ISSUES 6.1. TELUS Call Management Interface (Finesse Gadgets) Customers will be advised of the exact date of the upgrade individually Dialpad Redial Button When an agent places a call on hold, the Redial button is greyed out, preventing the agent from placing a second call to the number most recently dialed. See figure 12. Fig. 12 Workaround: Do NOT place the first call on hold before attempting to use the Redial button. See figure 13. Fig Call Control Buttons Outbound call attempts When an agent has a call that has been placed on hold and places an outbound call, he/she will need to hit the Dial button twice in order for the second call to be successful. Workaround: Do NOT place the first call on hold before placing the outbound call. Page 14 of 15

15 Call Control Buttons Notes not transferred with call When an agent has a call that has notes attached and places the caller on hold to transfer the call to a specific queue, the notes will not be included with the transferred call. Workaround: Do NOT place the first call on hold before transferring it to a specific queue TELUS Multimedia Interface (Upstream) No known issues have been introduced in Upstream in this release TELUS Reporting/Provisioning Interface (VIM) No known issues have been introduced in VIM in this release TELUS Quality Management Interface (Harmony) No known issues have been introduced in Harmony in this release Other No other known issues have been introduced in this release. Page 15 of 15