Changelog
What shipped in the platform, by release. Migrated from the previous site; template filler removed.
March 2024
Export available for NCSAT and Calls Handled, v1.43
The Calls Handled screen and the NCSAT screen can now be exported as Excel spreadsheets.
NCSAT enhancement and Calls Handled, v1.42
The Calls Handled screen was added as an agent metric to show the volume of outbound and inbound calls. The demand chart on the enterprise dashboard now breaks inbound and outbound calls apart.
For customers with NCSAT metrics, a tooltip shows the volume of satisfied, neutral and dissatisfied customers. The agent scorecard and the enterprise dashboard now include NCSAT volume for each of the three.
Export on Workforce Optimization, v1.41
The workforce optimization screen can now be exported as a spreadsheet.
February 2024
Data query added to Workforce Optimization, v1.40
A data query was added to the workforce optimization screen. Data can be sliced by attributes such as language, region, department and date of hire. The list of attributes depends on data availability.
Workforce Optimization, v1.39
The new workforce optimization screen shows historical average handle time and contact density for the calls and chat channels.