Release Notes - Feature Release DC2022.01

Warning

This version is now end-of-support. For more information, click here for our End-of-support policy.

This document contains a list of the updates to AnywhereNow software and components.

Related client-side software

Note

To streamline our support process,  before raising a support ticket you need to ensure that the client used is upgraded to the version of the and so the log provided with the ticket is inline with the Bundle.  Please note that we will be unable to process support tickets raised on unsupported version.

+= updated in this bundle.
Component Version
Power BI

8.2.22025.01
Snapper 8.4.3
Inflight Wallboard (client) 6.5.2.18604

Feature enhancements

(Feature) Added new Quality Monitor Report to the PowerBI Template.

The quality monitoring report is a great starting point when the customer experience is a metric of interest. At a glance it shows how much feedback is provided by customers, and how the rating is changing over time. For my thorough analysis, feedback questions can be considered individually, highlighting improvement opportunities for your organization.

(Feature) Added new Hunt Report to the PowerBI Template

The hunt overview report tells you how often agents were hunted, and how successful those hunts were. Most important on this page is the overview of all individual hunts, which shows granular information such as the skill involved and the agent that picked up. This overview can be filtered if a particular skill or modality is of interest.

Note

Dialogue Intelligence for SSRS - With the Quality Monitoring Report and the Hunt Overview Report we reached a point where the preceding Dialogue Intelligence reporting based on SSRS no longer offers stand-out benefits over PowerBI. As a result, AnywhereNow has decided to end support for SSRS reporting as per 22nd of June 2022. New custom reports for SSRS will no longer be created. Customers are encouraged to start adopting the AnywhereNow template for PowerBI as a replacement as soon as possible to cater for a smooth transition.
If you have custom reports based on SSRS which information is not provided through our PowerBI templates, please contact your delivery partner to help relate you to a suitable PowerBI partner.

Resolved issues

(Enhancement 53783) After the introduction of the Dialogue Manager nodes in Dialogue Studio, the titles of the two node sets seemed inconsistent. The titles are now changed.

Before

After

(Enhancement) This new release of the AFAS CRM service provides the same functionality as described here, but has several improvements that help in getting the most out of this integration.

  • More accurate search results, due to changes in the URL encoding of request fields

  • Easier to find relevant cases, by combining the search value with the Contact ID

  • Easier testing and diagnostics with the UseDefaultPluginAttributes setting, which allows you to overwrite and reconfigure the internal preconfigured plugin attribute settings

  • Improved support when anonymous phone numbers called

  • Enhanced the Case description field. Previously the description field only showed the subject

  • Enhanced to the setting ContactUrlLinkTemplates. An example provided in the documentation contained some errors