CT Suite for Amazon Connect V 4.0.8
Issues addressed in this version:
ISSUE NO
| ISSUE
| DESCRIPTION
|
CSS-535
| Supervisor staying in ACW after monitoring call
| Supervisor was monitoring a call, he dropped. Softphone state left him in ACW after he dropped from the call.
Resolution Notes:
Please be advised that the standard flow of an AC interaction (voice/chat) always ends at ACW. The duration can be set as low as 0.01 (1 second), which will then automatically change the agent state from ACW to the supervisor’s previous state prior to monitoring.
In addition, if you set the ACW duration to 0 this means that the agent is required to manually change their ACW to a different state. So, we set the duration to 1 second to accommodate the desire to automatically resume the previous state.
|
CSS-541
| Supervisor showing ACW/On Call in presence after ending monitoring call
| Supervisor was monitoring a call, he dropped. Presence showing ACW/On Call after he dropped from the call.
Resolution Notes:
Supervisor state in presence will now show Busy/On Call with a monitoring call in progress. After monitoring has ended, the state will change to ACW for 1 second, then return to the previous state/Idle.
|
Known bugs:
ISSUE NO | ISSUE | DESCRIPTION |
CSS-546 | Agent showing OFFLINE instead of LOGGED OUT | When agent logged out of CTS from Available or AUX state they are showing OFFLINE instead of LOGGED OUT |
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