Fixed: This release addresses the following issues:
This release addresses the following issues:
• Fixed an issue where the This Week and This Month per-hour figures on the Performance Overview and Agent Performance dashboards were inaccurate. • Fixed an issue where the Queue Abandons and Abandon % fields on the Queue Group Performance - All and Queue Group Performance - Chats dashboards always displayed 0 for chats. • Fixed an issue where the virtual agent call metrics on the Virtual Agent - Calls, All Interactions - Calls, and Performance Overview dashboards were incorrect. • Fixed an issue where agents appeared under Assigned Agent for calls that they weren't connected to. • Fixed an issue where exporting data from dashboards using date ranges greater than seven days failed. • Fixed an issue in the Real-time Queue Monitoring and Queued Calls dashboards where transferred calls were incorrectly displayed as Queued when they were active with an agent. • Fixed an issue where queue groups that were turned off remained visible in advanced reporting dashboards. • Fixed an issue where the Queue Time filter on the All Interactions dashboard wasn't displaying data. • Fixed an issue where the SLA Target field in the Queue Group Performance - All dashboard was empty. • Fixed an issue where the No checkbox of the Child Queues filter disappeared when cleared. No child queues is the default for this filter, so we removed the No checkbox, leaving only the Yes checkbox. • Fixed an issue where the Available Agents field overstated real capacity. • Fixed an issue on the Queue Groups - Calls and Queue Groups - Chats dashboards where the Ave Current Queue Time metric displayed incorrect data. • For time-related exports, there's now a column that displays time in HH:MM:SS format (in addition to seconds). You can't apply conditional formatting to this format in an Explore. • Fixed an issue where Max Queue Wait Time, Max Speed To Answer, and Max Queue Abandon Time displayed incorrect data in Explores. • Fixed an issue where changes to an agent's availability preferences in the agent adapter weren't reflected in the Agent Activity dashboard. • Updated the labels in the Agent Metrics (Historical) Explore to be channel-agnostic for metrics that include both calls and chats.