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General
 5.85.95.106.06.1
Basic agent scripting(tick)(tick)(tick)(tick)(tick)
Highest priority queue ACD strategy added(tick)(tick)(tick)(tick)(tick)
Built-in call recording(tick)(tick)(tick)(tick)(tick)
Transfer to CE queues enabled(tick)(tick)(tick)(tick)(tick)
Support for localisation (tick)(tick)(tick)(tick)(tick)
Support for TLS 1.0, 1.1 and 1.2(tick)(tick)(tick)(tick)(tick)
Support for secure HTTPS and TLS communication protocols(tick)(tick)(tick)(tick)(tick)
Contact Expert enabled with predictive dialing strategy(tick)(tick)(tick)(tick)(tick)
Queue and campaign linking & cloning(tick)(tick)(tick)(tick)(tick)
Automated IVR outbound campaigns using On Call IVR(tick)(tick)(tick)(tick)(tick)
Introduction of a new administration interface – CE Portal – replacing ACE Admin(tick)(tick)(tick)(tick)(tick)
Enhanced Administrative Features using CE Portal(tick)(tick)(tick)(tick)(tick)
Administrative Interface integrated with Skype for Business to display agent state and start chat conversation from CE Portal(tick)(tick)(tick)(tick)(tick)
User management and role based access to resources(tick)(tick)(tick)(tick)(tick)
RESTful web API is introduced to replace the Client Access Server(tick)(tick)(tick)(tick)(tick)
Retention blending introduced – allowing to keep a number of agent retained for inbound interaction for a dedicated skill(tick)(tick)(tick)(tick)(tick)
Enhanced predictive dialling strategy enables agents to work in a predictive and inbound mode(tick)(tick)(tick)(tick)(tick)
Multi-tenant architecture – allowing multiple individual organisation can share the system(tick)(tick)(tick)(tick)(tick)
Ability to define custom voice messages. E.g. queue music, welcome message, hold music, etc.(tick)(tick)(tick)(tick)(tick)
Enhanced agent owned recalls – task are delivered to agents regardless of their skill settings (tick)(tick)(tick)(tick)(tick)
Enhanced skill update – supervisor performed skill updates to agent is automatically applied(tick)(tick)(tick)(tick)(tick)
Multi-tenant architecture – alarms and resource updates is applied for each tenant separetly(tick)(tick)(tick)(tick)(tick)
Corporate address book(tick)(tick)(tick)(tick)(tick)
Scheduled task filtering enhancement –type, -status, -preference,(tick)(tick)(tick)(tick)(tick)
Ability to initiate a call over CE Automation API(tick)(tick)(tick)(tick)(tick)
Automatic failover support on secondary server (tick)(tick)(tick)(tick)
Campaign specific wrap-up timers (tick)(tick)(tick)(tick)
Redirect calls on no answer – place agents to RONA auxiliary reason (tick)(tick)(tick)(tick)
Support for initiating calls to response groups  (tick)(tick)(tick)(tick)
In queue messaging improvement / audio volume dipping during TTS messages  (tick)(tick)(tick)(tick)
Agent application automatic recovery in case of failure  (tick)(tick)(tick)
Automatic (configurable) closure of abandoned calls   (tick)(tick)(tick)
Support of multiple chat sources (website, social media, apps.)   (tick)(tick)
Real time queue display and ability to select next workitem from the queue    (tick)
Control predictive startup parameters    (tick)
Predictive healing - Campaign dialing remains in predictive even if reference control values are breached    (tick)
Campaign level contact phone number exclusion - Excluded numbers are not dialed    (tick)
Agent Desktop
 5.85.95.106.06.1
Agent consult and transfer enabled(tick)(tick)(tick)(tick)(tick)
Enhanced agent experience in full screen and toolbar mode(tick)(tick)(tick)(tick)(tick)
MSI Installer provided for client application(tick)(tick)(tick)(tick)(tick)
Enhanced agent script pages and designer (tick)(tick)(tick)(tick) 
Customisable agent dashboard – including global, team and agent statistics(tick)(tick)(tick)(tick)(tick)
Agents are able to initiate or revoke a break request during work(tick)(tick)(tick)(tick)(tick)
Agent dashboard replaces skill statistics with queue statistics(tick)(tick)(tick)(tick)(tick)
Agent can leave a comment for each interaction as is shown in the contact history(tick)(tick)(tick)(tick)(tick)
Business tags are presented in the order of administration(tick)(tick)(tick)(tick)(tick)
Email Search interface(tick)(tick)(tick)(tick)(tick)
Quick Email (tick)(tick)(tick)(tick)(tick)
Support for Arabic language localisation -  Agent & customer facing interfaces(tick)(tick)(tick)(tick)(tick)
Voice and email concurrent handling, ability to handle/park multiple emails and be available for voice interactions (tick)(tick)(tick)(tick)
