In this release, we have introduced a few enhancements and fixed many bugs. The following release notes provide an overview of the significant enhancements as well as list the bugs:
Enhanced Control for CRM Reports: As an administrator, you have the ability to allow or prevent agents from creating or downloading reports for customers, cases, and tasks in Local CRM. By default, agents are allowed to create and download reports.
To modify the creation or download capability of CRM reports:
Note: The changed settings take effect from the next login session.
Note: Agents can continue to run the report even if the ability to download a report is disabled.
We have fixed the following bugs in this release:
|VFIX-2433||During monitoring, when a supervisor tries to access chat transcripts for chat interactions, it fails to show existing chat transcripts.|
|VFIX-2411||WAPI process stopped responding to requests.|
|VFIX-2353||Supervisors who monitor calls that mandate a transaction code experience an unresponsive End Post processing button, if they are not assigned with the code.|
|VFIX-2343||Agent Interface: Mandatory transaction codes do not write to Detailed Transaction report even if agents selected them during the interactions.|
|VFIX-2342||In Local CRM, Close Date and Closed By values are not populated for cases occasionally.|
|VFIX-2338||Monitoring Window: Even if the agent is on call, clicking the agent in the Agent Management window shows the agent is processing an email.|
|VFIX-2337||Monitoring Window > Agent Management > Monitor: The quality monitoring section is missing information, even when an agent is on call.|
|VFIX-2336||Monitoring Window: While an agent is processing an email, the Start Monitoring button continues to be enabled.|
|VFIX-2315||In newly created VO-VCC tenants, agent-to-agent calls fail.|
|VFIX-2290||In VO-VCC tenants, transferring or joining lines [Direct Agent Routing call] fail when Agent 2 is working offline/busy.|
|VFIX-2274||Call that are forwarded to external IVR drop abruptly.|
|VFIX-2025||Historical Reports: Detailed transaction report shows Post Dial Delay duration in UTC time stamp instead of in seconds.|
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