Release Notes 13.1
Refer to the sections below to learn about new features and enhancements, general updates, and bug fixes for the Agent version 13.1.
New features and enhancements
Feature description | Area impacted | Project and support tickets |
|---|---|---|
AI Sentiment Analysis: Agent can now automatically detect and display the emotional tone of incoming emails and case text, whether it’s positive, neutral, or negative, directly on the case using an emoji indicator. This gives agents an at-a-glance read on how a customer is feeling without having to read the full message. Cases with negative sentiment can be automatically routed to a designated queue for prioritized handling. Sentiment data is also available for reporting via Case Listing. Note: Requires configuration in Mailbox and Company Setup. | Agent | Project ticket: A11-2527 |
AI Spam Detection: Incoming emails are now analyzed by AI and assigned a spam score. Cases identified as spam can be automatically routed to a dedicated queue, keeping agent queues clean and focused. Agents can also manually mark or unmark individual cases as spam directly from the case interface. Spam scores are available in Case Listing for reporting and filtering. Note: Requires configuration in the incoming Mailbox settings. | Agent | Project ticket: A11-2526 |
Case Merge Notifications: When two cases are merged in Agent, a notification is now automatically sent to the Care team, keeping the right people informed in real time without any additional manual steps. | Agent | Project ticket: A11-2495 |
Documentation Chat (Librarian): A new AI-powered chat feature lets users ask questions about Agent and get instant answers sourced directly from the product documentation, without leaving the application. Instead of searching for articles manually, agents and administrators can type a question and receive relevant guidance in seconds. | Agent | Project ticket: A11-2304 |
Seamless Software Updates (No More Log-Out or Cache Clearing): Agent has been updated so that you no longer need to log out and clear your browser cache or cookies after each software release. Updates now take effect automatically in the background, minimizing disruption for agents during release windows. | Agent | Project ticket: A11-2378 |
Download Multiple Attachments at Once: You can now select any combination of attachments on a case and download them all in a single action, rather than downloading each file individually. This is especially useful for cases with a large number of attachments. | Agent | Project ticket: A11-2572 |
Reply All for Emails: A new "Reply All" option is available when responding to emails in a case. Clicking it automatically populates all relevant email addresses into a new letter section, eliminating the need to manually copy and enter each address. | Agent | Project ticket: A11-2456 |
View Original Email Formatting: Agents can now view an incoming email in its original HTML-formatted layout by clicking a button within the Case Text section. The email opens in a pop-up window that preserves the original styling, images, and structure, making it easier to accurately interpret what the customer sent. | Agent | Project ticket: A11-2455 |
Agent Assist (Session Preserved When Popped Out: When an agent maximizes or pops out the Agent Assist window, the current session and conversation context is now preserved. Previously, doing so would reset Agent Assist back to the homepage, causing agents to lose their place. | Agent | Project ticket: A11-2503 Support tickets: 386965, 390013, 401684 |
Agent Assist (Knowledge Topic Feedback now Includes User Information): When an agent suggests response changes in Agent Assist, the agent's user details and email address are now included in the request. This improves traceability and fosters communication between authors and agents in order to close content gaps faster. | Agent | Project ticket: A11-2502 |
Improved Bot Integration: The integration between Agent and Bot has been enhanced for better communication and reliability between the two platforms. | Agent | Project ticket: A11-2327 Support ticket: 389185 |
Restrict Editing of Shared Favorites: A new security permission allows administrators to control who can modify shared (global) report favorites. When this permission is in place, only the creator of a shared favorite can make changes to it, preventing other users from accidentally or intentionally altering a favorite that others rely on. This permission is not enabled by default and must be explicitly assigned to a security role. | Agent / Admin | Project ticket: A11-2453 |
