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8.5.201.18

Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
03/25/16 General Under Shipping Control X

Helpful Links

What's New

This release contains the following new features and enhancements:

Workspace Web Edition

  • Chat enhancement
    • During a chat session, your customer might request to receive content by email while continuing with the chat session. This feature allows the agent to click on the provided information to start an outgoing email to the customer.
    • During a chat session, your customer might request to be called at specific number while continuing with the chat session. This feature allows the agent to click on the provided information to start an outgoing call to the customer.
  • Interaction history search
    • Agents can now perform keyword searches of a customer's (contact's), and the agent's own interaction history.
    • Agents can now use Quick Search to find interactions using keywords within the details of an interaction, such as the chat transcript, email body, email subject, interaction note, and other interaction attributes.
  • Team Communicator enhancement
    • Workspace Web Edition now presents actual agent states in Team Communicator instead of Available and Unavailable. Note, however, that the Do not Disturb state is displayed as Not Ready.
  • Knowledge Center enhancement
  • Note: To see these enhancements in Workspace Web Edition, Knowledge Center 8.5.2 is required.

    • 5-stars content rating is now available. Agents now have the option to apply a rating (range between 1 and 5 stars) to the contents that they view in Workspace.
    • An agent authoring privilege configuration option has been added; it provides system administrators with the ability to configure which agents are permitted to author new drafts of content from within Workspace.
  • Facebook private message
    • Your customers can now communicate privately with your agents using the Facebook Private Message capability. These messages are not visible to others not involved in the conversation.
  • Voice enhancement
    • A conference call could involve multiple external parties during a conversation. System administrators can now configure the system to automatically disconnect all remaining external parties when the last agent departs the conference call.

Web Services API

  • Interaction History API
    • The new Interaction History API provides the ability to retrieve interaction history for agents or contact. For example, chat interaction history.
  • Voice API
  • The Voice API now includes the ClearCall operation, which provides the ability to end a conference call for all parties when one party leaves the conference.
  • Embedded Jetty 9
    • Genesys Web Services is now deployable as a .JAR file with Jetty 9 embedded.

    CRM Gplus Adapters

    Gplus Adapter for Salesforce

    • You can specify what the adapter saves for the subject field in the Salesforce activity by using custom templates.
    • For Salesforce account, case, or contact objects, you can now attach additional information (object type, id or name) to Genesys user data in voice interactions.
    • The adapter can now be configured to automatically submit feedback logs after being disconnected.
    • Workspace Web Edition deployed as an embedded Agent Desktop in Salesforce Sales or Service Console:
      • You can specify what the adapter saves for the subject field in the Salesforce activity by using custom templates.
      • For Salesforce account, case, or contact objects, you can now attach additional information (object type, id or name) to Genesys user data in voice interactions.

    Resolved Issues

    This release contains the following resolved issues:


    Workspace Web Edition

    During chat consultations, if the consultation is cancelled by using the hyperlink in the transcript or by time-out, the same consultation target can now be used again during the chat session. (HTCC-19703)


    In the My Agents tab for Team Leads or Supervisors, the In Call and After Call Work filters are now shown only for the Voice channel. Previously, these filters were shown for the Chat and Email channels without an effect on usage. (HTCC-19547)


    If an agent sets his or her status on the Chat or Email channels to Do Not Disturb from Not Ready, and then a Team Lead or Supervisor, using the My Agents tab, sets the agent's status to Ready, and the channel status is displayed as Do Not Disturb. Previously in this scenario, the agent saw the channel as Ready even though it was in the Do Not Disturb state on the system. (HTCC-19405)


    Web Services API

    Unsolicited Facebook posts that are created by agents now appear on Facebook. (HTCC-20739)


    The Platform Configuration API is now able to create and update objects of DN Group type. Previously, these types of objects could only be retrieved or deleted because POST and PUT incorrectly returned unsupported object type. (HTCC-20500)


    Web Services now uses the value specified in the defaultBinding option defined as part of samlSettings. Previously, Web Services ignored this option and used the first applicable binding mentioned in the identityProviderMetadata option. (HTCC-20193)


    You can now include a header in the main log file for Web Services by setting the enableLogHeader option to true. This header contains key information about the Web Services installation, including the version, start time, libraries, and any applicable settings from the applications.yaml file.


    You can now include the maxAuthenticationAge option in the SAML configuration section. This option specifies the maximum-allowed time between user authentication and the processing of an authentication statement. (HTCC-20141)


    CRM Gplus Adapters

    Gplus Adapter for Salesforce

    The disposition code chosen for voice calls within the adapter will now be visible in the interaction history in Workspace Web Edition. (HTCC-20459)


    A blank agent state will no longer be shown when the agent is moved to Not Ready - Expired after not responding a chat invitation. (HTCC-20325)


    Calls that arrive immediately after the adapter window is popped out in Salesforce will now be correctly displayed. (HTCC-19812)


    Workspace Web Edition deployed as an embedded Agent Desktop in Salesforce Sales or Service Console.

    • The results in the favorites view are no longer cleared after adding or editing a favorite. (HTCC-20052)
    • Clicking on the desktop notification for new interactions will now correctly display and focus the workspace window. (HTCC-19751)

    Upgrade Notes

    No special procedure is required to upgrade to release 8.5.201.18.

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    This page was last modified on September 2, 2016, at 11:09.