We added two new attributes that help better track agent states and interaction durations.
Agent First Login Time: First login time of an agent on a particular day.
Actual Interaction End Time: Timestamp when an interaction has ended.
We replaced the Final Segment attribute with the Agent Team attribute in the Interaction Details report, improving the report’s value and readability.
Billing dashboards updates
We’ve hidden individual phone numbers in the Usage Details and Usage Details by Day reports of the Billing Period Overview and Billing Period Account Usage dashboards for security and compliance.
We also added grouping by account numbers (DNIS) and contact’s country codes (destination):
Previously, we reported the customer numbers that were called. We changed this, so we now report RingCentral’s number used to place the call.
For contacts or customers, we introduced country code reporting. This means country code values used for call ratings are now presented in reports. If the country code is not included in our existing rating calculation, we give it a value of “N/A”. For historical data prior to the introduction of the country code reporting, we give it a value of “-”.
Admin - Improve Special/Velocity ANI Management
We have improved our Special and Velocity Automatic number identification (ANI) management. This enhancement separates the Velocity ANI Exception, and Special ANI features, so they no longer share a management tab and enable support for a more significant number of these ANIs. In addition, you can upload them in bulk from a CSV file with a more intuitive UI to manage large lists of these ANIs. Click here for more details on Special ANI and Velocity ANI