eZuce Reachme Contact Center SolutionsSummary

eZuce is pleased to announce the General Availability of reachme 17.10.

The purpose of delivering a 17.10 release was to more immediately address some Architectural improvements with statistics generation in reachme. Focusing on these improvements early and getting them released allows the engineering staff to better focus on some other near-term goals for our next generation of reachme.

Highlights

 reachme New Features:

  • Agent entered call disposition captured in back-office data
  • Agent entered call disposition added to CDR reports
  • New report showing stats per agent entered call disposition
  • Move real-time stats to elasticsearch
  • Utilize new real-time statistics delivery system in current widgets

Architectural Improvements

These improvements involve a couple of areas of interest. The move away from mongoDB for statistics storage and more efficient delivery of statistics to users.

A redesign of the real-time statistics delivery mechanism in reachme was needed. Previously real-time stats were produced via queries against mongoDB. These mongoDB queries were done for each individual client based on the client’s possible filter values (e.g. last 30 minutes, last hour, today, etc). This drove a large number of queries and required a large amount of data to be sent to each client (agent/supervisor portal). With mongoDB being the main operating database for uniteme and being a single write master database this created a large overhead on the system (and the primary mongoDB server especially).

In 17.10 the data required to produce real-time statistics is now primarily held in elasticsearch. This avoids the need to do DB queries against mongoDB. Clearly, this leads to more consistent availability for uniteme call processing and is an overall better solution to delivering stats. In addition to the database change, significant work was done to limit the number of queries and data delivery required to provide real-time statistics. This was done through the addition of an API that the agent/supervisor portal uses to “subscribe” to just the data that it requires (depending on what filters are currently selected).

In addition, there is now a back-end statistics processor. The new service leverages the data that it has already produced for one agent or supervisor client for another client that might have the same data requirements. This greatly reduces the amount of DB query activity required to produce the real-time statistics as only a single set of queries are executed for a single subscription type and in fact there are no queries executed for subscription types that do not exist (i.e. data sets that are not currently being viewed by any portal users). More information about the new real-time statistics processing can be found in the following wiki page: http://wiki.ezuce.com/display/ reach/Realtime+Statistics

reachme does also get a few small bug fixes in 17.10 along with the major architectural improvements. The full list of fixes and enhancements are available for review here:http://wiki.ezuce.com/display/ reach/reachme+17.10

New Report

Since early releases of reachme, the agent interface has had the ability to allow an agent to enter a disposition at the end of the call.  The intent was for the agent to be able to mark the call with a specific “outcome”, and then be able to report on these administrator entered “outcomes” or dispositions later. 17.10 has added this ability by capturing the agent entered disposition in the underlying CDR now. This agent entered disposition is now available in the CDR reports and via a new call disposition report which shows call statistics broken down into dispositions entered.

Next Release

There are currently a few near-term goals for reachme that we hope to achieve in the next generation of the system:

  1. Stand-alone application
  2. Automated testing
  3. Operate in Docker Containers

Stand-alone Application

The first is to allow reachme to run as a stand-alone application. As a stand-alone application, reachme would be capable of running without being installed as part of a uniteme installation. Also, by being a stand-alone application, reachme will have its own release schedule instead of having to be timed with uniteme releases.

Automated Testing

By automating much of the testing of reachme code we’ll be able to deliver better quality code, more quickly turnaround releases to beta testing, and as a result, more rapidly release versions of code. We’re making great progress in this area and hope that the majority of 17.12 testing will be automated.

Operate in Docker Containers

Docker and the use of containers for development has been around for a while now. Containers allow developers to more rapidly innovate. Additionally, containers allow for running applications on different operating system platforms.

Who Should Install?

This release is recommended for all 4.6 and later installations. If you have a patch installed to your system a new patch may be required. Please contact sa@ezuce.com if think you may have a patch applied as that may be replaced during the update.

eZuce’s software products continuously progress through an Agile based development methodology that keeps feature functionality comprehensive and up-to-date in response to evolving market and customer requirements.

New software releases are made at a rate of four to six releases a year. Releases are numbered in the <yy>.<mm>.<uu> format where <yy> and <mm> designate the year and the month, respectively, in which a release is made generally available. Where applicable, <uu> corresponds to an update release relative to a general release on which fixes are made available.

In order to ensure service continuity and stability, customers may keep their production environments unchanged for up to a 6-month period during which release updates or patches are made available. After a release is more than 6-months old, eZuce customers would have to upgrade to the latest generally available release – inclusive of all fixes to date and any new patches.

Questions

If you have questions about updating you can email sa@ezuce.com or if you need assistance with the update contact your account manager or email sales@ezuce.com.

Upgrade Considerations

Due to the conversion of the statistics processing architectural changes when upgrading from a previous release to 17.10, the historical real time statistics will be dropped. This means that once you’ve upgraded the stats shown for things like “last 15 minutes” or “this week” in the My Stats, Queue Manager and Agent Manager statistics will start over.  So, until the period of time that is specified by the selected filter has passed, these statistical values will be incomplete.  Example, if the filter selected is “last hour” in the queue manager, the values will be accurate only after 1 hour past the upgrade time.  Similarly, “this week” will be accurate only after the next week begins.  Note that this does not in any way affect the historical reports on the reports tab.

ISO Installation Consideration

When doing a fresh install of 17.10 from ISO, there is a need to reboot the server after completion of the installation procedure in order for reachme reports to get fully deployed.  Prior to a reboot, the reports will not show up in the jasperserver interface or the reports tab of the reachme agent portal.

Specific Issues Addressed

Specific issues can be located in the detailed release notes in the wiki at: 17.10 ReachMe Issues List