Release highlights

Callback Status customization

The Callback Status page is now customizable and includes new metrics!

We have added the ability to view metrics from your contact center alongside Mindful metrics on the Callback Status page. You can now add metrics such as the Oldest Call Waiting, Average Handle Time, Agents Logged In, and more, providing a more complete view of your Call Targets and contact-center queues in one place.

In addition to that, we have added several new Mindful metrics, including the Oldest Callback Waiting and the number of Pending Scheduled Calls.

New customization options

Each user can now rename, rearrange, remove, or add columns to their personal Callback Status view, and their changes will persist across sessions. Users can also choose to view a Totals table above the Call Targets table to monitor aggregated metrics in real-time.

We have added several more settings to refine the Callback Status experience for individual users:

• Users can now set the number of rows to include per page, which can help to refine the view for organizations with many Call Targets.

• Users can set a default filter option to automatically view specific Call Targets or reporting categories each time they load the page.

For instructions on customizing the Callback Status page and definitions of all available metrics, see Callback Status.

Call Target mapping via API

To facilitate pulling contact-center metrics into Callback Status reporting, you can now map a Call Target name or ID to a contact-center queue when uploading queues via API. This mapping can be done via CSV upload in the UI, as well.

Coming soon!

New Connections

Mindful Connections will soon be able to obtain queue/skill metrics from select contact-center platforms.

To facilitate pulling contact-center metrics into Callback Status reporting, Connections will be available to obtain a list of queues/skills and selected metrics from the following platforms:

• Amazon Connect
• Five9
• Genesys Cloud
• NICE CXOne
• Twilio Flex

For instructions on connecting your contact-center platform, see Connections after release.

Resolved issues

Two issues related to uploading contact-center queues have been resolved.

• Last month, we announced that queues with identical Queue IDs are now permitted in CSV uploads, as long as they have either a unique Group ID or a different platform type. However, errors were still thrown for queues with identical Queue IDs if one entry included a Group ID and the other entry did not. We have resolved this edge case in this release.

• We also found that uploading queues via API without a Group ID resulted in errors rather than creating a new entry without a Group ID. This has been resolved, and as a result the DELETE endpoint now requires a Group ID to properly identify the intended entry to delete.

We have identified and resolved another cause of stuck calls.

A stuck call occurs when a call state has progressed in reality but our records failed to update to reflect the change. By resolving another underlying cause of this issue, the number of occurrences should now be lower.

Call Detail phone number filtering now works in all cases.

Clicking a phone number on the Call Detail page to filter by that phone number was only applied to the UI and not to CSV exports, although entering a number into the Filter by Phone Number field worked as expected. With this release, both methods will appropriately filter a CSV export.

The Scheduler HTML Preview bookmarklet now renders properly.

Previously, placing a Scheduler widget's HTML Preview bookmarklet on a webpage resulted in HTML being rendered in plain text. Now, the preview appears as expected.