Block Login Option Restored to User Profiles: The "Block Login" setting, which allows administrators to prevent a specific user from logging in, was previously missing from user profiles in Agent Standard. This option has been restored and works as expected. | Admin | Project ticket: A11-2250 Support ticket: 359156 |
Address De-Duplication Utility Enhancements: The Address De-Duplication Utility now offers two additional matching options: Company Name and Account Number. Administrators have more ways to identify and manage duplicate address records. Additionally, users working in Standard can now delete address records directly through the de-dup utility, bringing it to parity with Agent Classic behavior. | Admin | Project tickets: A11-484, A11-544 Support tickets: 233432, 23793 |
Bug fixes and general updates
Update description | Area impacted | Project and support ticket reference |
|---|---|---|
Product Category Code (C08) Now Populates on Open Cases: The Open Cases page now can correctly display the C08 (Product) category code, resolving a long-standing gap that was preventing the field from populating in certain configurations. | Agent | Project ticket: A11-1547 Support tickets: 272226, 312594 |
Case Attachments: Fixed a performance and security issue where all case attachments were being sent along to the browser when a case was opened. Attachments are now only downloaded when a user explicitly requests them requests them for thumbnail preview. | Agent | Project ticket: A11-2564 |
Case Audit Trail: Fixed an issue in the Case Audit where, after editing a saved case text, the original "addition" event was removed from the audit trail, leaving only the edit entry. The audit now correctly retains a record of both the initial addition and subsequent changes. | Agent | Project ticket: A11-2524 Support ticket: 389349 |
Case Audit Displayed Case Texts: Fixed an issue where the Case Audit displayed case texts in alphabetical order when there were more than nine (showing 1, 10, 2, 3… instead of 1, 2, 3… 10). Case texts are now listed in correct numerical order. | Agent | Project ticket: A11-2523 Support ticket: 389349 |
Case Audit Saving Multiple Changes: Fixed an issue where saving changes to more than one case text at the same time caused the Case Audit to only show the new value for the first case text. All simultaneously modified case texts now display their correct new values in the audit. | Agent | Project ticket: A11-2522 Support ticket: 389349 |
Adding Other Addresses: Fixed an issue where adding or updating a Secondary or Other Address on a case was not being captured in the Case Audit. These address changes are now correctly recorded. | Agent | Project ticket: A11-2499 Support ticket: 389144 |
Deleting Case Text Entry: Fixed an issue where deleting a Case Text entry was not reflected in the Case Audit. Deleted entries now appear in the audit trail as expected. | Agent | Project ticket: A11-2498 Support tickets: 390152, 391790 |
Date Change Field: Fixed an issue where the Case Header "Date Changed" field was not being correctly recorded in the Case Audit trail, showing only one row regardless of how many times the value had changed. | Agent | Project ticket: A11-2466 Support tickets: 386138, 390446 |
Address Fields Not Showing History of Changes: Fixed an issue in the Case Audit where certain address fields (such as email) were only showing the current value rather than the full history of changes. Extended C category fields (issue code and issue detail) were also missing and are now included. | Agent | Project ticket: A11-2445 Support tickets: 381042, 406261, 381590 |
Time-Zone Conversion: Fixed an issue where, for Date-only category fields populated via API, the Case Audit was applying a time-zone conversion to a value that had no time component, sometimes causing the date to display as the previous day depending on the user's time zone. | Agent | Project ticket: A11-2584 Support ticket: 394160 |
Survey Text Minimum Increase: Fixed an error that occurred when trying to save a survey text response longer than 510 characters. The character limit for survey text answers has been increased. | Agent | Project ticket: A11-2465 Support tickets: 386084, 386127 |
Other Address Permissions: Fixed an issue introduced in v13 where users were unable to add a survey to a case unless their security role had INSERT and UPDATE permissions on the OtherAddress security function. Surveys and Other Addresses are now treated as independent permissions. | Agent | Project ticket: A11-2464 Support tickets: 385921, 386689, 387914 |
Action Type Codes 404 Error: Fixed an issue where action type codes that contained a forward-slash (/) in their name failed with a 404 error when selected on a case. | Agent | Project ticket: A11-2459 Support tickets: 384920, 386073, 386351, 386863 |
