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Beware the Ides of March!

On March 15th, 2017 this page will disappear. In our ongoing efforts to make our manuals easier to find and navigate, and perhaps a bit easier on the eye, Jive has launched the Jive Resource Center. All the same manuals that you’ve been using here on the wiki are now available on that site.

To link immediately to this page in the Jive Resource Center, please click here!

Click here for Jive Contact Center documentation.

February 23, 2017 v0.8.66

Fixes

  • Changed the hyperlinked version number in the page footer so it links to the new jive.com support page.
  • Fixed a bug where Caller ID wouldn't appear in Export Data if the channel CallerID name contained colon `:` characters

Known Issues

  • Intermittent issues in exports may lead to an error message in the browser.
  • Queues with “Deny” selected for Allow new callers into empty queue do not count calls that were not allowed into the queue as evicted contacts. This issue may be avoided by setting Allow new callers into empty queue to “Permit” and selecting * “Remove Callers” for Remove callers when queue has no agents. This configuration also causes the eviction of all calls from the queue should there be a period during which no agents are logged in to the queue.
  • The Wallboard page displays a white screen while loading on a Chromecast.
  • The Wallboard page displays a “414” error message if more than approximately 80 queues are selected for display at once.

February 20, 2017 v0.8.64-v0.8.65

Fixes

  • Fixed a bug which caused the queue selector and other widgets to render incorrectly in the latest release of Chrome, v56

  • Fixed an issue where an exported Agent Summary report would be blank if it included both devices with an assigned user and devices without an assigned user would.

Known Issues

  • Intermittent issues in exports may lead to an error message in the browser.
  • Queues with "Deny" selected for Allow new callers into empty queue do not count calls that were not allowed into the queue as evicted contacts. This issue may be avoided by setting Allow new callers into empty queue to "Permit" and selecting "Remove Callers" for Remove callers when queue has no agents. This configuration also causes the eviction of all calls from the queue should there be a period during which no agents are logged in to the queue.
  • The Wallboard page displays a white screen while loading on a Chromecast.
  • The Wallboard page displays a "414" error message if more than approximately 80 queues are selected for display at once.

February 10, 2017 v0.8.62-v0.8.63

Fixes

  • Fix a bug in wallboard which caused mis-aligned text when resizing the screen

  • Fixed a bug where totals and times in the contact center could show up as negative numbers.

Known Issues

  • Intermittent issues in exports may lead to an error message in the browser.
  • Queues with "Deny" selected for Allow new callers into empty queue do not count calls that were not allowed into the queue as evicted contacts. This issue may be avoided by setting Allow new callers into empty queue to "Permit" and selecting "Remove Callers" for Remove callers when queue has no agents. This configuration also causes the eviction of all calls from the queue should there be a period during which no agents are logged in to the queue.
  • The Wallboard page displays a white screen while loading on a Chromecast.
  • The Wallboard page displays a "414" error message if more than approximately 80 queues are selected for display at once.

January 31, 2017 v0.8.59-v0.8.61

Fixes

  • Resolved an issue where changes to the Contact Summary page's date selector could break the browser "back" button.

  • Fixed issue in the Wallboard where names and icons wouldn't line up properly with "time" and "agent name".

Known Issues

  • Intermittent issues in exports may lead to an error message in the browser.
  • Queues with "Deny" selected for Allow new callers into empty queue do not count calls that were not allowed into the queue as evicted contacts. This issue may be avoided by setting Allow new callers into empty queue to "Permit" and selecting "Remove Callers" for Remove callers when queue has no agents. This configuration also causes the eviction of all calls from the queue should there be a period during which no agents are logged in to the queue.
  • The Wallboard page displays a white screen while loading on a Chromecast.
  • The Wallboard page displays a "414" error message if more than approximately 80 queues are selected for display at once.

January 24, 2017 v0.8.47-v0.8.58

Fixes

  • Resolved an issue causing people in the Pacific time zone to receive an error page when trying to load Contact Center.

  • Resolved inconsistency of the contact resolution totals’ "Total" row on the Contact Summary Report.

