Good day, DialSource clan. It's that time again ... Release Time! This release is packed primarily with product enhancements added for stability and laying the foundation for great new features in future releases. Don't worry, it's not all boring stuff ... we’ve also added a few key features, such as support for Console mode in Salesforce Classic. Take a look!
- Agent State Summary Bar
- Native Support for "Do Not Call"
- Support for Console Mode (Salesforce Classic)
- Inbound: Updated Find Idle Agent Method
- Inbound: Check for Open CTI Before Inbound Offer
- Inbound: Enhanced Call Logging
- Inbound: Record Button on Stand Alone Inbound Calls
- Upgraded Background Retry Worker
- Dynamics: Display Campaigns with Zero Records
- Dynamics: Refresh All with API User (Integration Account)
- Dynamics: Backend Support for Reports in Campaigns
- Enhancements to DS Management Page for Lightning
New Features - Bright and Shiny Back to Top
Of course, everyone is excited about improvements and bug fixes, but they're just not as sexy as new features ... so let's start with those.
Agent State Summary Bar Back to Top
Have you ever wondered what your distribution of agents is by status? For instance, "Are most of my agents Idle right now?". Well, now you don't have to wonder! Just navigate to the Agent Status page and view the bar at the top of the page. Hovering over each segment of the bar will tell you what agent state that segment of the bar represents (in the next few days, we'll be adding the count of agents in that state).
Native Support for "Do Not Call" Back to Top
For those of you who use the Salesforce standard "Do Not Call" checkbox on your records, this feature might be useful. With a package update to 1.94, you have the ability to prevent your agents from making calls to records marked as Do Not Call, both through Click to Dial, as well as Campaigns. For more information on how this feature works, be sure to reference our Denali Admin Guide.
Support for Console Mode (Salesforce Classic) Back to Top
We know that a few of you are already using Console mode in Salesforce Classic. If you're one of those organizations, you've heard us tell you that technically, we have not supported the use of Denali in combination with Console mode. As of today, that all changes: we are happy to announce that Denali is fully supported in Console mode!
Product Enhancements Back to Top
While these may not be a flashy as new features, these product enhancements pack a real punch! For example, Inbound got a shiny new coat of... code? Well, lets just say you're not going to want to miss these updates.
Inbound: Updated Find Idle Agent Method Back to Top
As some of you are aware, the previous version of the Inbound delivery system worked in small batches. It basically took a group of inbound callers and attempted to match them with idle agents. In this way, it ensured that each caller did not lose their place in the inbound queue, and that idle agents didn't lose their place in line waiting for calls. However, the drawback was that it was not as efficient as it could be, particularly if a batch of calls took a while to match up with agents. But enough about the previous method - on to the the updates!
The new method takes each inbound call as it arrives in queue and attempts to match it separately with the most available agent. It continues to do that until either the queue of inbound calls is depleted, or the number of calls exceeds the number of available agents. In other words:
- If # of Inbound Calls ≤ # of Idle Agents = Denali will attempt to to match all calls simultaneously
- If # of Inbound Calls > # of Idle Agents = Denali will attempt to to match all calls simultaneously up to # of Idle Agents, then future calls will be queued.
If a call is not able to be matched, it will be returned to the top of the queue.
Inbound: Check for Open CTI Before Inbound Offer Back to Top
Some of you may have experienced calls being served to Agents who were marked as Inbound Ready, but were not logged into Salesforce. Others have seen calls waiting in queue because they were being offered to agents who were marked as Inbound Ready, but had signed out of Salesforce. Well, no more! Each time we look for idle agents (which includes Inbound Ready agents), we now perform a check to verify that they have an open Salesforce tab with a the CTI panel populated. This is a huge improvement, thanks to the inbound redesign.
Inbound: Enhanced Call Logging Back to Top
We've added a whole mess of logging on the backend, which lays the groundwork for enhanced inbound reporting (coming soon). This includes things like a full record of every agent we presented the call to, who was the last agent the call was presented to, full detailed lists of all calls sent to each inbound number, etc. Stay tuned for more information on this in the next few releases ...
