Page History

NocTel Flow

• Status
  colour Yellow title Bug Fix

   Fixed an issue in which multiple field filters were being applied to the same reports causing disjoint filter results in certain reports. This was most commonly manifest as selecting valid field values then seeing no matching data even though the filters applied were valid and matching data does exist. This release effectively rolls back v1.0.20200527.

NocTel Flow

• Status
  colour Green title Enhancement

   Added fields to Agent Calls reporting that indicates how many calls that originated Inbound and/or Outbound (dependent on the Call Direction filtering setting) were transferred by the Agent. This was added to better inform supervisory users of agents who may potentially be mishandling calls. This implementation also lays the groundwork for future potential reporting uses.

NocTel Flow

• Status
  colour Green title Enhancement

   Call Volume related reporting will now include an All option, which condenses all the data filtered on into a single group providing an overall total in every variation of the report. Be mindful that for reports that use a tabular format, this will cause the Subtotal and Grand Total to be identical as there is only one group to evaluate.

• Status
  colour Yellow title Bug Fix

   Found a few aggregation fields that did not provide a default zero value in the event the aggregation evaluated to NULL. This was causing some fields exposed in tabular reports or as tooltip info to display nothing, which can be unsettling.

• Status
  colour Yellow title Bug Fix

   Found heat mapping was not applied where it could and should be in some tabular reports for some customer accounts.

NocTel Insight Knowledge Base

• Status
  title Documentation

   Improved the standard reporting pages for NocTel Talk and NocTel Flow to provide explanation of what the reports are calculating, variations of visualization, and an example output where applicable.

NocTel Flow

• Status
  colour Blue title Quality of Life

   Added Team based filtering and tooltips to many Flow Operations standard reports. If a report can filter on applicable Agents, it can filter on Team as well.

• Status
  colour Blue title Quality of Life

   Reordering of some reporting fields and tooltips for better organization and in some cases more intuitive hierarchy nesting. This does not affect what fields are included in Crosstab (CSV/Excel) exports, just the visual presentation in tabular reporting. An example of this would be in the Queue Assignment report, which now nests all agents according to Queue then Assigned Team.

• Status
  colour Green title Enhancement

   Added Assigned Team field to Queue Assignment Flow report. This will create a nesting hierarchy of all agents who are assigned to the applicable Team(s).

• Status
  colour Green title Enhancement

   Added Team field to Talk Time Flow Operations reports. This will create a nesting hierarchy that implicitly groups any selected Agents under the same Team provided the Team is included in filtering.

• Status
  colour Green title Enhancement

   Added Longest Wait Time aggregation field to Call Volume reports in Flow Operations standard reporting. This helps put a better perspective on the Average Wait Time. We generally do not care much for the Shortest Wait Time as we know what the smallest possible value is. Longest Wait Time over an interval could indicate an extreme outlier juxtaposed against the Average. This generally makes for more interesting and useful comparison.

• Status
  title Documentation

   Added documentation providing guidance on certain Flow Operations standard reports for interpretation.

• Status
  colour Green title Enhancement

   Added a Status Changed By filter option in Agent status activity reporting for Flow Operations. This allows a user to see all status changes (and durations) that were performed at large, by the agent or a supervisor manually, or specifically only by Flow automatically. This helps give some perspective on how much of a reported agent's status times and status changes are occurring as a normal course of operation.