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Agent Desktop (Web Services and Applications)

Information.png Note: Not all changes listed below may pertain to your deployment.

October 15, 2018 (8.5.202.51)

What's New

Filtering virtual agent groups

  • Team Communicator now also supports filtering by virtual agent groups.

September 17, 2018 (8.5.202.50)

What's New

Resolved Issues

  • Agents can now one-step transfer a call to a routing point using a number containing non-numerical characters. Previously, Agent Desktop removed the non-numerical characters, causing the operation to fail. (HTCC-30073)

August 20, 2018 (8.5.202.48)

What's New

Resolved Issues

  • Agent Desktop no longer displays an error during an agent logout when the agent is considered already logged out by the back-end server. (HTCC-30040)
  • In SIP Cluster environments, the After Call Work state is now correctly ended for business calls when an agent switches to After Call Work and then to either Not Ready or Ready while the call is in the Established state. Previously, this scenario was supported only for non-SIP Cluster environments. (HTCC-29983)

July 16, 2018 (8.5.202.47)

What's New

Resolved Issues

  • In environments where Screen Recording is enabled, if the connection with screen recording server is lost while an agent is logged in, the agent can now log out of Agent Desktop. Previously, the logout operation failed. (HTCC-29820)
  • If Agent Desktop loses connection to the backend server, it now recovers the correct agent state for agents who have multiple active multimedia interactions. (HTCC-29778)

June 18, 2018 (8.5.202.42)

What's New

Resolved Issues

  • Special characters in the names of attached files are now ignored by Agent Desktop. Previously, attachments with file names that included special characters could not be opened. (HTCC-29709)
  • If there is a short disconnection between Agent Desktop and Genesys Softphone, when the connection is reestablished, Agent Desktop now correctly restores the voice media state to the state prior to disconnection. Previously, if an agent was in a Not Ready state prior to disconnection, Agent Desktop changed the state to Ready. (HTCC-29686)
  • The default definition of the 'Average Handling Time for Chat media' statistic has been changed to the total chat handling time divided by the total number of chat interactions. (HTCC-28948)

May 21, 2018 (8.5.202.39)

What's New

Statistics

  • Agents can now select one statistic to be visible at all times while the application is in focus.

Resolved Issues

  • The default volume for the Agent Desktop microphone and speakers no longer gets reset to 0. (HTCC-29651)
  • Display names are now correctly included with the From Address when emails are sent. (HTCC-29552)

April 16, 2018 (8.5.202.30)

What's New

Virtual Desktop Infrastructure

  • Agent Desktop now supports running within VMWare Horizon 7 Client Virtual Desktop Infrastructure (VDI).

Resolved Issues

  • Supervisors can now monitor agents who are logged in on a different site than the supervisor. (HTCC-26057)
  • Agent Desktop now maintains contact with the back-end servers when agents perform workbin related actions. (HTCC-29502)

March 12, 2018 (8.5.202.23)

What's New

Agent groups

  • You can now specify which agent group is displayed in the Team Communicator .

Standard Responses

  • Agents can now use a free text search to find Standard Responses.

Resolved Issues

  • Background colors and table borders in inbound email interactions are now displayed. (HTCC-29149)
  • For Microsoft Internet Explorer users, Agent Desktop no longer displays two scroll bars for inbound email messages that extend beyond the size of the window. (HTCC- 29159)
  • When an agent is handling a voice interaction using Genesys Softphone, the speaker and microphone volumes can now correctly be controlled from the Agent Desktop interaction toolbar. (HTCC-28670)

January 29, 2018 (8.5.202.15)

What's New

Caller ID display name

  • When an agent selects the caller ID for outgoing calls, Agent Desktop passes both the descriptive name and the phone number to be displayed to the call recipient.

Pending Agent State

  • The state timer no longer starts immediately if an agent sets his or her status to Not Ready, Not Ready Reason, or any other state while he or she is still handling an interaction. The timer for that state does not start until the call is released, the chat is marked as Done, or the email is sent or put into a workbin.

