Dialogue Cloud

Release Notes DC2022.02

Related client-side software

are updated in this bundle.

Component

Version

Power BI

8.2.22082.01

Inflight Snapper

8.4.5.28427

Inflight Wallboard (client)

6.5.4.27454

Note: The WebAgent sign-in page has been refreshed with a new look in advance of the release of this software bundle. Learn More

New Features

Description

Adaptive Cards Adaptive Cards are preformatted boilerplate messages that can be selected by an agent to be sent to a client. They are written using an open card exchange format that allows the developers to 'write once' and share with any compliant host application can now be sent from WebAgent: It is now possible for an Agent to send an adaptive card to acustomer to trigger a specific interaction.

Added "Agent left conversation" in WebChat: Customers are notified when an agent leaves the WebChat. The notification takes place when an agent clicks on Handled and the (optional) classification is done.

Added Post dialogue adaptive card: Allows users to send an adaptive card after a conversation has been handled to trigger specific interactions

Added Disable ITSM module option in ServiceNow CTI: ServiceNow CTI plugin users who don't have the ITSM module, will experience error messages when clicking on the buttons and this will lead to confused end-users. This option allows ITSM-related functions to be disabled

Added Adaptive Cards Preview: Agents are now able to preview adaptive cards before they send them.

Secure installation using Digital Signatures: The Windows 10 (and Windows 11) Client application installers for Wallboard and Snapper have been Code Signed with the Workstreampeople B.V. certificate. The Properties of the .msi installers now show a new Tab, Digital Signatures, with an embedded signature of the Workstreampeople B.V. certificate.

Added new Generic Dialogue Provider: The Generic Dialogue Provider is an API interface that allows text-based dialogue to be part of the Anywhere365 Platform. Learn More

Feature Improvements

Description

Updated Sign-in page: This will be updated for all customers ahead of the new bundle release date.

Improved conversation header behavior on a small screen: When opening the WebAgent in a smaller window (in SalesForce CTI, for example) the header is collapsed by default. Header is now re-sized instead of collapsed. Learn More

Added missing tool-tips: Tool-tips have been added to WebAgent Contact Settings and search icon.

Timeline Details in WebAgent now display Classifications: Classifications give extra information about a conversation, enabling an agent to better help the customer. Learn More

Added design difference between key-stroke search and enter search: The user interface changes according to the type of search being performed.

Time range is now hidden when choosing a date range in Archive Search.

Changes made to Wrap-Up behavior when call is ended.

Dates are now determined based on browser language instead of translation service language.

Improved notifications UI in WebAgent. Learn More

Sign-in page has been redesigned. Learn More

Improved UX for unread messages: Added visual cues indicating unread messages. Learn More

Changes to Agent Status (MePerson) user interface: Improved Agent status UX. Learn More

Streamlined call wrap-up: Reduced the number of steps required to classify and finish a conversation. Learn More

Checking WebAgent Agent 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). An 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. Membership: To prevent issues, a check has been added to prevent events from being sent to an agent who is not part of the current UCC.

Improved information fetching method improves response times: Timeline GetDetails in WebAgent responds more quickly.

Hide Agent Recording Controls: It is now possible to set the WebAgent to hide recording controls. Learn More

Content types are now determined by name: Changes in technology no longer allow GUIDs to be assigned to a Content Type. This change allows Content Type to be assigned to a name.

Changed the way initial versus final position in a Text Session Queue is reported: Situations in which large numbers of text sessions were queued would generate unnecessary overhead. This has been streamlined to increase reporting speed and efficiency.

Made Agent phone number available: The phone number of an Agent being called was lost when Dialogue Studio intercepted it and turned it into a UCC call. Keeping the number associated with the call allows for call flows to be managed on a per-agent basis.

Content is now Auto-Populated with Forwarded Calls: When a call is forwarded from one agent to another within a UCC, the agent receiving the call now also receives relevant information in their WebAgent.

Audio files hosted in UCC Template can now also be played: It is now possible to store files within Anywhere365 for playback. Previously only audio files hosted at a public web address could be played.

Ask-and-Wait node now supports both Text-to-Speech as well as Audio Files: In addition to Text-to-Speech, it is now possible to pose the customer questions using audio files that can be stored either on a publicly-hosted web site or saved within a UCC.

Feature Enhancements

Description

Agents no longer appear within their own search results.

Fixed Reply all address issue: Fixed issue where addresses were incorrectly added.

Fixed Sign-In issues.

Fixed missing transfer buttons: Switching from invite menu search to transfer menu will now correctly display transfer buttons.

Fixed issue in Dynamics365 CTI when handling multiple found contacts

Hold button was removed from Consult, Delight Transfer, Delight Conference transfer options

Pause button in the queue now updates to reflect current status of ended call.

Fixed SAP C4C CTI User Interface issue

Report versioning has been added to Power BI templates: This solves issues where certain templates were incompatible with newer versions. Versioning will allow for new views to be used concurrently with previous views.

Corrected Customer Connection state for WebChat after a refresh.

Snapper "presence changed" timer made consistent with other timers.

Fixed erroneous Snapper queue time: Queue time now displays the accurate value.

The CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Service for SQL plug-in now correctly retrieves appropriate information.

Wallboard display issue: Fixed an issue in which information was incorrectly displayed.

Fixed configuration issues: Missing WebChatDialogueProvider2 and/or default UCC/SharePoint "Time To Live" configuration no longer trigger errors.

Fixed missing UCC Name error message: Missing UCC name in WebChat configuration no longer triggers "500 error" message.