Agent can accept internal IM’s during call handling (tick)(tick)(tick)(tick)
Agent’s ability to handle multiple concurrent chat request   (tick)(tick)(tick)
Agent’s ability to handle multiple concurrent chat and email and be available for voice  (tick)(tick)(tick)
Russian language support on Agent facing interfaces  (tick)(tick)(tick)
Document sharing during chat session   (tick)(tick)
Spell checking support when using the email editor    (tick)
Agent scripting powered by Adaptive Scripting    (tick)
Companion    (tick)
BI and Reporting
 5.85.95.106.06.1
Reporting enhancement, filtering options added(tick)(tick)(tick)(tick)(tick)
Enhanced call detail reports showing hold and talk time(tick)(tick)(tick)(tick)(tick)
Introduction of Personal BI - Excel based personal business intelligence reporting providing flexible and comprehensive business reports(tick)(tick)(tick)(tick)(tick)
Introduction of a new reporting interface – CE Portal – replacing ACE Supervisor(tick)(tick)(tick)(tick)(tick)
CE Portal reporting interface provides daily operational reports and allows thresholds to be defined to agent and queue states(tick)(tick)(tick)(tick)(tick)
Enhanced Analytical and Executive Reports(tick)(tick)(tick)(tick)(tick)
Reporting capabilities on predictive dialling strategy – Overdialing Rate and Nuisance Call Rate(tick)(tick)(tick)(tick)(tick)
Operation report extended, time range support extended on Agent status, performance, Business Tag, Queue Service Level report (tick)(tick)(tick)(tick)
Call result – operation report introduced / detailing call activity outcome (tick)(tick)(tick)(tick)
Tracking report support displaying 5000 records (tick)(tick)(tick)(tick)
New BI Agent Break type report added (tick)(tick)(tick)(tick)
Comment collected are displayed on CE Portal reports (tick)(tick)(tick)(tick)
3rd Party Compatibility
 5.85.95.106.06.1
Verba call recorder native integration(tick)(tick)(tick)(tick)(tick)
Support for Active Directory service accounts(tick)(tick)(tick)(tick)(tick)
Support for Skype for Business Server 2015(tick)(tick)(tick)(tick)(tick)
Support for Skype for Business Client 2015(tick)(tick)(tick)(tick)(tick)
Support for Skype for Business Client 2016(tick)(tick)(tick)(tick)(tick)
Web chat JavaScript API enabling chat integration for custom web pages(tick)(tick)(tick)(tick)(tick)
Support for SQL Server 2016 and JDBC 6.0 driver(tick)(tick)(tick)(tick)(tick)
Contact Expert is integrated with Afiniti agent and optimized customer pairing(tick)(tick)(tick)(tick)(tick)
Ability to integrate with an external ACD(tick)(tick)(tick)(tick)(tick)
Embeddable web chat widget(tick)(tick)(tick)(tick)(tick)
SQL Server 2017 support    (tick)
Windows Server 2019 support    (tick)
Support for Skype for Business Server 2019    (tick)
General
 5.85.95.106.06.1
Basic agent scripting(tick)(tick)(tick)(tick)(tick)
Highest priority queue ACD strategy added(tick)(tick)(tick)(tick)(tick)
Built-in call recording(tick)(tick)(tick)(tick)(tick)
Transfer to CE queues enabled(tick)(tick)(tick)(tick)(tick)
Support for localisation (tick)(tick)(tick)(tick)(tick)
Support for TLS 1.0, 1.1 and 1.2(tick)(tick)(tick)(tick)(tick)
Support for secure HTTPS and TLS communication protocols(tick)(tick)(tick)(tick)(tick)
Queue and campaign linking & cloning(tick)(tick)(tick)(tick)(tick)
Introduction of a new administration interface – CE Portal – replacing ACE Admin(tick)(tick)(tick)(tick)(tick)
Enhanced Administrative Features using CE Portal(tick)(tick)(tick)(tick)(tick)
User management and role based access to resources(tick)(tick)(tick)(tick)(tick)
RESTful web API is introduced to replace the Client Access Server(tick)(tick)(tick)(tick)(tick)
Retention blending introduced – allowing to keep a number of agent retained for inbound interaction for a dedicated skill(tick)(tick)(tick)(tick)(tick)
Multi-tenant architecture – allowing multiple individual organisation can share the system(tick)(tick)(tick)(tick)(tick)
Enhanced agent owned recalls – task are delivered to agents regardless of their skill settings (tick)(tick)(tick)(tick)(tick)
Enhanced skill update – supervisor performed skill updates to agent is automatically applied(tick)(tick)(tick)(tick)(tick)
Multi-tenant architecture – alarms and resource updates is applied for each tenant separetly(tick)(tick)(tick)(tick)(tick)
Corporate address book(tick)(tick)(tick)(tick)(tick)
Scheduled task filtering enhancement –type, -status, -preference,(tick)(tick)(tick)(tick)(tick)
Ability to initiate a call over CE Automation API(tick)(tick)(tick)(tick)(tick)
