February is here and we're thrilled to showcase enhancements across multiple areas of our platform! Our team has been hard at work implementing a wave of improvements aimed at enriching your experience and maximizing the utility of our platform.

Currently, there is a discrepancy in the naming conventions for meeting methods between the Schedule and Contact Centre views, which has resulted in some confusion. While Schedule refers to it as "In-Person," Contact Center labels it as "Business Location." Similarly, Schedule specifies the video platform, while Contact Center opts for "Video Call."

To mitigate this confusion, we've harmonized the meeting method labels across both platforms. Now in Schedule, you'll find options like Business Location, Phone Call, Video Call (Video Call Integration), and Client Location, aligning seamlessly with Contact Centre. These adjustments aim to enhance platform intuitiveness and user experience, ensuring a smoother scheduling process.

These updates have been automatically enabled for all customers.

We're thrilled to announce the rollout of several security enhancements and bug fixes following rigorous penetration testing. This comprehensive evaluation enabled us to identify and address vulnerabilities within Schedule, Booking Shortcuts, Client View, and APIs, strengthening our platform's performance and safeguarding your data.

This update underscores our commitment to bolstering platform security and empowering your organization with enhanced protection.

These updates have been automatically enabled for all customers.

Based on user feedback, we have implemented two updates to improve the accuracy of average handle time for our customers:

We have also improved the “Appointments per staff” metric to improve its data integrity going forward.

These updates have been automatically enabled for all customers.

To address instances of inflated average handle times caused by engagements ending long after their start, we've adjusted the handle time calculation in the Engagement Overview dashboard. By prioritizing 'served_at' over 'finished_at', we aim to offer a more accurate reflection of handle time metrics, enabling better-informed decision-making.These updates have been automatically enabled for all Advanced Analytics customers.

The performance and stability of audio & video tracks have been improved within Connect. We've aligned our code with industry best practices, fine-tuned settings for enhanced performance, and implemented connectivity checks to ensure smooth track operation. These back-end enhancements increase stability during video conferences, providing a more reliable meeting experience.

This update has been automatically enabled for all Coconut Connect customers.

We've addressed user concerns about the Network Quality Warning being displayed even when on a strong connection. We've refined our rules to display this warning less frequently, while still ensuring its presence when users require this critical information. This adjustment has led to a noticeable decrease in the occurrence of network quality warnings when they aren't needed.

This update has been automatically enabled for all Coconut Connect customers.

We're pleased to announce the resolution of a Refresh button issue on the Microsoft Teams settings page. Clicking the Refresh button at the top of the page will now re-match all Coconut users with Microsoft Teams users, regardless of the user count. Previously, this process may have encountered difficulties with a large number of users.

Please note: For accounts with a large number of users, this action may take several minutes to complete.

This update has been automatically enabled for all Coconut customers using the Microsoft Teams video integration.