  • Resolved an issue where raw template code would appear on the Contact Summary Report for Firefox users.
  • Resolved an issue where historic reports that span daylight savings time boundaries displayed some information with the wrong hour offset.
  • Resolved an issue where Daylight Savings Time was preventing Contact Summary data from being displayed.
  • Resolved an issue where users would see a blank screen instead of an "access denied" or "not found" pages.
  • Resolved an issue where hovering off a user name or device name in the Agent Summary Report could cause a visual flicker for Chrome users.
  • Fix an issue where the "Enrol in Jive Contact Centre" page would make unnecessary attempt to download Contact Centre data.

Known Issues

  • Intermittent issues in exports may lead to an error message in the browser.
  • Queues with "Deny" selected for Allow new callers into empty queue do not count calls that were not allowed into the queue as evicted contacts. This issue may be avoided by setting Allow new callers into empty queue to "Permit" and selecting "Remove Callers" for Remove callers when queue has no agents. This configuration also causes the eviction of all calls from the queue should there be a period during which no agents are logged in to the queue.
  • The Wallboard page displays a white screen while loading on a Chromecast.
  • The Wallboard page displays a "414" error message if more than approximately 80 queues are selected for display at once.

November 15, 2016 v0.8.46

Fixes

  • Resolved an issue in which it was possible to open the Real Time Queue Details page for a queue that had been deleted.

Known Issues

  • Historic reports that span daylight savings time boundaries display some information with the wrong hour offset.
  • Intermittent issues in exports may lead to an error message in the browser.
  • Queues with "Deny" selected for Allow new callers into empty queue do not count calls that were not allowed into the queue as evicted contacts. This issue may be avoided by setting Allow new callers into empty queue to "Permit" and selecting "Remove Callers" for Remove callers when queue has no agents. This configuration also causes the eviction of all calls from the queue should there be a period during which no agents are logged in to the queue.
  • The Wallboard page displays a white screen while loading on a Chromecast.
  • The Wallboard page displays a "414" error message if more than approximately 80 queues are selected for display at once.

November 8, 2016 v0.8.43 - v0.8.45

Fixes

  • All checkboxes across the application now have consistent coloring.

  • Resolved an issue in which agents handling calls with multiple devices resulted in the Agent Summary table incorrectly displaying the sum of calls handled and total talk time.

  • Resolved an issue in which data from the daylight savings time (DST) range was not displayed if the present timezone offset is standard time (ST) in areas that observe DST.

Known Issues

  • Historic reports that span daylight savings time boundaries display some information with the wrong hour offset.
  • Intermittent issues in exports may lead to an error message in the browser.
  • Queues with "Deny" selected for Allow new callers into empty queue do not count calls that were not allowed into the queue as evicted contacts. This issue may be avoided by setting Allow new callers into empty queue to "Permit" and selecting "Remove Callers" for Remove callers when queue has no agents. This configuration also causes the eviction of all calls from the queue should there be a period during which no agents are logged in to the queue.
  • The Wallboard page displays a white screen while loading on a Chromecast.
  • The Wallboard page displays a "414" error message if more than approximately 80 queues are selected for display at once.

November 1, 2016 v0.8.40 - v0.8.42

Fixes

  • Resolved an issue in which agents with the same name are grouped into one row in the Agent Summary Report export.

Known Issues

  • The statistics displayed on the Agent Summary Report page are not consistent for some customers and date ranges.
  • Intermittent issues in exports may lead to an error message in the browser.
  • Queues with "Deny" selected for Allow new callers into empty queue do not count calls that were not allowed into the queue as evicted contacts. This issue may be avoided by setting Allow new callers into empty queue to "Permit" and selecting "Remove Callers" for Remove callers when queue has no agents. This configuration also causes the eviction of all calls from the queue should there be a period during which no agents are logged in to the queue.
  • The Wallboard page displays a white screen while loading on a Chromecast.
  • The Wallboard page displays a "414" error message if more than approximately 80 queues are selected for display at once.