Automatic failover support on secondary server (tick)(tick)(tick)(tick)
Campaign specific wrap-up timers (tick)(tick)(tick)(tick)
Redirect calls on no answer – place agents to RONA auxiliary reason (tick)(tick)(tick)(tick)
Agent application automatic recovery in case of failure  (tick)(tick)(tick)
Automatic (configurable) closure of abandoned calls   (tick)(tick)(tick)
Contact Expert enabled with predictive dialing strategy  (tick)(tick)(tick)
Enhanced predictive dialling strategy enables agents to work in a predictive and inbound mode   (tick)(tick)(tick)
Support of multiple chat sources (website, social media, apps.)   (tick)(tick)
Real time queue display and ability to select next workitem from the queue    (tick)
Control predictive startup parameters    (tick)
Predictive healing - Campaign dialing remains in predictive even if reference control values are breached    (tick)
Campaign level contact phone number exclusion - Excluded numbers are not dialed    (tick)
Agent Desktop
 5.85.95.106.06.1
Enhanced agent experience in full screen and toolbar mode(tick)(tick)(tick)(tick)(tick)
MSI Installer provided for client application(tick)(tick)(tick)(tick)(tick)
Enhanced agent script pages and designer (tick)(tick)(tick)(tick) 
Customisable agent dashboard – including global, team and agent statistics(tick)(tick)(tick)(tick)(tick)
Agents are able to initiate or revoke a break request during work(tick)(tick)(tick)(tick)(tick)
Agent dashboard replaces skill statistics with queue statistics(tick)(tick)(tick)(tick)(tick)
Agent can leave a comment for each interaction as is shown in the contact history(tick)(tick)(tick)(tick)(tick)
Business tags are presented in the order of administration(tick)(tick)(tick)(tick)(tick)
Email Search interface(tick)(tick)(tick)(tick)(tick)
Quick Email (tick)(tick)(tick)(tick)(tick)
Support for Arabic language localisation -  Agent & customer facing interfaces(tick)(tick)(tick)(tick)(tick)
Voice and email concurrent handling, ability to handle/park multiple emails and be available for voice interactions (tick)(tick)(tick)(tick)
Russian language support on Agent facing interfaces  (tick)(tick)(tick)
Agent can accept internal IM’s during call handling   (tick)(tick)
Agent’s ability to handle multiple concurrent chat request    (tick)(tick)
Agent’s ability to handle multiple concurrent chat and email and be available for voice   (tick)(tick)
Document sharing during chat session   (tick)(tick)
Spell checking support when using the email editor    (tick)
Agent scripting powered by Adaptive Scripting    (tick)
Companion    (tick)
BI and Reporting
 5.85.95.106.06.1
Reporting enhancement, filtering options added(tick)(tick)(tick)(tick)(tick)
Enhanced call detail reports showing hold and talk time(tick)(tick)(tick)(tick)(tick)
Introduction of Personal BI - Excel based personal business intelligence reporting providing flexible and comprehensive business reports(tick)(tick)(tick)(tick)(tick)
Introduction of a new reporting interface – CE Portal – replacing ACE Supervisor(tick)(tick)(tick)(tick)(tick)
CE Portal reporting interface provides daily operational reports and allows thresholds to be defined to agent and queue states(tick)(tick)(tick)(tick)(tick)
Enhanced Analytical and Executive Reports(tick)(tick)(tick)(tick)(tick)
Operation report extended, time range support extended on Agent status, performance, Business Tag, Queue Service Level report (tick)(tick)(tick)(tick)
Call result – operation report introduced / detailing call activity outcome (tick)(tick)(tick)(tick)
Tracking report support displaying 5000 records (tick)(tick)(tick)(tick)
New BI Agent Break type report added (tick)(tick)(tick)(tick)
Comment collected are displayed on CE Portal reports (tick)(tick)(tick)(tick)
Reporting capabilities on predictive dialling strategy – Overdialing Rate and Nuisance Call Rate  (tick)(tick)(tick)
3rd Party Compatibility
 5.85.95.106.06.1
Support for Active Directory service accounts(tick)(tick)(tick)(tick)(tick)
Web chat JavaScript API enabling chat integration for custom web pages(tick)(tick)(tick)(tick)(tick)
Support for SQL Server 2016 and JDBC 6.0 driver(tick)(tick)(tick)(tick)(tick)
Contact Expert is integrated with Afiniti agent and optimized customer pairing(tick)(tick)(tick)(tick)(tick)
Ability to integrate with an external ACD(tick)(tick)(tick)(tick)(tick)
Personalised call routing using Afiniti(tick)(tick)(tick)(tick)(tick)
Support for chat bots   (tick)(tick)
SQL Server 2017 support    (tick)
Windows Server 2019 support    (tick)
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