Release Notes 13.2

Introducing Agent Sidekick:

• A command bar you bring up with ctrl+k (cmd+k)

• Uses natural language for quick case updates, custom commands, natural language search, pattern learning (suggested commands)

Agent

Project tickets: A11-2882, A11-2881, A11-2880, A11-2879, A11-2875, A11-2742, A11-2724, A11-2723, A11-2721, A11-2720, A11-2717, A11-2716, A11-2715,

Added a new Work Time report enabling administrators to view and analyze time spent by users on cases.

Agent

Project ticket: A11-2855

AI Refinement: Added AI Translation capability within the letter/email editor toolbar, allowing agents to highlight text and translate it to another language directly in the composition window.

Agent

Project ticket: A11-2778

AI Refinement: AI Translation results now have the option of being inserted immediately after the original case text instead of being added as the last case text entry.

Agent

Project ticket: A11-2777

AI Refinement: Added automatic AI Case Summarization that triggers when a case is opened, removing the need for agents to manually initiate summarization. Summaries are placed adjacent to the original text.

Agent

Project ticket: A11-2776

Added routing rules for existing case email replies, enabling replies to be directed to different queues based on content/criteria, eliminating the need for multiple mailboxes or manual transfers.

Agent

Project ticket: A11-2707

Added the ability to reorder case texts via drag-and-drop, allowing users to arrange case texts by importance or relevance. Includes a configuration option to opt-in.

Agent

Project ticket: A11-2691

AI Refinement: Added a configurable AI Tone of Voice selector for the case letter rewrite feature, allowing administrators to choose which tone options (friendly, empathic, etc.) are available to agents.

Agent

Project ticket: A11-2690

Advanced Threshold Utility improvements:

• Added drag-and-drop column reordering in Advanced Threshold Utility reports, making it easier to organize selection columns.

• Added configurable email subject and body for threshold alerts, including support for paragraph inserts with product/subject context in the subject line.

• Added partial string matching for Manufacturing Codes in the Advanced Threshold Utility and dynamic favorite reports, allowing matches based on configurable prefix length.

• Threshold alert emails now include an Excel spreadsheet attachment containing all cases in the escalation group, with administrator-configurable columns.

Utilities

Project ticket: A11-2620, A11-2618, A11-2616, A11-2615

AI Refinement: Enhanced the AI Predictions ESP widget to display the first non null entry of textsearch, description1, description2, description3 on hover, giving agents more context about predicted codes.

Agent

Project ticket: A11-2603

Added a download button for Work Items Reports, allowing users to export reports directly from the Work Items view without needing access to report favorites.

Agent

Project ticket: A11-2577

Audit Trail: When case texts are reordered by a user, the change is now recorded in the audit trail for full traceability.

Agent

Project ticket: A11-2886

Fixed inconsistent paragraph spacing in letters caused by mixed HTML paragraph structures after the 13.1 upgrade. Letters now render with consistent spacing regardless of how individual paragraphs were authored.

Agent

Project ticket: A11-2867

Support ticket: 416683

Fixed a bug where the sans-serif font could not be re-selected in the paragraph editor once changed to a different font.

Agent

Project ticket: A11-2865

Support ticket: 429690

Extended the survey_question_translation.question column to match the 4000-character limit of the base survey_question table, resolving truncation errors for translated survey questions.

Agent

Project ticket: A11-2864

Support ticket: 429434

Added an inactivity timer for case work time tracking. When a user is inactive for a configurable period (default 5 minutes), the timer stops automatically, preventing inflated work time records.

Agent

Project ticket: A11-2863

Added a new Case Time To Close report to help administrators measure and analyze case resolution times.

Agent

Project ticket: A11-2857

Fixed an issue where the Product Category Code field and Audit Trail Report did not track changes made via the Product Attribute Data Import Utility.

Agent

Project ticket: A11-2854

Support ticket: 428281

Fixed a bug where issue fields (e.g., Subject) were not populated when opening a case for the first time, caused by text search conflicts matching multiple codes in the category.

Agent

Project ticket: A11-2846

Fixed WAV audio attachments failing to play in the browser. Files now load correctly in the browser's native audio player.

Agent

Project ticket: A11-2842

Support tickets: 426211

Fixed an issue where emails were incorrectly quarantined due to import form warnings (non-errors), causing cases to be created without routing actions. The system now only quarantines on actual errors, not warnings.

Agent

Project ticket: A11-2822

Support ticket: 418637

Upgraded text editor resolving issues with list formatting, paste behavior, and paragraph handling introduced in prior versions.

Agent

Project ticket: A11-2821

Increased the GF2 (Case Text description) character limit from 40 characters to 4000.

Agent

Project ticket: A11-2813

Support ticket: 423363

Fixed a bug where the rows-per-page setting on Case Listing Reports would reset to 25 after sorting a column when the result set exceeded 500 rows.