October 25, 2016 v0.8.39

Fixes

  • Removed the ability to launch the Wallboard page in mobile browsers as the Wallboard page cannot effectively display information on small screens.

Known Issues

  • Queues with "Deny" selected for Allow new callers into empty queue do not count calls that were not allowed into the queue as evicted contacts. This issue may be avoided by setting Allow new callers into empty queue to "Permit" and selecting "Remove Callers" for Remove callers when queue has no agents. This configuration also causes the eviction of all calls from the queue should there be a period during which no agents are logged in to the queue.
  • The Wallboard page displays a white screen while loading on a Chromecast.
  • The Wallboard page displays a "414" error message if more than approximately 80 queues are selected for display at once.

October 11, 2016 v0.8.35 - v0.8.38

Fixes

  • Resolved an issue in which partners could not access Contact Center.

  • Resolved an issue in which the page displayed multiple devices or stale device information on the Real Time Queue Details page even though a contact may only be assigned to an agent on a single device at a time.

  • Resolved an issue in which the Wallboard button was not visible on mobile devices.
  • Resolved an issue in which agents with the same name are grouped into one row in the Agent Summary Report.

Known Issues

  • Queues with "Deny" selected for Allow new callers into empty queue do not count calls that were not allowed into the queue as evicted contacts. This issue may be avoided by setting Allow new callers into empty queue to "Permit" and selecting "Remove Callers" for Remove callers when queue has no agents. This configuration also causes the eviction of all calls from the queue should there be a period during which no agents are logged in to the queue.
  • The Wallboard page displays a white screen while loading on a Chromecast.
  • The Wallboard page displays a "414" error message if more than approximately 80 queues are selected for display at once.

October 4, 2016 v0.8.34

Fixes

  • Resolved an issue in which the formatting of phone numbers for display caused errors in the user interface.

  • Stability enhancements.

  • Fixed an issue in which the  Agent Summary Report displays all agents' calls instead of just the selected one.

Known Issues

  • Queues with "Deny" selected for Allow new callers into empty queue do not count calls that were not allowed into the queue as evicted contacts. This issue may be avoided by setting Allow new callers into empty queue to "Permit" and selecting "Remove Callers" for Remove callers when queue has no agents. This configuration also causes the eviction of all calls from the queue should there be a period during which no agents are logged in to the queue.
  • The Wallboard page displays a white screen while loading on a Chromecast.
  • The Wallboard page displays a "414" error message if more than approximately 80 queues are selected for display at once.

September 27, 2016  v0.8.31

Features

  • The Agent Summary Report now displays "Total Talk Time" (TTT).

Fixes

  • Resolved an issue in which some notifications would obscure important page content on mobile devices.

  • Resolved an issue in which the Launch Wallboard Selector, accessed via the Launch Wallboard button, did not display a shadow.

Known Issues

  • Queues with "Deny" selected for Allow new callers into empty queue do not count calls that were not allowed into the queue as evicted contacts. This issue may be avoided by setting Allow new callers into empty queue to "Permit" and selecting "Remove Callers" for Remove callers when queue has no agents. This configuration also causes the eviction of all calls from the queue should there be a period during which no agents are logged in to the queue.
  • The Wallboard page displays a white screen while loading on a Chromecast.
  • The Wallboard page displays a "414" error message if more than approximately 80 queues are selected for display at once.

September 13, 2016  v0.8.24 - v0.8.27

Features

  • The Agent Summary Report export now displays the name of the user, the agent, and the device that handled a contact.  Statistics are grouped by the user when available.
  • Changed Agent names to show the user name and the device name of agents to reduce confusion:
    • Added a tool tip to show multiple agent names and multiple device names when available.
    • Changed the Agent Summary Report table to group by agent when available.

Fixes

  • Resolved an issue in which data was displayed in the UTC time zone which made certain data sets appear on the incorrect day.  All data is now displayed based on the browser's time zone setting.

  • Removed outdated pricing tiers from the Account page.

