v12 Release Notes, Hotfixes, and Updates

Fixed an issue with PCEmail not processing mail when using EWS.

Administrators

A11-1375

Fixed an issue where PDF/Excel reports failed when scheduled if they had certain options selected such as 'Suppress Repeat'.

Administrators

A11-1395

Updated the new feature in v12.0 to make dates sortable in Excel for the Case Listing Report now must be opted-in by selecting the new Export Date time sortable format in Excel check box.

Administrators

272533

A11-1397

Fixed an issue with scheduled jobs based off shared favorites only emailing the logs and not the results.

Administrators

A11-1402

Updated Case Export Utility so that special characters are not encoded in the file output.

Administrators

202436

A11-329

Enhanced the Case Export Utility to export dates in a format that Excel recognizes as a date.

Administrators

202563

A11-351

Added a new feature to pull data from the previous case when an existing caller address is selected and add that data to the current case.

Agents

A11-926

Enhanced the date fields to allow for a positive integer (such as 0 or 3) to be entered to automatically fill out the date with the current date plus the number of integers specified.

Agents

260447

A11-1068

Simplified the Administration to reduce the number of clicks needed to access items inside of Company Setup.

Administrators

A11-1148

Moved the online Help to a separate server to allow for more frequent updates.

ALL

A11-1105

Improved the functionality of accordions inside of Agent Assist.

Agents

A11-1075

Updated report output to Excel so that the data type (number, date, string, etc.) is sent to Excel to format the data properly.

Administrators

124407; 202436

A11-328

Expanded the capability of the Related Cases feature introduced to do the following:

• Work with any user related category (such as Initial Rep, Responsible Rep, Performed By, etc.) to use the logged in user. This will simplify Work Items, Quick Reports, and Home Page widgets.

• Improve the dynamic filter as the categories on the case change.

• Use dynamic filters on A codes for the Caller.

• Work on E categories for Product Attributes.

• Add the ability to run a Related Cases report on the Caller, Product, and Store ESP cards.

ALL

A11-1072;

A11-1069;

A11-1070;

A11-1084;

A11-1066;

A11-1071

Added a new feature to add a default on date categories of [+XXX] number of days that should be added (or subtracted) from today's date.

Administrators

201505

A11-287

Added a Refresh button to get the latest data on the different reports in Work Items.

Agents

109006

A11-13

Updated the system if mailer fails to validate Address on Auto Prep Tags. Instead of leaving the field empty, the system fills in the value that came from the Import form.

Administrators

A11-675

Updated the internal reference to Emplifi Knowledge to use emplifiknowledge.com. If you have any references or links to astuteknowledge.com, you should update them to point to emplifiknowledge.com instead.

ALL

A11-1137

Added a new User Profiles feature for an administrator to define common elements of a user and apply the profile to individual users.

Administrators

A11-1055

Added additional fields to the Layout Editor so that they can be made visible on the case.

Administrators

142433; 201230

A11-271

Improved usability by moving the "BH" Case Review Handling Scores from under the Case Main (B) Categories to a new folder called "Case Review" under "Workflow/Process Automation."

Administrators

A11-1166

Added the ability to do a one-line address lookup, if configured.

ALL

A11-1106; A11-1103

Added the ability to create a Shared Favorite from a Personal Favorite.

ALL

A11-1054

Added a Support tool to capture information for the Emplifi Support team.

ALL

A11-1011

Added support for new Phone Types.

Administrators

136035;

216843;

240512

A11-423

Pinned the most commonly edited layouts to the top of the drop down in the Layout Editor.

Administrators

A11-1149

Refreshed the user interface to be brighter, more refined, and on-brand with the new Emplifi Agent logo and colors. There is no retraining required for these changes.

ALL

A11-665

Fixed an issue in the Frequency Report when deleting a duplicate column row, the wrong one gets deleted.

Administrators

A11-391

Fixed an issue where a device could not be selected under the Subscriptions tab of a Notification Profiles in App Setup.

Administrators

231761

A11-453

Fixed an issue where favorites for the Mass Mailing Utility could not be opened.

Administrators

A11-743

Fixed an issue where Threshold Definitions did not appear in the drop-down menu for Threshold Events.

Administrators

A11-852

Fixed the Active checkbox on the Notification Definition to mirror the value in the Category Code tab.

Administrators

A11-891

Fixed an issue with case link in Related Cases report results when case company and current company are different.

Agents

A11-1000

Fixed user interface issues with scheduling jobs.

Administrators

A11-1030

Fixed an issue where multiple suggested actions could be duplicated on Save if the suggestion contained filters.