Agent

Project tickets: A11-2808

Support ticket: 422457

Added support for Five9 Call Attached Variables (CAVs) in the Agent Five9 Connector, enabling custom call variables (e.g., ANI without +1 prefix) to be retrieved and used in case pop templates.

Agent

Project ticket: A11-2798

Fixed the case audit trail to correctly display the actual date/time and user who changed B-code fields, instead of showing the original case creation date and creator.

Agent

Project ticket: A11-2786

Support ticket: 418073

Fixed text editor not properly creating numbered and bulleted lists. Pressing Enter now correctly creates a new list item instead of inserting a line break within the same item.

Agent

Project ticket: A11-2784

Support tickets: 420642; 418800; 421995; 422631;

Increased the Image URL field length on Product codes to support URLs longer than 255 characters.

Agent

Project ticket: A11-2782

Support ticket: 420936

Fixed Category Code Import Utility to correctly retrieve files from subfolders within the Transfer folder, instead of always looking in the root Transfer directory.

Agent

Project ticket: A11-2386

Support ticket: 420070

Fixed quarantined emails issue where warnings were incorrectly treated as errors, preventing case routing actions from being posted.

Agent

Project ticket: A11-2769

Support ticket: 418637

Consolidated custom Case Audit fixes from 13.1 into standard: corrected XML payload crash for Other Addresses, fixed audit history for deleted case-level fields, deleted dynamic address codes, Address Phones history, and system rename chains.

Agent

Project ticket: A11-2759

Address Phone additions and deletions are now captured in the system_audit table, providing full audit trail coverage for phone record lifecycle changes.

Agent

Project ticket: A11-2756

Addressed the missing 'Paste as Text' button in the Case Letter text editor following the upgrade.

Agent

Project ticket: A11-2750

Support ticket: 418453

Fixed a bug where accepting a suggested enclosure via a Macro incorrectly displayed 'The enclosure value cannot be changed in multi-currency mode' even when the value was valid.

Macros

Project ticket: A11-2699

Suport ticket: 415927

Fixed a bug where SSO users with NULL passwords were unable to reset their non-SSO password via the Forget Password link.

SSO

Project ticket: A11-2469

Support ticket: 416029

Fixed the Case Audit to correctly show when a contact is deleted from a case. Previously, deleting a contact left no trace in the audit trail.

Audit Trail

Project ticket: A11-2308

Added the ability to report on time each user spends on a case, with metrics and dimensions available in Unified Analytics.

Reports & Utilities

Project ticket: A11-2693

Fixed the editor automatically wrapping content in <p> tags, which caused HTML tags to appear in email subject lines when using Standard Paragraphs.

Agent

Project ticket: A11-2689

Updated Agent to support Agent Hub integration, enabling connectivity between Agent and the broader Emplifi suite.

N/A

Project ticket: A11-2681

Fixed the case audit trail to correctly log all changes to 'Other Address' fields with proper timestamps, instead of replacing previous entries with the latest update.

Audit Trail

Project ticket: A11-2680

Support ticket: 414706

Fixed case-level fields (e.g., Follow Up Date) losing their entire audit history when the current value is deleted. All historical entries now remain visible.

Audit Trail

Project ticket: A11-2679

Support ticket: 414666

Fixed dynamic address codes (A26) losing audit trail entries when values are updated or deleted. Full change history is now preserved.

Audit Trail

Project ticket: A11-2678

Support ticket: 414665

Fixed a bug where saving a new case automatically created a blank Contact List entry on the Caller Card without user interaction.

Agent

Project ticket: A11-2676

Support tickets: 414361

Fixed the 'Reply All' feature incorrectly including the TO address in the recipient list when the mailbox email address uses uppercase characters.

Agent

Project ticket: A11-2653

Support ticket: 412273

Fixed a discrepancy where the Case Audit (hamburger menu) and Case Trail Report only showed the final value of verbatim field edits, while the Audit Trail Report correctly showed all intermediate changes.

Audit Trail / Reports

Project ticket: A11-2631

Support ticket: 409676

Fixed Case Audit displaying incorrect dates for 'changed_by_user_code' entries”now correctly shows the actual change date rather than the case creation date.

Audit Trail

Project ticket: A11-2650

Support ticket: 412088

Fixed a critical bug where a single failed notification in a batch would prevent all subsequent notifications in the same batch from being processed. Each notification now processes independently.

Agent

Project ticket: A11-2649

Support ticket: 411309

Fixed voided checks to retain their original Batch ID and Date Picked values on the case enclosure, allowing the historical reference to be preserved when new checks are issued.

Agent

Project ticket: A11-2646

Support ticket: 377119

Fixed Display Sequence changes not saving on Country (AF6) codes. The system now correctly persists sort order changes.

Agent

Project ticket: A11-2645

Support ticket: 411441

Fixed Prep Tags not extracting full multi-line text from import form fields when the text content contains tag delimiter characters.

