Production Release v12.3
The following new features, bug fixes, and general enhancements have been added to the Agent 12.3 version. The majority of these updates are available to use/implement immediately, but as noted some may require specific software subscriptions and/or services to deploy.
PCEmail Hotfix Release Notes October 2024
Update Type | Update Description | User Impacted | Project Reference | Support Ticket Reference |
|---|---|---|---|---|
Bug | Fixed an issue in PCEmail where emails sent in using Graph could be duplicated if the web server didn’t send in a response. | System/Infrastructure | A11-2037 | #338482, #338753 |
Summary of new features/enhancements
New Feature Description | Area/User Impacted | Project Reference | Support Ticket Reference |
|---|---|---|---|
Added new AI features that leverage Emplifi's platform AI/generative AI capabilities:
Note: These features use third-party services and require configuration to be enabled. | Agent | A11-1936, A11-1941 | |
The integration between Agent and Emplifi Knowledge (aka Agent Assist) has been revamped to use a built-in widget available from Emplifi Knowledge. This replaces the API version previously used and provides access to additional capabilities in Emplifi Knowledge such as user feedback (aka "star surveys") and document searching. | Knowledge | A11-1816 | |
Added a new "Run Duration" column to the Scheduled Report Results, as well as added new filtering to the page to allow the admin to search for reports that exceeded the estimated run time. | Reports and Utilities | A11-1795 | |
Add the ability to show images and URLs to the Layout Editor for items in the Caller/Product/Store card. This will more easily allow relevant reference information to be displayed to agents in ESP without the need to manually edit layouts or define Catalog InfoCenter entries. | Admin | A11-1380, A11-1927 | |
Updated the My Favorites page so that favorites can be right-clicked and opened in a new tab. | Reports and Utilities | A11-1932 | |
Updated the Case Export (Detail Mode) Utility to allow for the results to be in the Transfer folder. This allows the output to be placed in the 'Transfer' folder that is accessible via the File Maintenance Utility. Also added the ability to export to a zip file. | Utilities | A11-1922 | |
When changing case status in Agent, the state change will be sent to Care. | Integration | A11-1857 | |
Added an 'Ignore mailing address verification' checkbox when creating a batch to allow enclosures to ignore mailing address verification. (RC2) | Reports and Utilities | A11-419 |
Bug fixes and general updates
These bugs, enhancements, and general updates are available in 12.3.
Update Type | Update Description | User Impacted | Project Reference | Support Ticket Reference |
|---|---|---|---|---|
Bug | Updates some links in ESP layouts that were not displaying a pointer on cursor hover. | Agent | A11-1957 | |
Refinement | Added the ability to work with a static metadata file from SSO providers. | System / Infrastructure | A11-1750 | |
Refinement | Updated language packs to include various standard labels/elements that are stored in the database, but are not user translatable. | General | A11-1945 | |
Refinement | Allow the custom folder to be on an S3 path. This capability is not end-user configurable. It can be leveraged by Emplifi's deployment team. | System / Infrastructure | A11-1931 | |
Refinement | Updated layouts selected by default when "Generating All Layouts" to include the current user's Company, Configuration, and Language to better match typical usage (reducing clicks for administrators) | Admin | A11-1928 | |
Bug | Fixed the Case Detail Export Utility so that long text (*.txt) attachments don't get truncated in the generated PDF file. | Utilities | A11-1926 | |
Refinement | Fixed some issues where the Case Detail Export would occasionally not work when scheduled. | System / Infrastructure | A11-1923 | |
Bug | Updated the validation for the eGift Card Number so that numbers larger than 2147483647 are supported. This was preventing the ability to use giftcard numbers in the Search Case function. | Agent | A11-1910 | 321274 |
Bug | Fixed an issue that could occur when typing into the Company/Config/Language fields of the Layout Editor that would cause the browser to hang. | Admin | A11-1908 | |
Bug | Updated the default "Groups per page" so that the Process Batch Utility Exceptions do not default to 1 row per page. | Utilities | A11-1904 | |
Refinement | Translation files (language packs) are now stored in the Agent database. A tool is available for the Emplifi operations team to import translation files/packs. | System / Infrastructure | A11-1901 | |
