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Social Media Plug-in for Workspace Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
11/10/17 Hot Fix X

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List of Release Notes

What's New

This release contains the following new features and enhancements:

  • The Move to Workbin function has been added to the plugin, enabling agents to store their Facebook private message interactions in a workbin.

Resolved Issues

This release contains the following resolved issues:

WDE now displays Facebook chats properly when both the WeChat and Social Media plugins are enabled. Previously, WDE displayed an OpenMedia interaction but it did not display a Facebook interaction. (SMD-4485)

The error message, Could not connect to chat session. No such session exists, is no longer displayed twice when an agent opens an expired facebooksession interaction. (SMD-4467)

Agents can view an image in the original image size when a customer attaches the image as a comment to a post or through a new post. Previously, the images were compressed to an extent that agents were unable to view them properly. (SMD-4450)

The plugin now displays the second-level comments to agents when the auto-answer timer is set for both facebook and facebooksession interactions, and if a customer sends a public comment and a private message simultaneously. Previously, the plugin did not display the second-level comments. (SMD-4336)

An agent can now reply to a customer’s public comment when the agent receives a public comment as well as a private message from the customer and the agent opens them simultaneously. (SMD-4330)

Agents can now see their replies to their customers' comments on a Facebook post in the chat history in WDE. Previously, an agent could not see their replies to a customer's comment when the customer commented on a post that already had the agent's replies. (SMD-4327)

When an agent transfers an offline facebooksession interaction to another agent, the plugin now auto-closes the interaction. Previously, the interactions were not auto-closed after the transfer was accepted. (SMD-4135)

Agents can now open and reply to Facebook private message interactions from My Interaction Queues while keeping the session active. Previously, agents were unable to reply to customers' private messages as the text box for chat was disabled when the messages were pulled from the interaction queues. (SMD-3611)

The plugin now routes facebooksession interactions only after the auto-answer timer ends. Previously, the plugin routed facebooksession interactions even before the auto-answer timer ended. (SMD-4311)

Upgrade Notes

No special procedure is required to upgrade to release 8.5.405.20.

This page was last modified on November 10, 2017, at 09:33.


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