Dialogue Cloud

Release Notes DC2022.02d

Related client-side software

= updated in this bundle.

Component

Version

Power BI

8.2.22082.02

Inflight Snapper

8.4.5.28427

Inflight Wallboard (client)

6.5.4.27454

New Features

Description

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

Description

Increased the number of Reason code colors: It is now possible to have more than 15 different Reason Code colors in the WebWallboard.

Improved html sanitization maintains security while preserving message content: In the previous iteration, the html security filter would sometimes unintentionally remove user content when screening messages for unsafe code.

Added an email limit setting to prevent overload: Occasionally, larger quantities of email messages could affect performance. It is now possible to limit the number of emails being processed to prevent these issues.

Improved WebWallboard error messaging: Font formatting/color made it difficult to read error and warning messages. This has been corrected.

Feature Enhancements

Description

Agent dropped during inbound intercepted call issue: Fixed issue where an agent would be removed from a call when placed on hold during an inbound intercepted call.

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:

  • Retrieve full list with all campaign dialer calls once, next retrieve changes only

  • A new campaign dialer call is initiated, only if there are less than 5 calls in the process of being queued

  • Campaign dialer calls are now scheduled continuously, and no longer on an interval (defined by the value of the setting “updatesettingstimeout”)

  • Added additional logging

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. 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.