  • Resolved an issue in which the Wallboard failed to handle long agent names correctly.  Now long agent names can wrap to two lines if necessary.
  • Resolved an issue causing agent names to overlay the date range selector.

Known Issues

  • Queues with "Deny" selected for Allow new callers into empty queue do not count calls that were not allowed into the queue as evicted contacts. This issue may be avoided by setting Allow new callers into empty queue to "Permit" and selecting "Remove Callers" for Remove callers when queue has no agents. This configuration also causes the eviction of all calls from the queue should there be a period during which no agents are logged in to the queue.
  • The Wallboard page displays a white screen while loading on a Chromecast.
  • The Wallboard page displays a "414" error message if more than approximately 80 queues are selected for display at once.

August 30, 2016  v0.8.23

Fixes

  • Resolved an issue in which documentation links for Contact Center directed the user to inaccessible documentation pages.

Known Issues

  • Agents that log in to queues using more than one device (hardware phone or software phone) appear twice in the Agent Selector with no means to tell the difference between the two appearances.
  • Queues with "Deny" selected for Allow new callers into empty queue do not count calls that were not allowed into the queue as evicted contacts. This issue may be avoided by setting Allow new callers into empty queue to "Permit" and selecting "Remove Callers" for Remove callers when queue has no agents. This configuration also causes the eviction of all calls from the queue should there be a period during which no agents are logged in to the queue.
  • The Wallboard page displays a white screen while loading on a Chromecast.
  • The Wallboard page displays a "414" error message if more than approximately 80 queues are selected for display at once.

August 23, 2016  v0.8.22

Features

  • Added support for reconfiguring the Wallboard page on a Chromecast without needing to use the Chromecast extension button to stop casting before casting the new configuration to the same Chromecast.

Fixes

  • Resolved an issue in which the Launch Wallboard button was obscured on the Real Time Queue Summary page in Firefox.

  • Resolved an issue in which the Launch Wallboard button menu failed to display in Firefox.

Known Issues

  • Agents that log in to queues using more than one device (hardware phone or software phone) appear twice in the Agent Selector with no means to tell the difference between the two appearances.
  • Queues with "Deny" selected for Allow new callers into empty queue do not count calls that were not allowed into the queue as evicted contacts. This issue may be avoided by setting Allow new callers into empty queue to "Permit" and selecting "Remove Callers" for Remove callers when queue has no agents. This configuration also causes the eviction of all calls from the queue should there be a period during which no agents are logged in to the queue.
  • The Wallboard page displays a white screen while loading on a Chromecast.
  • The Wallboard page displays a "414" error message if more than approximately 80 queues are selected for display at once.

August 16, 2016  v0.8.20 – v0.8.21

Features

  • Added functionality to launch the Wallboard page in a browser window for customers without a Google Chromecast.

    • The Wallboard page supports the following display mechanisms:

Fixes

  • Updated the application error pages for the public beta.

  • Resolved an issue on the Abandoned After Threshold Report in which the graph did not resize correctly.

Known Issues

  • Agents that log in to queues using more than one device (hardware phone or software phone) appear twice in the Agent Selector with no means to tell the difference between the two appearances.
  • Queues with "Deny" selected for Allow new callers into empty queue do not count calls that were not allowed into the queue as evicted contacts. This issue may be avoided by setting Allow new callers into empty queue to "Permit" and selecting "Remove Callers" for Remove callers when queue has no agents. This configuration also causes the eviction of all calls from the queue should there be a period during which no agents are logged in to the queue.
  • The Wallboard page displays a white screen while loading on a Chromecast.
  • To change the current Wallboard configuration when already displaying the Wallboard page, users must manually stop their current casting session to the Chromecast.
  • The Wallboard page displays a "414" error message if more than approximately 80 queues are selected for display at once.

August 9, 2016  v0.8.19

Features

  • Added a Wallboard page targeted at 1080P televisions used as an information radiator in a contact center. The Wallboard page provides key performance indicators and SLA compliance indicators for one or more queues.
    • The Wallboard page supports the following display mechanisms:
  • Improved the general load time of the application across browsers.

