CHANGES IN 7.1.3.2
The following table describes reporting changes to be expected when upgrading from Version 7.1.3.0 to Version 7.1.3.2.
Tracking Number
Description
320774
Description: The ACDCountWithAccountCode variable was corrected in order to more accurately reflect the number of calls with codes applied.
Affected Statistics:
- ACD with Account Code may increase.
- Percent of ACD Account Code Compliance may increase.
Affected Reports:
·Agent Group by Account Code Compliance
318867
319899
Description: Calls with internal segments, or Recall Held Party events were not being pegged correctly.
Affected Statistics:
- ACD Calls may change.In some cases up or down.
Affected Reports:
·Agent Performance reports·Agent Event reports
320991
Description:Agent Shift statistics were being altered due to unaccounted for Login events submitted just before a Logout.
Affected Statistics:
- Total Shift time will be more accurate.
Affected Reports:
·Agent Event by Period
CHANGES IN 7.1.3.1The following table describes reporting changes to be expected when upgrading from Version 7.1.3.0 to Version 7.1.3.1.
Tracking Number
Description
257828
Description: In the case of Secretarial key usage for transferring a call to another queue we pegged the incorrect queue after the transfer. Now we will skip updating call info in this case, thus the transferred call has correct call info and statistics are updated more accurately.
Modified stats:
·Call counts may change·Maximum Time to Answer may decreaseAffected reports:
·Queue Spectrum by Period·Agent (Group) Performance by Queue
257863
Description: Recently there was a fix which separated outbound and short outbound counts.The original fix caused confusion as a number of reports disagreed whether Short Out was to be included in total Out counts.
The original fix was rethought and the statistic behavior was rolled back to original along with RDL files for all pre-packaged reports. This should bring the statistics back to normal. So customers upgrading from 7.1.1.x and earlier should not see a difference there; customers upgrading from 7.1.2 and later can see the difference in outbound counting.
Important note for Flex Report users using ShortOut variable: Before this fix outbound calls were divided into two subsets: short outbound [=ShortOut] and regular (aka long) outbound [=OutCount].
After this fix short outbound [=ShortOut] is subset of regular outbound calls [=OutCount] which is now full set. To get long outbound calls you need to calculate [=OutCount – ShortOut]
Modified stats:
·Outbound count may changeAffected reports:
·Agent Performance reports·Employee Performance reports
259681
Description: In some scenarios the third party agent in ACD conference call was not pegged as ACD in Agent Performance reports. This was observed for specific SMDR records order and caused conflicts with pegging called agents.
Currently both third party and called agents should peg more accurately.
Modified stats:
·ACD Count may increase·ACD Duration may increase·ACD Time to Answer may increase·Non-ACD Count may decrease·Non-ACD Duration may decrease·Non-ACD Time to Answer may decreaseAffected reports:
·Device by Device reports:oAgent Performance by PeriodoAgent Group Performance by PeriodoEmployee Performance by PeriodoEmployee Group Performance by PeriodoTeam Performance by PeriodoQueue Performance by AgentoQueue Group Performance by AgentoAgent by Answering Agent GroupoAnswering Agent Group by Agent·Agent Performance by Period
260259
Description: Starting in MiCC Version 7.1.2.1 calls abandoned after multiple interflows did not peg as abandoned. Current changes correct this statistics for this scenario. This also adjusts service metrics as long as abandoned counts towards offered calls.
Modified stats:
·Abandoned Count may increase·Time to Abandon may increase·Call Count may increaseAffected reports:
·Queue Performance by Period·Queue Spectrum by Period·Queue Abandoned by ANI
265108
Description: When a call is sent to an unavailable path via a speed call, and then is transferred to a mailbox or to a trunk, the call was previously being pegged as ACD.Customers running this scenario may note decrease in ACD metrics and increase of Non-ACD metrics. Total number of ACD and Non-ACD should remain the same.
