Release notes for version 16.118 of Connect
- Helen Griffith
Date of release
Summary
Permissible Call Times
Makes it possible to configure a dial list so that it will only provide agents with work during a permitted calling time window.
Availability
Contact World for Sales Select & Premium
Agent changes
When clicking Next, an agent will only receive work for permitted calls.
Supervisor changes
A supervisor can configure permissible call times and time zone when creating or editing a Dial List.
Salesforce administrator changes
Two new Dial List fields are included in the package to record the time zone, start and end time of the permissible call times window. These are not displayed on page layouts by default.
Cross List Prioritisation
Allows a dial list's priority to be set relative to other dial lists.
Availability
Contact World for Sales Select & Premium
Agent changes
When an agent clicks Next they will retrieve an entry from the list with the highest priority before entries from lists with lower priority if they are assigned to more than one dial list.
Supervisor changes
A supervisor can define a dial list's priority by providing a value when creating the dial list with filters or by editing the VCCConnect__Priority__c field for an existing dial list.
Salesforce administrator changes
None
Dynamic Dial List Optimisations (refresh using Queueable Apex, reuse of pending dial entries, configurable outstanding calls count)
The mechanism for refreshing dynamic dial lists has been moved to Queueable Apex. This change prevents agents from waiting several seconds for queries over large data sets to complete before being allocated new work.
Pending dial entries are not deleted during the list refresh but are reused where possible, reducing the number of Dial Entry records that are deleted over time.
A new field labelled "Outstanding calls expire time" has been added to custom settings. The value you set in this field defines how regularly a batch job runs to calculate how many outstanding calls there are for your dial lists. Increasing the time between each recalculation decreases the number of batch jobs requested.
Availability
Contact World for Sales Premium
Agent changes
None
Supervisor changes
None
Salesforce administrator changes
Salesforce administrator can set a value for Outstanding calls expire time in custom settings.
Creating Dial Lists from a filter - bug fix
When creating a dial list from a filter an error was seen when attempting to generate a list using a filter on a Number, Date or DateTime type with empty value
Now, when creating a dial list from a filter, if you add a filter for a Number, Money, Date or DateTime field with an empty value the dial list generated will include entries that have no value in that column.
Availability
Contact World for Sales Premium
Agent changes
None
Supervisor changes
Supervisor can create a dial list filtering on Number, Money, Date or DateTime fields typing empty filter value.
Salesforce administrator changes
None
Redundant components removed
The following button and fields are removed in this version.
| Refresh List | VCCConnect__Refresh_List | Button (defined on VCCConnect__DialList__c) |
| List Entries | VCCConnect__List_Entries__c | Custom field (defined on VCCConnect__DialList__c) |
| Calls Outstanding | VCCConnect__Calls_Outstanding__c | Custom field (defined on VCCConnect__DialList__c) |
Availability
Contact World for Sales Premium
Agent changes
None
Supervisor changes
None
Salesforce administrator changes
After upgrading, the System Administrator should delete these components in the Org. No action is needed on fresh installations.
Campaign Member value in Dial List type pick list is removed
Campaign Member pick list value for List Type in Dial List builder is no longer available.
NOTE: When there are active Dial Lists based on Campaign Member, after installation of the package they could cause "Argument cannot be null" exception in the Dialler.
Availability
Contact World for Sales Select & Premium
Agent changes
None
Supervisor changes
None
Salesforce administrator changes
When upgrading, an administrator should delete this pick-list value manually and delete all active Dial Lists that are based on Campaign Member. No action is needed on fresh installations.
For general assistance, please contact Customer Support.
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