Release Notes

Show Display Name for internal callers in the Call History Tab

In the Kinetic update, we introduced the Dialogue History feature in the WebAgent. However, internal callers were displayed as GUIDs. With this update, we've resolved this issue, and internal callers will now be shown by their Display Name.

Dialogue History in the WebAgent

In this update, we are introducing the Dialogue History tab within the AnywhereNow WebAgent. This feature allows agents to view their dialogue history from Dialogue Cloud Infinity, enabling them to easily review past interactions and reach out to customers if needed.

Subtabs Overview

The Dialogue History tab is divided into three subtabs:

• All: Displays all dialogues.

• Inbound: Shows only incoming dialogues.

• Outbound: Lists only outgoing dialogues.

Dialogue Details

For each dialogue, you can see the following details:

• Direction: Indicates whether the dialogue is incoming or outgoing.

• Caller ID: Displays the caller ID, which can be either PSTN or SIP.

• Date and Time: Shows when the interaction took place.

Current Limitation

• Internal Callers: There is a current limitation where internal callers are displayed as GUIDs. This issue will be addressed in a future update.

• Missed Subtab: The subtab "Missed" is visible but will not be filled with any data at this time.

For more information, see: Call History tab

New Queue Escape Condition in Enqueue node - Queue Size

We've introduced a new Queue Escape Condition, this one focusing on Queue Size. Once this threshold is reached, any new dialogue attempting to enter the queue will be redirected to the next node.

The queue size is taking into account all dialogues currently in the queue or those offered to agents with the required skills. This means that dialogues prevented from entering the queue due to this condition won't accumulate any queue time.

It's important to note that this condition doesn't affect dialogues already in the queue. They will continue to be processed as usual. Additionally, we've introduced a dedicated output for this condition, which will only be visible when the condition is active. This output includes detailed information on why the call was redirected and provides additional insights into the Contact Center and the specific skills required for the dialogue.

For more information, see: Queue Escape Condition

Skills Performance Metrics in Wallboard

We've introduced a new Skill Performance Widget to the Wallboard, designed to provide real-time statistics grouped by contact center and skills.

The Skill Performance Widget includes the following statistics:

• Number of Waiting Calls: The current number of calls waiting in the queue, per skill.

• Maximum Current Waiting Time: The longest wait time of the dialogues currently queued, per skill.

• Number of Accepted Calls: The number of queued dialogues accepted by an agent, per skill.

• Abandoned Calls: The number of queued dialogues disconnected before an agent answered, per skill.

• SLA%: The number (and percentage) of queued dialogues accepted by an agent within Service Level, per skill.

• Average Talk Time: The average talk time per skill.

• Average Abandon Time: The average time after which a customer disconnects while waiting for an agent to answer the dialogue, per skill.

Additionally, the widget provides a detailed breakdown of each parameter, including the contact center that contains the skill (visible only if the 'all' contact centers option is selected in the settings) and the name of the skill.

For more information, see: Skill Performance widget

Ring back tone for outgoing calls

We have introduced a feature that provides agents with ring tone feedback when initiating an outbound call. This enhancement ensures that agents receive audible confirmation that the call is active, eliminating any guesswork about the call's status.

Previously, agents faced uncertainty without audible feedback, often leading to premature call termination or unnecessary support requests. With this update, agents can now confidently proceed with their calls, knowing they are active and connected.

Admin portal is now supports multiple languages

The Infinity Admin Portal now adapts to your browser's language settings. The supported languages are: Danish (da), German (de), English (en), Spanish (es), French (fr), Italian (it), Dutch (nl), Swedish (sv), and Chinese (Simplified) (zh). If your browser's language is not listed, the portal will default to English.

IVR Redirect to PSTN via Dialogue Studio node

Introducing a new "Redirect" node, allowing dialogues to route to PSTN phone numbers during the IVR phase—ideal for routing callers to overflow destinations after business hours. We will continue expanding the range of supported destinations.

For more information, see Redirect node

Configuration

Limitations:

Caller ID Control: This feature will be introduced in a subsequent release. Currently, the original Caller ID is passed through, which may cause issues with providers that do not support this feature.

