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Release notes April 10-11

Ben W. - April 9, 2019

Here are the highlights from our latest release.
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Release notes March 27-28

Here are the highlights from our latest release.

Agent updates

Our newest user interface that agents work from. It’s streamlined, intuitive and helps agents make more calls and get through engagements faster. It’s voice and chat from the agent’s perspective.

We’ve been busy on other parts of the platform and there’s nothing to update on the Agent side of things at this time. Continue to follow release notes for future updates or reach out to your Customer Success Manager with any questions.

Admin updates

This is the nuts and bolts of our configurable, feature-rich, suite-style contact center solution. Admin provides you with the platform and features you need to successfully operate and optimize your contact center, so you can create better customer experiences.

IVR goTo() function
Ever since we released the goTo() method for Scripting Studio, the IVR has been missing this helpful function... until now! Similar to Scripting Studio, the new IVR Studio method will allow you to add Javascript that will 'jump' the user to the specified node. This can be done irrespective from current node connections, but will still take into account variable scope. Just open a Scripting node in IVR Studio and press CTRL+Space to get started!

Fixed
When leads were being copied from one campaign to another via pass dispositions or agent dispositions, they would lose their custom lead data in the copy. This has been fixed, so leads that get copied to another campaign will retain all custom lead data on the new campaign.

Supervisor updates

Built specifically for contact center supervisors, this interface gives supervisors all the functionality of Agent plus more. They’re able to monitor and coach individual agents’ calls and chats or their entire contact center floor.

We’ve been busy on other parts of the platform and there’s nothing to update on the Supervisor side of things at this time. Continue to follow release notes for future updates or reach out to your Customer Success Manager with any questions.

Analytics updates

Our advanced reporting features such as historical reporting and real-time dashboards allow you to create dynamic, information-rich custom dashboards or leverage our out-of-the-box reports to gather deep data on your contact center.

Fixed
Real-Time Dialer Result Download was adding an extra column to the data set when including script and extra lead data in the report for some call records. This has been fixed so that those fields can be included in the report without adding the extra column.

Fixed
RTR dashboard widgets were not adhering to rules properly when configured rules used percentages against custom widgets. Also, new widgets added to a dashboard would fill the entire available screen area, rather than being fixed in height (this was especially problematic on new dashboards). Both of these pesky bugs have been fixed with this release.

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Release notes April 10-11

Here are the highlights from our latest release.
Continue Reading

Release notes March 27-28

Here are the highlights from our latest release.
Continue Reading

Release notes March 6-7

Here are the highlights from our latest release.
Continue Reading