Changes for Ruby 2.3

[Belinda Frick]

Ruby Server changes

Added agent statistics (number of calls received, number of unanswered
calls, total and average call duration and ring times)
Added application usage statistics (time spent, number of times used
for each application used). Similar applications can be configured under
the same name (e.g. Outlook and Outlook Express can both be marked
as "E-mail"). This allows the Call Centre supervisor to monitor time
spent on applications.
Added support for hotseats (agents can move from one computer to
another or from one group to another and Ruby will track their calls and
other information correctly). This is currently based on the Windows
username and requires the PCBoard, but can support telephone login codes,
clock-in card systems, etc.
Added session support. This automatically supports shifts without
having to worry about configuring Ruby when there's a change in shifts.
Minor bug in connections fixed. Connections would never time out
if they disconnected just before midnight.
Ruby now keeps track of call history for the last 24 hours. Each
supervisor can decide how many hours of history are important to them.
For example, if you want to know what the calls for the last hour are,
use 60 minutes as your history.
Now uses a concurrent licensing system. This means you can have
60 agents in 3 shifts of 20 each and only use 20 licenses instead of 60.


Ruby Supervisor changes

Application usage is displayed in real-time, along with the call
information added in Ruby 2.2.
Information for the current session (calls, unanswered, average
call duration, applications used, etc.) is now displayed on the main
screen.
The Reports, Graphs and Erlang screens have been moved to the main
screen and are no longer accessed via the Statistics button.
Agent statistics have been added to the Agent detail report.
A new report for detailed session information has been added.
A minor, rare bug in the Group data report has been fixed where
it would sometimes display "Field Group not found". This was
previously thought to be fixed in Ruby 2.2, but the bug was just
made "more rare".
The Close, Statistics and Configure buttons have been removed from
the main screen.
The Supervisor buttons have been replaced with nicer-looking blue ones.
The layout of the main screen is now saved.
A "Preview" button has been added to the "Daily Data" screen, since
the method of printing the graph was not obvious before.
Added an agent summary report.
Added a group summary report.
Supervisors can now be restricted from viewing information for groups
they are not allowed to.
Groups which have problems are now displayed in bold red on the main
screen.
Supervisors can see at a glance which agents are clocked in (at work)
and which are logged in (available for calls).


Ruby PCBoard changes

The PCBoard now acts as a Ruby hotseat client. It allows agents to
move from one computer to another and Ruby will continue to track their
calls correctly.
Agents can now login to a different group using the PCBoard. Since
Ruby does not control the PABX, the agent must do this on the PABX as
well. The major change is that this does not require intervention by
the Call Centre supervisor.
The PCBoard will now track application usage as well. This allows
Ruby to keep track of time spent on applications.
The PCBoard main screen has been changed. The new fields displayed are:

Total number of calls
Unanswered calls
Average ring time
Average call duration (previously Average Call Service Time)
Service level
Calls in queue
Maximum queue time
Number of agents logged in

Settings like screen position, auto-login, auto-show on messages, group
and idle timeout are now saved to Ruby and will be downloaded to the
PCBoard when it is started.
The agents screen has been changed to show agents logged in and whether
they are busy on a call or not.
The PCBoard can now clock agents out automatically if they've been idle
for too long. The idle timeout can be configured per agent. This
prevents sessions from continuing through the night.