Enhanced Enqueue Node with Queue Escape Conditions

The Enqueue node is now extended with conditions that, once met, allow the dialogue to exit the queue and continue the flow:

• Max Time in Queue

• All Agents are Offline (presence) or Opted-out:

  Provides options to prevent dialogues from entering the queue or to remove all enqueued dialogues if the condition is triggered.

For more information, see Queue Escape Condition in the Enqueue node.

Configuration

Example flow

Agent Overview in Power BI

We have added a new page to the Power BI template for Infinity, focusing on Agents. This page displays the following metrics:

• Total Dialogues: Total number of dialogues.

• Average Ring Time: Average ring time over the selected time period.

• Average Talk Time: Average talk time over the selected time period.

• Total Talk Time: Total talk time over the selected time period.

The page also offers to option to filter on Agent and Contact Centers.

For more information see: Agent Overview Page in PowerBI

Upload Audio Files per Contact Center for Dialogue Studio Prompts

We are pleased to announce a new feature in the Admin Portal that allows you to upload audio files specific to each Contact Center (See: Upload and delete audio files in the Contact Center). These audio files can be easily selected from a dropdown menu within the Play nodes in Dialogue Studio (See: Play node).

Key Benefits:

• Simplified Management: No need to host audio files externally and make them publicly available via a URL.

• Enhanced Organization: Audio files are managed and stored per Contact Center, making it easier to keep track of them.

This update streamlines the process of managing and deploying audio prompts, ensuring a more efficient and organized workflow.

Set Dialogue Priority via Dialogue Studio Node

We have introduced a new node in Dialogue Studio that allows you to set the priority of dialogues within the flow-builder. This node enables the selection of predefined priority levels, ranging from 1 (highest) to 10 (lowest).

Key Features:

• Dynamic Priority Setting: Priorities can be dynamically adjusted based on business rules during the IVR phase.

• Use Cases:

  • Assign higher priority to customers with urgent tickets based on CRM metadata.

  • Increase priority for customers who redial within 30 minutes.

This feature enhances the flexibility and responsiveness of your contact center operations, ensuring that critical interactions are prioritized effectively.

For more information see: Priority node

Skill Opt-out:

In the Galactic update, we introduced the Skill capability. This update includes the option for Agents to opt in or out of Skills.

Through the Admin Portal, Administrators can enable or disable the opt-out capability. (see: Adding and Removing Skills in the Contact Center)

If enabled, Agents will see the option to opt in or out in their profiles. (see: Manage Profiles)

When an Agent opts out, they will not receive calls from the contact center.

Known limitations

In this release, agents who have temporarily opted out from a Skill will not automatically receive existing calls from that Skill's queue upon rejoining, nor will they see such calls in the queue Waiting tab. However, new incoming calls will be routed to them and appear under the Waiting tab as expected. Agents can overcome this limitation by refreshing their web browser and switching between any two status options, such as Busy and Available.

Some of these limitations will be resolved with the upcoming Impulse release in November.

Dialogue Skills page in PowerBI

We have added a new page to the Power BI template for Infinity, focusing on Skills. This page displays the following metrics:

• Total Skills: This field shows the total count of different skills that have been defined and are being tracked.

• Total Dialogues: This represents the total number of dialogues that have been recorded.

• SLA% of dialogues with a skill: This field indicates the percentage of dialogues that meet the Service Level Agreement (SLA) when a skill is applied.

• Percentage of dialogues without a skill: This shows the proportion of dialogues that do not involve any skill.

• Skill usage over time (hours): This metric tracks how often dialogues with skills is used over a specified period, displayed in hours.

• Volume per skill: This field provides the number of dialogues or interactions associated with each specific skill.

• Detailed table regarding skills: This table offers a comprehensive breakdown of various metrics related to skills, such as usage frequency, performance, and other relevant details.

The page also offers to option to filter on Skill and Contact Centers.

For more information see: Dialogue Skills Page in PowerBI

Enhancements to current reporting widgets (Wallboard):

• Added tooltips for metrics: Added tooltips to provide additional information for each metric.