Resolved Issues

  • Agents can now open and view embedded images as attachments in inbound email interactions. Previously, embedded images were not accessible to agents. (HTCC-29015)
  • All chat interactions for whom the contact is known are now displayed in the Contact History. Previously, some chat interactions did not appear in the history of the contact. (HTCC-28835)
  • Agent Desktop now verifies that URLs sent to contacts using the Chat Push URL feature are validated to prevent XSS issues. (HTCC-28830)
  • If Microsoft Internet Explorer 11 becomes unresponsive while an agent is handling a voice interaction, ask Genesys to disable speaker and microphone volume control. (HTCC-28659)
  • In Genesys Softphone environments that use dynamic sign-on, Agent Desktop now returns to the login page if the application cannot connect to Genesys Softphone or if it becomes stuck. (HTCC-28645)
  • Supervisors can now monitor an agent by selecting an agent from Team Communicator Favorites, even if the favorites are sorted by category. Previously, the supervisor had to refresh the browser to have this feature available. (HTCC-28623)
  • Team Communicator Favorites and Team Communicator Recents no longer fail to display if one or more of the recent entries contains an item that includes one or more of the following unsupported characters: (,),[,],{,} ,|,?,",\ (HTCC-28866)
  • Agent Desktop no longer loses calls that are put on hold while an agent makes a consultation call. Previously, when an agent clicked Resume after ending a consultation call, Agent Desktop sometimes lost the call and the agent had to retrieve the call through their hard phone. (HTCC-28827)

January 16, 2018 (8.5.201.99 UPDATE)

What's New

Resolved Issues

  • Refreshing the Agent Desktop browser page during login can result in the connection to Screen Recording Client not being established. When the connection issue is detected, agents are requested to provide their password again to re-establish the connection. Previously, Agent Desktop did not request agents to re-enter their password and the connection was not re-established. (HTCC-28935)

November 13, 2017 (8.5.201.99)

What's New

In-line forwarding

  • In-line forwarding from History: Agents can now forward from the History view, inbound and outgoing email interactions that are in the 'Done' state.
  • In-line email forwarding: This feature allows agents to forward an email as part of the body of an email instead of as an attachment. This enables agents to add comments and attachments before sending the forwarded email.

Browser support

  • Microsoft Edge on Windows 10 operating system.

Resolved Issues

  • Agent Desktop now correctly populates the From field of reply email interactions. Previously, the From field sometimes used the default address. (HTCC-27300)

October 16, 2017 (8.5.201.95)

What's New

Resolved Issues

  • The interaction duration timer that is displayed in the toolbar of chat interactions now starts when the interaction is accepted by an agent. Previously, the timer started when the interaction entered the queue. (HTCC-27707)

Known Issues

  • Recommendation: For Internet Explorer 10 and 11 with protected mode enabled, Internet Explorer always opens the target of the link in a new window or tab when you click a hyperlink in attached data. To work around this limitation, add the Agent Desktop host and the linked website to the list of trusted sites. (HTCC-26857)
  • Limitation: To use Microsoft Edge for Windows 10 with Genesys Softphone Dynamic Configuration Connector and Genesys Interaction Recording (GIR) Screen Recorder, you must disable loopback for Edge. You can accomplish this by executing the following command to disable loopback for Edge (this requires admin rights): CheckNetIsolation LoopbackExempt -a -n="Microsoft.MicrosoftEdge_8wekyb3d8bbwe"
  • Limitation: The following characters are not supported for the 'id' of Corporate Favorites :?|{}[]()"\,
  • Limitation: If a user closes the browser or if the browser crashes with a released voice interaction still open, it will remain in the “In Progress” state. It is then not possible to apply “Done” to those voice interactions in the History view. (HTCC-17820)

Archive

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This page was last modified on 15 October 2018, at 07:10.