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2.90 | Nov 26, 2024 | New fields on Participation object: Queue, Skills, Prior Agent Id, Reason, Ringing, Connected Time, Wrap Time, Handle Time, Holds, Hold Time, and Index. VirtualQueues initialization fix
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2.89 | Aug 19, 2024 | Fix for incorrect values in Number of Transfers to Applet in call summaries for outbound and internal calls. Transfers to applets during such calls were not being counted correctly. |
2.88 | Aug 7, 2024 | Fix to ensure that Agent2 and Agent2 ID are set to the name and ID of the target of the call for internal calls. (In an internal call, Agent initiates an internal call to Agent2.) Updated Install Report Templates Package link from v1.3 to v2.0.
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2.87 | Jul 19, 2024 | Agent Summary can now handle over 800 outbound calls a day. |
2.86 | Jul 10, 2024 | Fix for outbound calls with 0 second ringing duration. These were not being included in the outbound calls total. Default flags respect best practices for more frequent, lighter API use.
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2.85 | Apr 3, 2024 | When CAROWS flag is set, no need to warn of missing Analytics Category or Subcategory fields |
2.84 | (deprecated) | Support CAROWS flag to create Category Match child rows for Call Summaries with CA Matches |
2.83 | Mar 26, 2024 | Monitor Org-level Asynch Executions & Data Storage. Set repeat cycle iterations low if the Org consumes 75% of daily limits. Support faster fetching of CA data. For information about configuring faster retrieval of interaction statistics, see how to use RC flags in Configuring Advanced Reporting and Statistics.
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2.82 | Mar 22, 2024 | If the parent call of a participation record doesn't yet exist because it was perhaps delayed in Insights API, create it and link it for future decoration by the Interactions Loader |
2.81 | Mar 11, 2024 | Added ConnectionUnavailable state to mapping as a fault rather than let it be defaulted. No impact on summaries but removes a log warning. Added log statement to say when transactions are User or Automation context as per Session existence. Skip zero or null duration transfer, consult, or busy agent activities as the direction is indeterminate. Avoids double-counting in Warm Transfer to Queue edge cases. Suppress warning where SCV is not set up: No such column 'CallResolution' on entity 'VoiceCall' Record and warn in the log if API totalCount varies as we page through the data
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2.80 | Jul 12, 2023 | Sentiment scores now have fixed lengths for simpler extraction formulae. |
2.79 | Jun 15, 2023 | Call sentiment data from Conversation Analyzer is saved in a new Sentiment field and rendered on Call Timeline visualization. Corrected label and help text on Agent2 Transfer Time field. Improved matching of callers where non-alphanumeric characters are included in VBC calls. Support pipe characters in Service Name and Reporting Group for the Call Plan Visualisation. Use the new two-parameter signature for Salesforce Queueable jobs to avoid delay where an org-wide default delay is set. Salesforce Class Metadata versions have been updated ahead of future Salesforce minimum requirements.
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2.78 | Jan 16, 2023 | Call Duration is now correct when the Stats API includes DeliveryFailed time in the Interaction Duration. |
2.77 | Oct 18, 2022 | The new VoicemailRecording event in the Insights Stats API is available for applicable interactions from September 1, 2022. The event determines whether the Message Taken checkbox is selected in Vonage Call Summary records. If selected, the checkbox indicates that a message was left. New DataExtractor Apex class with InvocableMethod, extractDataSourceFromJSON.
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2.76 | Aug 18, 2022 | If the Org. Name contains non-ASCII characters, we now remove them before using the Name in an HTTP Header when calling the Insights APIs in accordance with RFC7230. |
2.75 | May 30, 2022 | Corrected After Call Work field help text—the field includes wrap time for all handling agents, not just the last one Updated support for Thai locale with the Buddhist calendar
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Versions before 2.74 are deprecated |
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2.74 | Feb 25, 2022 | Metadata versions updated ahead of 2023 Salesforce features retirements, including Scheduled Watchdog Purging summaries older than the configured retention is now performed by the first channel triggered by a scheduled watchdog event; manually started channels don't do this housekeeping so rescans will remain fast. Queue & Agent-Queue List field added to default page layouts for Inbound Calls & to custom report types
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2.73 | Jan 14, 2022 | |
2.72 | Nov 12, 2021 | Fix spurious warning for VonageSCV field if not in Service Cloud Voice mode Labels in the Call Plan Path visualization can now contain punctuation marks Correct automation to zero for connected inbound external routed interactions with no queue events
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2.71 | Oct 28, 2021 | Introduce the new schema object Participation between Call Summaries and Agent Summaries. Enabled when PARTICIPATION flag is set Added new Categorized At field to Call Summary which reflects the timestamp of the latest (re-)categorization of a Call by Conversation Analyzer; Advanced Reporting will now update Categories if a Call is re-categorized. Updated Report Templates link to 1.3 - includes a new call duration report. Iteration limit upped from 100 to 200 to cater for up to 10000 delayed CA calls or 200 pages of API data for a requested interval.
