Production Release v12.4
The following new features, bug fixes, and general enhancements have been added to the Agent 12.4 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 |
|---|---|---|---|
We've made several improvements to the AI features and usability of the system:
Summary & Letter Assistant Improvements:
These updates enhance usability, AI interactions, and configuration flexibility. Don’t forget to check the online help for more details! | Agent | A11-1951 | |
Added ability to change the input in the text area on the AI Assistant dialog and select Modify to send new data to AI. | Agent | A11-2005 | |
Provide ability to view inbound email (case text entry) in a pop-out window | Agent | A11-1989 | |
Added the ability to provide an Agent S3 path as the file name while scheduling reports. (Note that this will overwrite an existing file that already exists at that same path.) | Agent | A11-2011 | |
Enhanced the AI integration an allow administrators to validate and preview AI metadata. | Admin | A11-2063 | |
Enhanced Agent to prevent SSO users from logging into non-SSO site. We are now showing an error message when on an SSO enabled site the user tries to navigate directly to the Agent login page. | Admin | A11-2113 | |
Adding additional logging to PCEmail when an email is moved to quarantine. | Admin | A11-2125 | |
Enhanced the Social Care integration, including giving Social Care the ability to assign a queue to a case in Agent on message updates | Integrations | A11-2126 | |
Enhanced the Frequency report so that if the Threshold value is set to 0, we will still respect the filter criteria and only show the code if it meets the filter criteria. | Reports & Utilities | A11-2132 | |
Enhancements to the Case Purge Utility:
| Reports & Utilities | A11-2146 | |
Added support for retrieving migration codes from Knowledge for branched topics when selecting Update Case. | Agent | A11-2176 | 353393 |
Made multiple updates to the Message Center Widget, including hovering over the subject field to see the full message and added options to delete multiple messages at once. | Agent | A11-244 | 143262 |
Improved the code search functionality in Case Entry, where entering multiple search terms narrows down the results rather than expanding the list. Now, words in any order can be used in the search without requiring exact matches or a specific order in the description, making it easier to find relevant codes, especially for categories like Product and Reason. This enhancement also allows exclusion of specific terms and improves search efficiency. Please note that this is an optional enhancement that needs to be turned on. | Agent | A11-515 | |
Added support for managing multiple Calendars in Agent (BUSINESS HOURS) under Administration → System Setup → Report Configuration → Calendars. This new page allows administrators to create and manage multiple calendars, each with Standard Hours and Exceptions tabs. Standard Hours displays the admin's current time zone and allows setting hours for each day of the week. Exceptions are organized by year, with a dropdown to view or add exceptions for specific years. This update provides greater flexibility in scheduling and reporting configurations. | Agent | A11-2082 | |
Added a stored procedure to calculate the amount of Business Hours elapsed between two dates, using a specified Calendar. This feature allows a special report column to be created that calls the stored procedure, passing in two date columns and a calendar, enabling accurate business hour calculations based on the selected calendar for reporting purposes. | Agent | A11-2084 |
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 where you got an error when navigating to recently created Survey answers of type Multiple. | Admin | A11-1300 | |
Bug | Fixed an issue to hide the time when selecting "Do not show time" in the Frequency Report. | Reports & Utilities | A11-1443 | |
Refinement | Updated Frequency Reports to display folders if the "Threshold" is set to 0, even if there are no items reported for that folder. | Reports & Utilities | A11-1457 | |
Bug | Fixed an issue where Case Data Export Utility wasn't sending email to the distribution list when scheduled. | Reports & Utilities | A11-1487 | 266196 |
Bug | Fixed an issue where the survey result export utility did not respect specified code level set in Row Details | Reports & Utilities | A11-1557 | 279779 |
Bug | Fixed an issue where the addresses disappeared from the UI in Standard if the same address was used as both the Caller and an Other address. | Agent | A11-158 | |
Refinement | Updated Manage Favorites to fix the links if you were looking at My Favorites in a language other than English. | Agent | A11-1708 | |
Bug | Fixed an error when using Surveys and multiple choice answers. | Agent | A11-1718 | |
Bug | Fixed an issue where admins were unable to modify the date format in ESP | Admin | A11-1728 | |
Bug | Fixed an issue with survey where multiple choice question in combination with skipping questions (branching) | Admin | A11-1730 | |
Refinement | Data Import Utility: Clicking on "Restrict delete to current company" label selects "Input file contains header row" checkbox | Reports & Utilities | A11-1826 | |
Bug | Fixed an issue where suggestions in ESP may not have been removed when an issue was deleted. | Agent | A11-1906 | 325038 |
Bug | Fixed an issue where the Date Sent field was not updating when a letter was resent. | Agent | A11-1929 | 314321 |
Refinement | Agent now blocks the UI from allowing CF1 and CF9 from being used as extended C categories, since those are already in use. | Admin | A11-1955 | 329143 |
