Production Release v12.2
The following new features, bug fixes, and general enhancements have been added to the Agent 12.2 version. The majority of these updates are available to use/implement immediately, but as noted some may require specific software subscription and/or services to deploy.
Pre-production release notes have been updated to reflect items added/updated for Release Candidate 2 (RC2) and the 12.2 production release.
New documentation site
Agent’s product documentation has been migrated to the new documentation site and is available in two versions:
Production - https://agent-docs.emplifi.io/home/Production/
Training - https://agent-docs.emplifi.io/home/Training/
You can toggle between the two version at any point on any page.
The old Emplifi Agent documentation site is still available to ensure a smooth transition. We will inform you about the deprecation schedule in due course.
Summary of new features/enhancements
New Feature Description | User Impacted | Project Reference | Support Ticket Reference |
|---|---|---|---|
Enhance the Genesys connector to map case id to participant data | Integration | A11-977, A11-1624 | |
Shopify Integration provides ability to search for and view orders from within a case. Requires subscription and deployment project. Feature set can be extended via Services project. | Integration | A11-989 | |
Realtime API for Case provides ability for other applications (such as Emplifi Bot and third-party telephony systems) to offer “suggested” data elements to users of Agent while working on a live case. Requires subscription and Services project. | Integration | A11-993 | |
Agent data is now available in our Unified Analytics Platform along with two initial dashboards for Contact Center and Product Performance which will be available in limited release prior to GA in mid-2024. Requires subscription and possible Services project for custom dashboard development. | Reporting | A11-996 | |
The integration between the Emplifi's Social Marketing Cloud has been enhanced to utilize the Care module and include:
| Agents | A11-1478, A11-1572, A11-1573 | |
User Inactivity Utility has been created that displays user login information and provides the ability to lock and/or deactivate users based on days of inactivity. | Administrators | A11-1530 | |
Added CSV as an export option for reports and utilities (including Jobs and scheduled Favorites). | Administrators | A11-1533 | |
Created the the Case Detail Print option in the Case Export Utility. | Administrators | A11-1535 | |
Added a new checkbox to the Address Redaction Utility for "Skip the address if associated to an open case" (which will default to checked) so that addresses will be skipped by default if the address is still associated with an open case. | Administrators | A11-1554 | |
The single-line address lookup feature will be expanded to provide country-specific mapping of address elements and additional testing/troubleshooting features. RC2 Update | Agents | A11-1566, A11-1701, A11-1779 | 305249 |
The Case Audit Report (added in 12.1) has been enhanced to provide visibility of complete update history of a case. This includes all “record-level” adds/updates as well as current values and changes for individual category/fields. The original “Case Audit Trail” report is still available (which provides specific changes to elements that are stored in the audit-trail tables). | Reports | A11-1642 | |
The Agent documentation “Help” has been moved to a new location used for all Emplifi documentation. Context links within the Agent software will now be directed to the new location. Any link manually saved outside of the software will need to be manually updated. | All | A11-1702 | |
Added an option to the Address Redaction Utility to "Include records that have already been redacted". By default, this will not be turned on. | Administrators | A11-1717 |
Bug fixes and general updates
These bugs, enhancements, and general updates are available in 12.2.