Agents

242052

A11-803

Fixed an issue with date pickers not working on pages other than the Case page.

ALL

A11-1063

Fixed an issue where cases with surveys would freeze the UI if the agent was using a high resolution monitor.

Agents

A11-1033

Fixed an issue with Dynamic filters for InfoCenter attachments not working for Product (C01) codes.

Agents

A11-1089

Fixed an issue to correctly count the number of emails received to show a warning message if a threshold is reached when using Graph.

ALL

A11-934

Fixed an issue on reports where if no rows were returned and a custom file name was specified for an output of .xslx, then an error would result instead of a spreadsheet with no data rows.

ALL

A11-901

Fixed some typos in various labels and logging messages.

ALL

A11-1044

Fixed an issue where favorites would not show under a folder with a name that contains a slash (/).

ALL

A11-1134

Updated the Graph Email implementation to send mail when an email is sent to quarantine. Also updated the Configuration section for Graph to make it more obvious what fields are for SMTP vs. Graph.

Administrators

A11-1178

Fixed an issue where Auto Acknowledge for Emails was not working for existing cases if Sender Email from Tags was turned on.

Administrators

258215

A11-1053

Updated the Redaction Utility to run against the same address more than once.

Administrators

144754

A11-388

Updated anchor links in Emplifi Knowledge topics in Agent Assist to correctly go to the anchor in the page.

Agents

262113

A11-1130

Improvements were made to reduce errors when trying to rebuild the field list and server cache due to the files being used by another process.

ALL

A11-1093

Updated the Clear Locked Users utility to be run in any company.

Administrators

201501

A11-283

Updated Agent to display an error message when logging in with a concurrent license when all licenses are in use and block the user from logging in, instead of allowing them in as an unlicensed user.

ALL

A11-885

Fixed an issue where the selected Time Frame in Data section of Frequency Report Options was not getting displayed when viewing the saved favorite.

Administrators

A11-1058

Fixed an issue where default values on a case would not trigger InfoCenter entries.

ALL

A11-1108

Added the Refresh Dependent Codes button to the Folder Dependent Code page in Administration.

Administrators

229137;

238277

A11-442

Added the ability to play .wav case attachments from the browser if supported by your browser. The exact way it plays is browser dependent.

Agents

A11-1203

Updated the Configuration for the Email Outbound settings to only show the needed settings based on the outbound type selected.

Administrators

A11-1215

Fixed an issue with the Address Redaction utility where it would not run if the "Remove attachments associated with redacted address" was selected.

Administrators

A11-1168

Fixed an issue where the Address Redaction utility would not run if the "Remove case texts for redacted address" option was selected.

Administrators

A11-1156

Improved performance of the Notification Profiles in Maintenance.

Administrators

A11-1143;

A11-1237

Updated the Profile Notifications so that recipients of type Profile have the Category field appear so that a category can be selected.

ALL

262949

A11-1196

Updated the configuration to hide the Recording database connection string when returned to the user interface.

Administrators

A11-1185

Improved Date field entry to allow for a wider range of date formats. Also, fixed the date fields to allow for an integer to be entered, and the date will be calculated with that many days in the future.

Agents

A11-1188

Added additional paragraph inserts to be able to show description1 for changed_by_user_code fields.

Administrators

A11-1197

Made some improvements to PCEvents to try to reduce the need to restart periodically.

Administrators

A11-1240

Rename instances of Agent to Emplifi.

ALL

A11-553

Fixed the standard Special Report Columns so that they can be used in the Frequency Report in Standard.

Administrators

245428; 255315; 144135; 140297

A11-729

When posting an action, if the agent’s email address is not licensed to send email with Graph, the system will attempt to send the email with the Graph Mailbox email address as the “from” address instead.

Administrators

A11-1213

Improved error handling when using the Forgot Password if the outgoing email is not properly configured.

Administrators

A11-1251

Fixed an issue where ESP suggestion cards were not always getting displayed on existing cases if the “enableAutoEspSuggestionsOnCase” setting is set to true (or not configured).

Administrators

A11-1257

Fixed an error when processing a scheduled Favorite with the HTML file format selected.

ALL

A11-1292

Fixed an issue where copy and distribute favorites did not work.

ALL

A11-1296;
A11-1297

Updated New Case From Caller to not copy fields if the field was empty in the previous case.

Agent

A11-1307

Fixed the user interface in some utilities where check marks were not aligned in checkboxes.

Administrators

A11-1313

Fixed an issue where Message Center groups created in Classic could not be edited in Standard.

Administrators

A11-1078