Eleveo WFM Release 21.1.27.26
Published: 27 January 2021
| CONTENTS |
|---|
New features
Channel Type of a queue – In the new version it is possible to set the channel type of a queue. Channel type represents the means of communication used to handle the queue (Voice, Email or Chat). For more information see: Managing Queues.
Number of concurrent chats for a new forecast – It is now possible to set the number of concurrent chats that each person can handle who is assigned to a queue of the type Chat. Forecasted Staffing Requirements are now divided by this number as a result of this change. More details are available on the page: Adding a New Forecast.
Multi-Channel scheduling – To make scheduling more precise and accurate, starting from this version it is possible to schedule different types of queues based on the supported channel type within the same schedule. Please read more here: Manual Scheduling.
Changes and improvements
Filtering of queues – It is now possible to filter queues on the Queues page.
Fixed issues
| Reference number | Description |
|---|---|
| WFM-1974 | Layout of data import history was broken when there were too many pages |
| WFM-2023 | Queue delete button remains active after adding an agent with a bulk assignment panel |
Known issues
| Reference number | Description |
|---|---|
| WFM-2044 | When attempting to change the channel type of a queue assigned to forecast the pop-up window remains visible |
| WFM-2056 | When creating a schedule from queues without a forecast for the selected range, an error message is not displayed when switching to the second screen |
| WFM-2057 | When attempting to put to production a schedule with an agent who has an invalid e-mail configured in User Management, the schedule seems as not being in production |