Fixes

  • Minor bug fixes

Known Issues

  • Agents that log in to queues using more than one device (hardware phone or software phone) appear twice in the Agent Selector with no means to tell the difference between the two appearances.
  • Queues with "Deny" selected for Allow new callers into empty queue do not count calls that were not allowed into the queue as evicted contacts. This issue may be avoided by setting Allow new callers into empty queue to "Permit" and selecting "Remove Callers" for Remove callers when queue has no agents. This configuration also causes the eviction of all calls from the queue should there be a period during which no agents are logged in to the queue.
  • The Wallboard page displays a white screen while loading on a Chromecast.
  • To change the current Wallboard configuration when already displaying the Wallboard page, users must manually stop their current casting session to the Chromecast.
  • The Wallboard page displays a "414" error message if more than approximately 80 queues are selected for display at once.

August 2, 2016, v0.8.17

Features

  • Updated the Account page to reflect the new effective date for pricing.

Fixes

  • Updated column headers on the Real Time Queue Details page to be consistent with the terminology used elsewhere in the application.

  • Fixed an issue in which the Agent Selector and Queue Selector were displayed incorrectly in IE.

  • Updated button titles to be consistent across the application.

  • Updated button styles to be consistent across all buttons in the application.

Known Issues

  • Agents that log in to queues using more than one device (hardware phone or software phone) appear twice in the Agent Selector with no means to tell the difference between the two appearances.
  • Queues with "Deny" selected for Allow new callers into empty queue do not count calls that were not allowed into the queue as evicted contacts. This issue may be avoided by setting Allow new callers into empty queue to "Permit" and selecting "Remove Callers" for Remove callers when queue has no agents. This configuration also causes the eviction of all calls from the queue should there be a period during which no agents are logged in to the queue.

July 26, 2016, v0.8.8 – v0.8.15

Features

  • The Agent Summary Report now lists statistics grouped by agents rather than by time.

Fixes

  • Fixed an issue in which SLA indicator icons were obscured on the Real Time Queue Summary page.

  • Fixed an issue in which the breadcrumb changed position on navigation between pages.

  • Fixed an issue in which the Queue Selector was nonfunctional in the Firefox browser.
  • Fixed an issue in which customers not participating in the beta still generated requests to Jive while viewing the error page.

Known Issues

  • Fixed an issue in which the Contact Details Export and Agent Details Export contained duplicate rows for exports with more than 100 contacts.
  • Agents that log in to queues using more than one device (hardware phone or software phone) appear twice in the Agent Selector with no means to tell the difference between the two appearances.
  • Queues with "Deny" selected for Allow new callers into empty queue do not count calls that were not allowed into the queue as evicted contacts. This issue may be avoided by setting Allow new callers into empty queue to "Permit" and selecting "Remove Callers" for Remove callers when queue has no agents. This configuration also causes the eviction of all calls from the queue should there be a period during which no agents are logged in to the queue.
  • The Queue Selector and Agent Selector are nonfunctional in the IE 11 browser.

Known Issues

  • Agents that log in to queues using more than one device (hardware phone or software phone) appear twice in the Agent Selector with no means to tell the difference between the two appearances.
  • Queues with "Deny" selected for Allow new callers into empty queue do not count calls that were not allowed into the queue as evicted contacts. This issue may be avoided by setting Allow new callers into empty queue to "Permit" and selecting "Remove Callers" for Remove callers when queue has no agents. This configuration also causes the eviction of all calls from the queue should there be a period during which no agents are logged in to the queue.
  • The Queue Selector is nonfunctional in the Firefox browser.
  • The Queue Selector and Agent Selector are nonfunctional in the IE 11 browser.

July 11, 2016, v.0.8.7

Features

  • Updated the management component used to grant access to the beta in preparation for open beta.

