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Version | Date | Notes |
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2.85 | 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 |
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2.82 | 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 |
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2.80 | Sentiment scores now have fixed lengths for simpler extraction formulae. | |
2.79 |
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2.78 |
| Call Duration is now correct when the Stats API includes DeliveryFailed time in the Interaction Duration. |
2.77 |
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2.76 |
| 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 |
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Versions before 2.74 are deprecated | ||
2.74 |
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2.73 |
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2.72 |
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2.71 |
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2.70 |
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2.69 |
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2.68 |
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2.67 |
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2.66 |
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2.65 |
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2.64 |
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2.63 |
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2.62 |
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2.61 | Fixes handling of NVM Agent Summaries where there are no Stats events. | |
2.60 | Fixed config page URL. | |
2.59 | Added field Last Queue Result to NVM Call Summary and corrected Last State Formula to reflect Queue Breakouts. | |
2.58 | 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 |
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2.56 |
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2.55 |
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2.54 | Corrected Call Timeline visualisation to remove overlaid InteractionPlan events | |
2.53 |
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2.52 |
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2.51 | Fix for setting the Call Summary owner to the Agent User which was being omitted. | |
2.50 |
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2.49 |
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2.48 |
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2.47 |
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2.46 |
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2.45 |
| 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
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2.43 |
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2.43 |
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2.41 |
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2.39 | 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 | 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:
| |
2.27 | Updates for Conversation Analyzer only: the AnalyticsLoader now caches categorisation JSON in a system field on Call Summary so that the Conversation Analyzer extension package doesn't depend on manually configured Category/Subcategory fields. AnalyticsLoader stops faster in the edge case where there are few transcribed calls in the Org. There is additional logging of the purging of old Summaries past their retention date. This package version is the earliest version you can install the Conversation Analyzer extension Managed package on. | |
2.25 | Handle numeric fields while Conversation Analyzer still sends a subcategory list If < 3 Watchdog jobs ran in the last 61 minutes on upgrade, reschedule any missing ones CallSummaryBeforeInsert Trigger will populate a field called DKey (API name DKey__c, type Text, size 255, not required, case-insensitive unique) with the call GUID on insert for duplicate prevention | |
2.24 | Conversation Analyzer calls are now processed in descending order of modification in Salesforce and the loading is pinned to the channel they were fetched on. We stop searching for new CA data when we have got back to calls we collected data before (denoted by Categories field non blank) or if we have reached the first call or 100 iteration limit Patch version linked here caters for Numeric fields defined for Categories/Subcategories while the API still sends the old format without matches counted + forces re-creation of all four Scheduled Watchdog jobs if none have run in the last 61 minutes. | |
2.23 | Speech Analytics changes only: Relabel QM > Analytics on StatsConfig Page Added fields Silence_Percent, Crosstalk_Percent, Agent_Percent, Customer_Percent to NVM Call Summary and to the 3 Analytics Layouts Matches Counts now handled from Analytics API when they are sent; supports either checkbox or number fields for the categories/subcategories and can handle 2 or more levels of categorisation | |
2.22 | Added Conversation Analyzer Visualforce Page and 3 new page layouts which display it; if your customer uses Conversation Analyzer, simply edit the Page Layout Assignments in Salesforce for the NVM Call Summary custom object. Inbound Calls should use the NVM Analytics Summary layout; Outbound should use the NVM Analytics Outbound Summary layout; Internal Calls should use the NVM Analytics Internal Summary layout. There is no special layout for Cases. | |
2.21 | Speech Analytics fields: Categories & Call_Transcription & Confidence added to Call Summary Fetches speech data for calls at the end of each stats fetching process if SPEECH flag set & then only for channels where new QM Checkbox ticked; Transcription only fetched it TX box ticked. In Demo Mode, demo transcription data is produced if the feature is turned on. Analytics Category & SubCategory matches are flagged in custom fields where the field API Name matches using the scheme [category]_[subcategory]__c | |
2.19 |
| Added more checks for transferee info; if API ever sends external transfer numbers we will catch them. Added Agent State Re-label - use scheme LABEL(320:Research Case,Lunch:Bite to eat) in Flags. This relabels the States in the agent timeline, timetable, event strings and causes the new label to be totalled in the new State List field on Agent Summary in the form [label]-[Duration(s)],... |
2.18 |
| Scheduling improvements for customers using small stats intervals (sub 5 mins) |
2.17 | Query optimisations for Call Plan Stats Page | |
2.16 | Transactions are stopped if the data fetch fails where the OAuth call would have failed before the changes in 2.15 | |
2.15 | No longer repeats last successful job after a long sleep | |
2.14 |
