In these notes

Queue Interactions

Reload interaction data without impact to active phone call
You can now reload an interaction to reload/refresh its data for both a live or completed interaction, and the reloading process won’t impact your active phone call if you’re on one.

Once the interaction data is reloaded/refreshed, the interaction data is updated for all owners and viewers on the interaction. Some features are not included in the reload process, which are: agent feed, dynamic scripts, email tab (if applicable to the interaction), and the active phone call if you’re on one.

This feature is available for both live and completed interactions.

There are two ways that you can reload interaction data:

• Queue users: There’s a new Reload Data button added to the interaction controls for the owner or any interaction viewer to click to manually trigger the interaction reload process.
  
  

• System: If you want this process to be automatically triggered by the system instead of manually reloaded by a human, then you can configure the queue to run a workflow to reload the interaction’s data. To do this, build a workflow that includes an Update Interaction workflow module with an action of “interaction data reload” and configure that workflow to the queue. 

 Queue Home List Views

‘Refresh Rate’ settings added to Home List View settings, optional setting
You can now set a Home List refresh rate for your Home List Views. Previously, you needed to manually change the refresh rate once you selected a Home List view. 

This means that with this new release you can now tailor and lock the refresh rate for a Home List view so it’s always that rate. When a refresh rate is set, though, you can’t change the refresh rate to any other rate from Home List. However, if you have Home List editing permissions, you can update the refresh rate in the Home List settings if needed.

This feature is helpful for managers that want to control how often Home List is refreshed for their queue users. Also, this is an optional setting when creating a new Home List View. 

This is how it works. Once you configure a refresh rate for a Home List view, that’s the refreshing rate that’s used for that view each time that view is selected. The Refresh Rate menu on Home List is disabled. This means you won’t be able to change the refresh rate manually when on that view. 

Here are some use cases. 

• Say you have a slower queue, you might not need a live refresh update because the data doesn’t change that often; so, you can lock the view to an every 1 minute refresh rate. 

• Maybe your team works remotely and their home networks lag, but your agents work a very high volume queue, so it might make more sense to lock your team’s Home List View to a slightly slower refresh rate, like every 5 seconds, to alleviate the load created by the volume on your team’s home networks.

This is the new View Refresh Rate menu that is available for defining how often the Home List View refreshes when the user is using the view.

Analytics

User AID table now available in User Status reports

There’s a new data table available - User Automatic Interaction Distribution table - to see this type of data in user status reports, which are reports that are built with either the user status data source or user status history data source. 

Some data that you’ll see within this new table include: User ID, is AID on or off, number of spaces available for each communication type, etc.

This is the full list of columns available within the new User Automatic Interaction Distribution table.

Queue

Streamlined interaction requests on open and update to address redundancy

We’ve updated the number of requests that were firing when an interaction is opened and updated to reduce event redundancy, like when a tag is tagged to it. This will improve system performance when working with a high number of interactions in queue.

Queue/Queue Templates

Status/Action container: New Action type - “Interaction Data Reload”
With the new interaction reload functionality, you now can run status/action workflows based on this system event on a queue by queue basis because there’s a new action available within the Status/Action container - “Interaction Data Reload”. 

This means that you can now run a workflow once an interaction’s data has been reloaded/refreshed, whether that action was executed by a human or the system.

If you want a workflow to run once the interaction is reloaded/refreshed, then configure the published workflow to the Status/Action container with these settings: Action type > Interaction Data Reload > [your published workflow] > [workflow version]

Workflows

Set a time and date for scheduled workflows to start running

You can now set the specific date and time for when a published scheduled workflow should start running. You can set the specific time zone that you need, too.

Set the specific data and time for when your published workflows should run under the workflow’s settings.

Enhancements made to workflow module saving process
We’ve made some quality of life improvements to the workflow modules saving process to make it even easier to build within Workflows. These improvements include:

• The save button on module details will only show up now if you have unsaved changes within the module. On opening of a module, there’s no longer a save button that automatically appears. Instead, it will now only appear after a change has been made.

• If you try to close a module or open another module with unsaved changes in the currently open module details, a confirmation modal appears asking if you want to save your changes or continue without saving.

Workflow modules

Update Interaction: new action “Interaction Data Reload”
There’s a new action added to the Update Interaction workflow module - “Interaction Data Reload” - that enables you to tell the system to reload an interaction’s data so all viewers and the owner have the most recent data. If you’re running an active call when this action is triggered, it won’t impact that phone call.

When this action is triggered, it will reload the interaction, whether it’s a live or completed interaction, and it will reload almost all of the interaction’s data. It won’t reload these areas: agent feed, dynamic scripts, email tab (if applicable), and the active phone call if you’re on one.

This workflow is being enhanced to reload the interaction’s data before executing the transfer. To make this enhancement, the workflow builder is adding the Update Interaction module with the action of “Interaction Data Reload”. 

There are no improvements released for Edify Console during this release.