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Pre-production Release Notes v12.4 (RC2)

This is a pre-production version of the release notes for Emplifi Agent v12.4 and it will replaced by the production version in due course.

RC2 was updated on March 12, 2025.

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:

  • AI Features Configuration: Admins can now enable AI features separately via checkboxes in the config page.

  • Improved Script Case Text Types Handling: Moved to the Expand section, ensuring it only controls which text entries go into context data while the summary feature applies to all text types.

  • NEW FEATURE: Copy to b code button

  • Troubleshooting Enhancements: made it easier to validate and debugging metadata JSON

  • New Shortcuts & Validation: Pressing Ctrl+M now brings users to the paragraph to edit, and a new Validate/Preview button opens a dialog for previewing paragraph content with case data.

  • "AI is Writing" Indicator: Replaced the standard spinner with a clearer message when AI is processing a response.

Summary & Letter Assistant Improvements:

  • Summarization Defaults & Controls: Summaries now default to bullet points, with a Modify button (as in Care) allowing users to regenerate or switch to a paragraph format. Arrows enable switching between multiple AI responses.

  • Enhanced Letter Assistant UI: Clicking the AI star now opens a menu with all options, including Rephrase and Simplify. The Modify button also provides access to these options. The response box now resizes dynamically up to a maximum height.

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.
We have also added a new checkbox to require users to use the SSO site if checked and block them from connecting through the non-SSO site.

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:

  • The “Method” will be disabled and set to “Test” initially.

  • The user must run the utility in “Test” mode, and will get TWO confirmation dialogs with the number of cases affected. If the user selects Continue on BOTH dialogs, the “Method” selector will be enabled.

  • If the user changes anything OTHER than the “Method”, the “Method” will be disabled and set to “Test” again, and the user must run in Test mode again in order to enable the “Method” selector.

  • Opening saved favorites will automatically set the “Method” back to “Test”.

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


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