Modified stats:
·ACD Count may decrease·ACD Duration may decrease·ACD Time to Answer may decrease·ACD Offered may decrease·Service Count may decrease·Non-ACD Count may increase·Non-ACD Duration may increase·Non-ACD Time to Answer may increase·Queue Spectrum Count may decreaseAffected reports:
·Device by Device reports*·Device by Queue reports**·DNIS Performance reports***·Extension Performance reports****·Queue Performance by Period·Trunk Performance by Period·Queue Spectrum by Period
* Device by Device reports:
·Agent Performance by Period·Agent Group Performance by Period·Employee Performance by Period·Employee Group Performance by Period·Team Performance by Period·Queue Performance by Agent·Queue Group Performance by Agent·Agent by Answering Agent Group·Answering Agent Group by Agent** Device by Queue reports:
·Queue ANI by Area Code·Queue Group ANI by Area Code·Queue Performance by Account Code·Queue Group Performance by Account Code·Unified Queue Group by Queue by Account Code·DNIS Performance by Queue·DNIS Group Performance by Queue*** DNIS Performance Reports:
·DNIS Performance by Period·DNIS Performance by Month·DNIS Performance by Day of week·DNIS Performance by Day of month·DNIS Group Performance by Period·DNIS Group Performance by Month·DNIS Group Performance by Day of Week·DNIS Group Performance by Day of Month·DNIS Group Performance by DNIS****Extension Performance reports:
·Extension Performance by Period·Extension Performance by Month·Extension Performance by Day of Week·Extension Performance by Day of Month·Extension Group Performance by Period·Extension Group Performance by Month·Extension Group Performance by Day of Week·Extension Group Performance by Day of Month·Extension Group Performance by Extension·Employee by Extension
CHANGES IN VERION 7.1.3.0
CHANGES IN 7.1.3.2
Tracking Number
Description
320774
Description: The ACDCountWithAccountCode variable was corrected in order to more accurately reflect the number of calls with codes applied.
Affected Statistics:
- ACD with Account Code may increase.
- Percent of ACD Account Code Compliance may increase.
Affected Reports:
·Agent Group by Account Code Compliance
318867
319899
Description: Calls with internal segments, or Recall Held Party events were not being pegged correctly.
Affected Statistics:
- ACD Calls may change.In some cases up or down.
Affected Reports:
·Agent Performance reports ·Agent Event reports
320991
Description:Agent Shift statistics were being altered due to unaccounted for Login events submitted just before a Logout.
Affected Statistics:
- Total Shift time will be more accurate.
Affected Reports:
·Agent Event by Period
Tracking Number
Description
257828
Description: In the case of Secretarial key usage for transferring a call to another queue we pegged the incorrect queue after the transfer. Now we will skip updating call info in this case, thus the transferred call has correct call info and statistics are updated more accurately.
Modified stats:
·Call counts may change ·Maximum Time to Answer may decrease Affected reports: ·Queue Spectrum by Period ·Agent (Group) Performance by Queue
257863
Description: Recently there was a fix which separated outbound and short outbound counts.The original fix caused confusion as a number of reports disagreed whether Short Out was to be included in total Out counts.
The original fix was rethought and the statistic behavior was rolled back to original along with RDL files for all pre-packaged reports. This should bring the statistics back to normal. So customers upgrading from 7.1.1.x and earlier should not see a difference there; customers upgrading from 7.1.2 and later can see the difference in outbound counting.
Important note for Flex Report users using ShortOut variable: Before this fix outbound calls were divided into two subsets: short outbound [=ShortOut] and regular (aka long) outbound [=OutCount].
After this fix short outbound [=ShortOut] is subset of regular outbound calls [=OutCount] which is now full set. To get long outbound calls you need to calculate [=OutCount – ShortOut]
Modified stats:
·Outbound count may change Affected reports: ·Agent Performance reports ·Employee Performance reports
259681
Description: In some scenarios the third party agent in ACD conference call was not pegged as ACD in Agent Performance reports. This was observed for specific SMDR records order and caused conflicts with pegging called agents.
Currently both third party and called agents should peg more accurately.
Modified stats:
·ACD Count may increase ·ACD Duration may increase ·ACD Time to Answer may increase ·Non-ACD Count may decrease ·Non-ACD Duration may decrease ·Non-ACD Time to Answer may decrease Affected reports: ·Device by Device reports: oAgent Performance by Period oAgent Group Performance by Period oEmployee Performance by Period oEmployee Group Performance by Period oTeam Performance by Period oQueue Performance by Agent oQueue Group Performance by Agent oAgent by Answering Agent Group oAnswering Agent Group by Agent ·Agent Performance by Period
260259
Description: Starting in MiCC Version 7.1.2.1 calls abandoned after multiple interflows did not peg as abandoned. Current changes correct this statistics for this scenario. This also adjusts service metrics as long as abandoned counts towards offered calls.
