20211122 - Release Notes

See what's new in Tegsoft and what we're gradually rolling out. ✨

November, 22 2021

Introduction

Welcome to the release notes for Tegsoft.

The release notes include key details about the Tegsoft current release, including information on new and improved features, bug fixes. Please review the topics carefully, as they include late-breaking information that may not be available in other Tegsoft documentation.

Information About Release 🔍

The purpose of the Release Notes communicates the major new features and changes in this release of the Tegsoft. It also documents known problems and work-arounds.

This Release Note is comprised of four sections:

1. What's New?
New Feature Notes describes and announces the new features of develop for Tegsoft products. Every item listed under this section describes the basics of a newly developed feature. Detailed descriptions/instructions will be accessible from the links provided at the end of the new feature description.

2. What's Improved?
Improvement Notes describes changes, about a feature/function that is already active. Type of changes are listed below:
• Data field updates (removal or addition of fields)
• Changes in reports or in applications
• API functionality changes
• Performance improvements
• Layout changes

3. What's Fixed?
Fix Notes are the list of known and fixed customer-reported defects or security fixes. Some instructions or workarounds may be described.

4. Related Documentation
Related Documentations are the list of links for more information related to the release.

1. What's New? ⚡

The following new features appear in this release:

1. New feature has been added regarding agent break times. With this feature:
   • Agents' break times can be limited and changed by the supervisor.
   • The maximum number of breaks that agent takes can be limited and changed by the supervisor.
   • The Agent cannot take a break when it reaches the maximum break number and maximum break time set by the supervisor.
   • If the Agent wants to take a break above these limits, a pop-up warning message appears on the Agent screen.

2. A new feature has been added regarding campaign-based schedule options. With this feature:
   • Campaign-based schedule options have been made parametric. With these parameters, the "schedule", "me only" and "only me or anyone" options shown on the screen below can be controlled by selecting active or passive by supervisor.

3. With the SA-Innovation integration, two different features have been added for voice calls, ‘Speech To Text’ and ‘Speech Analytics’. Voice calls can be translated into text with ‘Speech To Text’. ‘Speech Analytics’, data can be collected by analyzing recorded calls. These newly added features are shown in the screenshot below.

2. What's Improved? ⭐

The following improvements appear in this release:

1. The call queues prioritization algorithm has been improved. It is edited to be prioritized every 2 minutes. It is technically not possible to reduce this prioritization time to less than 2 minutes.

2. Voice recording can be enabled or disabled for attended campaign calls. For this, the "start voice recording" combo-box has been added to the voice campaign screen. The screenshot below shows the voice campaign screen after adding this combo-box.

3. The content filtering feature in the Requirements Complaints Management System has been activated.

4. Average Call Handling Time (ACHT) is the average duration of the entire customer call transaction, from the time the customer initiates the call to ending the call, including all hold times and transfers, as well as after call work.
   Formula to calculate ACHT for a single call:

Improvements have been made regarding the calculation of the ACHT value in the Queue Report on Tegsoft Management System.

3. What's Fixed? 🔧

The following fixed bugs appear in this release:

1. The problem in auto-answer of inbound calls and manual outbound calls in agent logins made with a physical phone has been fixed.

2. Turkish character problem has been fixed in AddContacttoCampaing API service.

3. The problem of displaying the caller and called information in the BLF definition has been fixed.

4. The call time of queued call with the IVR campaign has been edited.

5. The Agent filtering in the Call Queue Report (Skill (Queue) Reports) has been edited.

6. The result code directed to the URL in campaign searches has been edited.

7. Voice recording problem on systems with archive target IBM OFS has been fixed.

8. Improvements have been made in system announcements so that customers can change the system announcements using the file format (.jar / .wav) they want.

9. General performance improvements have been made.

4. Related Documentation 📄

Refer to the following documentation for more information related to this release:

• Please check Tegsoft Homepage for recent news about Tegsoft.
• For more technical articles, refer to here.
• For API documentation, refer to here.
• For previous Release Notes, refer to here.
• For End of Life Announcements, refer to here.
• For Frequently Asked Questions (FAQ), refer to here.

Tegsoft makes no representations or warranties, either express or implied, by or with respect to anything in this document, and shall not be liable for any implied warranties of merchantability or fitness for a particular purpose or for any indirect, special or consequential damages.

Copyright © 2021, Tegsoft. All rights reserved.

"Tegsoft" and Tegsoft’s products are trademarks of Tegsoft. References to other companies and their products use trademarks owned by the respective companies and are for reference purpose only.