Fixes

  • Minor bug fixes

Known Issues

  • Agents that log in to queues using more than one device (hardware phone or software phone) appear twice in the Agent Selector with no means to tell the difference between the two appearances.
  • Queues with "Deny" selected for Allow new callers into empty queue do not count calls that were not allowed into the queue as evicted contacts. This issue may be avoided by setting Allow new callers into empty queue to "Permit" and selecting "Remove Callers" for Remove callers when queue has no agents. This configuration also causes the eviction of all calls from the queue should there be a period during which no agents are logged in to the queue.
  • Contact Details Export and Agent Details Export may contain duplicate rows for exports containing more than 100 calls.

June 27, 2016, v.0.8.6

Features

  • Added the "Monthly Minute Average" widget to the Account page to display the average minutes used over the previous three complete months.

Fixes

  • Minor bug fixes

Known Issues

  • Agents that log in to queues using more than one device (hardware phone or software phone) appear twice in the Agent Selector with no means to tell the difference between the two appearances.
  • Queues with "Deny" selected for Allow new callers into empty queue do not count calls that were not allowed into the queue as evicted contacts. This issue may be avoided by setting Allow new callers into empty queue to "Permit" and selecting "Remove Callers" for Remove callers when queue has no agents. This configuration also causes the eviction of all calls from the queue should there be a period during which no agents are logged in to the queue.

June 13, 2016, v0.8.1 - v0.8.5

Features

  • Added the Account page with a monthly minute counter. The account page is only available to administrators.
    • The monthly minute counter show the current monthly usage of Contact Center from the beginning of the month.
    • Added the Contact Center pricing list to the Account page. The price list is meant to give users an idea of what their costs will be once Contact Center leaves beta.
  • Added the Agent Summary report for a limited set of beta customers. This report will be enabled for all customers in the near future.

Fixes

  • Fixed an issue where the page icon of the Management page did not match the icon in the site navigation.
  • Fixed an issue that caused the feed back tool to appear over the apply button of the Agent Picker on the Agent Summary Report.
  • Fixed an issue where extra white space appeared in the mobile view of the AAT Report.
  • Fixed an issue that caused the text color of a timed out contact to appear in low contrast with the surrounding background color.
  • Fixed an issue in which agent names were not always sorted alphabetically in the agent selector on the Agent Summary Report.
  • Fixed an issue where the Agent Summary Report indicated an average talk time of 00:00:00 when no data was available.
  • Fixed a bug in which agents with only missed calls were not showing in the agent selector on the Agent Summary Report.

Known Issues

  • Agents that log in to queues using more than one device (hardware phone or software phone) appear twice in the Agent Selector with no means to tell the difference between the two appearances.
  • Queues with "Deny" selected for Allow new callers into empty queue do not count calls that were not allowed into the queue as evicted contacts. This issue may be avoided by setting Allow new callers into empty queue to "Permit" and selecting "Remove Callers" for Remove callers when queue has no agents. This configuration also causes the eviction of all calls from the queue should there be a period during which no agents are logged in to the queue.

May 29, 2016, v0.7.29

Features

  • Added a "BETA" label to the product branding.
  • Updated the "Beta Terms of Service"

Fixes

  • Fixed an issue where historical report graphs sometimes omitted the last data point.
  • Fixed an issue where customers could not access Contact Center via "https://my.jive.com/cc".

May 23, 2106, v0.7.26

Features

  • Improved functionality and stability

Fixes

  • Fixed an issue where some customers that have used the new admin portal to set super admin permissions experience difficulty accessing the application due to permissions.
  • Fixed an issue where some customers experienced missing Caller ID information in the real time views and Contact Details exports.
  • Fixed an issue where partners cannot access the application due to permissions.

May 17, 2016, v0.7.24

Features

  • Improved functionality and stability

Fixes

  • Fixed an issue where column alignments were inconsistent across pages.

Known Issues

  • Some partners experience issues accessing the application due to permissions.
  • Some customers experience missing Caller ID information in real time views and Contact Details exports.

