System management > Audit Management. Logging of the operations performed by the admin and supervisor authorized persons on the system, and the ability to see and report these logs by certain persons
Admin Dashboard development. Customer-specific dashboards can be developed with advanced graphic options.
Tegsoft Speech To Text Integration and Speech To Text Rules area. (Parameters >>Speech To Text )
Webchat - Menu option for Text routing rules
Webchat - allowing only certain file extensions to be transferred (such as pdf and png) in file transfer. For this, Parameters >> cc_chat.allowedfiletypes values must be checked.
The problem of sending e-mails to the department personnel and officials in the "E-Mail Rules Routing Requirements" in the Request Complaint settings has been resolved.
Requests >> Additional Parameter Display problem in detail field
The issue where audio streaming continues even though the call appears to have ended has been fixed.
The error that occurred when filtering more than 50 characters in the User management> filter
General localization bugs
CDR >> Voice recordings> error with Transfer recordings in queue status
Webchat >> The problem of downloading files, mp3, pictures from agent
CDR Report >> Interview transfer consists of 3 lines.
MT Activity >> efficiency value problem has been fixed.
Replication errors have been fixed.
The issue of receiving calls while not ready.
Webchat >> "Invalid Value error"
Cache problem in activity records
Localization and reporting problem originating from BLINDTRANAFER and ATTENDTRANSFER in CDR report
Robotic Sound. It has been found that the codec causes the problem.
Webphone "Incoming call" display error in Internet Explorer
The answer, Mute, Unmute, Hangup API developments have been completed and have been added to Apidocs.tegsoft.com.
The development of the activity entry requirement has been completed. Accordingly, if Call queues> Activity requirement is selected as "Yes", customer representatives in the relevant queue must enter an activity for each call.
Image/file/video can be sent on Facebook and Whatsapp channels.
The development has been completed so that a webchat thread can be transferred to another agency.
An internal transfer can be provided with a blind transfer button.
It is provided to send links over Webchat.
A field for selecting webchat queues has also been added to the customer representatives management screen.
Session Timeout and Customer Logout Activity must be added for Webchat queues. According to these values, a value in minutes is entered in the Session Timeout. During this time, the sessions of the calls in the queue remain open.
The ability to obtain the calls whose audio recording is listened to and not listened to with the listener detail information from the CDR. Accordingly, the newly added CDR> Advanced> "Listed by" and "Voice record status" allows filtering for voice recording listening situations. By entering the user-code with Listed by, the calls listened to by the relevant person are filtered.
With Voice record status, the calls listened to, unheard, and listened more than 1 times can be filtered.
An improvement has been provided for reporting the Inbound queue information to which the customer representative was assigned at login. Accordingly, Parameters> agent.createSkillAssignmentLog value should be set to "true" first. The default value is false. If this value is true, the agent queue assignment logging is activated. The report of this can be obtained from the MT activity> Agent queue assignments tab.
German and Russian announcement options have been added to the system.
Webchat data has been added to the MT activity >> customer representative basis report.
Webchat queues> Character limit of MT timeout has been increased. (max 10 characters)
The development has been completed so that the license increase/decrease transactions made during the day can be activated without service rest. Accordingly, the number of items can be edited directly with the "UPDATE LICENSE" bot on the Update or License page.
Yealink and Cisco firmware have been updated.
Sound recording archiving performance optimization has been provided.
A new phone type is defined in systems with only a text agent license. Accordingly, if the TextAgentInterface phone type is selected, the incorrect view in the Status panel is also prevented.
The - option in Webchat Queue selection has been removed.
An arrangement has been provided regarding the error received when a text is divided into paragraphs is sent with copy and paste in Webchat.
The problem with the customer representative filter in the MT activity report has been fixed.
The user problem that occurred when logging into Tegsoft Telescope or Tegsoft portal has been resolved.
Arrangement for Webchat Call distribution algorithm is provided. Accordingly, the longest waiting call first falls on the first available customer representative.
The error in the number of agents displayed in the status panel and instant information has been fixed.
Optimization has been provided for MT call binding time in Webchat.
The error in filtering with the CDR> Campaign result code has been resolved.
The Turkish character problem in addWebchatMessage service has been fixed.
Performance optimization has been provided in data import to the voice campaign.
The ACW time problem that occurred in the campaign search has been resolved.
The error received in the Webchat detail report has been corrected.
If the record was not found in the archive table that was created when the voice recording was downloaded with Webservice, the error was corrected.
Editing is provided for the Predictivemaxchannel parameter in the Campaign Management (Sound) field.
The problem of adding real IP to the customer representatives with the Add button has been resolved.
The transferAgentToIVR service error has been fixed.
The error in the Multiple Choice menu in the CRM parameters survey section has been corrected.
Estimated reading time: 21 min