  

• Moved subtitle as a tooltip for widgets: The subtitles are now available as tooltips for widgets, including Call Stats, Queue Stats, Agent Availability, and Agent Performance. This way there is more room available for the metric.

  

• Contact Center filter added to widget settings: The Contact Center slicer has been relocated to the widget settings for easier access and configuration.

  

Skills-based routing:

Our new skill-based dialogue management feature ensures that incoming customer inquiries are matched with agents who possess the specific skills required to address them.

Key Updates:

• Admin Portal: You can now add one or more skills per Contact Center. Additionally, you can assign agents to these skills directly within the Admin Portal.

  See: Adding and Removing Skills in the Contact Center

• Dialogue Studio: The Enqueue node now includes options to select both the Contact Center and the required skill, enhancing the precision of agent-customer matches.

  See: Enqueue node (The Assign node will be re-branded to Enqueue node in this update)

• WebAgent: Agents will only see dialogues that are relevant to their assigned skills, ensuring they handle inquiries they are best equipped to resolve.

  See: Manage Profiles

By leveraging these new functionalities, you can ensure that each inquiry is handled by the most qualified agent, improving overall efficiency and customer satisfaction.

Known limitation

Please note that any Skills added or removed for an agent while they have the WebAgent open will not be updated in real-time. The updates will only take effect when the agent refreshes the WebAgent page.

Hunt Timeout in Admin Portal on Contact Center Level

The Hunt Timeout setting has been relocated from the Routing Configuration (per Tenant) to the Contact Center Settings (per Contact Center). This change provides the flexibility to configure a unique hunt timeout for each contact center.

See: Configure Hunt Timeout

Show Caller Display Name Instead of GUID for Internal Calls

When colleagues call the contact center via Microsoft Teams (internal call), the WebAgent previously displayed a GUID, which did not identify the caller. We have updated this so that the Display Name of the caller is now shown. This information is visible in the Waiting Dialogues Tab, Connected Dialogue Tab, Subject of the active conversation, Contact information of the active conversation, and in the Toast notification in the WebAgent when you receive the call.

Power BI: Outbound Calls Page

We have added a new page to the Power BI template for Infinity, focusing on Outbound Calling. This page provides comprehensive insights into various metrics, including Total Outbound Calls, Average Ring Time (time before the customer accepts the call), Average Talk Time, and Average Total Time. Additionally, it displays the ratio between accepted and missed calls, broken down by hour. An overview is also available to show this information per agent, allowing for detailed performance analysis.

For more information see: Outbound calls page

Extended Audio Management to overwrite system default music onhold and queue music

We added a new feature that allows administrators to customize the waiting and on-hold music for callers on tenant level. This enhancement ensures that the audio experience aligns with your organization’s identity and preferences, providing a branded and tailored touch.

Key Benefits:

• Brand Consistency: Reflect your organization’s brand identity and atmosphere through customized music.

• Enhanced Caller Experience: Offer a unique and pleasant experience for callers while they wait.

• Flexibility: Administrators can easily update and manage the on-hold music to match current branding and communication strategies.

You can easily upload your custom audio file directly into the Admin Portal. Once uploaded, you can choose to use it for either the Agent Hold music (heard by callers during agent-initiated holds or transfers) or the Queue music (heard by callers while waiting to connect to an agent). For more information, please visit: Audio Management

New Numeric card widget in live statistics

We are introducing the new Numeric Card Widget, a customizable widget that allows users to select which metric to display. Currently, users can choose from the following metrics:

• Service Level Percentage: SLA percentage for the selected queue/all queues.

• Inbound Calls: Number of customer-initiated calls per tenant.

• Outbound Calls: Number of agent-initiated calls per tenant.

• Accepted Calls: Number of inbound accepted calls per queue/all queues.

• Abandoned Calls: Number of missed inbound calls per queue/all queues.

• IVR Drop: Number of inbound calls dropped before entering the queue, on tenant level.