May 9, 2016, v0.7.22 - v0.7.23

Features

  • Added the tracking of agent wrap time when configured for individual queues and improved the consistency of wrap time tracking between agents and contacts.
  • The data in the table of the Contact Summary Report is now listed the the most recent time frame at the top of the table.
  • Added an error page that informs users that the Contact Center reports on the usage of queues, but that the customer has not configured any queues.  The page directs users to the documentation for configuring queues.
  • Added a preset "Today" button to the date range selector on historic reports.

Fixes

  • Fixed an error that was causing call queues to erroneously report extremely high numbers of calls in queues.
  • The year was not fully visible when using Microsoft Edge browser.
  • Centered the vertical alignment of the icons in the right drop down menu and the left side slide out menu.
  • Constrained the width of the new version notification so as to not unnecessarily block a significant portion of the screen.

Known Issues

  • Some partners experience issues accessing the application due to permissions.
  • Contact Details exports are missing Caller ID information.

May 2, 2016, v0.7.20 - 0.7.22

Features

  • Added an error page that informs users that the Contact Center reports on the usage of queues, but that the customer has not configured any queues.  The page directs users to the documentation for configuring queues.
  • Added a preset "Today" button to the date range selector on historic reports.

Fixes

  • Resolved a bug where exports from the Contact Summary Report intermittently excluded data from the end of the export or otherwise failed.
  • Fixed an error which prevented links from the user feedback tool from functioning properly.
  • Fixed an intermittent issue where historic report data was inconsistent between page loads.
  • Updated the upper right navigation menu to only display the link the the administration portal for users that can access the administration portal.

Known Issues

  • Some partners experience issues accessing the application due to permissions.

April 26, 2016, v.0.7.17

Features

  • Improved functionality and stability

Fixes

  • Improved consistency of terminology across different pages.
  • Fixed unexpected behavior in the queue selector when selecting last unselected queue or unselecting the last selected queue.
  • Updated the threshold input on the Abandoned After Threshold Report to prevent the use of invalid values such as negative numbers.
  • Improved the consistency of tabular data alignment across different pages.

Known Issues

  • Exports intermittently fail for some users.
  • Some partners experience issues accessing the application due to permissions.

April 19, 2016, v0.7.10 - v0.7.15

Features

  • Update the breadcrumbs in real time navigation to provide a more consistent experience.
  • Added additional columns to the Contact Summary Report.

    • Contact resolution counts

    • Total contact count

  • Improved performance on historical reports and exports.
  • Added contact resolution totals to the Contact Summary Report.
  • Added a daily contact resolution totals to the real time queue details view.
  • Removed the raw data export from the Average Speed of Answer, Contact Resolution, and Abandoned After Threshold Reports in favor of the all inclusive export available on the Contact Summary Report.
  • For historical reports featuring aggregated statistics for a time increment, the time increments automatically scale depending on the selected date range.

    • Less than 2 days yields 15 minute increments

    • 2 days up to but not including 7 days yields hourly increments

    • 7 days or more yields daily increments

Fixes

  • Fixed confusion around the boundaries for changing size of the time increment in the historical graphs and tables.
  • Fixed a recurring issue in which the historical report graphs would shrink after interacting with the controls for the report.
  • Fixed an issue that rendered the threshold input on the Abandoned After Threshold Report inoperable.

Known Issues

  • Exports intermittently fail for some users.
  • Some partners experience issues accessing the application due to permissions.

April 4, 2016, v0.7.7

Features

  • Added the initial Contact Summary Report and export to the user interface.
    • The user interface provides overall and incremental statistics including the ASA (Average Speed of Answer), ATT (Average Talk Time), and AHT (Average Handle Time) for the selected queues and date range.
    • The export provides a CSV file containing overall and per-queue statistics as well as details of all contacts made through the selected queues during the selected date range.

Fixes

  • Fixed the version number link in the page footer so that it is visible and clickable when viewing the application with a narrow (mobile) screen.
  • Fixed the alignment of values in the realtime "All Queue Activity" table when viewing with a narrow (mobile) screen.
  • Fixed the left and right alignment of header bars when viewing with a narrow (mobile) screen.
  • Fixed a horizontal scrolling issues in Firefox.
  • Fixed the left-right padding on the historical report pages when viewing with a narrow (mobile) screen.
  • Removed extra whitespace on certain historical reports pages when viewing with a narrow (mobile) screen.

