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

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

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

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

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)