Notification Codes: Fixed an issue where notification codes containing a forward-slash (/) in their name prevented users from selecting a notification format in a Notification Profile under the Subscription tab. | Agent | Project ticket: A11-2377 Support ticket: 373192 |
Enhanced Code Search: Fixed an issue where the Enhanced Code Search was not returning all expected results for categories that had limit codes applied. | Agent | Project tickets: A11-2440, A11-2393 Support tickets: 362471, 373910 |
Partial Browse Sort Order: Fixed an issue where the Partial Browse Sort Order was not applying correctly when set to alphabetical, and continued to display results in the Code Display Sequence order instead. | Agent | Project ticket: A11-2428 Support ticket: 362262 |
Unhidden Enclosures: Fixed an issue where users were able to select enclosures that should have been hidden by a limit code rule when adding multiple enclosures to a case at one time. | Agent | Project ticket: A11-2309 Support ticket: 365000 |
Adding Multiple Enclosures: Fixed an issue where adding multiple enclosures to a case at once left the Value field blank for each enclosure, even though adding a single enclosure retained the value correctly. | Agent | Project ticket: A11-2290 Support ticket: 361549 |
Delivery Type Entries: Fixed an issue where Delivery Type entries on notification subscriptions could cause notifications to fail entirely. | Agent | Project ticket: A11-1942 Support ticket: 326973 |
InfoCenter Entry Error: Fixed an issue where an error occurred when attempting to create a new InfoCenter entry that contains the word “dispatch”. | Agent | Project ticket: A11-2386 Support ticket: 373523 |
Issue Field Not Being Populated: Fixed an issue where the Issue field on a case was not being populated due to a conflict with the text search process. | Agent | Project ticket: A11-2384 Support ticket: 372703 |
Agent Error Handling: Improved the way Agent handles errors in the error handler service to ensure that warning messages display consistently and follow the standard notification style. | Agent | Project ticket: A11-2508 |
Security Enhancements (Penetration Testing Remediation): Several security improvements have been made in response to penetration testing findings. These include an upgrade to TinyMCE, improvements to the application's Content Security Policy configuration, hardening of the login portal against username enumeration, and remediation of a file path disclosure vulnerability, and the removal of SQL queries from the XML output returned by reports. | Agent / Admin | Project tickets: A11-2396, A11-2397, A11-2398, A11-2399, A11-2404 |
Survey Publishing: Fixed an issue where attempting to publish a survey in a non-SYS company resulted in an error. | Admin | Project ticket: A11-2561 Support ticket: 401698 |
Server Error Message: Fixed an issue where opening the Layout Editor or Home Page Editor displayed a server error message and prevented the editors from loading. | Admin | Project ticket: A11-2535 |
Address Search Rule Changes: Fixed an issue where saving a change to a single Address Search Rule incorrectly updated the "Date Changed" timestamp on all Address Search Rules, not just the one that was modified. | Admin | Project ticket: A11-2312 Support ticket: 365148 |
Config Layouts Reference: Fixed an issue where a config that referenced the layouts of another config displayed an error on screen. | Admin | Project ticket: A11-2507 |
Case Insights Reports: Fixed an issue where the Case Insights report results email was showing an error when the report was run in the background. | Reports & Utilities | Project ticket: A11-2476 Support tickets: 387667, 387668 |
Exported Reports as Tab Delimited Text: Fixed an issue where reports exported as Tab Delimited Text had an extra tab character in the header row, causing the header to have one more column than the data rows. | Reports & Utilities | Project ticket: A11-2470 Suport ticket: 387050 |
Case Review Utility Error: Fixed an issue where the Case Review Utility returned an error when both "Hide Proofed Letters" and "Hide Sent Letters" options were checked and a letter on the case was both proofed and sent. | Reports & Utilities | Project ticket: A11-2469 Support ticket: 385975 |
Advanced Threshold Utility: Fixed an issue where the Advanced Threshold Utility was not displaying the Code-Description1 value in the results grid when that column was selected. | Reports & Utilities | Project ticket: A11-2308 Support ticket: 364509 |
Opening Excels: Fixed an Excel error that occurred when opening .xlsx files generated by certain Jobs. | Reports & Utilities | Project ticket: A11-732 Support tickets: 383288, 248673 |