The MotionCX platform will undergo scheduled maintenance on Thursday, March 26 from 9pm to 10:30pm EST. There are no expected service disruptions associated with this update. There will be a softphone update available after this maintenance has been completed.
This maintenance will introduce several new features: - A new Dashboard Coverage widget to provide counts of unique users and phone users, providing added clarity in staffing levels and coverage in our omni0channel environment
- Our Workstate Details report has been updated to show if each workstate change was initiated by the user or by the system
- There is a new Administrative Change Log report, providing added detail for changes made, including the prior value and the new value, along with the user who made the change
- For users who have been logged in for extended periods, if the platform is going to issue a timeout and disconnect the user (e.g. after 12 hours) then the system logout will also pop a notification to the user stating they were logged out, and it will identify which token expired. This may be different on the softphone and the MotionCX web portal.
Bugs Addressed: - Transfer and conferences, stuck calls. We have seen instances where calls that have multiple conferences and transfers have potential to get "stuck." These call paths have been addressed so interactions with multiple participants added and removed are handled without the errors that failed to connect or disconnect a call.
- Audio missing from screen recording files. We have seen come instances where a screen recording failed to merge in audio; audio recordings were still available without screens. This has been corrected so the audio will play with the screen captures.
- Chat sessions have Monitor and Join functions; however, if a user engaged in those functions refreshed their browser page, they would lose the option to leave the monitoring or joined chat. This has been corrected.
- The Case Disposition Count report filer for including Closed cases has been fixed.
- On Outbound calls from the Softphone, it will now pop a corresponding case into the softphone and attached the contact being called to that case. This is dependent on the User's routing profile being set to create cases on Outbound calls.
- Transferred SMS and Chat interactions were not being reported in queues they were transferred to. This has been corrected.