1 Introduction
This document describes new features, improved features/changes, and bug fixes included as part of the Novus 2.2 roadmap release.
The release is deployed week 18/2022.
2 New features
2.1 Supervisor
With release 2.2 we introduce the Supervisor feature in our web client. This allows the supervisor to change the state of agents as well as their current membership of queues. This feature is based on the new supervisor license and will be available for all agents who have this additional license.
The supervisor will get access to a new tab in the client, where all the agents are listed, as well as the queues the agent are currently a member of.
New Tab in the client
To change the state of the agent either generally or on a specific queue, click on the pencil on the right- hand side. Then change the state, or the queues associated with the agent and then close the pop-up.
If workmode reasons are enabled, these will have to be selected when changing state. As well, they will be shown in the overview of the agents, thus giving the supervisor the full picture of available resources at any given moment.
2.2 Search Engine settings
In our search field, you can now enable different search modes. When kept in Standard mode, the search will operate as normal. If changed to Advanced, the search will support Lucene syntax (Search options) meaning it will be able to do search based on different modes (Such as AND, OR etc). Finally, there is the Calendar option, which allows for a search based on calendar events. Calendar search will search in meeting topics and return users that participate in meetings that are found in the search.
2.3 Historical Routing
In release 2.2 we are introducing the option for historical routing. This means that, the caller will be connected to the same agent as before, if the caller calls back within x amount of time after the previous call. The timeframe for this service is defined by the customer and can span multiple days if so desired.
The feature can be found under Routing rules on the frontpage.
2.4 Federate mobile & agent presence to teams
In configuration manager, under Presence federation, its now possible to select which Novus states to federate to MS Teams. In doing so, Novus will set the agent as busy in MS Teams, if the agent is in a call. Likewise it is possible to select the presence from mobile and office phone, to change the MS Teams client to busy, to avoid the agent receiving direct calls while handling the queue calls as well. The setting can be found in the configuration manager under Presence Federation from the front page.
Furthermore, you will need to make a change to Microsoft Teams presence integration, where you must pick “Presence with Federation” instead of just “Presence” in “Presence feature”. Once selected you will need to enter the client secret from your Azure AD.
Finally you will need to enable Pressence.Readwrite.All under Application on you Azure AD.
2.5 Agent state aggregation
In release 2.2 the agent state has been updated, to take into account the various presence state an agent can be in. Thus it is now an option to have the agent state change to busy, if the agent receives a call outside of Novus, which would leave the agent unable to answer calls.
The setting can be found under Presence federation on the frontpage of configuration manager.
3 Smaller issues and/or improvements:
3.1 Search engine optimization
For the search engine in Novus, there has now been enabled phonetic search to enhance the experience. This means that it is now possible to see contacts with names that might differ slightly from the search query e.g Phillip/Fillip. However since this does give more hits, it has been implemented at the same time as our new various search modes, such as to give the agents the option to still search specific names spelled as typed.
3.2 Calendar update
In release 2.2 we have updated our calendar view for calendars marked as “private”. All appointments in the calendar will now show up as “Busy” instead of “private”, where as appointments marked as private, will still show up as “private”. This distinction should make it easier for the agent to differentiate between the two, without divulging anything about the appointment.
4 Bug fixes:
4.1 Wallboard active agents
The wallboard has been updated to now show agents who are active on one or more of the queues shown. If the agent is not active on any of the queues, he will not be shown on the wallboard.
4.2 Wallboard time zone and daylight saving
The wallboard has been updated, so that we can now assign time zone to the wallboard. This will fix
the issue with daylight saving as well, thus making the wallboard show correct time all the time.
4.3 Queues closed one more day than specified – Holiday calendar
We have fixed a bug in our calendar, that closed queues one day more than configured when using
the Holiday Calendar.
4.4 Problem dialing Teams numbers
We have fixed a bug, making it now possible to call Teams numbers in E164 format.
4.5 Privately queued call (Agent Transfer) visible to all subscribed agent
Fixed a bug, where transferred calls would appear in the incoming queue for all agents. This has been
fixed, so the call wont appear for agents not related to the specific call.