Version 14.x.x

This page documents new features and resolved issues specific to Version 14.x.x.

Note: The numbers in parentheses are for internal use only.

Engage 14.15.0

New Features

This release contains no new features.

Resolved Issues

User Interface

Time zone errors have been resolved. Previously, in some cases, the wrong time zone displayed on the Scheduled Followups page. (DVPU-6131)

All readability issues with pop-over text on SMS Self-Serve scripts have been resolved. (DVPU-6127, DVPU-6126)

API

listSubcampaignStates API previously returned null for callableDays. This has been corrected and will now return true/false values.

Engage 14.14.0

New Features

Campaigns

Pass Retry Options now include the following Call Result options:
- Answering Machine
- Delivered Person

(DVP-88555)

Compliance

Improvements have been made to the Lines Per Agent pacing model, which is available to customers using Enhanced Compliance. For more information, contact your account representative. (DVP-88249)

Resolved Issues

User Interface

Statistics now display throughout the user interface as expected. Previously, some statistics failed to populate. (DVP-88359)

The Pacing page now loads as expected when selected from the sub-campaign Actions menu on the Campaigns page. Previously, the Pacing page sometimes failed to load. (DVPU-6118)

Engage 14.13.0

New Features

List Automation

The new List Automation feature can now be used to scan FTP sites for lists matching a specified rule criteria. When a list matching the criteria is found, one of the following occurs:
- The list is loaded into Engage as a contact list.
- The list is loaded into Engage and then initiates a sub-campaign.
- Contacts within the list are appended to a suppression list.

(DVP-83914)

User Interface

Customers creating a self-serve SMS campaign can now use the Test button to test an SMS script. (DVP-88383)

On the List Rules page, all details about a rule now appear on the right-hand side of the screen when that rule is selected. (DVPU-6050)

Resolved Issues

Agent Voice Portal

Changing an agent’s phone number to a previously-used phone number no longer generates an error message. (DVP-88447)

In some cases, the My History tab in AVP failed to populate. This has been resolved. (DVP-88375)

Reporting

In some cases, the RingSecs field in an Agent Detail Report incorrectly generated a value of 0 for standard agent groups. This has been resolved. (DVP-88374)

User Interface

In some cases, self-serve SMS script templates and instances appeared on the On-demand Strategies page. This has been resolved. (DVP-88362)

The Save and Cancel buttons on an SMS Edit page now function as expected. Previously, if an error occurred, the Save button would re-run the incorrect information, and the Cancel button would close the page and erase all information. (DVPU-6064)

Engage 14.12.0

New Features

User Interface

The new Self-serve SMS feature enables you to create and modify SMS scripts for the following types of interactions:
- Alert
- Surveys (three questions)
- Opt-in (via inbound keywords)
- Interactive

Starting in a later release, the script templates will be auto-deployed to accounts. For now, your account representative can manually load them onto your account. (DVP-83931)

Agent Portal - Voice

The Agent Voice Portal interface can now be branded with a company logo. (DVPU-6028)

Resolved Issues

Reports and Statistics

SLA statistics are now based on calculations from midnight to the current time. Previously, the totals appeared inflated because they were calculated for one full day. (DVP-88284)

Inbound sub-campaign statistics sometimes displayed a value of 0, even for sub-campaigns that were still running. This has been resolved. (DVP-88355)

The Handled statistics for inbound and outbound calls now populate immediately, as expected, on Agent Group dashboards. (DVP-88360)

User Interface

The menu bar along the top of the user interface now remains visible when importing specification files. Previously, in some cases, the bar would disappear during import. (DVP-88329)

Agent Groups

In some cases, admin users were unable to edit an agent's skills while the agent was in a Break Connected state. This has been resolved. (DVPU-6025)

Agent Portal - Voice

A JavaScript error no longer appears when using the Contact History tab. (DVP-6051)

Engage 14.11.0

New Features

This release contains no new features.