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2.70 | Sep 13, 2021 | |
2.69 | Sep 11, 2021 | Corrected Typo in Help text for Related Task Link Who Hung Up now determines the Customer ended the call if they hung up from a queue, even if an agent had dropped
them into a warm-transfer queue and disconnected first; this also fixes Post Call Automation as zero Skip Task Query if no possibility of finding a related Task Added Call Diverted checkbox field to Call Summary, report types, layouts, View Permissions - True if CCRConnect Channel seen. Updated label of Permission Set View NVM Stats to View Vonage Stats Added MOS field to Vonage Call Summaries, populated from the average of all CallRating classification values per call. Where Call and Agent Summaries fail due to insufficient Owner permissions, we retry using the user who last saved Settings. Enrich Summary related case, etc. and disposition with VC data if found via Guid.
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2.68 | May 18, 2021 | Added Data Source Values field to Vonage Call Summary object. The field contains a comma-separated key:value list of data source values set by Set Data Source applets in the interaction plan. Exclude spurious applets appearing downstream of a CallDivert or CCRConnect event. This fixes Insight Stats API Last Applet problem introduced on 11 May 2021. Use greater precision for internal ordering of applets which run in the same second.
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2.67 | May 10, 2021 | Added targets property to Interaction JSON model. The targets property contains virtualQueue and targetTimeToAnswer values which represent the target time to answer (TTA) in milliseconds for each virtual queue that an interaction entered. Added support for video interactions. When Last Queue Result is 'HangUp', the value in Last State in call summary records is now 'Queue Abandoned'. Previously Last State would have been 'Agent Handled' Changed NVM to Vonage in applicable field labels in agent summary and call summary objects.
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2.66 | Oct 14, 2020 | |
2.65 | Aug 27, 2020 | Refactor assignment of Ready for Outbound for code readability Prepare for when CCR materialises a new channel - place the party number in external transfer field
and treat the channel as an external consult because it starts after and never ends after channel 0 Ensure call recording duration is set from first External Channel even for CCR Expose AMAX flag for tuning Agent Activities page size
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2.64 | May 22, 2020 | Added support for new clouds such as http://api-prd-emea-lon.contact-world.net NB at present you need to add Salesforce Remote Sites manually for new clouds as directed by the transaction log messages Rename ContactWorld > Vonage Contact Centre & corrected typo in call timeline hover text
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2.63 | Apr 21, 2020 | Fixes purging of call detail records when an interaction is revised Sets default flags to tune API requests to Page Size 400, Window Size 3600s
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2.62 | Apr 17, 2020 | Added mediumManager and interactionPlanName to InteractionJSON model Added log warning when Ringing/Busy has no direction over API Added Cache-Control: no-store header to API requests Fix to include Busy Internal time in the Transfer In bucket and Total State Time as per field help text Last disposition code is now available in the Call Result field on NVM Call Summary records Protect against indeterminate direction 0s Ringing and Busy events & Insights Interaction/Agent race condition Smarter checking of Busy running into an Away/Ext Away/Logged Out presence - no longer tripped up by Ready>Ready Added Number of Call Recording Interrupts fields to NVM Call Summary records. Interruptions can be due to PCI or to the agent parking the call or pausing the recording Added Call Recording indicator to Call Timeline—a recording appears as a dotted line; interruptions to the recording appear as breaks in the dotted line Flags NOMONITOR & NOPAUSES can switch off Monitor channel and Call Recording cues on Call Timeline Ready for Call Connect Router applets or other event types to help show up CCRs, Last State > CCR Handled; Abandoned > false Handle VBC calls which miss Internal direction and External Channel
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2.61 | Oct 25, 2019 | Fixes handling of NVM Agent Summaries where there are no Stats events. |
2.60 | Oct 22, 2019 | Fixed config page URL. |
2.59 | Oct 21, 2019 | Added field Last Queue Result to NVM Call Summary and corrected Last State Formula to reflect Queue Breakouts. |
2.58 | Oct 17, 2019 | Fixes NVM Agent Summary update failure when migrating directly from older versions of the package; such older version may contain errors from legacy APIs. Use this version if "AgentActivitiesLoader|Init Error" is seen in Transaction logs. |
2.57 | Oct 7, 2019 | Where no call recording activity is returned by the Insights Stats API, the call recording URL is not set. When an agent state duration is returned by the Insights Stats API, the total duration is set in a field—if found—with a label that matches the agent state name. Such fields are custom number fields added by the customer to the NVM Agent Summary object; the fields must have ranges of at least 0-99999. For example, when the time an agent spent in a minor state 'Paperwork' is returned, this duration is set in a number field labelled 'Paperwork'.