| Sort of agent states is more efficient for large agent populations Fix for where API gives us an Outbound Call & a Busy Internal for one agent but nothing for 2nd on the same internal call; We now correctly default the 2nd agent to 'AGENT2' rather than letting them appear as agent 1 & 2 |
2.13 |
| As per Team Force, limit number of tasks backfilled and do not backfill calls with no known agent Change test to only cover backfill code in this package in case CW4SF trigger on CallEndEvent is changed independently Transfer State: Transferred to applet now adds to a Call Summary's transfer count. |
2.12 |
| Rolls up tweaks for DF Lightning & QM demos & Demo Mode added Tidied up Compact Layout and Search Layout for Call Summary NVM_AgentID__c on Call Summary allows 11 characters - as per CW limit CallPlan viewer - loads faster with large data volumes Changed criteria for Internal call: - ensures we don't wrongly categorise a call as internal when it's an outbound consult and the API drops GUIDs; On 2nd sweep where call is an OB with Transfers, don't re-impose the total duration as agent 1's talk time Team Force Task Flag: Added Task-Backfill option with associated "FILLTASKS" flag to generate Tasks by populating Call End Events where ContactWorld has dropped the Task creation |
2.8 |
| Corrected attribution of agent Id where the first agent failed to answer an inbound interaction |
2.7 | | Filter out & log any Inbound Interaction Events which are missing the mandatory GUID - handles newly seen API data anomaly in the legacy stats API Corrected logic for de-duping multiple Stats Sweeps where Agent State Events have been re-labeled by Customer workflow or Trigger (relabelled states were letting re-scanned custom states through) |
2.6 |
| Raise error where "statistics" scope denied by account toggle - the new API uses the "stats" toggle |
2.3 | Set distinct names for additional Watchdog jobs | |
2.2 | Postinstall uses new way to check prior version when applying fixes Removed un-needed and heavy query on Transactions table | |
2.1 | Added CallPlanStatistics Page + Controller + Test Class; You can add this to Call Summary Page Layouts or as a new Tab to see how call by call or Service by Service what the flow/heat map looks like CallTimeline controller - corrected zero-based init for last agent who worked and initialised post call total PostInstall ready for detecting upgrade to version whether 2.0 as 2.00 | |
2.00 | Don't count ACDDelivery transfers to applet (queue) in the delivery attempts Populate Ring List (& hence Delivery Attempts, Last Ring) for OB & Internal calls Added Delivery Attempts, Last Ring, Ring List to Adv. Call Statistics Report Type Added Agent Summary Line Busy totals and count because the Ring details highlighted we could see more here where agents put themselves busy to block incoming calls; this removes spurious Delivery markers on Call Timelines where an agent whose line was busy did not contribute. Mini Console View for Agent Summary (e.g. shown on hover on Call Summary Page now more detailed) | |
1.99 | Outbound Transfers were not being counted in the transfer total on Call Summary - fixed & caters for multiple OB Xfers Added NVMStatsSF__Ring_List__c populated by Delivery events & two formula fields Last_Ring_Duration__c & Delivery_Attempts__c; Added these to Invound Call Layout only, though they also apply to Cases Label change of Ring Duration > Total Ring Duration for clarity | |
1.98 | Call Player now moves playback slider to adjust for IVRTransfer (PCI Payment) call recording pauses | |
1.97 | Reversed change to related to field on call summary in v1.96 Corrected add-Agent-Event check which could have missed pre-existing events as first entry; this would only happen if Agent State stats were deleted & re-scanned without deleting the linked Calls Call Timeline Page reworked; UI cleaned up and uses Agent State times to position holds, consults and transfers on Outbound as well as Inbound and Internal interactions | |
1.96 | One change to related to field on call summary to decrease relationships where a customer has too many in place: | |
1.95 | Fixes December 31st 2015 data issue | |
1.92 | GC uses half limit available for CDR deletion | |
1.91 | Added Flags to StatsSettings - for global feature control | |
1.90 | Exposed number shows in the field called ContactWorld Number on the task - now use this in NVM Telephone Number if not provided to us by the Stats API Iterative/Queued mode now reduces window overlap to 1s from 30s - allows smaller more efficient windows. Related To field now also shows the Account if an Opportunity was matched and defaults to "-" for no match for better reportability Created Internal Call Interaction type, Record Type and Page Layout for internal Call Summaries Use presence of Agent 'Busy Internal' state related by GUID to an Outbound call to detect Internal calls which are now recorded as such in terms of Interaction Type and Record Type Abandoned Flag now set for Internal as Well as Inbound Calls Last State now = Internal Call for all Internal Calls Handling time now counts as Ring + 2 x Talk + 2 x Wrap time for Internal calls Internal Calls shown on Call Timeline IterativeLoader looks back at last 25 transactions vs 20 previously PostInstall throws Error if prerequisite CW4SF Settings not entered beforehand. Added Opportunity to Agent Summary with call summary report type | |
1.89 | Added Related Opportunity to Call Summary & Advanced Call Statistics Report type Added Task Link field + hyperlink formula to Call Summary page layouts & Advanced Call Statistics Report type | |
1.88 | When a channel is started whose offset is greater than the requested offset, the channel's offset is used to ensure that transactions are created from which queue recovery is possible | |
1.87 |
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1.86 |
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1.85 |
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1.84 |
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1.83 |
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1.82 |
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1.81 |
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1.80 |
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1.79 |
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1.78 |
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1.77 |
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1.76 | / |
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1.75 | / |
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1.74 | / |
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1.73 | / |
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1.72 |
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1.71 |
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1.63 |
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1.60 |
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Reports and Dashboards Extension Package
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