20220705 - Release Notes

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

July 5, 2022

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. We are glad to announce the Tegsoft Telescope application has been updated to rolling out new monitoring options: Dashboard and Activities. 

DASHBOARD

One of the new monitoring options of Tegsoft Telescope is the Dashboard which is developed for users to follow the contact center activities from any mobile devices regardless of time and place. 

SUMMARY TAB

As can be seen on the Telescope app screens below, Tegsoft users can easily access the dashboard of contact centers from the dashboard tab and view summary statistics and data synchronously. The details of summary statistics and data are as follows.

 ➤ Total inbound calls 
(waiting customers, service level, answer rate, abandon, answered, overflow and transfer calls, longest and average talk times, etc.)

 ➤ Inbound chat calls 
(waiting customers, service level, answer rate, abandon, answered, overflow chat calls, longest and average wait times, etc.)

 ➤ Campaigns 
(voice, SMS, and e-mail campaigns, in progress, not called, completed, scheduled campaigns)  

INBOUND TAB

As can be seen on the Telescope app screens below, Tegsoft users can easily access the inbound dashboard from the inbound tab and view inbound calls statistics and data synchronously. The details of inbound statistics and data are as follows.

On a queue basis;

• Waiting customers, 
• Service level and answer rate, 
• Abandon, answered, overflow and transfer calls,
• Agents’ states 
• Pie chart of inbound calls distribution
• Pie chart of agents’ statesdistribution
• Bar chart of inbound calls distribution

OUTBOUND TAB

As can be seen on the Telescope app screens below, Tegsoft users can easily access the outbound dashboard of contact centers from the dashboard tab and view outbound calls statistics and data synchronously. The details of outbound statistics and data are as follows.

On a campaign basis;

• Voice, SMS and e-mail campaigns, 
• In progress, not called, completed and scheduled campaigns
• Longest and average talk times
• Pie chart of agents’ states
• Campaign report

ACTIVITIES

Another new monitoring option of Tegsoft Telescope is the Activities which is developed for users to track activity details. 

As can be seen on the following Telescope application screens, Tegsoft users can easily access the activity details from the Activities tab and view activities statistics and datasynchronously. The details of activities statistics and data are as follows.

On a channel basis;

• Number of activities in the full day and in the last hour
• Number and pie charts of activity top groups in the full day and in the last hour
• Number and pie charts of activity groups in the full day and in the last hour
• Number and pie charts of activities in the full day and in the last hour

To discover the latest enhancements, please go on App Store or Google Play Store by the following links and get the latest version of Tegsoft Telescope.

Further information about Tegsoft Telescope application can be reached at TEGSOFT TELESCOPE: Monitor Your Contact Center on Mobile article.

2. Activity data and Activities tab have been added to the Dashboard on the V3 screens, which is Tegsoft's new interface, as seen in the screens below.

3. New Tegsoft user interface (TEGSOFT_V3), especially the Agent Desktop application, is ready for Tegsoft users by adding transfer buttons as seen in the following screens.

ℹ️  If you want to try the new Tegsoft user interface, please follow the instruction below.

As shown in the screenshot below, in any browser, replace TEGSOFT_SERVER_URL with your server in this URL https://TEGSOFT_SERVER_URL/Tobe/forms/TegsoftVue/ and then go to this address by pressing enter button.

4. "Unanswered call alarm" is triggered for each unanswered call (including calls that are terminated during ring time).

2. What's Improved? ⭐

The following improvements appear in this release:

1.General Security and Performance Improvements have been made.

2. All the phone number columns (from Phone1 to Phone8) have been added to the excel format report generated from Campaign Reports as seen in the sample report below. 

1. The problem of using international numbers in webchat integration with Infobip provider has been fixed.

2. The problem with "Don't start a new call until scheduled calls finished" value in Contact Dial Model parameter in Voice Campaign Manager.

3. Fixed the problem in sending alarm e-mails due to TLS version in Ring Groups.

4. The synchronization problem that occurred in Extensions, Conference, Voice skills, Webchat skills and Alarms in the Replication configuration has been fixed.

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 API documentation, refer to here.
• For previous Release Notes, refer to here.
• For End of Life and Sale 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.

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"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.