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2.56 | Sep 13, 2019 | Added the following fields to NVM Call Summary records: Recording Duration. For inbound and outbound calls: The total duration in seconds of the call recording. Call Rating. A comma-delimited list of call quality ratings given to a call. Virtual Queues. A comma-delimited list of the Virtual Queues or Agreements that the interaction matched. For inbound interactions only.
Added Warnings field to Transaction records. Warnings indicates whether the transaction encountered a non-fatal error, such as misconfiguration.
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2.55 | Jul 23, 2019 | Fix Call Player timeline skips for multiple call recording pauses Added Connected Checkbox - checked if two or more parties connected Added Title tag to Call Timeline Added Park and Interrupted times to Interaction Summary and Call Timeline Service Name truncated to 50 characters in line with Insights Exclude blank conversation GUIDs from QCB check Added Data Quality DQ Flag and process to Config page Exclude InteractionPostProcessing media type - not a true interaction or related to useful data, it distorted call counts
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2.54 | Jul 10, 2019 | Corrected Call Timeline visualisation to remove overlaid InteractionPlan events |
2.53 | Jul 9, 2019 | |
2.52 | Jun 21, 2019 | Agent Summary now shows ongoing events; this improves all same-day reporting Link to updated Template Report package URL and API version hints added to config page Support for Call Quality classification Transaction records are housekept even when no channels run
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2.51 | May 3, 2019 | Fix for setting the Call Summary owner to the Agent User which was being omitted. |
2.50 | Apr 17, 2019 | Where Cases, etc. queue, hold, etc. for many days, they're related to the Agent Day Summary of the first Agent Channel event Durations on Agent Day Summaries count only up to the end of day & we prevent Busy events running into non Ready Presences We now always reprocess an Agent Summary which receives API events even if there are no new facts Applet phases made clearer on Call Timeline visualisation Corrected automation total on outbound calls Fix path of Call Recording for Conversation Analyzer UI
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2.49 | Apr 4, 2019 | More accurate Handle time for Internal calls when using Insights APIs; we were using an approximation for legacy APIs but have exact data now. Conversation Analyzer page was not using the NVM Call Summary Recording URL, hence was blank when using regional URLs
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2.48 | Mar 22, 2019 | FIXPHONE flag set automatically for migrations direct from legacy API Added Language, Hold and new Transaction fields to Report Types Reinstated link to new Reports and Dashboards extension Package which also contains a new Login Report
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2.47 | Mar 21, 2019 | Adds Language used by Conversation Analyzer, e.g. en_us, en_gb, and uses category count value rather than boolean for category matches. Added FIXPHONE flag for customers wanting Interaction Type to be "Inbound Call" where Inbound Medium is "Phone"
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2.46 | Mar 15, 2019 | The Handle Time formula determines Case from Record Type Name; this corrects for parked non live, non-Case Interactions, such as Web Chat, Email, etc. NAM, NAMAPI, APAC, APACAPI regional URLs added to Remote Sites to save manual configuration Migration instructions are placed in the Transaction logs when using Kong Gateway
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2.45 | Mar 8, 2019 | This is the first published version following Security Review & Certification by Salesforce From this version on, the package runs exclusively on Insights APIs v3; support for old APIs removed If Applet Data or non-call Interaction data is required, these options should be turned on prior to package install or upgrade to this or later versions PCI calls are reportable; the AgentAssist channel is highlighted on Call visualisation The Outbound call for a Queued Callback carries the Queue Name Ready For Outbound presence reporting is available once more; this also improves login time reporting accuracy Number of Holds and Hold time added to Agent Summary For Conversation Analyzer, subcategory match counts are now available Interaction model is ready to support Custom CTI data values Added EMEA Regional URLs Remote Sites to save manual configuration
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2.43 | Dec 27, 2018 | |
2.43 | Sep 26, 2018 | Support for NVM Regional APIs where Remote Sites added manually Logging cleaned up for customers with large numbers of Agents using Insights API mode Added control flag for overriding Interactions page size - new perforance tuning option Better visualisation of timelines for WebRTC Agent Summaries Wrap total and phase count corrected for Wrap concurrent with Busy in parallel interactions using new Insights APIs First version suppoting both Conversation Analyzer and new Insights APIs on the same channels
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2.41 | Aug 28, 2018 | |
2.39 | Jul 2, 2018 | Updates to align Applets over new APIs - appletType property now available. Applets shown on timelines & Call Plan Path for new APIs when enabled over API. |
2.38 | Jun 28, 2018 | First pilot release of Advanced Reporting powered by the new generation NVM Stats APIs. The same summaries, metrics and visualisations as before with a few additional fields and many other improvements: Use new NVM/Kong Gateway Credentials which are different from the CW Custom Settings Uses offset 0, 50% less bandwidth used per transaction; 2 vs 3 API calls in a stats sequence and no need for trailing sweeps Scheduled Mode is removed; always use Queueable mode
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