Release Notes - Feature release DC2023.01

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This document contains a list of the updates and current versions of Anywhere365 software and components.

Client Components

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Component	Version	Remark
Ucc.Creator template (SharePoint template)	8.2.0.7
Power BI (desktop template)	8.5.23073.02	(Minimum required version for this bundle) Learn More
Inflight Wallboard (desktop client)	6.5.7
Snapper (desktop client)	8.5.5	(Minimum required version for this bundle) Learn More
⁺= updated in this bundle.

New Features

PBI	Description
78065	Chained 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. It is now possible to link adaptive cards in a chain of interactive moments, enabling use cases where a first answer informs which second interaction is presented. See: Chaining Adaptive Cards
79989	Integration with Workforce Management system Verint. Agent statuses and dialogue activities can feed the WFM system to enable agent coaching, planning prediction and other tools to optimize service departments. For more information see: Workforce Management
75802	Queue text sessions in specific Skill directly from Dialogue Studio The Dialogue Manager Enqueue Node has a new configuration option in which you can specify a Skill. If a Skill is specified and exists in the 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., the session will be queued in the matching Skill immediately. If no Skill is specified, or the Skill cannot be found in the UCC, the Plugin Flow Settings will be triggered to determine the Skill and the session will be queued accordingly. See the Enqueue node for more information.
76148	Play message when marked as Voicemail. Added VoicemailMessage and VoicemailAudioMessage columns to the CampaignDialer items in the SharePoint OutboundDialer Calls list. When one of the CampaignDialer item columns is filled and the agent marks the campaign dialer session "as voicemail" (pressing *), a message will be played to the customer's voicemail box and the session will be disconnected. In the meantime, the agent is getting disconnected from the session.
38637	Add upload attachments/files/images capability for WebChat it is now also possible for both customers and agents to upload files during a webchat session, Learn More

Feature Improvements

PBI	Description
63994	Agent name can be displayed in WebChat. In a webchat conversation between customer and agent, the real name of the agent can now be displayed instead of a organisation-wide alias. See Agent Display Name to learn how to configure.
80754	Outgoing email to multiple people. It is possible to send an email to multiple people are once using the cc functionality, which was disabled for new outgoing emails before this change. Learn More
77567	Sanitize LastAgent field for UniversalTimeline_GetCallHistory stored procedure. The LastAgent field could contain additional data that could not always be parsed by Microsoft Graph in the WebAgent, this resulted in the WebAgent not being able to load the display name or photo of an Agent.
81165	PowerBI template improvements: - Dialogue[Time Started] column was added back to the Dialogue Overview table (it was accidentally removed in the previous release) - (SLA) Parameters have been moved from DAX expressions to parameters pop-up window (mandatory fields). - Discharge time added to the following report pages(tables): UCC report, Contact Report, Skill report, Agent Report, Dialogue Overview. - Drill-through for chat transcript page enabled in the dialogue detail page - Discharge KPI added to dialogue detail page - Discharge time subtracted from Available status time in the Status Overview page - Discharge[Change Agent Sip ID] and Discharge [Discharge UCC ID] data types to integer - Removed blank value from the transfer rate line chart - All parameter values are set to a default value. A customer only needs to enter a server and database name. - Parameter titles and descriptions improved. - Data loading errors are handled better. - Anonymize data dropdown sorted. NEITHER selection changed to NO. - New host URL for "Dialogue Detail" and "Chat transcript" image files. - Customers can change the parameters in the Power BI service for each published report without the need to first change the parameters in Power BI desktop and then republish the report to the Power BI service

Feature Enhancements

PBI	Description
61326	Webchat behavior enhancement When webchat times out, the agent side is informed and can close, but customer side can continue to send chats. The messaging system is refactored ensuring consistency between agent and customer.
77417	Unable to retrieve dialogue that is already connected to the agent. Agents could see that they had several emails in a connected state in the email dialogue provider, but no emails in their personal queue. Even if they went through the list of emails in the connected queue, they did not have the ability to open or take the email that they were connected to.
81083	Improved the behavior of the Text editor in the WebAgent Text that is deleted prior to sending could reappear and be sent to the customer. This only happened if the last keystroke was backspace prior to hitting send Also improved Predefined responses (Canned responses) that could send as blank or deleted when selected.
80752	Kiribati National number prefix. Numbers from Kiribati could not be handled by the WebAgent Service, this is no longer the case.
78981	A double failed blind transfer could lead to an Agent reservation being stuck. When the Agent performed a blind transfer to the same contact twice, it could lead to the reservation not being released. If the reservation was not released, no new hunt would be offered to that agent. This is no longer the case.
76446	Retry time from dialers showed server time. This has been changed to show the regional time that is configured in SharePoint.
78798	Snapper UCC Statistics remain visible on incoming hunt. UCC statistics disappeared when a call came through the UCC, requiring a few steps to reload the statistics. This no longer occurs and statistics remain available, regardless of incoming calls.