8.5.201.29
Release Notes
| Release Date | Release Type | Restrictions | AIX | Linux | Solaris | Windows |
|---|---|---|---|---|---|---|
| 06/10/16 | General | Under Shipping Control | X |
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Product Documentation
Genesys Products
What's New
This release contains the following new features and enhancements:
Workspace Web Edition
- Support for Predictive and Progressive ASM (Active Switching Matrix) mode. ASM enhances the capability of Outbound Campaign Predictive and Progressive modes by reserving the agent before the call is connected. This mode allows the agent to be connected with the customer as soon as the customer answers the call.
- For the Contact Directory in list mode, email addresses presented in the drop-down list are no longer truncated by the right panel that provides details of a contact.
- Agent will not be logged out after UI re-start.
- Push web page URL to a contact. This feature allows agents to select and open a publicly accessible company web page on the customer’s browser. This capability allows agents to transition a customer from assisted- to self-service during a chat interaction.
- Administrators can configure case information fields so that they are required to be filled in by the agent when the agent marks and interaction as done. This capability allows your business to capture critical business data for further analysis.
- Agents are now informed if certain knowledge articles are new or recently modified.
- Corrected search result. Agents might incorrectly spell certain word(s) when searching for knowledge articles. When this happens, the application returns results based upon the corrected spelling of those words.
- Application rebranding support. You can now configure the application to display a custom company logo instead of the default Genesys branding.
- A note is automatically created in the Interaction History when a voice call is transferred to, or conferenced with, another agent.
- Display of custom interaction attribute(s) in the Interaction History. Previously, only standard interaction attributes, such as status, subject, start date, and end date could be displayed in the Interaction History table. It is now possible for system administrators to configure additional custom interaction attributes to be displayed. This capability allows agents to have more detailed information prior to selecting an interaction on which to focus, leading to improved efficiency.
- Automated feedback. Occasionally the application might experience disconnection from the backend servers. If this occurs, a browser log is automatically collected. Agents are asked if they want to submit the collected information when application re-establishes connection.
- User feedback. Agents now have the capability to provide feedback when they encounter a problem with the application. The application automatically submits the browser log for further processing.
Web Services API
- You can now use the offset and limit request parameters when paginating the Statistics API query results. (HTCC-21211)
CRM Gplus Adapters
- For requests that support pagination, the maximum number of returned items in a given query is now 100. Previously the maximum allowed value for the
Resolved Issues
This release contains the following resolved issues:
Workspace Web Edition
When a supervisor switches from monitoring to coaching of a chat interaction, the supervisor can see the chat transcript in the coaching view. Previously, this chat transcript was empty. (HTCC-22029)
When a supervisor switches from monitoring or coaching to barge-in, both the Note and Disposition tabs are displayed and currently fully accessible. Previously, when the supervisor selected the Note tab, it was no longer possible to show the Disposition tab. (HTCC-21984)
When UCS is enabled, the Adapter will now carry over the notes to the Salesforce activity once the call is marked done. (HTCC-21945)
My Team Workbin now shows all supervised agents with their associated workbins. Previously, the list of agents could be empty and limited to 10 agents only. (HTCC-21688)
If a top-level disposition code is chosen for voice calls within the adapter, it will now be visible in the interaction history in WWE. (HTCC-21588)
When a supervisor monitors a call, an activity is no longer created in Salesforce.(HTCC-21233). (HTCC-21233)
The Team Communicator now displays the expected result if a search matches agents that are using the Facebook media. Previously, if one of the matched agents was using Facebook media, no result was returned. (HTCC-21226)
Standard Response Root Categories are no longer duplicated (HTCC-21195)
When the Workspace Web Edition is pinned in the task bar, disconnection no longer occurs when toast is displayed for inbound interaction or Outbound campaign notification. (HTCC-21124)
When the Agent selects a voice interaction in My History, the Workspace title from the main bar is no longer corrupted. Previously, some information from the selected interaction replaced the Workspace title. (HTCC-20956)
When agent failed to log in to the voice channel, but successfully logged into multimedia channels, the session is now properly cleaned-up and agent's place is freed, allowing other agents to log in to the same place. (HTCC-20618)
In the My Agents tab of Team Leads/Supervisors, the In Call and After Call Work filters are now shown only for the Voice channel. Previously, these filters were shown for the Chat and Email channels but did not apply to those channels.
+*VCC Dashboard:*+
+VCC266+: *Known Issue (HTCC-19547)*: In the Users view, although the Status filters have been *fixed* (as part of AACD-4621 / HTCC-18716) to properly filter by Email or Chat agent statuses (as well as Voice), they still display 'In Call' and 'ACW' in the Email and Chat status filter dropdowns - statuses that only apply to the Voice channel.
Or maybe more simple:
- Known Issue*: In the Users view, the 'Channel Status' filter for Email and Chat channels includes 'In Call' and 'After Call Work' filters which do not apply to those channels. (HTCC-19547)
+VCC267+: *Correction (HTCC-19547)*: In the Users view, the 'Channel Status' filters for Email and Chat no longer display statuses that are not applicable (like 'In Call' and 'After Call Work' which only apply to the Voice channel). (HTCC-19547)
The list of standard responses in the Responses view is no longer empty or incomplete after server startup. (HTCC-11109)
Web Services API
Previously, when users used a unique referrer for each login, they couldn’t re-login to GWS for 30 minutes after an abnormal session termination. This no longer occurs. (HTCC-21924). (HTCC-21924)
CRM Gplus Adapters
The Adapter will now display statistic names and their associated values on the same line regardless of the name length. (HTCC-21202)
Upgrade Notes
No special procedure is required to upgrade to release 8.5.201.29.