Release Notes DC2022.02d
Related client-side software
Component |
Version |
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8.2.22082.02 |
|
8.4.5.28427 |
|
6.5.4.27454 |
New Features
Description |
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Ability to manage WebWallboard agent visibility: Agents that are offline can now be hidden from view by adding the hideofflineagents parameter to the URL. |
Feature Improvements
Feature Enhancements
Description |
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Message closed notification error: Fixed issue where a WebAgent skill transfer during an inbound intercepted call inadvertantly triggers a "message closed" notification. |
Email agent hunting issue: Fixed WebAgent issue where an incoming email wouldn't hunt for an agent. |
Improved handling of 429 responses reduces the risk of repeating 429 errors: Fixed issue which inadvertantly triggered an error. |
ServiceNow search improvements and bug fixes: Search results are now better logged and an issue in which cases without a known contact did not produce expected results has been fixed. |
Campaign Dialer optimizations:
|
UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. settings triggering WebAgent errors: Updating certain SharePoint UCC settings no longer generate sporadic (false) error notifications in the WebAgent. |
SignalR connection issue: Fixed issue where SignalR connections did not fully reconnect in the WebAgent after inactivity. Previously text session (Email, WebChat, etc.) where no longer automatically offered if the user has been inactive for a period of time. |
Fixed issue where the WebWallboard switched back to the UCC id: The UCC name is now always correctly displayed. |
Outbound Intercepted dialogues are now correctly displayed in the WebAgent: Outbound dialogues intercepted via Anywhere365 were not visible in the WebAgent. Warning: WebAgent Transfer scenarios after outbound intercepted dialogue are not yet supported.
|
Display Inbound Intercepted calls in WebAgent by extending the meta data sent from Core to WebAgentService: Inbound dialogues intercepted via Anywhere365 were not visible in the WebAgent. |
Allow subsequent consultative transfers using Remote Call Controls, when a call is transferred before |
Quality Monitor now works as expected when a call is transferred multiple times |
Improved html sanitization maintains security while leaving message intact: In the previous iteration, the html filter would sometimes unintentionally remove user content when screening messages for unsafe code. |