This feature provides greater flexibility and insight into your key performance indicators. For more information, please visit: Numeric Card widget

Validated interoperability with third-party Recording Solutions Call Cabinet for MS Teams

We conducted a comprehensive series of tests to evaluate the performance and capabilities of Call Cabinet when integrated with AnywhereNow Infinity. These tests were designed to assess the solution’s effectiveness, reliability, and compliance features. For a summary of the test results, see: Call Cabinet - Test Results

Agent initiated outbound calling

In our latest update, we’ve introduced an essential feature that allows agents to initiate outbound call directly from the WebAgent. This functionality is designed to improve customer engagement and support by enabling agents to proactively reach out to customers. It’s a significant step forward in enhancing our dialogue cloud platform, providing timely assistance and personalized support. For more information, see: Quickstart Handling Calls with AnywhereNow WebAgent

Agent ID Selection for Outbound Calling

Additionally agents also have the ability to select an Infinity Address from a curated list, ensuring that the correct ID is displayed to recipients. This update empowers agents to manage calls across various departments and campaigns with greater precision. For more information, see: Selecting Your ‘Call on Behalf’ Address

DTMF support for Outbound Calling

Agents can also send Dual-Tone Multi-Frequency (DTMF) keys when encountering an Interactive Voice Response (IVR) system or menu. This ensures uninterrupted progress through call systems, allowing agents to navigate menus and make selections without limitations. For more information, see: Utilizing DTMF Keys for IVR Navigation

Q: Do we need additional licenses from Microsoft, or is a number on a Resource Account sufficient for Outbound calling?

A: Outbound calling requires consideration of specific licensing requirements depending on the method used. While internal calls need no adjustments, PSTN calls might necessitate additional licenses or configuration:

• For outbound calls to PSTN via the WebAgent, the resource account must be able to dial phone numbers.

  • If using Microsoft Teams Calling Plans, the resource account requires an additional license (either a domestic or international calling plan).

  • If utilizing Microsoft Direct Routing or Operator Connect, only proper routing to PSTN needs to be configured, and the existing Microsoft Teams Phone Resource Account license is sufficient.

• For outbound calls to colleagues via the WebAgent, no changes to the licenses are needed.

Live Statistics

Introducing the Live Dashboard - the latest addition to our management tools. With real-time insights into key performance metrics and agent activities, managers can now monitor and manage the contact center more effectively and make data-driven decisions to optimize operations.

The Live Dashboard is accessible from a separate endpoint <baseUrl>/wallboard and has a design similar to the admin portal / WebAgent. A blue vertical bar with statistics icon is displayed, and the rest of the screen is used to show widgets. The dashboard updates in real-time and shows statistics from a single tenant.

To ensure accurate reporting, the dashboard resets itself on a daily basis (based on time zone of address), and statistics are calculated for today only (also based on time zone of address). With the Live Dashboard, supervisors and managers can have instant visibility into the performance and operations of the contact center, facilitating quick decision-making, the ability to respond to changing conditions, and the optimization of resources for better customer service. See Start using the live statistics to get started.

Ring back tone feedback for Agent transfer

In this release, we’ve introduced ring back tone feedback for agent transfers. Now, when agents initiate a transfer, they’ll hear a ring back tone, providing a clear indication that the transfer process has started. This feature not only serves as a confirmation signal but also enhances the user experience by reducing uncertainty and streamlining the transfer process during customer support calls.

The ring back tone can be configured per region in the Admin portal:

See Audio Management for more details.

Administrator now have Read/Write permissions for Dialogue Studio

We’ve enhanced the experience for administrators by providing direct access to Dialogue Studio without requiring them to assign a specific Dialogue Studio role or sign out and sign back in to the admin portal. Now, administrators can seamlessly trigger the deployment of Dialogue Studio, streamlining their workflow.

