• Fixed a bug where occasionally, calls would ring on an Inactive Agent.
  
• Fixed a bug where "Agent manually assigned" status would sometimes not be counted for total duration in Reports.
  
• Fixed a bug where Wallboard Longest Hunting time would not be calculated correctly.
  

Scheduled Reports is a new feature found under Contact Center > Admin Console. This feature will allow Administrators and Supervisors to schedule an email to be sent at any given date and time, containing an URL leading to a report for the selected Date Range.

This can be scheduled to be sent in the frequencies of Daily, Weekly and Monthly, and to multiple email addresses of users enabled in BlueSky Portal.

Availability Reports is a new feature found under Contact Center > Reports. This feature will allow Administrators and Supervisors to visualize at a glance the Teams Presence status of all active Contact Center Agents for any given date.

This report will also allow selecting an Agent and visualizing more information, such as an Activity Heat map to see in which hours the selected Agent spent more time in calls, and a Calls time per skill dashboard, to visualize the time that the Agent spent on calls from specific Skills.

Our Sidekick app has been redesigned, and a new section has been added. Caller History will allow Agents to visualize historical information of previous calls made by a Caller selected in Call History, and the current caller, displayed in the Sidekick Popup component.