Features

Essentials / Portal

• • Knowledge Essential for creating AI and menu driven FAQ (beta on request)
  • Update chat channel system message configurations to support clearing and maintaining values. for: “Agent available”, “Agent Unavailable” and “Routing Cancelled”
  • Visual IVR Essential has been depreciated. Existing instances will still function.
  • Deploy page information is not specific to the provider data center.
  • Expert flows are now accessible from Services→Start→Expert Flows card, and from a button on the upper right of Services→Manage
  • Essentials plugins/widgets standardization of “send” instead of “submit” button.
  • URL redirect for deep links passing through login (helps share links into specific portal functions)
  • Modern style as new option in branding, including updated essentials plugins/widgets and client look and feel.

Platform

• • Display controls maintained during sticky session page transitions
  • Last agent routing
  • Outbound workflow notification, send a workflow initiated session to a customer
  • Context API to send an interaction into a closed customer session

Integrations

• • Avaya Workspaces Alpha release (on request)
  • 3rd party Contact Center widget push Alpha (on request)
  • Avaya CPaaS Voice integration (beta on request)
  • Twitter/Facebook support for sending private messages from a public conversation

Agent Client

• • Updated style/colors of read receipt icons
  • Respond to social customers on private channel when handling a public interactions
  • Search options for Route Failed sessions and Customer specific sessions

Customer Client

• • Modern style updates including ui style, bottom work area, default message icons, and more.
  • Display controls no longer removes the attach, edit box, and send button, they are only disabled.
  • Inline images can now be expanded by clicking the referenced URL

• AI / Dashboard / Analytics

• • Ops Map Alpha (on request)
  • Engagement Map Beta (on request)
  • Training button color, text, and state change updates.
  • Blocked list for auto-suggest phrases

Bug Fixes

• • Handle URL encoded spaces in entry tag URLs
  • Training button state is incorrect in Essentials
  • Issues with HTML text editor in Essentials
  • JSON response from plugins is not properly stored and may crash during a workflow
  • Agent status is not updating on the desktop when network disconnects/reconnects
  • Plugins can’t be uploaded with _ in HTML names
  • Agent skills will be normalized to all lowercase
  • With sticky sessions enabled, window should close after timeout
  • Long messages are exceeding message bubble on iOS devices
  • Sticky session url parameter read ordering is incorrect
  • Try It mode was not responding in the portal