Modified stats:
·Abandoned Count may increase ·Time to Abandon may increase ·Call Count may increase Affected reports: ·Queue Performance by Period ·Queue Spectrum by Period ·Queue Abandoned by ANI
265108
Description: When a call is sent to an unavailable path via a speed call, and then is transferred to a mailbox or to a trunk, the call was previously being pegged as ACD.Customers running this scenario may note decrease in ACD metrics and increase of Non-ACD metrics. Total number of ACD and Non-ACD should remain the same.
Modified stats:
·ACD Count may decrease ·ACD Duration may decrease ·ACD Time to Answer may decrease ·ACD Offered may decrease ·Service Count may decrease ·Non-ACD Count may increase ·Non-ACD Duration may increase ·Non-ACD Time to Answer may increase ·Queue Spectrum Count may decrease Affected reports: ·Device by Device reports* ·Device by Queue reports** ·DNIS Performance reports*** ·Extension Performance reports**** ·Queue Performance by Period ·Trunk Performance by Period ·Queue Spectrum by Period
·Agent Group Performance by Period ·Employee Performance by Period ·Employee Group Performance by Period ·Team Performance by Period ·Queue Performance by Agent ·Queue Group Performance by Agent ·Agent by Answering Agent Group ·Answering Agent Group by Agent ** Device by Queue reports: ·Queue ANI by Area Code ·Queue Group ANI by Area Code ·Queue Performance by Account Code ·Queue Group Performance by Account Code ·Unified Queue Group by Queue by Account Code ·DNIS Performance by Queue ·DNIS Group Performance by Queue *** DNIS Performance Reports: ·DNIS Performance by Period ·DNIS Performance by Month ·DNIS Performance by Day of week ·DNIS Performance by Day of month ·DNIS Group Performance by Period ·DNIS Group Performance by Month ·DNIS Group Performance by Day of Week ·DNIS Group Performance by Day of Month ·DNIS Group Performance by DNIS ****Extension Performance reports: ·Extension Performance by Period ·Extension Performance by Month ·Extension Performance by Day of Week ·Extension Performance by Day of Month ·Extension Group Performance by Period ·Extension Group Performance by Month ·Extension Group Performance by Day of Week ·Extension Group Performance by Day of Month ·Extension Group Performance by Extension ·Employee by Extension
The following table describes reporting changes to be expected when upgrading from Version 7.1.2.1 to Version 7.1.3.0.
Tracking Number | Description |
244733 | Description: Under some circumstances the MiVB can send Group Presence Feature Events for an agent group that the agent is not a member of in the MiCC configuration. This event was not being ignored, and as such it was altering statistics in the Agent Event reports. The events are ignored and agent events statistics including internal answered, external answered, abandoned calls and interflowed calls are more accurate. Modified stats: Make Busy (count, duration) may decrease ACD (count, duration, hold duration, short count) may decrease Non-ACD (count, duration) may decrease Outbound (count, duration, hold duration) may decrease Ringing (count, duration) may decrease Requeue count may decrease Wrap-up duration may decrease Affected reports: All Agent reports may be affected. |
244741 | Description: In the scenario where an external hot desking agent is logging off while in a DND or Make Busy state, they were not pegged for DND or Make Busy. Modified stats: DND count may increase DND duration may increase Make Busy count may increase Affected reports: Agent (Group) by Make Busy / DND Code Agent by Make Busy / DND Trace Queue Performance |
244891 | Description: The Phone Number Accounting Trace report was missing outgoing conferenced and transferred calls even when the specified phone number was dialed. Now the diverted conferenced and transferred calls are included in the report, resulting in potentially large changes to durations. Modified stats: Call Duration may increase Time to Answer may decrease Affected reports: Business Reporter Trace reports |
251316 | Description: Silent Monitor segments were being counted towards the outbound statistics. It should not be pegged as Outbound, but rather as any main call state. This affects wide range of statistics for customers using the silent monitor feature resulting in decreasing of outbound metrics, and increase other metrics accordingly. Modified stats: ACD duration (total, internal, external) may increase Non-ACD duration (total, internal, external) may increase Outbound duration (total, internal, external) may decrease Make Busy (count, duration) may increase Work-timer duration may increase Total talk time may change depending on the above adjustments Affected reports: Agent by Device reports Agent (Group) Performance by Period Device by Device reports Extension (Group) performance by Period Queue (Group) Performance by Period Queue Spectrum by Period Agent Event reports |
