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ShoreTel Sky Contact Center Release Notes

Content

Table of Contents

Version 1.3.5
Version 1.3
Version 1.2

Version 1.3.5 Release

This V1.3.5 release of ShoreTel Sky Contact Center introduced three new ways for Contact Center supervisors to better monitor and coach their agents:

New Features

Agent Performance "Group Summary" Report

The Agent Performance report now provides two reporting options via the new "View" drop-down menu. The existing report can be viewed by selecting the "Individual Summary" option. The new report can be viewed by selecting the "Group Summary" option. The new Group Summary report provides a single row of summary data for each selected agent over a specified range of dates or selected time frame. This report enables you to easily compare performance data for individual agents.

The Group Summary report provides the following data items for the reporting time period that is selected:

A "Show/Hide Away Reasons" button enables you to show or hide the duration and percentage of time that each agent spent in each of the configured away states. Additional columns of data can be appended to the right of the Avg Talk Time column. Typical away states include Break, E-Case Management, End of Call Work, End of Shift, Lunch, Meeting, Outbound Call, Peer Coaching, Training, and Unauthorized Break - No Answer.

Reporting Time Frames

When selecting criteria to view a report, you can now select a value from the new Time Frame drop-down menu, which provides three options - Day, Week, and Month. These options enable reporting over the recurring time periods of the last day, last week, or last month. When you save a report with one of these Time Frame values, the report will automatically retrieve data for the selected time period whenever viewed again in the future.

Previously, reporting for a specific time period could only be achieved by manually selecting a start date and end date.

Exporting Recordings

You can now export (download) multiple recordings. Prior to this release, only one recording at a time could be downloaded. To enable this feature, please contact ShoreTel Sky support.

To export recordings, navigate to the History > Calls Search menu, enter and select search criteria to find the desired calls and click the "Search" button. When you find the desired calls, click the "Export Recording" button. A pop-up dialog will appear within the application defining the approximate size of the download while also providing a list of recordings that cannot be downloaded. Follow the prompts to complete the download and then save the recordings to your computer or other file storage location. Up to 4,000 recordings may be downloaded at one time.

Version 1.3 Release

The V1.3 release of ShoreTel Sky Contact Center introduced the following new features.

New Features

  • Added new "Wait Time" hold treatment option, which displays the callers estimated current wait time in the queue
  • Added options to break down the data in the Queues report by 15 and 30 minute intervals
  • Added option to break down the Queues report over multiple days:
    • By default, Queues report will summarize data over a range of dates into a single table
    • With the "Daily Breakdown" option selected, data will be separated into individual tables for each day
  • New implementation of presence integration:
    • Agents display as "busy" when their primary phone is off-hook
    • Agents are not delivered queue calls while set as "busy" due to presence monitoring
    • Presence is provisioned individually per customer by contacting ShoreTel Sky Support

Additionally, ShoreTel Sky made significant infrastructure changes to back-end processing to improve platform reliability and stability.

Version 1.2 Release

The V1.2 release of ShoreTel Sky Contact Center introduced the following new features.

  • Improved system monitoring and several stability and performance enhancements.
  • Support for routing queue calls to traditional public switch telephone network (PSTN) devices for agents.
  • Improved agent phone state awareness between Call Conductor and ShoreTel Sky Contact Center.
  • Improved dashboard sorting and filtering.

General System Enhancements

  • Numerous performance and stability enhancements within the application to improve dashboard and report performance as well as general system stability.
  • More robust recording process to avoid failed recordings.
  • Improved system monitoring capabilities to alert us of potential issues.
  • General application health.
  • Additional call, queue and user statistics.
  • Call details will now show in the Agent Control Panel when agents are presented with a call, as well as when they are on an active call.

RemoteQueue

Added support for agents to use PSTN (Public Service Telephone Network) devices to receive queue calls. Calls can be delivered to any domestic 10 digit phone number, including cell phones and home phones. Agents can change the device being used to deliver calls via the Agent Control Panel on the right hand side of the web interface. PSTN devices are only able to receive calls, and cannot transfer, park or place calls on hold. Calls routed to PSTN devices will be recorded for reporting purposes in the same way as calls routed to a ShoreTel Sky phone.

Hosted Connect Integration

Agents on non-queue calls will have their status reflected as "Busy" in dashboards. This feature is only supported for agents using ShoreTel Sky phones as their primary device, including the ShoreTel Sky Softphone. Please note that this does not work for PSTN devices, nor will these state changes be included in reporting at this time.

Dashboard Enhancements

Agent Status

  • Added expandable filtering and sorting menus activated by clicking on the Agent Status, Logged-In Agents, and Queues headers.
  • Ability to filter entire dashboard by queue(s) via multi-select field of available queues.
  • Ability to sort agent bubbles by First Name, Last Name, and TN.
  • Option to display agents only with activity in the last 24 hours.
  • Ability to sort queue bubbles by Queue Name and Queue Number.
  • Queue information now updates when queue membership changes without the agent logging out/in.

Glance

  • Added expandable filtering menu activated by clicking on the Status at a Glance header.
  • Ability to filter entire dashboard by queue(s) via multi-select field of available queues.
  • Option to display agents only with activity in the last 24 hours.
  • Ability to sort Queue Status table by Queue Name, Number of Calls in Queue, Oldest Call and the various queue statistics.
  • Ability to sort Agent Status table by Agent Name, State, Queue, Caller ID, Time and Day Handled.
  • Queue information now updates when queue membership changes without the agent logging out/in.

Supervisor Agent Status

  • Improved performance by removing database calls.
  • Added expandable filtering menu activated by clicking on the Agent Status Supervision header.
  • Ability to filter entire dashboard (except for the statistics at the top of the page) by queue(s) via multi-select field of available queues.
  • Option to display agents only with activity in the last 24 hours.
  • Ability to sort table by Agent Name and Agent Status.

Queues

  • Added expandable filtering menu activated by clicking on the Queue Status header.
  • Ability to filter entire dashboard (including all stats) by queue(s) via multi-select field of available queues.

Queue Calls

  • Added expandable filtering menu activated by clicking on the Queue Calls header.
  • Ability to sort individual queue tables by Connect Time, Caller ID, Label, Agent, Call Duration, State Duration, and State.

Related Topics

ShoreTel Sky Contact Center
ShoreTel Sky Portal
ShoreTel Sky Support
Resolve Issues via Support Cases

ShoreTel Dates

Created Date 2013-05-14 - Modified Date 2017-05-26


Article: 000013500