In this release
No Calls Alert - Check if Agent is Available or on-Queue
As part of enhancing and refining ResolveAX alerting, we have enhanced our current "No Call" detection logic to also include a check for the agent being in the state where they can receive calls (i.e., Available or On-Queue).
Currently, if the agent is logged in and does not have a "NoCalls" tag configured in the agent profile, an alert will be generated when the no-calls timer is reached without the agent receiving a call.
Starting with the 24.12 release for ResolveAX an additional check is performed before we issue a "No Calls" alert. Upon detection of the system administrator defined “No Call Timer”, ResolveAX will first check if the agent configuration contains a "NoCalls" tag that is set to "True", which will turn off the alert. If “NoCalls” tag is not set to True, or is not assigned to the agent's profile, we will then check if the agent is in a state where they cannot receive calls which will also cause the alert from being initiated. For example: not in the "Available" (for Amazon) or "On-Queue" (Genesys)
Setting “Call Received Interval”
To set the Calls Received Interval, click on Settings under the Administration menu.
Setting “NoCalls” Tag
You can enable the "NoCalls" Tag on specific Agents to turn off the No Call Alert for that Agent. To update tags, click on Manage Agents in the Administration menu.
Enabling “No Calls Alert”
To enable alerting when Agents are in the appropriate state to take calls (ie Available or On-Queue) but are not taking calls, enable the "Calls Received" Alert, in the Alerting menu under Administration.
Issues Fixed
- CP-44953: Fixed Location specific in-column filtering in Analysis -> Agent Login
- CP-45343: Agent Integration Console in-column Authentication failure filtering produces no results
- CP-46100: Reports->Teams and Tags Filter seems to be persisting for Reports Screen
- CP-47582: Bandwidth/Speed HealthCheck->When the Health check for Speed is Undefined it is reported as failed
- CP-47658: Disconnect Reason->Good/Bad Graph going out of frame
- CP-48506: Agent Disposition->By Agent->Total Calls are displaying the same value as Total Dispositions
- CP-48456: Agent Disposition->By Site should be in the third tab but is listed in the wrong order