Refinement | Can make ESP layout fields support labels by editing manually. Example: | Admin | A11-1900 | |
Bug | Fixed an issue where in certain circumstances the dropdown list of users on the Manage Favorites page didn't work. | Reports and Utilities | A11-1897 | 309845 |
Bug | Updated the application to enforce the character limit in the category on Category Code Rename. | Admin | A11-1891 | 317858 |
Bug | Updated the security check in several places to no longer be case sensitive when comparing a user name to the user name in their responsibility. | General | A11-1890 | |
Bug | Fixed an issue where a field could sometimes not get saved with the case. This was observed in a small number of situations for a small number of customers. | Agent | A11-1889 | |
Refinement | Made warnings and errors in Layout Regeneration more noticeable by changing the color of the background of the message to orange for warnings and red for errors. | Admin | A11-1887 | |
Bug | If the Receive Email checkbox on the user's options had a null value (instead of "N" for an unchecked box), the check for sending an email on Password change would fail, preventing the password from changing. This check has been updated now to instead look at whether the email has been defined for that user. | Admin | A11-1882 | |
Refinement | Improvements for the stability of PCEmail. | System / Infrastructure | A11-1881 | |
Bug | Updated the phone number on save so that if there are 10 digits and the country is US/CAN, we reformat the phone number to be in the format 123-456-7890 | Agent | A11-1878 | 319943 |
Refinement | Improved the way translation packs are delivered to improve performance and delivery. | System / Infrastructure | A11-1876, A11-1945 | |
Bug | On new cases (prior to save) the Repeater Code Description wouldn't show up in ESP Caller Details for callers that had a repeater code set. | Agent | A11-1865 | |
Refinement | Fixed the context sensitive help to link to the correct topic on the User Inactivity Utility. | Documentation | A11-1862 | |
Bug | Fixed an issue where if a Suggested Action has been created that “Applies To” “Single Issue Only” | Agent | A11-1858 | |
Refinement | Increase size of files that AIS allows to be uploaded | System / Infrastructure | A11-1842 | |
Bug | Fix casePopService return value that breaks some custom features | Integration | A11-1838 | |
Refinement | Updated the Address Cleaning and Verification Service ( using Melissa Data, aka Mailers) to return the zip code (if available) if the address, city, and state are provided. | Agent | A11-1835 | |
Bug | Permanent solution for Trashcan icon not always being displayed (replaces the temporary solution delivered for 12.2) | Agent | A11-1834 | |
Bug | Updated the Category Code Search to be able to search for codes with square brackets in the code. | Admin | A11-1833 | |
Refinement | Update the Data Import Utility and the Data Export Utility to allow for uploading a file to the category_code_translations table. Note: Since all the rows would already exist, for the “category_code_translation” table ONLY, the utility will allow for updates (not just inserts). It will not delete the data first…whatever is in the file will overwrite the data. This means that for the category_code_translation table ONLY, the “Delete current data first” and “Restrict delete to current company” values are unchecked and read-only. | Utilities | A11-1829 | 308794 |
Refinement | Improved the network file capturing in the Support Tools. | Admin | A11-1825 | |
Bug | Fixed an issue when trying to re-prep a letter when using a language other than English. | Agent | A11-1783 | |
Bug | Updated the New Translation Language Dialog box to be able to use a scrollbar if there are a lot of languages defined in the system. | Admin | A11-1755 | |
Refinement | Address Cleaning and Verification has been updated such that the US Zip code will now automatically generate (including the zip+4 when availble) when necessary data elements are provided (such as when entering the street address, city, and state only. | Agent | A11-1724 | |
Bug | Fixed an issue where Notification Subscriptions couldn't be added if there is no responsibility on the Profile. | Admin | A11-1706 | 305730 |
Bug | Improved the ability to edit Message Center Groups in companies other than SYS. | Admin | A11-1699 | |
Refinement | Updated the Caller section to be able to shrink as necessary if there are not a lot of fields displayed. | Agent | A11-1680 | 278204 |