252125 | Description: Previously, the MiCC software did not correctly recognize queue devices in clustered environments where the digits dialed were presented in SMDR as CEID PNI. We now recognize the queue in SMDR when presented in the CEID PNI format. This may cause significant changes for customers using clustered environment. Modified stats: ACD (count, duration, time to answer, abandoned, offered) may increase Non-ACD (count, duration, time to answer) may decrease Affected reports: Trunk Performance reports Queue (Group) Performance reports Queue Spectrum by Period Device by Queue reports Extension (Group) Performance reports |
253248 | Description: Device states were pegged incorrectly after hot-desking user extensions made a call to each other and then set their status to DND. Now this scenario handles DND state and this results in DND counters change. Modified stats: DND count may increase DND duration may increase Make Busy count may increase Affected reports: Agent (Group) Performance reports Queue (Group) Performance by Period |
254163 | Description: Callback requests were being double-pegged in reports. These changes improve handled and offered calls, including internal answered, external answered, abandoned calls and interflowed calls. Modified stats: Answered count may decrease Offered count may decrease ACD count (internal, external) may decrease Short ACD count may decrease Affected reports: Queue (Group) Performance by Period Queue Spectrum by Period |
255333 | Description: In some scenarios the Answer Time was being calculated incorrectly for requeued calls. Thes values changed for requeued calls only. Whether the value increases or decreases depends on the actual answer time. Modified stats: All call counts Affected reports: Queue Spectrum by Period |
256819 | Description: This change set fixes the scenario with a requeued call being incorrectly pegged as a Short Abandon. Offered count increases as well, since Offered includes Abandoned calls but does not include Short Abandoned. Modified stats: Abandoned (count total time) may increase Sort Abandoned may decrease Offered may increase Affected reports: Queue (Group) Performance by Period |
256780 | Description: Some calls to IVR were being pegged incorrectly when SMDR records were received out of order. The crediting logic has been updated to account for this scenario. Modified stats: Offered to IVR may increase Terminated in IVR may increase Affected reports: IVR DNIS Performance reports |
258587 | Description: MiTAI processing logic was improved to ensure that we update call details more accurately. Modified stats: Maximum time to answer may decrease Queue spectrum counts may increase Affected reports: Agent by Device reports Queue Spectrum by Period |
259645/258916 | Description: Worktimer events were being credited incorrectly in certain call scenarios. For example, if an agent receives an ACD call, ends that call, inputs a classification code, then while still in worktimer made an outbound call the classification code would be pegged to the outbound portion in error. Modified stats: Duration may decrease Time to answer may increase Outbound and total counts may decrease Outbound and total duration may decrease ACD count may increase ACD duration may increase ACD count with account code may increase Affected reports: Lifecycle reports Call Accounting Trace reports Account Code Performance by period Agent by Account Code reports Extension by Account Code reports Agent Performance by Period reports Extension Performance by Period reports |
259646 | Description: In some cases Make Busy records associated with the Multimedia Overloaded state would be processed in an incorrect order, causing inaccurate Make Busy pegging. This behavior has been corrected. Modified stats: Idle duration may change (either increase or decrease) Make Busy Count may decrease System Make Busy Count may decrease System Make Busy duration may decrease Affected reports: Multimedia Agent Performance reports Multimedia Agent Event reports Agent by Device reports |
CHANGES IN VERSION 7.1.2.1
The following table describes reporting changes to be expected when upgrading from Version 7.1.2.0 to Version 7.1.2.1.