Resolved Issues

User Interface

Performance improvements have been made to the Abandon Rate metric. (DVP-84405)

Agent Portal - Voice

In accounts with the Scheduled Followup Type set to Agent then Agent Group, the system now expires a callback at the expected time. Previously, the system waited an additional 15 minutes to expire the callback. (DVP-88141)

Lists

The trigger rule process now runs as expected in cases where multiple lists are created around the same time on accounts with multiple trigger rules (40+). Previously, some lists were excluded from evaluation during the trigger rule process. (DVP-88127)

Scripts

Agents no longer get stuck in the Whisper state when handling inbound calls that use a script containing skills-based routing. (DVP-88123)

Engage 14.10.0

New Features

Agent Portal - Voice

Agents can now suppress customer records by Device or ClientID at the Enterprise level from a call disposition. (DVP-73145)

User Interface

The Account Manager User Interface now displays the new Genesys logo. (DVP-84317)

Resolved Issues

Campaigns

In some cases, new campaign strategies were not being saved as templates. This has been resolved. (DVP-84348)

Contact Trace

Clicking more on a Contact Trace record now opens the Dispositions page, as expected. Previously, in some cases, the page failed to open. (DVP-84297)

List Agents

Selecting Hide Inactive Agents from the Filter menu now yields expected results. Previously, when this option was selected, the filtered results continued to display inactive agents. (DVP-84363)

Engage 14.9.0

New Features

Lists

The Trigger Rule feature now includes Saturday and Sunday timeframes. (DVP-84264)

Resolved Issues

Agent Portal - Voice

In rare cases, the predictive pacing model under-performed. This has been resolved. (DVP-84196)

If a contact attempt did not include a disposition, agent notes sometimes failed to appear on the screen within the MyContacts tab. This has been corrected. (DVP-84277)

If the new agent notes disposition textbox tag was used in a disposition table, the <Action> function, such as "suppressContact", would sometimes fail to trigger if the Notes area was left blank. This has been resolved. (DVPU-5953)

Campaigns

In some cases, if a Text sub-campaign failed to run because the pass time was set to a time in the past, the sub-campaign remained in a Paused state even after the Call Pass had transitioned to Done. This has been corrected. (DVP-84006)

Reports

In some cases, the system generated empty reports. This has been corrected. (DVP-84035)

The Utilization % on an Agent Performance report was incorrectly rounding. This has been corrected. (DVP-84213)

Engage 14.8.0

New Features

Account Settings

The Account Settings page now has a tab labelled Text. This replaces the Text Settings page.(DVPU-5869)

Agent Portal - Voice

A new Answer Machine button has been added to the Agent Voice Portal interface, next to the End Call button. As a result, agents no longer have to click on the disposition icon to get to the Answer Machine disposition. This feature also executes any ‘ScriptTransition’ functionality held within the disposition table to automatically play a voicemail prompt, should the script support this feature. (DVP-83058)

Resolved Issues

Agent Groups

A correction has been made so that a user with the AccountManager role can only change the AgentGroup parameter when an agent’s line state is Connected. All other options are disabled. (DVPU-5935)

Reports

In some cases, the system generated empty reports. This has been corrected. (DVP-83460)

In some cases, call results were not appearing in reports. This has been corrected. (DVP-84035)

In some cases, reports, including contact trace, displayed inaccurate or incomplete information related to recordings. This has been corrected. (DVP-83936)

Scripts

A modification has been made to reduce the number of warning messages when the system can’t find an audio file. (DVP-84019)

User Interface

In some cases, the company logo on the Account Manager User Interface appeared truncated. This has been corrected. (DVPU-5928)

The tabs exposed in the User Interface now correspond with the permissions assigned to the Reporting role. Previously, in some cases, the wrong tabs were exposed. (DVPU-5915)

Engage 14.7.0

New Features

API

The following new API endpoints have been added to the REST web services interface: showScript, changeCampaign, evaluateComplianceRules, and showContactBatchState. (DVP-83904)

Resolved Issues

Agent Groups

In certain cases, it was not possible to delete or edit Text agents from the agent list on the List Agents tab. This has been corrected.(DVPU-5895)

Agent Portal - Voice

A correction has been made to allow an on-demand pass, when created via a disposition code, to adhere to the account allowable contact times. (DVP-83672)

A correction has been made so that duplicate IDs are no longer generated during manual call events. (DVPU-5905)

Channel - Voice Inbound

A correction has been made to reduce inbound contact lookup time. (DVP-83886)

Channel - Voice Outbound

In certain cases, manual calls failed to launch. This has been corrected. (DVP-83877)

Lists

In some cases, newly created trigger rules did not appear in the Trigger Rules list. This has been corrected. (DVP-83890)

Reports

When using skills-based routing, detail reports will now always show the agent group that actually handled a call, as opposed to the agent group with which the sub-campaign is associated. (DVP-83701)

In some cases, records were being duplicated in an All Contacts Report. This has been corrected. (DVP-83930)

A modification has been made for <client> reporting to speed up execution of reports. (DVP-83846)

In the <client> SLA report, a correction has been made to the calculation of the value for End of Day Disposition Reports Delivered (J). (DVP-83988)

Scripts

The ability to send a test call via the dial-in script creation line has been restored. (DVP-83533)

A correction has been made so that SmartSound audio files now play the proper prompts for currency. (DVP-83882)

In some cases, text-to-speech prompts played the wrong gender voice. This has been corrected. (DVP-83870)

User Interface

In some cases, some campaigns statistics mistakenly appeared as 0 on the Campaigns page. This has been corrected. (DVP-83854)

14.6.0

Resolved Issues

Engage v14.6.0 includes the following Modifications and Corrections to resolve specific issues and improve system performance.