Agent

Project ticket: A11-2629

Fixed the File Maintenance Utility search box being unresponsive or clearing input after 2-3 characters.

Utilities

Project ticket: A11-2625

Support ticket: 410355

Added the ability to pull notification recipients from address codes in the Advanced Threshold Utility, eliminating the need to create separate ATU favorites for each recipient group.

Utilities

Project ticket: A11-2621

Fixed the AI Summary feature returning results in incorrect languages (Polish, Spanish, Hebrew)

Agent

Project ticket: A11-2612

Support ticket: 409892

Fixed the Store Locator (Power Locator) not copying selected store data to the case when operating under a non-SYS company context.

Agent

Project ticket: A11-2597

Fixed a bug where saving a report favorite with the same name as an existing folder caused the folder to disappear. The system now prevents duplicate naming.

Agent

Project ticket: A11-2590

Fixed an issue where Special Report Columns (SRC) could be created without 'SR' in the name, making them unusable in reports. The system now validates that the code begins with 'SR'.

Agent

Project ticket: A11-2587

Support ticket: 406253

Added tracking for when agents click on InfoCenter entries within a case, enabling reporting on InfoCenter usage.

Reports

Project ticket: A11-2580

Fixed a disparity between Print Form and Letter outputs for translated product codes. When a translation is missing, the system now falls back consistently rather than showing blank values.

Agent

Project ticket: A11-2576

Support ticket:

Added a new security function of w_case-case_text to provide granular control over adding and editing General Text Cards on cases, independent of other case permissions.

Admin

Project ticket: A11-2573

Fixed a bug preventing users from adding more than 5 choices to a survey question after deleting existing choices.

Agent

Project ticket: A11-2569

Support ticket: 404776

Fixed Report Favorites growing exponentially in size with each save. Added cleanup logic to remove redundant embedded data.

Agent

Project ticket: A11-2565

Changes made to Limit Code Rules are now tracked in the system_audit2 table, providing an audit trail for rule modifications.

Audit Trail

Project ticket: A11-2558

Fixed suggested enclosure filters not being applied when triggered from the Suggest Enclosures menu.

Agent

Project ticket: A11-2557

Fixed the Address Redaction Utility failing with SQL Error 8152 when the 'Codes to Redact' list includes a 'Same As' Category ID with a verbose internal name exceeding the column limit.

Utilities

Project ticket: A11-2555

Fixed broken documentation link on the Advanced Normalization Data Translation Utility page to correctly point to the proper URL.

Utilities

Project ticket: A11-2542

Support ticket: 387106

Increased the Case Text field UI limit beyond 32,000 characters to align with the database's 2GB capacity, resolving errors for API users and agents with large text entries.

Agent

Project ticket: A11-2525

Support ticket: 393226

Fixed mandatory field validation being bypassed on Other Address cards when the triggering field is set after the card is added. Validation now applies consistently regardless of workflow sequence.

Agent

Project ticket: A11-2521

Support ticket: 389142

Fixed the Mass Mailer/Batch process where enclosures associated with email letters caused exceptions during batching.

Admin

Project ticket: A11-2509

Support ticket: 397727

Fixed the New Notification dropdown list to respect configured sort order instead of always sorting alphabetically by code name.

Agent

Project ticket: A11-2471

Fixed the 'Complete All' button for pending actions to correctly complete all listed actions, instead of only completing the first one and leaving the rest pending.

Agent

Project ticket: A11-2449

Support ticket: 378194

Improved the AI Reply Assistant error message to display descriptive message.

Agent

Project ticket: A11-2388

Fixed issue fields not being populated during automated tag processing when text search matches multiple codes. Tag resolution now correctly identifies the intended value.

Agent

Project ticket: A11-2384

Fixed an issue where users were unable to dismiss cases when a code on the case was changed to a value outside their User Personal Filter, even though they had the case open.

Agent

Project ticket: A11-2343

Support ticket: 364611

Fixed voicemail WAV attachments not auto-playing in the browser when logged in via SSO. Files now stream correctly without requiring download.

Agent

Project ticket: A11-2284

Support ticket: 360823

Fixed Dependent Codes administration page where column filters were unclickable and pagination failed to load additional codes beyond the first page.

Project ticket: A11-2276

Upgraded PC Email Service and redesigned it as a worker service for improved performance.

Project ticket: A11-2271

Fixed emails being sent multiple times to valid recipients when one address in a multi-recipient list is invalid. The system now handles partial delivery failures without resending to successful recipients.

Project ticket: A11-2039

Support ticket: 333079

Fixed the 'Block Other Survey' security role function to correctly prevent users from updating surveys that belong to another responsible rep.

Project ticket: A11-1895

Increased the size of the Custom Configuration Editor window to better utilize available screen space and reduce the need for scrolling.

Project ticket: A11-1523

Support ticket:

Added ability to search by last name in the Search Addresses in Send Letter Options

Project ticket: A11-2824

Support ticket: 423088