What's New in the VIEW User Guide

5.12

04 Oct 2023

• Agent Group Module topic. The 'Individual User Statistics' panel's Status column now displays additional statuses for social media interactions; new option 'Anonymise Agent Names' (or 'Anonymise User Names') for hiding the names of agents or users.
• Queues Module and Queues Events topics. Update to the 'Calls in Progress' statistic and the '<Queue> Calls in Progress' real-time event, which now support SMS text, email, and digital channels (including web chat).
• FLOW Scripts Events. Update to the 'Custom Events' section.
• Other minor changes.

5.12

09 Jan 2023

• Log In to storm topic. Updated to include platform URLs for all regions.
• Configure a real-time List Module topic. Added missing text to section 'Configure an Event's Value Change Colour on Reaching Chosen Thresholds'.
• Create Custom Real-Time Events topic. Updated to include REST API endpoints for all regions.

5.11

25 Oct 2022

Export Historical Reports According to a Schedule topic. Updated to include a note about disabling schedules where reports fail to export continuously.

5.10

14 Sep 2022

• Historical Data Sources topic. New data source 'CKS Export'.
• Appendix C: VIEW User Rights topic. New user right 'Create CKS Export datasource'.

5.09

15 Aug 2022

• Create a Real-Time Message Alert topic. Updated to include the new Raise user notification in DTA option.
• Export historical reports according to a schedule topic. Added a note about the new 100 MB data size limitation in an export to email.
• Monitor a Live Agent Conversation. This feature has been deprecated. Please use the agent desktop (storm DTA) to listen to live agent conversations. Refer to the storm DTA User Guide for instructions.
• Appendix C: VIEW User Rights topic. New user right 'Create and edit DTA user notifications in alerts'.

5.08

12 Jul 2022

• The Report Builder topic. Dimensions ribbon on the Report Builder Interface for Custom Historical Reports. Dimensions are now configured using the new  button.
• Create a Historical Data Export Report/Create a Custom Historical Report topics. The range of the Start Modifier and End Modifier options for scheduled exports has now been increased to 672 hours. See Configure Display Options (For Use in Scheduled Exports).
• In the Create a Custom Historical Report topic, the section 'Change a Metric's Display Name' has been renamed to 'Change a Metric's or Dimension's Display Name' and updated. New section 'Change the report's time zone'.
• Export Historical Reports According to a Schedule topic. Clarification on the use of the 'Enable daily accumulation' option.

5.07

16 May 2022

• The VIEW Dashboard Interface topic. New Custom Events command on the Settings menu. 
• Log an Agent Out of storm topic. A new note of clarification about the visibility of the Log Off button.
• Run Historical Reports in the Background topic. A new note of clarification about specifying an End Date Time that is in the future.
• Create Custom Real-Time Events. New topic.
• Appendix C: VIEW User Rights topic. New user right for creating and editing custom events.
• Appendix D: VIEW Audit Log Entries topic. New entries for the custom event functionality.

5.06

14 Apr 2022

• Agent Group Module topic. Updated. This module now supports the display of statistics at a user group level.
• Configure a Real-Time Agent Group Module topic. Updated to include user group configuration.
• Appendix C: VIEW User Rights topic. New user right for configuring an Agent Group module to display user groups.

5.05

07 Mar 2022

• Queues Module topic. Updated. The module can now be configured to show only those queues that have received entrants today (active queues). The following new statistics can now be included in this module: Abandoned from Queue and Overflowed from Queue.
• Configure a Real-Time Queues Module topic. Updated to include active queue configuration.
• Queues events topic. New <Queue>  Overflowed from Queue event.
• Display an Audit Log of VIEW User Actions topic. The audit log now displays all add, edit, and delete user actions.
• Appendix D: VIEW Audit Log Entries. New topic.

5.04

02 Feb 2022

• Log In to storm topic. New (content moved from Launch VIEW topic with edits).
• Queues Module topic. Updated to account for queue groups. Clarification to state that the 'Calls in Progress' and 'Available Agents' statistics are not published for queue groups. New note about displayed statistics.
• Share a Dashboard With Other Users topic. Minor enhancement to procedural text including a correction to the 'Delete this tab' table entry.
• Updated description of the 'Average Value' measurement type in the topics: Configure a Real-Time Bar Chart/Pie Chart/Line Chart/Readout/List/Gauge/Queues, and the topic Design a Custom Real-Time Statistic.
• A new note in the 'Change an Event's Measurement Type' procedure in the configuration topics for the following modules: Bar Chart; Pie Chart; Line Chart; Readout; List; Gauge; and Queues.
• Configure a real-time Agent Group module topic. New sub-table in table section 'Control Which Columns to Display'.
• Queues Events topic. Events reordered.
• Queue Groups Events topic. Removal of 'Calls in Progress' event which is not published for queue groups. Events reordered.
• The Report Builder topic. Clarification on the use of the buttons in the selector panels for historical data export and custom historical reports.
• Create a Custom Dimension topic. Clarification that up to 20 dimensional categories can be included in a custom dimension.
• Export Historical Reports According to a Schedule topic: New note. Added/edited content in Email and FTP and sFTP export in table.
• Control User Access Rights to VIEW Features topic. Updated to include the new capability of controlling user rights from storm STUDIO. 
• Appendix A: Supported Operators For Real-Time Statistics. New section.
• Appendix B: Best Practice Guidelines for Historical Report Performance. New section.
• Appendix C: VIEW User Rights. New section.

5.03

29 July 2021

• Create a Custom Historical Report topic: New property Remove CSV Headers in section Configure Display Options (For Use in Scheduled Exports).
• FLOW variables in historical reports topic: Expanded note about the use of custom data export fields as filters and dimensions.

5.02

6 May 2021

• User States Module topic: Updated to include users of type MS Teams.
• Clarification of the Average Update Value and Average Value measurement types in the topics Configure a Real-Time Bar Chart Module, Configure a Real-Time Pie Chart Module, Configure a real-Time Line Chart Module, Configure a Real-Time Readout Module, Configure a Real-Time List Module, and Configure a Real-Time Gauge Module. 
• Metric Design Strategy topic. New section Metric Compatibility Across Reports.
• Create a Custom Historical Report topic: New property Replace spaces with underscores in section Configure Display Options (For Use in Scheduled Exports).
• Export Historical Reports According to a Schedule topic: New prerequisite applying to FTP exports to a new address.

5.01

7 Oct 2020

• New data export fields added to the CONTACT Data Records historical data source.
• See the What's New in This Release of the storm VIEW Historical Data Source Reference Guide for details.