Added incremental refresh of Dialogues in Power BI template

When working with large datasets, refreshing your entire data each time can be time and resource-consuming. The new feature of incremental refresh addresses this issue by loading only the new or updated data sets added to a data table after the previous loading cycle has been completed. For PowerBI users, this enhancement significantly improves data loading speed and simplifies the overall data refresh process. See Connect Power BI Desktop to Insights API for the new steps during configuration. For information about incremental refresh see: Configure incremental refresh and real-time data for Power BI semantic models - Power BI

Live Statistics

Introducing the Live Dashboard - the latest addition to our management tools. With real-time insights into key performance metrics and agent activities, managers can now monitor and manage the contact center more effectively and make data-driven decisions to optimize operations.

The Live Dashboard is accessible from a separate endpoint <baseUrl>/wallboard and has a design similar to the admin portal / WebAgent. A blue vertical bar with statistics icon is displayed, and the rest of the screen is used to show widgets. The dashboard updates in real-time and shows statistics from a single tenant.

To ensure accurate reporting, the dashboard resets itself on a daily basis (based on time zone of address), and statistics are calculated for today only (also based on time zone of address). With the Live Dashboard, supervisors and managers can have instant visibility into the performance and operations of the contact center, facilitating quick decision-making, the ability to respond to changing conditions, and the optimization of resources for better customer service. See Start using the live statistics to get started.

Introduction of Configuration Limits

We are pleased to inform you that Configuration Limits are now in place in our system. These limits have been set for Contact Centers, Agents, and Addresses per tenant to ensure optimal performance, maintainability, and adherence to best practices.

The following limits have been established for each entity per tenant:

• Contact Centers: A limit of 500 entities

• Agents: A limit of 5000 entities

• Addresses: A limit of 750 entities

It is important to note that these limits are now enforced and cannot be changed by Administrators. This ensures that tenants stay within the recommended boundaries for optimal system performance.

Enabled Take functionality in WebAgent

We've added the take functionality to the WebAgent that allows agents to take calls directly from the waiting queue. This means they can quickly pull a session instead of waiting for the call to be offered to them using the hunting mechanism. See Waiting for more information.

Time Zone Dropdown Improved for Better User Experience

We have updated our time zone dropdown feature for addresses. We have added a keyboard search and scroll bar to make it more user-friendly. Additionally, we have replaced the "+add" button with "+select" and removed icons to provide a cleaner interface. The UI and functionality are now similar to the admin portal dropdown, making it easier for users to navigate. For existing addresses, the time zone field will now be pre-filled, saving time and reducing errors. See Set timezone.

Address will now show to which contact center it's assigned to

As an Administrator, you can now see the contact center to which an Address is assigned when selecting a specific Address in the Address overview. This new feature eliminates the need to collect this data manually by navigating through all contact centers. With this added functionality, you can easily view all of your contact center assignments in one place, saving you time and effort. See Assigned Contact Centers

Removal of Presence Configuration Page

In light of our shift from a Presence Account to Application Permissions, the Presence Configuration Page has been rendered obsolete. As a result, it has been removed in this update.

Added new supported CRM Connector

AnywhereNow WebAgent now supports even more CRM systems. In this update, we've added connectors for AFAS Profit, Bullhorn, Dynamics 365, Salesforce, SharePoint, and SQL. With these connectors, you can easily load your valuable CRM information into the WebAgent and provide even better customer service. To get started, simply configure the connection for your chosen CRM. See CRM configuration.

Introduce dialogue detail page to Power BI Template

The new Dialogue details page provides a comprehensive view of a specific dialogue, after you to zoomed in on the details of the conversation. The page includes several visual widgets that provide insights into the session times, such as the time spent in the IVR, waiting in the queue, or talking to an agent See: Dialogue details page.

Collect Presence using Application Permissions

We have made an important change to how Presence is collected. Previously, Presence was collected via a Presence Account configured in the Admin Portal. However, we have now updated our system to retrieve Presence via the Enterprise Application. This change ensures a more stable and robust solution, and removes the need for providing an account that has MFA disabled. As a result of this change, the Presence configuration part has been removed from the Admin Portal. If you do happen to open the Presence configuration menu, you will receive an "Error while loading Presence Configuration data" error, but this can be ignored. The error will be removed in the next update. We believe that this change will greatly improve the reliability and security of our system.