Dashboard enhancements include:

• Callback error count column
• Dashboard redesign: Mode of Operations, Offer Status, and simplified Queue State indicators
• EWT display improved to hh:mm:ss formatting

Admins can interpret queue health and offer readiness faster—reducing troubleshooting time and improving operational confidence.

• Clarity: Highlights actionable issues (errors/state mismatches) without extra clicks.
• Speed: Faster operational decisions with standardized labels and readable EWT.

Current ASAP Callbacks table now shows attempt number and last attempt disposition.

Quickly identifies retries and failure patterns without log review—supporting faster intervention.

• Diagnosability: See repeat failures and progress status at a glance.
• Recovery: Shortens time to resolve stuck or repeatedly failing callbacks.

Admin-role users can view the configured EWT calculation method.

Makes EWT behavior more explainable—speeding troubleshooting and reducing uncertainty.

• Explainability: Confirms how EWT is derived for ops stakeholders.
• Supportability: Faster root-cause isolation when EWTs look unexpected.

Reporting usability improvements include:

• Totals labeled Report Totals
• Time Zone selector for reports
• View Options dropdown remains open for multi-select
• Frozen headers for Offer Details and Callback Details

Analysts and admins can configure, read, and trust reports faster—reducing manual reconciliation and errors.

• Accuracy: Less misinterpretation (totals + headers + time zone consistency).
• Efficiency: Faster report tailoring with fewer clicks and clearer layouts.

Reporting adds deeper performance insight and more targeted filtering:

• ASAP Callback Target Summary adds Percent Off Target, Avg Early/Late, Max Early/Late
• Offer Details indicates Accepted–ASAP vs Accepted–Scheduled
• Expanded filters across key reports (Queue Group, Queues/Queuing VDN, EWT Offered, First Callback Attempt seconds and ranges)

Makes it easier to pinpoint drivers behind performance outcomes and tune callback strategy without exporting data.

• Insight: Better measurement of timing variance and customer acceptance behavior.
• Precision: Faster root-cause analysis with richer, report-native filtering.

Caller and integration-facing VUI enhancements include:

• Open/Closed messaging support (PS assistance noted)
• ICX Offer VUI returns outcome distinguishing INELIGIBLE vs DECLINED

Improves caller expectation-setting and enables smarter downstream handling in ICX based on true outcome.

• Experience: Aligns messaging to availability and reduces after-hours confusion.
• Decisioning: ICX can branch/report differently for eligibility vs customer choice.

New API enables ICX to retrieve EWTs broadly with a single FIL API invocation, reducing load in FIL/ICX deployments.

Improves scalability and efficiency for integrated environments—especially under peak usage.

• Scalability: Reduces repetitive EWT polling across queues/skills.
• Performance: Lowers FIL overhead during heavy flow/reporting demand.

Administration improvements include:

• VDN-level overrides for dialing prefix and legacy transfer parameters
• Service Hours template search/filter
• Advanced controls to set available callback slots within scheduled time periods

Cuts configuration time and increases flexibility—helping align dialing behavior and scheduling commitments to real operations.

• Agility: Faster, more targeted configuration for multi-VDN environments.
• Capacity control: Prevents overbooking and improves scheduled callback reliability.

FIL 2.7 has been tested and certified by Swampfox with Avaya Experience Portal 8.1+ and Avaya Aura Communication Manager and AES 10.1+ and later.

• AEP 8.1+

• CM 8.1+

• Redhat / Rocky Linux 8.x and 9.x

• Windows Server 2019 and 2022