Production Release v13.0
The following new features, bug fixes, and general enhancements have been added to the Agent 13.0 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.
Summary of new features/enhancements
New Feature Description | Area/User Impacted | Project Reference | Support Ticket Reference |
|---|---|---|---|
Added ability to access Agent Assist without creating/opening a case | Agent | A11-2164 | |
Added the ability to sort the queues on the Home page by sequence number | Agent | A11-2313 | |
Added the ability to add Bookmarks to Agent Assist topics per user | Agent | A11-2301 | |
New report that uses AI to draws insights from multiple cases | Reports & Utilities | A11-2263 | |
Added the ability top associate an email reply to New Issue | Reports & Utilities | A11-2246 | |
Added a new feature of Macros for Advanced Suggestions | Admin | A11-2243 | |
New feature to display cases in a timeline format, with an option to use AI to summarize the case. | Agent | A11-2303 | |
Added the ability to use AI to predict Reason (C05) and Product (C01) and other category codes in ESP | Agent | A11-2287 | |
Added the ability to turn on Two Factor Authentication on Agent for users on non-SSO systems | Admin | A11-2281 | |
Added support for w_maint_datawindow to restrict access to Layout and Home Page editors in Standard | Admin | A11-2256 | 359246 |
Added the ability to add the Reviewed By field on a Case Layout. | Admin | A11-1743 | 308116 |
New SQL function to return Business Hours in floats, so that the column can be sorted and filtered in reports | Reports & Utilities | A11-2293 | 361162 |
Updated the audit trail to start recording category code text search changes in administration, and also started showing category code translation changes in the Audit Trail Report | Agent | A11-2265 | 360445 |
Enhanced the Case Audit Trail Report on both the Case and in the Case Audit Trail Report | Agent | A11-2223 | |
Added the ability to add ZA7 (allow survey) to the system as a normal category and added the ability to set the default | Admin | A11-1845 |
Bug fixes and general updates
These bugs, enhancements, and general updates are available in 12.4.
Update Type | Update Description | Area/User Impacted | Project Reference | Support Ticket Reference |
|---|---|---|---|---|
Bug | Fixed an issue editing layouts if the language had a dash in the ID | Admin | A11-2348 | |
Bug | Fixed an issue where if the Opening Statement of Knowledge in Agent Assist had accordions, and the dialog window was closed and then reopened, the accordions didn't show up correctly | Agent | A11-2324 | |
Bug | Fixed an issue when deleting paragraph from standard letter, any other paragraph with same BKnumber was also deleted | Agent | A11-2300 | 364089 |
Bug | Fixed an issue where the Enhanced Code Search didn't work well if there were Limit Codes on that category | Agent | A11-2285 | 360215; 361950; 362041; 362471 |
Bug | Fixed the shortcut keys Ctrl+F8 for Clear Address and Ctrl+F7 for Address Search | Agent | A11-2251 | |
Bug | Fixed an issue where Business Hour Calendars couldn't be saved if system did not have a System Time Zone defined | Reports & Utilities | A11-2244 | |
Refinement | Removed any extra spaces that could appear when using "full_name" as a paste insert in letter preparation | Agent | A11-2227 | 357816 |
Bug | Fixed an issue where subscriptions could be blocked from getting added if one had been deleted | Admin | A11-2225 | 356954 |
Refinement | Updated Address Redaction to call the Smart Search Reindex Utility for each address redacted | Reports & Utilities | A11-2202 | 355286 |
Bug | Fixed an issue where you could not select a State/Province from the non-default country when adding new code map code values | Agent | A11-2199 | 354283 |
Refinement | Updated the configuration to prevent the admin from saving the “Default Case values on New Case For Address” as being checked if there are no categories selected in the “Elements to copy from Case” section | Admin | A11-2182 | |
Refinement | Increased the length of the field for Description, Description2, and Description3 to be 255 characters on the product code translations tab | Admin | A11-2142 | 351247 |
Bug | Fixed an issue where the schedule would get adjusted by a time zone difference every time it was viewed and saved | Admin | A11-2136 | |
Bug | Fixed Mass Mailing Utility to allow the Filter Type to work when set to DELETE | Reports & Utilities | A11-2118 | |
Bug | Fixed an issue where a slash (/) in queue name caused issues on pages like the Responsibilities tab in Administration | Admin | A11-2116 | 346030 |
