Success, Neutral and Failure classifications in wrap up code mappings

Administrators can now define and categorize Right Party Contact (RPC) outcomes as success, neutral, or failure directly within wrap up code mappings, which reflect in real-time monitoring performance dashboards.

Administrators can now manage analytics performance views more effectively with the new feature that hides the summary row when aggregate data is unavailable. This update ensures that the summary row only appears when there is actual data to display and gives users a clearer and more accurate representation of the available data. Previously the summary row was shown and indicated that users could apply more filters, regardless of aggregate data availability.

Administrators can now choose to automatically forward Communicate calls directly to a user's voicemail based on specific primary presence statuses. These statuses include Offline, Busy, Away, Break, Meal, Meeting, Training, or On Queue. Also, secondary presence statuses inherit the voicemail forwarding settings of their associated primary presence statuses. This update provides administrators with the ability to customize the statuses that trigger automatic forwarding. This flexibility ensures that calls are managed according to individual and organizational preferences, to improve workflow efficiency and reduces interruptions during critical tasks. Previously, only the Busy presence status automatically directed calls to a user's voicemail.