Campaigns

The sub-campaign end time on the Find Done page has been corrected to show the actual end time of the sub-campaign in the time zone setting of the pass.

The safe window (allowed calling hours) for manual/on-demand calls to non-geographic time zone phone numbers (for example toll-free numbers) has been corrected to be 12:00pm to 9:00pm EST, if the pass is set to 9:00am to 9:00pm local time. Previously, GMT was mistakenly used instead of EST for the safe window hours.

Agent Portal - Text

When creating text agents in Agent Text Portal, when Device permissions and Message permissions fields were always set to None even when Full was chosen from the drop down. This has been corrected.

Agent Portal - Voice

A change has been made to reduce the possibility that an agent could select Break status without selecting a break reason code (when the account is configured to require a break reason code).

Agents now have the ability to search for and cancel or reschedule scheduled followup calls in Agent Voice Portal. This functionality is similar to what was added to Account Manager in the Engage 14.5 release, except that agents can only see and modify scheduled followup that are assigned to them. The Agent accesses this functionality via a new Scheduled Followup link, which will open a new window for the agent (see screenshot below).

Agent Groups

When rescheduling a scheduled followup to a new agent, it is now possible for the supervisor or agent to select an agent from a sorted list of all voice agents, not just the agents in the agent's current agent group.

In the scheduled follow-up feature in Account Manager, it is now possible to search by agent name instead of agent id.

A change has been made to reduce the possibility that in certain configurations the consumer hears silence while a Direct Connect is being established.

Account Settings

Settings that were previously on the Legacy Settings page have been moved to the Account Settings page, on the General sub-tab.

User Interface

Account Manager users can now get to the Scheduled Followup page from the Agents menu, in addition to the Reporting menu.

The ability to view and edit scheduled followups (in Account Manager and Agent Voice Portal) is now supported using the Internet Explorer browser, in addition to Firefox and Chrome.

Scheduled followups in Account Manager and Agent Voice Portal can now be viewed in "Calendar" mode in addition to the existing "Schedule" mode. Calendar mode is read-only; switch to Schedule mode (via the left side tabs) to delete or modify a scheduled follow-up.

If an admin user resets another user's password, then that user's setting for the "User may upload scripts and specification files" option may have been inadvertently reset. This has been corrected so that this option's setting will not be altered on password reset.

If a contact file or a report has a field beginning with an equals sign ("="), that field will be preceded by a single quote when the file or report is exported. This will prevent that field from being interpreted as a formula when the file is loaded into Excel. For example, a field containing:

=HYPERLINK("http://www.genesys.com", "click here") ) will be exported as
'=HYPERLINK("http://www.genesys.com", "click here") )

14.5.0

Resolved Issues

Engage v14.5.0 includes the following enhancements and fixes to resolve specific issues and improve system performance.

User Interface

When importing a public key, only key files with the extensions ".asc" or ".pub" are now accepted.

When creating or editing answers to password reset security questions, it is no longer permitted to have more than once question with the same answer.

The "Automatically sign out" setting was not correctly being followed, which meant that Account Manager users were signed out after 35 minutes of inactivity. This has been corrected so that the user's setting is honored.

Agent Groups

The "Pass not found in cache" error message should no longer appear on the Pacing page. (The appearance of this error message does not actually indicate that a problem has occurred.) In certain cases, the lines per agent pacing model was too aggressive in a pass where agents are busy with inbound calls. This has been corrected.

In certain cases (such as a change of agent groups) it was possible for an available voice agent to not receive work for longer than normal. This has been corrected.

Agent Portal - Voice

Using Agent Voice Portal, agents can schedule follow-up calls. In Account Manager, it is now possible to search for these follow-up calls. Follow-up calls can then be canceled or rescheduled.

Scheduled Followup Management

In this release, we have implemented the ability for Account Manager users to manage these followup calls. This includes the following capabilities:
- Search for followup calls.
- View followup calls.
- Reschedule followup calls.
- Delete (cancel) followup calls.

The Scheduled Followup page is available from the Reports menu.