Production Release v13.0

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

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:

• SecondaryAddress (Insert, Update, Delete) for updating Secondary Addresses

• w_maint_system_user_self (Select) for viewing/editing User Options

• w_other_user_info (Select) for viewing Logged In Users

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

RC2 Update

Added a new SQL function that can be used to calculate the Business Hours between two dates that can be used in a Special Report Column for sites that do not have a System Time Zone set.

Agent

A11-2422

RC2 Update

Improved error handling in Agent Assist after navigating to other topics and then returning to the Opening Statement and trying to bookmark the Opening Statement.

Agent

A11-2430

RC2 Update

Fixed an issue after saving a mailbox config, the changes would be saved but the Save button stayed blue and you got a warning about unsaved changes when navigating away from the page.

Agent

A11-2423

RC2 Update

Fixed an issue where the case page sometimes wouldn't show the case and issue section.

Agent

A11-2431

RC2 Update

Fixed the Suggest EK Topics option in the application menu

Agent

A11-2418

RC2 Update

Fixed an issue where if you clicked Enter or Submit after entering the TOTP token on login you might get a 400 error.

Agent

A11-2424

RC2 Update

 Fixed an issue where you couldn't save macros in the "root" Macro Definitions folder.

Admin

A11-2432

RC2 Update

Fixed the error message that should be shown when creating a macro but not selecting a driving category.

Admin

A11-2433

RC2 Update

Fixed the Case Timeline to support descriptions on non standard category fields like Product and Action Type.

Admin

A11-2435