Update Type | Update Description | User Impacted | Project Reference | Support Ticket Reference |
|---|---|---|---|---|
Bug | Updated the system so that when a code is deleted it will also be removed from related suggestions, limit codes, and other related areas. | Administrators | A11-16, A11-126, A11-1463 | 110353, 266134 |
Enhance | Better support for international phone numbers by removing "extension formatting" of phone numbers that are > 10 digits: “+16145062137” will not turn into “161-450-6213 x7” | Agents | A11-483 | 233919 |
Bug | Fixed an issue where the Batch filter could batch letters on different issues on the selected case. Now, if issue filter criteria is specified, it will only send letters if they have an associated issue that matches the filter criteria. | Administrators | A11-927 | 253873 |
Bug | When opening an existing case due to a case getting escalated from Bot, if address elements are provided by the BOT, an address merge dialog will appear to confirm field updates/changes. | Agents | A11-933 | 255660, 268691 |
Bug | Block merging cases if the "target" case is locked for edition. Previous versions would only support this behaviour if the "Merge Interactions" checkbox was applied. | Agents | A11-969 | 255080 |
Bug | Allow for an option of updating redacted case text to have "Redacted" or "Redacted on <date>". | Administrators | A11-1025 | |
Bug | Fixed an issue where actions could be duplicated in the same ESP card. | Agents | A11-1076 | 255827, 259822, 260778, 267564 |
Bug | Fixed issues on Suggestion and Limit Code tables that use server side paging where things might not be able to be saved or items may not be able to paged through. | Administrators | A11-1077, A11-1571 | 260678, 312324, 278705 |
Bug | Fixed an issue where a queue would not appear in the drop down for Queue Details if the queue had a slash in the name. | Agents | A11-1131 | 262380 |
Enhance | Enhanced the Action Processor to be able to run Prep Tags in defined in the action. | Administrators | A11-1158 | 255297, 260571, 262517 |
Bug | Fixed an issue on the Infocenter attachments tab in App Setup where the first option in the Dynamic favorites was always getting selected initially. | Administrators | A11-1169 | |
Bug | Added a warning if you try to add duplicate values in the Configuration for Address "Elements to Copy from Case" | Administrators | A11-1181 | |
Bug | Adjusted the width used in the UI for Category Labels so that they match the database column (so they don' show up as invalid if over 16 characters.) | Administrators | A11-1200 | 263732 |
Bug | Updated the Mass Mailing Utility to allow fields like "Responsible Rep" and "Address Language ID" to work. | Administrators | A11-1211, A11-1409, A11-1479 | 265607, 272461, 276545 |
Update | Added "AA" for Armed Forces Americas (Central and South America) to the list of states in the United States. | Administrators | A11-1227 | 265659 |
Bug | Fixed problems where the Company Responsibility was set to "Do Not View" and users could still see cases from that company. | Agents | A11-1256 | |
Bug | Updated the "Selected Recipients" dialog so that emails would be unchecked after they have been moved to a To/Cc/Bcc box | Agents | A11-1269 | |
Bug | Added validation to folder names in Favorites. | Administrators | A11-1275 | |
Bug | Fixed the "Copy Favorites from User" dialog to clear out the list of favorites after deselecting the user. | Administrators | A11-1298 | |
Bug | Improved performance issues displaying Notification Profiles page in Administration. | Admin | A11-1305 | |
Bug | Error message will no longer be displayed when using ‘Create Case for Address’ feature if ‘state’ is populated for the address record if a default country is not specified. | Agents | A11-1315 | 264955 |
Bug | Updated the system so that if a language is added without a TranslationList, it won't show an white screen when trying to access Agent. | All | A11-1350 | |
Enhance | Enhanced the Action Processor Utility to allow for fully defining an action (including notes), as well as allowing for "Set Case Codes" to work with all types of category types. | Administrators | A11-1357 | |
Bug | Fixed the help link when you select the help file icon when on a "Letter Type" field in the Admin Section. | Administrators | A11-1371 | |
Bug | Fixed the color of the text on the interaction panel to be more readable. | Agents | A11-1374 | 272033, 272034, 272068 |
Bug | Fixed the received date on the Queue Details screen so that the timezone is in the timezone of the agent instead of the timezone of the server. | Agents | A11-1377 | |
Enhance | Expanded length for code and description values. Updated all A, B, C, E, J, P, and U columns in the database to be able to save up to 4000 characters. The system_config_map.target_code1 and survey_question.question columns were also extended. RC2 Update | Administrators | A11-1379, A11-1514, A11-1684, | |
Bug | Fixed the Send on Send Letter Options to prevent the letter from being sent if the Letter Type has "Manual Handling" set to "None/Batch Only". | Agents | A11-1442 | |
Bug | Updated Reports to support filtering on Special Report Columns. | Reports | A11-1446 | 273735 |
Bug | Improved the look of Knowledge tables in Agent Assist by adding gridlines around the cells. | Agents | A11-1449 | |