Bug | Fixed the Enclosure Listing Report to work with non-SYS companies | Reports & Utilities | A11-2092 | 344400 |
Bug | Fixed an issue on scheduled report favorites where the file name on favorite overrides file name on the schedule | Reports & Utilities | A11-2088 | 343383 |
Refinement | Added two new options to the Options screen of the Case Review Utility: "Hide Proofed Letters" and "Hide Sent Letters", which can be used to filter out proofed and/or sent letters from the results | Reports & Utilities | A11-2074 | |
Bug | Fixed an issue where an extra tab would be on TSV files when the following reports were exported: Case Listing, Affiliate Listing, SQL Select, Activity Exception, Enclosure Listing, Address Listing, and PCAS Log Reports | Reports & Utilities | A11-2027 | 330538 |
Refinement | Updated the Cases Being Edited Utility to take timezone into account when running the utility | Reports & Utilities | A11-2003 | 306236 |
Refinement | We will block the user from being able to post an action that would close the case if there are missing "Close Mandatory" fields | Agent | A11-1774 | |
Refinement | Added a scrollbar (when needed) to the Queue Details page | Agent | A11-1716 | 299202 |
Bug | Fixed an issue when trying to add multiple codes for Time Frames at once | Admin | A11-1277 | |
Refinement | Enforced the following security functions that worked in Classic but not Standard:
Also added the "OtherAddress" security function to allow restriction of Other Addresses (Insert, Update, Delete). This security function has been added to existing security roles using the same permissions as SecondaryAddress | Admin | A11-1788 | |
Refinement | Fixed a typo of Emplifi | Agent | A11-2299 | |
Refinement | Updated the toaster message for Favourites to be more clear | Agent | A11-2141 | 351366 |
Refinement | Added the ability to show NULL for null fields on the SQL Report | Agent | A11-2091 | |
Refinement | Updated the default setting so that FieldList does not get run automatically at log in time to improve performance and stability. If you would like to return to having FieldLists rebuilt at log in time, please contact Support | Agent | A11-2065 | 342310; 339123; 338071 |
Refinement | The Address Redaction Utility will now redact the CC and BCC fields from letters if the "redact letters and emails" is checked | Agent | A11-2314 | |
Refinement | Updated the logs so that a subdirectory for the date will be added, to improve performance and aid in finding a specific log file. For example, the Action Processor might now show ActionProcessor\20251029\ActionProcessor20251029<timestamp>.log | Agent | A11-2258 | |
Bug | Fixed an issue where you could manually post a Transfer action without the save mandatories filled in | Agent | A11-2249 | |
Bug | Fix to correctly translate codes for Advanced Normalization import | Agent | A11-2325 | 366018 |
Bug | Fixed an issue where the user had issues saving hours when they cross midnight in the system time zone | Agent | A11-2238 | |
Refinement | If Mailers doesn't match an address, we fill in any missing fields with the data from the web form instead of clearing it out | Reports & Utilities | A11-2228 | 357077 |
Refinement | If you try to do the Convert and Clear on an address that has no contacts in the Contact List, an error occurs | Reports & Utilities | A11-2087 | 342735 |
Bug | Fixed an issue on the the Calendar Administration page to prevent loss of changes when switching tabs before saving | Admin | A11-2229 | |
Bug | Fixed an issue with the Enhanced Code Search if a Limit Code is on the field when it was only returning a single item | Agent | A11-2089 | 338718 |
Refinement | Updated the notification that appears with RealTime updates on Case Text update so that it won't show a new notification if an existing notification is on the screen. This prevents multiple of the same notifications from appearing at the same time | Agent | A11-2400 | |
Bug | Fixed the ability to sort on Notification Subscriptions table | Agent | A11-2143 | |
Refinement | Added the ability to automatically update the LastID for Address IDs if it gets out of sync | N/A | A11-2109 | 347332 |
Refinement | When Category Codes get renamed, the case gets updated. Updated the Case Audit Trail to show that rename in the Audit Trail results for the case | Agent | A11-2392 | |
Refinement | Translated the "No Response" option in surveys | Agent | A11-2129 | |
Refinement | If a user is given the w_util_file_maintenance_results_folder security function, they will have the ability to see the "Results" folder in the File Maintenance Utility | Agent | A11-1963 |