Refinement | Fixed the Advanced Threshold Utility to be able to send outbound email using Graph. | Agent | A11-1967 | |
Refinement | Updated the Default Value for a category to accept more than 40 characters. | Admin | A11-2009 | |
Refinement | Increased the Map Code type migration to be able to support a Target Code up to 4000 characters | Reports & Utilities | A11-2010 | |
Bug | Fixed an issue where after making a change to a field and saving a Social Care case, the Social Care section disappears | Integrations | A11-2014 | |
Refinement | Updated the Redaction Utility to enforce that at least one Address Fields must be selected to be redacted. | Reports & Utilities | A11-2018 | 334574 |
Refinement | Fixed the ability to add and delete Folder Dependent Codes that have a "same-as" category ID. | Admin | A11-2023 | |
Refinement | Enahnced AI Translations so that if the AI Translate feature can't detect the source language, it will default to the user's language. | Agent | A11-2028 | |
Bug | Fixed an issue where when merging cases, user is sent to Home screen instead of destination case upon merge completion | Agent | A11-2030 | |
Bug | Fixed an issue where adding the Related Cases field on a layout prevented other category fields after it from working. | Agent | A11-2032 | |
Refinement | Added a scrollbar (if needed) to the list of Knowledge Configurations in Agent Assist when the window is first opened. | Agent | A11-2034 | 338138 |
Bug | Fixed an issue in PCEmail where emails sent in using Graph could be duplicated if the web server didn't send in a response. | Agent | A11-2037 | |
Bug | Fixed the paragraph insert [Case Text Changed By User Code] to use the correct label of [Case Text Changed By User Code] | Agent | A11-2038 | 338159 |
Bug | Resolved an issue in the Case Audit Report where selecting a Date-based Order By option caused the report to return no results. | Reports & Utilities | A11-2046 | |
Bug | Resolved an issue where using Ctrl+M to look up a product code containing square brackets ([ ]) incorrectly navigated to the Product Category Code instead of the intended product code | Agent | A11-2047 | 339489 |
Bug | Fixed the Dismiss button in the scenario where the Smart Search only finds one case and opens the case. (After Dismiss, it would forward you back to the same case.) | Agent | A11-2049 | |
Bug | Updated the Action Processor so that the "Refer To Rep" for the second action can be properly filled in. | Agent | A11-2057 | 340590 |
Bug | Fixed the attachment on the Advanced Threshold Utility that gets sent out in the email notification. | Reports & Utilities | A11-2071 | 342258 |
Bug | Fixed an issue where if only 1 Mass Mailing had been created, it wouldn't show in Standard. | Agent | A11-2075 | |
Bug | Fixed an issue where popping out the Knowledge section while using it in Agent resulted in the original Knowledge remaining within the case, while also opening a new instance. | Agent | A11-2094 | 344672 |
Bug | Fixed an issue where the carecasercvd action entered in the New Case Action field under Company Settings did not get posted to the case when a Care post came into Agent. | Agent | A11-2103 | 346318 |
Bug | Resolved an issue where the AI summary button remained clickable even when the case text type did not match the configuration set in AI Summary settings. | Agent | A11-2107 | 344404 |
Bug | Resolved an issue where the 12-hour time format setting was not updating in the system on the QA environment, despite resetting the app pool and adjusting system parameters. The fix ensures the correct display of the 12-hour time format on cases. | Agent | A11-2169 | |
Refinement | Added the ability to add Security Function Restrictions in Standard | Admin | A11-1290 | |
Refinement | Updated the Advanced Normalization Data Import Utility to use data translations. Added the Advanced NDT utility for managing the data translations. | Reports & Utilities | A11-1582 | |
Refinement | PCEmail will now move deleted messages to the Deleted Items folder instead of a hard Delete for Graph messages. | Agent | A11-1679 | |
Refinement | Added Action fields such as Action Text to the list of fields in the Layout Editor so that they can be added to CaseEditActionListH to show up on the Case screen. | Agent | A11-188 | 146523 |
Refinement | Updated the Standard application to support the the Case Listing Report to have an "Address Join" of "Based on Case Address Role" | Reports & Utilities | A11-1903 | |
Refinement | Enhanced the Advanced Threshold Utility to be able to send outbound email using Graph. | Reports & Utilities | A11-1972 | |
Refinement | Fixed an issue that could happen with Print Preview in Chrome where that images might not appear. | Agent | A11-2021 | |
Refinement | Updated the links in the email sent by the Advanced Threshold Utility to link to the case in Standard as opposed to Classic. | Reports & Utilities | A11-2025 | |
Refinement | New Attachments added to a case will default to use the default Attachment Type | Agent | A11-2079 | 343360 |
RC2 Update | Fixed an issue where you had to save the Calendar first before adding Standard Hours. | Reports & Utilities | A11-2226 | |
RC2 Update | Fixed an issue where apostrophes caused problems with product searches (on searching or prep tags) | Agent | A11-2221 | |
RC2 Update | Fixed the X (Twitter) icon | Agent | A11-2218 | |
RC2 Update | Fixed an issue where the AI Translate "Copy to B code" didn't work for categories B50-B79. | Agent | A11-2217 | |
RC2 Update | Fixed an issue where there was a duplicate IssueProductEspH entry, which caused warning to show in the log file when regenerating that layout. | Admin | A11-2114 |