March 29, 2016 v0.7.2

Features

  • Improved styling and navigation that is consistent with other Jive applications.
    • Moved the main site navigation to a mobile compatible sidebar.
    • Improved iconography, colors, and controls.
    • Improved behavior on smaller screens (mobile).
  • Added a real time clock display on real time views.

Fixes

  • Took preventative measures to prevent future problems with alert updates.
  • Fixed the broken documentation links.
  • Fixed issues with obstruction of the SLA alert indicator on smaller screens (mobile).

February 17, 2016, v0.6.7

Features

  • Improved functionality and stability

Fixes

  • Fix the permission checking for the Portal menu item. Now all those with access to manage the PBX will see the Portal link in the upper right menu of Contact Center.
  • Removed the management tab from view for those that do not have permission manage the settings contained therein.

February 9, 2016, v.0.6.3 - v0.6.6

Features

  • The date range selector now toggles open and closed when you click on the date range label. This feature works in both the desktop and mobile views.
  • There is now a link to the administration portal from the top right navigation menu. The link only appears if the user has the proper permissions to access the administration portal.
  • Fixed an issue where customers who were added to the beta, removed from the beta, and then added again, could not see the agent attending to a contact in the user interface.

Fixes

  • Fixed the display of the date range selector in Edge, IE 11 and Chrome running on Windows. Numbers in input fields are no longer truncated.
  • Fixed an issue in which the user interface could use outdated credentials to access information, resulting in a degraded user experience.
  • Resolved an issue in which exports with a large number of rows were truncated or would fail to download.

February 2, 2016, v0.5.15 - v0.6.1

Features

  • Updated the user interface to work with the latest back-end services in order to move to a more consistent interface to the back-end services.
  • When a new version of the user interface is deployed, a notification dialog appears in the lower left corner of the screen. The notifications informs the user that a new version is available and includes a link to refresh the window. If no action is taken by the user, the screen will automatically refresh after 2 hours.

Fixes

  • Resolved inconsistency of the "total-duration" column in historic report exports. The column has been replaced by the "total-duration-on-entry" column representing the overall age of the contact at the point in time it entered the state represented by the row in the export data.

January 19, 2016, v0.5.13

Features

  • Added a link to the user documentation in the upper right navigation menu.
  • Linked the version number in page footer link to the release notes.

Fixes

  • Unable to scroll the terms and conditions page to access the accept button in mobile browsers.
  • Fixed navigation bug for collecting user feedback from the terms and conditions page in mobile browsers.
  • Fixed issue with the date range selector not formatting properly in mobile browsers.
  • Exported data from the History views is now sorted consistently.

January 12, 2016, v0.5.7 - v0.5.11

Features

  • Historic reports group data points by call start time in order to enable more accurate reporting of when staffing adjustments are needed to correct customer experience issues.

  • Configurable thresholds for queue depth / unattended contact count and visual notifications on the real time queue summary and real time queue details pages.

  • Updated iconography and color scheme to support visual notifications.
  • User documentation.

Fixes

  • Fixed a bug which caused the withdraw of non-terminal contacts from the UI to render the UI inoperable. A non-terminal contact is usually only withdrawn due to issues on the server side.
  • Fixed a bug where navigating to the Contact Center UI when feature has not been enabled caused unneeded background requests. This fix reduces the load on the servers.
  • Fixed a bug which caused evictions to be reported incorrectly in historical data.
  • Fixed a bug in the queue switcher where queues were not being selected properly.
  • Updated "longest talk time" counter on the Real time page such that longest talk time no longer includes wrap time.

December 13, 2015, v0.5.2

Features

  • Historic reports group data points by call start time in order to enable more accurate reporting of when staffing adjustments are needed to correct customer experience issues.

Fixes

  • Fix text rendering of queue names in the queue switcher.

  • Fix scroll bar in the queue switcher.