LiveVQ Version 2.5 Release Timetable

LiveVQ Version 2.5 Release Table of Contents

• Platform Features
• Issue Fixes

LiveVQ Release 2.5 Supported Platforms

• Amazon Connect

• Genesys CX Cloud (formerly known as Purecloud)

• Genesys MultiCloud

LiveVQ Version 2.5 New Features

Self-Diagnosis and Repair - Issue Resolution Playbook

Customers are provided with an admin interface where they can edit the entries of the issue resolution playbook. This will enable you to customize the suggested actions being presented to Team Leaders in Agent Monitoring and to Agents in the browser extension.

Customers will not be able to add or delete existing issues in the list.

Customer Reporting

Customers are now able to generate reports from the portal that can be shared with a wider audience without portal access. Customers can select any time period to generate this report and the report will be sent to the email address associated with the customer account. This report will include:

• Selected Time Period
• Total Calls
• Call Outcomes (Bad/Average/Good)
• Average MOS Score
• Total Healthcheck Failure
• Correlated Failures: Table of ISP Failure distribution, Table of Location failure distribution
• Table of Agents with top call failures
• Table of Agents with top healthcheck failures along with the reason for failure

Tooltip for long text in tables for better viewing

It was difficult to read entries with long text in some tables. Now we have added hover-over tooltip capability, so that the full text of the entry will be shown in hover.

Reset ability on Edit Columns dialogue in Analysis page

Now customers can reset the column selection back to default in the edit columns dialogue available on the Analysis page.

LiveVQ Version 2.5 Issue Fixes

• Overall Trends->Auto Refresh Loading... getting triggered even on collapsing Panels
• Analysis page->Click on Failures in Overall Trends Page its not getting selected in Analysis Pages
• Location Analysis-> Reset on Location Map not working
• Analysis->Interaction Table Columns state not persisting
• Analysis Page->On Adding or Removing Columns in Interaction Grid polling is getting triggered i.e. auto refresh loading
• Live VQ chart not being displayed correctly on Analysis pages.
• OverallTrends->Some Issues filtering analysis pages redirecting from clicking doughnut chart or legend in Overall trends Page
• Analysis Page->Interaction Table Column Save State Issues with Column Add/Remove
• Network Analysis->Reference line for bad/good are showing for other than MOS
• Analysis Page->"No Rows to Show" label in ag grids can be static ie on resizing the grid should not move
• Playbook->Able to update Action with only white spaces
• Playbook-> Only allowing to update Action Text
• Reports->Intermittently getting unauthorized on click Generate Report
• Reports->Not getting email report for particular user roles
• Reports->Account Report PDF->When there are no calls showing NaN should show 0
• Chart detail changing after render shows error
• HealthCheck->Speaker is not blocked but still in health check its showing as Bad
• Analysis Page->Interaction Grid->Removing Agent Name from Column to View removes selection also
• Analysis Reports->Geolocation showing undefined
• Email Alert->Clicking on links received on email alarm alert not filtering as per clicked link
• Analysis->Flagged Calls are not getting marked as Bad in analysis pages
• 7 Day time range not persisting within session
• Portal getting stuck when browser page is refreshed with custom dates