Bug | Fixed an issue that would prevent accessing a scheduled Favorite that was created in one company, but scheduled in another. Favorites can only be scheduled in their creating company. | Agent | A11-1678 | 302947 |
Bug | Fixed an issue where the breadcrumbs in the Layout Editor would disappear after saving a sub layout. | Admin | A11-1659 | 279273 |
Refinement | Updated Code Migrations to be able to type in a number such as +123 to add 123 days into a date. | Admin | A11-1656 | |
Bug | Fixed the issue where you couldn't remove fields from the Distribution tab of the Case Import Utility. | Utilities | A11-1653 | |
Refinement | Updated the application to be able to support the plus sign (+) in codes (particularly useful for SMS numbers) Note: Updates were only made in Category Code maintenance. The Category Code Rename Utility does not support renaming with a '+' in 12.3. | Admin | A11-1636 | |
Refinement | Updated the Time Frames to be able to enter the dates manually (without clicking on the calendar icon.) | Admin | A11-1539 | 267522 |
Refinement | Emplifi Knowledge Auto Search can now be triggered by Address (A) or Case Enclosure (F) category values. This uses the 'Agent Assist' tab on a Topic in the Knowledge authoring tool combined with the | Knowledge | A11-1529 | |
Bug | Unable to save changes to Subscription tab of Notification Profile | Admin | A11-1520 | |
Refinement | Changed the appearance of the checkbox on Suggested Actions with AutoRun w/o prompt to visibly show that the checkbox is disabled. | Agent | A11-1438 | |
Refinement | Update the case navigation to be Bold for all selections. | Agent | A11-1369 | |
Refinement | Improved the look and feel of the Layout Editor for smaller resolution screens. | Agent | A11-1364 | |
Refinement | Added a new checkbox to Action Definitions so that an action may be suggested multiple times. | Admin | A11-1362 | 270786 |
Refinement | Updated the Data Import Utility to give an error if the import file is a .jpg or .png | Utilities | A11-1337 | |
Refinement | Fixed an error message that appears when trying to change a password without filling in all the fields. | Agent | A11-1289 | |
Refinement | Updated the Address cell on the table on the Recipients tab of the Notification Definition to be a drop-down to make it easier to know what your options are. | Admin | A11-1154 | |
Refinement | Improved a message when a Notification Profile had an invalid category associated with it. | Admin | A11-1152 | |
Refinement | Updated the New Case button to show a message if the system is actively loading a case, to ensure that all the initialization logic is executed. Not properly initializing the case data can cause seemingly unrelated issues (such as suggested actions not properly appearing). | Agent | A11-1047 | |
Bug | Fixed an issue where adding a letter and then deleting it prior to saving would save the letter to the case. | Agent | A11-1039 | |
Refinement | Updates have been made to the Agent Shopify integration based on initial customer deployments. | Integration | A11-989 | |
Refinement | Added a warning in the check-in Address Cleaning and Verification so that if an apartment number is not in a valid range, a warning message will appear. | Agent | A11-527 | 233973 |
Bug | Fixed the Case Contact Method Home Page widget to show data if the system parameter time was not set to hh:mm AM/PM. | General | A11-260 | 161628 |
Refinement | Added a warning if trying to schedule a report/utility in the past. | Reports and Utilities | A11-69 | 143198 |
Bug | Updated the Full Text Search to allow for square brackets to be in the search criteria. (Some codes or descriptions may have square brackets, and previously searching with a square bracket would throw an error.) | Agent | A11-1209 | 265531 |
RC2 Update | Fixed an issue in RC1 where an error appeared if the system had no Knowledge Configurations. | A11-1977 | 332891, 333116 | |
RC2 Update | Fixed an issue where you can’t specify a file name AND a new folder at the same time in the Case Detail Export | A11-1976 | ||
RC2 Update | Added the checkboxes back in so that you can delete rows out of the Notification Subscriptions. | A11-1975 | ||
RC2 Update | Fixed an issue with scheduling reports/utilities when the system had different date formats. | A11-1974 | ||
RC2 Update | Fixed an issue where some sites were unable to click "Update -> New Issue" in Agent Assist. | A11-1973 | ||
RC2 Update | Added the ability to schedule the Data Import and Data Export Utilities. | A11-1964 | ||
RC2 Update | Fixed an issue where Layout Editor Generate Layout dialog may not have automatically selected the current user's language and configuration. | A11-1959 |