Inbound: Record Button on Stand Alone Inbound Calls Back to Top
Depending on the order of operations when answering an Inbound call presented through Stand Alone, occasionally the Record button would not behave as intended. Today, this can be avoided by making sure to link the call to a record before clicking Record. However, in package 1.94, you no longer have to worry about that step. Clicking Record should work just fine before, as well as after, linking the call to the desired record.
Upgraded Background Retry Worker Back to Top
While we hope this doesn't happen often, occasionally, DialSource is not able to log a call or a Disposition. This happens in the normal course of the day and can be attributed to Salesforce locking the record because of a process running in your org, an agent updating the record, the agent's SFDC session timing out, just to name a few. When that happens, we queue up those tasks to be logged and/or updated later (e.g., once the record is available for updates or the agent has logged back in).
That's all well and good. However, because all of those updates happen at once, organizations who perform a high volume of calls can run into a Salesforce limitation regarding the number of API calls each user is permitted to make within a period of time. To help alleviate that issue, we now batch all of the updates by user and perform them together with one API call.
Dynamics: Display Campaigns with Zero Records Back to Top
Don't worry - we didn't forget about our Denali for Dynamics users! Previously, Dynamics had a limitation regarding the ability to display Campaigns when the associated Marketing List returned zero results, causing an error in DfD (Denali for Dynamics). This Dynamics issue has been resolved and Campaigns will now update the associated call lists to show zero available records.
Dynamics: Refresh All with API User (Integration Account) Back to Top
A few accounts ran into an issue where the "Refresh All" function on the Campaigns caused an issue with the API User (a.k.a., Integration Account). This has been identified and taken care of. Feel free to refresh to your heart's content!
Backend Support for Reports in Campaigns Back to Top
As all DfD users know, Campaigns have to be built off of Marketing Lists. This places some limitations on what data you can include in a Campaign. Well, not for long! With this release, we've added the backend support to use Reports as the source content for Campaigns - just like Denali in Salesforce. The last remaining step is to build the UI to support it. But don't worry - this is coming soon!
Lightning Enhancements for DS Management Page Back to Top
The inclusion of multiple Call Centers created the need for an update to the DS management page so that all agents, calls, etc., could be displayed in one list, regardless of the Call Center they were associated with.
Coming Soon! Back to Top
We know there are a lot of things you'd all like to see happen tomorrow. And honestly, we'd love nothing more than to be able to provide them all immediately. But as I am sure you can understand, there are numerous projects constantly competing for time, effort and attention. The good news is, you can help! All you have to do is visit the Feature Request section and add a post! If there's already one there for your suggestion, feel free to add a comment, but most importantly, don't forget to vote (even on your own posts)!!
That being said, we do have one update for you which we know is going to be good news for most of you.
Support for Salesforce Lightning Back to Top
We know Salesforce is engaging in a full court press regarding migrating to Lightning. While we're not quite ready to pull back the curtain on a full Lightning version, we have made some significant progress towards a full Lightning app, including adding a new Call Center, as well as the ability to add records to your InstaQueues. We know these features will be appreciated by our Lightning Beta clients, and we will be ready to offer full Lightning support for those of you who wish to move forward with your migration plans after Dreamforce!
Ok, ok ... here's a sneak-peek:
Summary Back to Top
For current Salesforce Denali users, the updated package (1.94) is available. However, most of these features are already in place as they are back-end updates and no package is needed. We do still recommend updating your package whenever you have the chance as there are a few updates included. To do so, just Submit a Request and let us know you'd like to update your Denali package.
Dynamics users who would like to take advantage of some of the new features are welcome to a demo of Denali for Dynamics. We recommend a discussion with our Customer Success team regarding the upgrade, as there are a few things to be aware of.
If you’re currently on Classic (V2) and are ready to upgrade to Denali, please Submit a Request and we'll get you in touch with a member of our Customer Success team to discuss the transition.