Changelog - January 2025

v5.48

Added

• Additional Email Metrics for Reports
  • New Metrics
    • Email To (Rows: Email)
    • Email From (Rows: Email)
    • Email Cc (Rows: Email)
    • Email Bcc (Rows: Email)
    • Reply Email To (Rows: Email)
    • Reply Email From (Rows: Email)
    • Reply Email Cc (Rows: Email)
    • Reply Email Bcc (Rows: Email)
    • Email Count (Templated Metrics: Completed Email Count, Email Response Count, Presented Email Count, Queued Email Count, Spam Email Count) (Rows: Agent, None, Role, Skill, Time)
    • Email Event Count (Rows: Agent, None, Role, Skill, Email, Time)
    • Email Duration (Templated Metrics: Email Focused Duration, Email Pending Agent Review Duration, Email On Hold Duration, Queued Email Duration) (Rows: Agent, None, Role, Skill, Email, Time)
    • Email Event Duration (Rows: Agent, None, Role, Skill, Email, Time)
  • Deprecated Metrics
    • External Email Address (Rows: Email)
    • External Email Name (Rows: Email)
  • Existing Metrics that were Replaced
    • Completed Email Count (Rows: Agent, Skill)
    • Email Response Count (Rows: Agent, Skill, Time)
    • Spam Email Count (Rows: Agent, Skill)
    • Presented Email Count (Rows: Agent, Skill, Time)
    • Queued Email Count (Rows: Skill, Time)
    • Email Duration (Rows: Agent, Skill)
    • Email Focused Duration (Rows: Agent, Skill, Email)
    • Email On Hold Duration (Rows: Email)

Improved

• ADA Compliance for WebChat
  • Updated the form labels and alt text for the embedded webchat window
• Reduced Report Memory Usage
  • We’ve seen reports use too much memory and crash before completion. We’ve optimized the process to use less memory and therefore be less prone to crash. Report speeds are slightly improved but the highlight is that reports should be more resilient and not trigger an out-of-memory error.

Fixed

• No longer logging agents out of the desktop agent client application when a 401 response is received
• Various minor bug fixes