Update | Improved the look of Knowledge tables in Agent Assist by adding gridlines around the cells. | Agents | A11-1449 | |
Bug | Users are no longer redirected back to SSO login on error | Agents | A11-1464 | |
Bug | Fixed issue where the enclosure value limit error was being triggered even if the enclosure total is below the limit | Agents | A11-1492 | 277153 |
Bug | Fixed the help link when trying to click the Help icon on the Address Search page. | All | A11-1501 | |
Bug | Updated Administration so that when changing a password through Administration it follows the system policy for passwords. | Administrators | A11-1509 | |
Bug | Improved support for "Extended Categories"
| Agents | A11-1511, A11-385, A11-626 | 138471, 202377, 249680 |
Update | Updated the watermark on the redacted elements on a Redacted case to show "Redacted on <date>" | Agents | A11-1555 | |
Bug | Fixed an issue with PCEmail when an email comes in for an existing case, but the case ID was too large, it was crashing PCEmail. Now, we will create a new case. | Administrators | A11-1558 | 281893, 299537 |
Update | Added a "Custom DLL Version" to the Window Details dialog. | Administrators | A11-1561 | |
Update | Added the Description to the Security Role Functions layout | Administrators | A11-1562 | |
Bug | Fixed Action Processor filtering when using Enhanced Filtering and there were more than 3 levels of logic. | Administrators | A11-1578 | |
Update | The Twitter icon in Address Contact List will be updated from the ‘bird’ to the 'X' | Agents | A11-1583 (RC2) | |
Bug | Improved the manipulation of hyperlinks in Knowledge topics in Agent Assist so that anchor tags should always work. | Agents | A11-1595 | 278435, 299329 |
Bug | Updated the "Edit Layout" button on the Window Details dialog so that it only appears if you have w_maint_datawindow permission. | Administrators | A11-1599 | |
Bug | Fixed the "globe" icon on Surveys to allow for switching between the language of the caller and the language of the agent. | Agents | A11-1623 | |
Bug | Updated some typos in the Hebrew language translation that prevented layouts from being regenerated. | Administrators | A11-1626 (RC2) | |
Bug | Fixed the dynamic placeholders in the Text Keywords (G02) to properly replace with information from the case. | Agents | A11-1627 | |
Bug | Updated the IssueProductEspH ESP layout so that the category description1, description2, and description3 (and their translations) are available on the ESP card. | Agents | A11-1661, | |
Bug | Fixed the Search box for Emplifi Knowledge in Agent Assist to run against the selected Emplifi Knowledge as opposed to the default Emplifi Knowledge. | Agents | A11-1692 | |
Bug | Integration with Emplifi Knowledge now provides the ability to link to updated Knowledge CSS, allowing for improved formatting of Knowledge content displayed in Agent. | Agents | A11-1721 | |
Update | Integration with Emplifi Knowledge now provides the ability to link to updated Knowledge CSS, allowing for improved formatting of Knowledge content displayed in Agent. | Agents | A11-1721 | |
Bug | Case search functionality will now restrict opening the cases which don't have required permissions based on "Do Not View" security role | Agents | A11-1725 |
Updates for Release Candidate 2 (RC2)
These bugs, enhancements, and general updates were introduced/updated for 12.2 RC2. Issues that were introduced in RC1 are denoted as such (and may not appear in Production Release Notes when 12.2).
Update Type | Update Description | User Impacted | Project Reference | Support Ticket Reference |
|---|---|---|---|---|
RC1 Update | Extended length of Address extended categories (AFA, AFB, AF1 etc) as wall as “standard” categories (A01, A02, A03 etc.) | Admin | A11-1812 | |
RC1 Update | Fixed "access denied" errors in RC1 when running the Case Export in Case Detail mode. | Admin | A11-1804 | |
Update | Added additional logging to PCEvent | Admin | A11-1785 | |
Update | Updates to the PCEmail service:
| Admin | A11-1707 A11-1757 A11-1646 | |
Update | Updated the Twitter icon (replace bird with 'x') | All | A11-1583 | |
Enhance | Added the ability to map fields returned from the Single Address Lookup provider (Loqate or Melissa Data) to Agent. Mapping can be defined at the default and country level. This allows for more details to be mapped (such as Company and County) and allows for country/implementation specific adjustments. | Admin | A11-1566, A11-1701 | 305249 |
Bug | Updated some typos in the Hebrew language translation that prevented layouts from being regenerated. | All | A11-1626 | |
RC1 Update | Custom DLL reported in Window Detail (Ctrl+Q) updated to reflect DLL loaded on website config. | Admin | A11-1810 | |
RC1 Update | Fixed an issue running the Case Export in Detail mode when there are no translations for the Standard Paragraph and the Standard Paragraph has "requires translations" checked. | Admin | A11-1797 | |
RC1 Update | Fixed some instances where CTRL+M did not go all the way to the selected code. | Admin | A11-1776 | |
Bug | Fixed an issue saving changes to Survey Choices | Admin | A11-651 | 143359; 242862; 265564 |
RC1 Update | Include extended address categories (AF1, AFA, AF8, etc) to list of elements that have been increased to allow for up to 4,000 characters | Admin | A11-1812 |