Tracking Number | Description |
245266 | Description: ACD calls that were conferenced were double pegging in Agent Performance by Period reports. Conference calls will now not be ACD pegged if there's already ACD call associated. Modified stats: ACD count decreased Affected reports: Agent (Group) Performance by period |
244654 | Description: In instances where same call had both ACD answered and unanswered events from the IVR extension records, we credited both which resulted in ACD double pegging. This is only observable with the HandleInternalAbandonAcdWithFullDigitsDialedAsAnswered option set to true (which is not default). Modified stats: ACD count decreased Affected reports: Queue (Group) Performance by Period |
244729 | Description: Some system routing events were causing errors in pegging calls during conference scenarios. Modified stats: Handled calls Affected reports: Agent (Group) Performance reports Queue (Group) Performance reports |
244780 | Description: Calls transferred to a RAD will no longer be considered abandon calls. Modified stats: Abandon count may decrease Total time to abandon may decrease Total time to answer may increase Service count may decrease Calls offered may decrease Total calls may decrease Affected reports: Queue Performance reports Queue Abandon Spectrum Queue Abandon vs Answer comparison |
CHANGES IN VERSION 7.1.2.0
The following table describes reporting changes to be expected when upgrading from Version 7.1.1.1 to Version 7.1.2.0.
Tracking Number | Description |
242860 | Description: Classification codes entered during transferred calls will now be costed in Business Reporter reports. Modified Stats: Account code count Affected Reports: Account Code Accounting by Account Code Account Code Accounting by Interval Account Code Accounting Trace Extension and Extension group Accounting by Account Code Employee and Employee Group Accounting by Account Code Subscriber and Subscriber Group Accounting by Account Code Employee and Employee Group Billing by Account Code Subscriber and Subscriber Group Billing by Account Code |
229464 | Description: In the Extension Now real-time monitor after a call transfer, Non ACD time was being pegged instead of ACD time for extensions which were not part of any Ring Groups. Modified Statistics: ACD time will increase, and Non ACD time will decrease. Affected Reports: Queue Performance reports Extension Performance reports Trace reports NOTE: This behavior is configurable using the manual configuration setting CreditTransferredACDCallsAsACDForAllTransferredSegments |
238795 | Description: The Agent Short Outbound statistic was not used. Modified Statistics: The Short Outbound count will increase, Outbound count will decrease. Affected Reports: Agent Performance by Period Agent Group Performance by Period NOTE: The counts for Outbound and Short Outbound have been split into individual columns, however currently the outbound handling time still includes both. |
165007 | Description: The Agent Performance By Period report was sometimes showing more ACD calls than an Agent Event by Period report. Modified Statistics: ACD count may decrease in Performance tables, and increase in Device by Device tables. Affected Reports: Agent Performance reports Extension Performance reports NOTE: This discrepancy was seen in environments with resilient queues, and may not affect all sites. |
240379 | Description: In an Agent State real-time monitor, some agents would be displayed as a Non ACD state when they were actually Idle. Modified Statistics: Agent state will show accurately when Idle. Affected Reports: Agent State by Time Agent State by Position Agent State by Time by Queue |
CHANGES IN VERSION 7.1.1.1
There were no statistical changes implemented in Version 7.1.1.1.
CHANGES IN VERSION 7.1.1.0
The following table describes reporting changes to be expected when upgrading from Version 7.1.0.0 to Version 7.1.1.0.
Tracking Number | Description |
218022 | Not all Make Busy codes were being correctly pegged if set or removed while the line was in a ringing state. This race condition has been addressed to improve report accuracy. Reports affected: Agent Shift reports Queue Performance reports Statistics affected: Increase in Make Busy durations Decrease in Ringing counts and durations |
231780 | Improved DNIS crediting logic has been implemented. Previously, some long calls were double-pegged, or incorrectly pegged as non-ACD in error. This occurred for calls regardless of the SMDR Reorder Buffer setting. Reports affected: All DNIS reports Statistics affected: ACD counts Non-ACD counts |
232419 | Some calls were not represented in Lifecycle reports when run against the DNIS device type. The call linking for internal records was enhanced to correct this. Reports affected: Lifecycle reports Statistics affected: All Lifecycle reports have more accurate linking Duration and TimeToAnswer statistics are more accurate |
232424 | The Average Wait Time was not being averaged correctly. Calculations were adjusted to properly account for timing when requeues take place. Reports affected: Queue reports Trunk reports Statistics affected: TimeToAbandon and TimeToAnswer may increase slightly (1% or less expected) Service count may decrease slightly |
234674 | Calls were not being correctly pegged as ACD when they were generated by an outbound dialer. This crediting error occurred with a specific scenario where the call started with an internal unanswered record. Reports affected: Queue reports Statistics affected: Increased ACD count (Less than 1% change expected) |
CHANGES IN VERSION 7.1.0.1
There were no statistical changes in Version 7.1.0.1.