Release Notes for June 2018

Good day, Hikers! Here are details on our latest release. We've got some great new features relating to recordings, as well as a much-awaited treat for our Dynamics clients!

New Features

• Encrypted Recordings
• External Recording Storage
• Inbound Queue and DLD Statistics 
• Inbound Ringback Options
• Preview Auto For Dynamics

Product Enhancements

• Improved Experience for Exceeding License Limits
• Agent State Enhancements

Summary

New Features Back to Top

Encrypted Recordings Back to Top

We're excited to introduce Encrypted Call Recordings - a new feature that provides an additional layer of data protection security for recordings stored in Denali. With Call Recording Encryption enabled, DialSource will encrypt all recordings with a secure key, which limits access to the recordings to only the Account which holds the secure key! The Encrypted Recordings feature is available with Denali for Salesforce package 2.96 or higher. Contact your Customer Success Manager (CSM) to start the conversation about this exciting new feature!

1. Once the feature has been enabled by your CSM, you will see an additional section under DS Admin > Account Recording Management. To enable encryption, just toggle Encrypt recordings using provided encryption key to activate. A 256 bit base 64-encoded encryption key will be required. This key is unique to you - DialSource cannot see the key or recordings encrypted using it - it is your responsibility to track. If the key is lost or modified, any recordings encrypted with it will be permanently inaccessible:
   
   
   
   
2. After Encrypted Recordings have been enabled, the recording will need to be decrypted before it can be played. The loading dialogue below is an indicator that the recording is being decrypted: 
   
   
   
   
3.  Once the file has been loaded, you can play the audio file: 
   
   

Package Update: Yes
DS Backend Setting: Yes
Paid Feature: No
Related Tickets: DEV-2984

External Recording Storage Back to Top

We now offer the ability to use your own Amazon S3 account to store your audio recordings. To configure this feature, you will need to configure your Amazon S3 buckets and have this feature enabled by your Customer Success Manager. After the feature is enabled, you will be able see an additional feature section under the DS Admin > Account Recording Management section called External Storage. To enable External Storage, you would simply toggle the switch Send recordings to external Amazon S3 bucket, then input your AWS credentials. You will need the AWS Key, AWS Secret, AWS Region and AWS Bucket Name to complete setup: 

Package Update: No
DS Backend Setting: Yes
Paid Feature: No
Related Tickets: DEV-2500

Inbound Queue and Dynamic Lead Distribution (DLD) Statistics Back to Top

We have added additional insights and analytics to help measure the success of your Inbound and DLD Queues at the Agent Group level. You can now view details in real-time with respect to Current Calls (in progress) and Today's Totals. The new statistics provide insights on the following:

1. Skill Group is the assigned Agent Group
2. Current Calls
   1. Active: Number of Inbound Calls that are in progress with an Agent
   2. Queued: Number of calls that are waiting for an Agent to answer
   3. Oldest Call*: The highest wait time (mm:ss) for a call in queue relative to all calls in queue. The timer starts when the Inbound Call is applied to the queue
3. Today's Totals
   1. Received: Number of calls that come into an Agent group
   2. Presented: Number of calls that have been presented to an Agent (yellow box appears in the Denali panel)
   3. Failed: Total number of calls that were never presented to agent before the agent hung up the call. Like Abandoned, except the call was never offered
   4. Handled: Number of calls that have been answered and dispositioned by an Agent Group
   5. Avg Handle: Average time (mm:ss) it takes for an agent to handle a call. The duration is defined from when the call enters a queue to when it is dispositioned.
   6. ASA (Average Speed to Answer in time)*: Average time between queue connection and agent connection for all calls today (mm:ss)
   7. Abandoned: Number of calls that have been presented to an agent, but were not answered
   8. Service Level: The formula used to calculate SLA is the Number of Calls answered within X seconds, where X denotes time. For example, if you had configured your SLA to be 30 seconds and 60 out of 70 calls were answered within 30 seconds in the day, then it would give you a SLA 85.7% (60/70). The time for the SLA can be configured by your CSM

*Inbound Only

To access Inbound Queue Statistics, or DLD Statistics you would need to contact your CSM and have the feature enabled. After the feature is enabled, the Inbound Queue Statistics tab will display in your DS Management Settings. 

Package Update: Yes
DS Backend Setting: Yes
Paid Feature: No
Related Tickets: DEV-3096

Inbound Ringback Options Back to Top

As many of you have pointed out via Feature Requests and support tickets, the UX for a lead calling an agent's direct line can be a bit odd when they hear music instead of ringing. To help with that, we've added options for the Inbound Ringback to play a ring sound instead of music. You're still welcome to play music to the lead should you desire. We encourage this in conjunction with an Inbound Greeting when calling a line that rings to an Agent Group. In this case, the lead will hear Classical music as they hold for the first available agent. You can turn on the option to play ringing as opposed to music on a per DID basis under the Inbound DID Option

Package Update: No
DS Backend Setting: No 
Paid Feature: No
Related Tickets: DEV-2777

Preview Auto for Dynamics Back to Top

Campaigns in Denali for Dynamics now support our Preview Auto dialing mode! To learn more about how preview auto works, please refer to the section on Preview Auto in the Denali for Dynamics User Guide.

Package Update: No
DS Backend Setting: No 
Paid Feature: No
Related Tickets: DEV-2634

Product Enhancements Back to Top

This batch of enhancements improves general usability for all end users.

Improved Experience for Exceeding License Limits Back to Top

We have improved the experience for when customers exceed their allowed license limits. Previously, customers were not informed on why their DialSource account was not working. We now display the DialSource Denali license count to our customers in DS Management under the Usage section (Note: the Licenses Used display does not require a package update).

We have also added error messaging in the DialSource Denali panel, proactively informing users as to why their Denali panel is not loading (Note: Display of the pictured message to the end-user does require a package update). 

Previously, if an account exceeded the license limit, the entire organization would be unable to access Denali. For example, if an organization had 50 licenses and all 50 were in use, if an additional user was added, all 50 +1 users would be locked out. A minor error resulted in a major inconvenience! We have now improved this experience so that only the 51st user in this example would be locked out until additional licenses were purchased or extraneous users were removed from the call center. 

Package Update: Yes
DS Backend Setting: Yes
Paid Feature: No
Related Tickets: DEV-2888, DEV-3003, DEV-2891, DEV-3004

Agent State Enhancements Back to Top

As we've mentioned to many of you over the past several months, the Dev team has been working extremely hard on updates to the State engine in the telephony system. As you can imagine, this is both critical and incredibly time consuming as this engine is referenced with literally every click, page load, etc. And although this work is hugely impactful, end-users will not see any perceptible changes on the front end. Because of that, we wanted to share a quick update on how things are progressing. 

We have just completed the engine rebuild for all Outbound interactions. This will result in some improvements for Agent interactions with Outbound calls. Next up: the engine for Inbound interactions is getting a reboot. This next phase will take considerably more work. We will keep you posted as we progress with the Inbound updates. This will also clear the way for some exciting new features (*cough* Call Waiting *cough*)! 

Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2691

Summary Back to Top

As always, release time is a great time to check your current version and update your package for either SFDC or DfD! To do so, just Submit a Request and let us know you'd like to update your Denali package.

Or, if you’re currently on Classic (V2) and are ready to upgrade to Denali, please reach out to our Customer Success team and they'll get you started down the path to transition today. Likewise, if any of the features that require additional configuration fit your use case, our CSMs are the ones to contact! We're all here and happy to assist.