What's New in This Release

Product version

Doc revision

Date

Change history

3.04.03.00

1.23

28.05.25

For selected customers, the skill matrix has been transposed to show queues vertically and agents horizontally. (Note: this does not affect the data in the matrix).

The skill matrix filters have been enhanced to display only data which contains actual agent group assignments.

Minor changes to the layout of the fields for creating and editing matching rule schedules and announcements, to support the screen reader.

Minor grammatical changes.

Added in Previous Releases

Product version	Doc revision	Date	Change history
3.04.02.00	1.22	06.05.25	Improvements have been made to input fields for matching rule schedules and announcements, for WCAG 2.2AA. Minor grammatical changes.
3.03.10	1.21	14.04.25	When you create or edit services, you can specify the parameters that you interact with regularly in that service as primary parameters. Any parameters that are not primary are secondary. In the Command Centre, primary parameters only are displayed, by default. Secondary parameters can be displayed, as desired. Dialogflow machine agents can now be created and updated in CONDUCTOR. Three new user rights are available. Users can now switch between languages in the main menu (Settings option). Changes made in CONDUCTOR by administrators using STUDIO's User Impersonation functionality are now recorded in STUDIO's audit log. Minor grammatical changes.
3.03.09	1.20	07.03.25	Agent skills are now numbered 1-10 (previously it was 0-9), in line with queue matching rules. When creating and editing services, a new check box Override Value allows administrators to set a parameter value other than the current default value of the parameter set against the service. In the Command Centre, administrators can now reset all parameters (with the exception of percentage split types) against a service to their current default value set against the service. The order of the items in the navigation menu has changed and some menus have been renamed. A new section describing user rights has been added to the Appendix. Minor grammatical changes.
3.03.08	1.19	17.01.25	The number of agent groups and corresponding queue matching rules set up by Content Guru when your system is provisioned is now configurable per organisation, up to a maximum value of ten. When creating queues, you can now: Assign a completion code form to the queue Select the language which will be used in system prompts Select the relevant site. The following changes have been made to the options in the Main Menu: The Cockpit has been renamed the Command Centre The Audit Log has a new icon The order of the options has changed. The main menu can now be resized. When editing parameters in the Command Centre, individual parameter Edit buttons have been replaced with a single Edit button per service which, when enabled, allows the user to edit all parameters in that service at once. When undertaking a parameter mass update, you can now filter on parameters only. In addition, you are notified if none of your selected services contain your specified parameters.
3.03.07	1.18	12.12.24	You can now configure the order (left to right) of service parameters in the Cockpit when you create the service, and change the order when you edit the service.
3.03.06	1.17	06.12.24	The skill matrix now supports searching on an agent's username. The drop-down (selection) lists in the Cockpit Mass Update feature and the global filter have enhanced capabilities, including support for inverse selection. Drop-down (selection) lists, such as those available when editing menus, time schedules, and percentage split parameters in the Cockpit, have been enhanced to support filtering.
3.03.04 and 3.03.05	1.16	12.11.24	Using a new feature for automating parameter assignment at runtime, you can reduce the number of parameters you need to manually assign to each service. Services inherit parameter values from other services at runtime via a parent-child relationship which you set up when you create or update the service. You can now export IVR menus as JSON or CSV files. A new section entitled Users and User Groups has been added. You can now customise a time schedule for specific users by assigning it to one or more user groups. When creating or updating a time schedule, you can now reorder its time layers by dragging and dropping them. In the Audit Log a new drop-down list is available for filtering users. Administrators can now launch CONDUCTOR from within STUDIO using single sign-on. An Appendix has been added, to provide illustrative examples of some features. References to X (formerly Twitter) have been removed as the service is no longer supported.
3.03.03	1.15	03.10.24	A new main menu option is available, allowing you import IVR menus as JavaScript Object Notation (JSON) or CSV formatted files. New buttons are available on the Menu Builder, Schedules, Queues and Cockpit pages to allow you to expand and collapse elements. On hovering over an agent's name in the skill matrix, the agent's user group assignment is displayed.
3.03.01 and 3.03.02	1.14	23.08.24	The graphical display of the Schedules page now allows you to display any week in the calendar. The default display is the current week, with a locale-dependent start day. Using the Next Week and Previous Week buttons you can navigate the calendar, and you can also select a specific display start date in the calendar. You can now perform searches on text input fields using the 'wild card' operator *. You can also perform inverse searches on these fields. You can now import a skill matrix as a CSV file. Improvements have been made to parameter assignment in the Cockpit, through the introduction of a number of new parameter (data) types (menu, queue, service, announcement, media group, and time schedule). These data types are also available for use in menus and time schedules, complementing the existing action types. You can now assign an announcement to one or more user groups. A new global filter allows you to restrict the data displayed in the main CONDUCTOR panels according to the elements you select in the filter. A filter counter shows the number of filters applied. Note: the filter currently applies to user groups only. Guidance is included on CONDUCTOR's channel type limitations when creating queues. Also noted are the following: Creating queues automatically creates ten matching rules and agent groups. Queues built in UC and CONTACT are not available in CONDUCTOR. The skill matrix does not support queues that have not been created in CONDUCTOR.
3.03.00	1.13	06 June 2024	Time schedules are now displayed in a visual calendar format, with time layers represented as blocks of time. A new FLOW action cell, Set Service, is available for CONDUCTOR.