Release Notes

Deadlock

Bugfix

Backend

If an agent is not assigned to a temm, calculation of statistics will run into an endless loop.

Queue size

Bugfix

Backend

Due to a rounding error when using the queue factor, it was possible for a single call to enter the waiting field even though no agent was logged in.

Explizit Teamlead

Bugfix

Backend

An explicit team leader could only be assigned to a single team, even though this rule only applies to agents. Now, an explicit team leader can be assigned to multiple teams.

Explizite Teamlead

Bugfix

Backend

It was not possible to delete the last explicit team leader.

Queue statistics does not count calls

Bugfix

Backend

If the value for 'Alert Timeout' was set to zero in the queue, the call was not counted correctly in the queue statistics. The dashboard display of the queue was also affected.

Queue statistics

Ext

AC Report

New, supplementary counter for overflow calls

Reporting

Feature

AC Report

The new app provides statistical analysis of activities within innoACD. Analysis by queue and team is supported, giving innoACD native integrated historical reporting for the first time.

Queue Rules

Feature

AC Queue Admin

Flexible rules can now be defined for each queue in order to respond individually to incoming calls and various call events. Each rule is clearly structured and consists of a trigger (event), an optional condition, and a resulting action. In this way, skills can be dynamically set or removed depending on various criteria, such as the caller's number or parts thereof. It is also possible to accept or reject calls selectively, which supports individual blacklisting and whitelisting per queue. This allows for significantly more precise, rule-based control of call routing.

Explicit team leaders

Feature

AC Team Admin

The AC apps can be assigned to any user within the innovaphone configuration. Without further restriction, such a user has comprehensive rights and can view and change configuration values and key figures for all ACD objects. If, on the other hand, a user is assigned to a team as an “explicit team leader,” their visibility and editing options are limited to the content of that team. This allows access to be controlled in a targeted manner and a clearly defined role and authorization concept to be implemented.

Mark for log out

Feature

AC Agent

To relieve agents during periods of high workload, it is now possible to mark an agent as logged out in the backend during an ongoing call. Once the call has ended, the agent is not automatically set back to “ready” status, but is immediately logged out and removed from the automatic call distribution system.

Refinement of mandatory skill timeout

Feature

App Service

If a mandatory skill with a timeout is assigned to a queue and no agent with this skill is available when a new call comes in, the mandatory skill is automatically and immediately converted to an optional skill. This prevents calls from being blocked unnecessarily while still maintaining prioritized skill control.

Licensing

Change

App Service

Users without agent functions who actively work with innoACD-for example, by using the dashboard and/or reporting-now also occupy a concurrent license. Users who perform exclusively administrative tasks still do not require a license.

Technical check for availability of a phone device

Bugfix

AC Agent

If an agent does not have a device that can receive calls, automatic call distribution is no longer possible. In this case, the agent will see a corresponding error message, allowing misconfigurations to be detected early on.

Automatic detection of master / slave

Bugfix

App Service

If in master/slave constellation the configuration has been synced partially, the automatic detection of this scenario failed. In this situation the service did not operate. Standalone PBX was not affected.

Providing innovaphone Service License

Feature

App Service

As additional option of the license management, the innovaphone license model for services has been integrated at this version.

Reestablishing of pbx-connection fixed

Bugfix

App Service

A problem has been solved after reconnect of a lost pbx connection (e. G. during configuration of a innovaphone service license). After reconnect, the reinitialisation was incomplete. Now fixed.

Individual, agent based factor for wrapup time

Feature

AC Agent

The wrapup time can now be flexibly adjusted for each agent. A configurable percentage factor allows the standardized time to be extended or shortened as needed—for example, to support new team members.

Crash on DTMF Input

Bugfix

App Service

A bug was fixed that caused the App Service to crash under certain circumstances when a DTMF selection was entered within the queue.

No More Than 50 Queues Manageable

Bugfix

App Service

A bug was fixed that caused queues to disappear from the view when more than 50 queues were created in the system.

Master/Slave Support

Bugfix

App Service

The new version now allows a Master/Slave operation of the solution.

French Language Support

Language

General

This version fully supports the French language in all interfaces.

Definition of Service Level Time per Queue

Feature

AC Dashboard

A service level response time can now be defined per queue for calculating the service level. If the call is handled by an agent within this time, it positively affects the service level.

Additional Info in App Icon

Feature

AC Agent

The app icon now displays in the MyApps taskbar how many queues the agent is actively logged into.

Dashboard Redesign

Feature

AC Dashboard

The “AC Dashboard” app has been completely redesigned and now provides a tabular view of key metrics for queue and agent activities.

Real-Time Waiting Queue Monitor in Dashboard

Feature

AC Dashboard

The dashboard now includes a real-time waiting queue monitor per queue. It can be opened by selecting a queue and shows a live view of currently waiting calls and any agent already reserved for the call in transfer status.

Real-Time Agent Monitor in Dashboard

Feature

AC Dashboard

The dashboard now includes a real-time agent monitor, showing the current agent status and activity for the current day.

Alerts in Dashboard

Feature

AC Dashboard

This version displays alerts in the dashboard.

Teams as Organizational Units for Agents

Feature

AC Team Admin

Agents can now be organized into teams. By default, all queues are available to a team and its assigned agents. Queue assignments can be restricted. Newly created queues are not automatically assigned if the selection is restricted. An agent can be assigned to exactly one team. Additional team settings include: automatic login to preselected queues and independent queue selection by agents.

Last Agent Routing

Feature

AC Queue Admin

For a configurable duration per queue (in days), the system remembers which caller was routed to which agent. Short calls are ignored. If the caller calls again within the specified time, the system attempts to route the call to the stored agent. If the agent is not logged in, normal routing applies. If the agent is logged in but busy, the caller is placed in the waiting queue for a configurable maximum duration. If the agent becomes free during this time, the call is delivered to them; otherwise, normal routing applies.

Accepting a Call via Spacebar

Feature

AC Agent

Previously, calls routed with the “Reserve” transfer strategy could only be accepted by clicking the “Accept” button. Now, calls can also be accepted by pressing the spacebar.