Release Notes v12.2
This document contains the release summary of Supervisor Tools version 12.2.
Release Summary
This is the first, major micro services based release of Supervisor Tools for CCE customers. The release includes the following features:
Easy Announcements
- Business Calendars
- Caller Lists
- KPIs
Note | This release has been testedfor compatibility only with CCE 11.5. |
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Change History
Release | Change | Date |
---|---|---|
12.2 | Major release for CCE customers with
| February 20, 2019 |
12.0 | Major release with
microservice-based
| November 05th, 2018 |
11.1.18 | Minor release with
| November 24, 2017 |
11.1.17 | Minor release with
| September 26, 2017 |
11.1.16 | Minor release with
| August 28, 2017 |
11.1.15 | Minor release with ECM compatibility with | July 17, 2017 |
11.1.14 | Major release with:
| June 23, 2017 |
11.1.13 | Major release with:
| May 1, 2017 |
11.1.11 | Major release with:
virtualized/ shared
| January 25, 2016 |
11.0.1608 | Initial release document for release 11.0. | August 24, 2016 |
Enhancements/Updated Features
Micro services based architecture
In this release, the application has been distributed into the following four micro services:
KPIs (available only for CCE)
Caller Lists
Announcements/Calendars
Each micro service is independent and available based on the licenses that the client has purchased.
KPIs
This allows users to turn on or off certain switches dynamically or give call treatment based on certain conditions.
Each KPI is supposed to be a “Key Performance Indicator” which is just like a variable or a switch. The application users can define relevant KPIs important to their business and define a threshold value for it which can later be used in providing appropriate call treatment. For instance, if zero agents are available to take calls, route the call to the expert queue.
Caller Lists
Caller lists can be created in the application to manage repetitive, malicious/hoax callers and/or Gold/Silver customers of a contact center. For example, an admin may want to create a list of callers who are considered as VIPs and who should have a different, specialized treatment than the regular callers.
So the administrator will create a list with a name such as ‘VIP callers’ and add/associate all VIP callers to that list. So whenever a call from the VIP caller belonging to the VIP caller list arrives, the IVR provides the pre-configured VIP treatment to the caller.
Announcements and Calendars
Managing Easy Announcements
An easy announcement is one or more prompts to be played in the IVR. The interface allows managers to create new or change an existing announcement on the fly, e.g. they can create an announcement for an unplanned outage. By adding calendar time/date, managers can insert scheduled announcements within a call script.
Managing Business Calendars
Business calendars are to manage the Working Schedule, Exceptional hours and public holidays of a call center with a calendar view. The interface allows managers to create shift schedules for working hours, add exceptional hours of closure and/or add public holidays for the whole year.
High Availability Support
The application now fully supports high availability with an SQL Server failover cluster for the database failover. For the web application, the user accesses the application using a virtual IP which makes it seamless for the user whenever the primary instance of the application fails over to the secondary. For the integration with IVR on the script level, the integration APIs are also deployed on both sides and the script queries the app using the virtual IP.
System Capability
Item | Description |
Operating System | CentOS 7 |
Database | MS SQL Server 2014/Express, 2016/Standard, Enterprise |
Docker CE | |
Docker compose | Latest version |
Browser Compatibility
The test cycles have been carriedout on Firefox 64.0.2 (64 bit) and Chrome 71.0.3578.98 (64 bit).
Open Issues
Issue | Summary | Alternative |
---|---|---|
Do not Press F5 or Ctrl+F5 on
| We recommend not to press F5/CTRL+F5 to refresh the | Marked for next release |
Dial Number cannot be deleted if it is used in service KPI | DN should not be deleted if it is used in Service KPIs, | Marked for future release |
The Prompt file size is not calculated properly sometimes | File size is not calculated properly in some cases | Marked for next release |
In the “Prompts” page, the “Last Modified” column is not functional at the moment | The “Last modified” column shows the created date only | Marked for next release |
In the “Prompts” page, the “Edited Date” is not functional at the moment | The “Edited date” column shows the created date only | Marked for next release |
CallerList deletion process is slow for 2 lacs records | If you delete a caller list, all the contacts within the list also get deleted. However, if there are a large number of contacts in the list, it takes time to delete all numbers. Also, note that until all callers are deleted, the name of the Caller list keeps showing on the application interface | Marked for next release |
KPI code is a unique field | KPI code is a unique field this field can’t be duplicate | Marked for next release |
Fixed Issues
Issue | Summary | Priority | Related module/functionality |
Prompts of large size unable to upload | Now agent can upload prompt of large size | high | prompts |
Important Notes/ Limitations
Summary | Related Feature/ Screen |
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It takes approx 9-10 minutes to upload a CSV file containing 2 lac records for MySQL. | Caller List |
It takes approximately 2 minutes to upload up to twenty-five thousand records and 5 minutes to upload up to fifty thousand records when the back-end DB is MS SQL | Caller List |
The user can see the records of callers only once the list uploading operation finishes | Caller List |
Currently, the user has to check manually if all contacts have been uploaded in the caller list when the upload process completes. There's no push notification shown to the user because of the upload process. However, a log file is generated with a list of all invalid contacts which didn't upload along with the reason. | Caller List |
KPI code is a unique field, user unable to enter duplicate data in this field | KPI |
At the moment, zip files of prompts cannot be uploaded. However, the user can upload prompts in bulk by holding the CTRL button while selecting the prompts from the machine directory. | Prompts Management |
Note that you cannot upload a prompt file on the root folder | Prompts Management |
Spaces in folder names and prompt names are not allowed | Prompts Management |
The application doesn’t allow to upload an already uploaded audio prompt | Prompts Management |
The application always shows “Admin” as the name of the owner who uploaded the prompt. | Prompts Management |
If a region is being used with an easy announcement, you cannot delete the region | Calendar Settings |
Spaces and special characters (except underscores) are not allowed in the name of regions | Calendar Settings |
When a user updates the shift schedule timing, it is not reflected on the calendar immediately. To see the new changes, the user has to navigate to another page and get back to the calendars page. | Business Calendar |
The application now supports the redundant deployment | Redundancy Support |