We have introduced the following enhancements and improvements in this release:
This release includes several reporting improvements, which are highlighted below.
When you make minor changes in the Edit panel, you can use a new Preview button to refresh just the data table instead of the whole page.
In reports where answers to questions are displayed, N/A is a valid count answer to some questions.
To make more room for the content of a report, you now have access to a control that allows you to collapse or expand the search bar in the report.
When you select a Subtotal cell in a Summary or Trending report, there may be more than one evaluation included in the average calculation. These evaluations can be viewed as a group in the Evaluations search page by clicking a new link, which appears in cases where more than one evaluation is considered.
This release includes several Quality Management improvements, which are highlighted below.
The new Auto-Fail Section feature simply sets all the question points in that section to 0, similarly to the function of the Auto-Fail Evaluation feature; this allows you to auto-fail a specific portion of the evaluation, rather than all of it. Auto-Fail Evaluation continues to function in the same way as before. The descriptions for auto fail functions have also been improved, and now display a message when evaluation question answers result in auto-fail behavior.
You now see a new column in the Evaluations search page if an evaluation was failed on a specific section or completely. In addition, these evaluations can be filtered using the search filter under the new field Evaluation Auto-Fail.
New messages help guide you when an evaluation question is answered in a way that causes an auto-fail in a specific section, or for the entire evaluation. These messages can show up per question, as well as when the evaluation is saved.
As a manager, you now have the ability to measure how consistent a question response is. Consistency is counted based on how often an agent met their goal, divided by the number of evaluations in the consideration period. For example, if Agent A has 10 evaluations and met their goal on 5 of those, Agent A’s consistency is 50%. Consistency can now be configured along with other Goal settings. Consistency is calculated for subtotal columns and grand totals, as well as row totals for each row item. Additionally, exports to Excel now contain this information.
Bonuses are calculated in two ways:
From the evaluation editor page, you have the option to add a bonus to any type of question. Evaluations with bonuses added are indicated by a Bonus icon. Bonuses are also indicated on the Single Evaluation report.
You can now use filters in the Evaluations search page and in evaluation reports, based on which evaluations were or were not scored with bonuses.
The following bug fixes have been applied in this release:
|ROC-3290||Speech Discovery cannot create topics because no phrase is assigned.|
|ROC-3263||Retention information is not synchronizing with Virtual Contact Center.|
|ROC-3121||Keyboard navigation selects different filters than what is highlighted.|
|ROC-3094||After a call is ended, the label that was added is deleted.|
|ROC-3031||The date range selector does not work.|
|ROC-2505||Columns should hide when an outside element is scrolled to.|
|ROC-2978||The label input and buttons are not centered.|
|ROC-2915||The expand/collapse button in the report header does not work on Internet Explorer or Firefox.|
|ROC-2900||New templates do not show up until role modifications or updates are complete.|
|ROC-2889||Topics report two # signs for each matched phrase.|
|ROC-2854||The Overall Emotion column in search results is not displayed correctly.|
|ROC-3228||Some voice interactions remain in the metadata-ready state, and cannot be played back.|
|ROC-3203||A deleted column is still visible as an empty placeholder in the application.|
|ROC-3123||The "audio not available" message is randomly triggered while playing back voice interactions.|
|ROC-3015||Snipping calls does not work for some customers.|
|ROC-3005||Retention profile fields are reported as empty.|
|ROC-3000||Search displays an error if no template authorizations are checked in roles.|
|ROC-2996||Demo data is not available after adding a brand-new customer instance.|
|ROC-2993||When application features are purchased, the application does not install them.|
|ROC-2985||QA Template editor visual elements are not aligned properly.|
|ROC-2853||Visual elements of the single-date picker are misaligned.|
|ROC-2848||The same template can be saved several times.|
|ROC-2829||When loading the next page of data, modifications are reverted for selections.|
|ROC-2821||When the waveform is opened from the timeline for voice interactions, the waveform soon disappears.|
|ROC-2781||OR operator behavior is not consistent.|
|ROC-2766||Additional filters and operators do not display text correctly on reports.|
|ROC-2583||Labels may be duplicated when saving multiple times.|
|ROC-2549||The report edit panel does not open consistently.|
|ROC-2548||The search suggestion list is not attached to the search bar.|
|ROC-2526||Searching for a specific result in a drop-down list does not work when the list is scrolled away from a matching result.|
|ROC-2511||The selected interface language is only applied after the page is refreshed.|
|ROC-2504||When scrolling through page results as the results are loading, the search crashes.|
|ROC-2381||Matches for topics do not show up on transcripts.|
|ROC-2077||Users cannot edit evaluations when they are created with a brand-new template.|
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