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Agent Setup

Information.png Note: Not all changes listed below may pertain to your deployment.


July 17, 2017 (9.0.000.00)

What's New

  • Agent Setup is rebranded to reflect the new Genesys logo

Resolved Issues

  • Exporting using the filter "Enabled" no longer results in all users being exported. (GAPI-997)
  • The Desktop Options page now loads correctly. (GAPI-1525)

March 30, 2017 (8.5.201.60)

What's New

Resolved Issues

  • Previously, when importing bulk user accounts on the Bulk Import tab, the import stopped at 7 percent in certain cases. This no longer occurs. (HTCC-26786)
  • Previously, if you deleted a user by clicking Delete User on the Manage User page, the user’s assigned DN was not deleted. This no longer occurs. (HTCC-26578)
  • Previously, when adding or modifying an agent group, the Agent Group Supervisor dropdown list box displayed only supervisors with names that start with “a”. The list box now shows all valid supervisors. (HTCC-26674)
  • Previously, new custom disposition codes did not display in list on the Manage Disposition page. This no longer occurs. (HTCC-26779)

February 23, 2017 (8.5.201.59)

What's New

Resolved Issues

  • When adding users using bulk import, the Password field is no longer allowed. Instead, a system default password is generated for each user account in the imported file. The format of the default password is: ‘<username>@<companyname>.com-<month>-<year>’, where <month> is the three-letter abbreviation for the month. For example, ‘hjackson@demo.com-Feb-2017’. The Reset Password option is automatically enabled and all users added through bulk import will be required to reset their password the first time that they log in. (HTCC-26398)
  • The Open From History option, which allows agents to open in-progress emails from contact interaction history, now works correctly. (HTCC-26433)
  • Correct error messaging is now displayed to users when the Prompt Place option is disabled on the Contact Center Settings > Desktop Options page and enabled for Agent Groups. (HTCC-26285)
  • Statistics can now be configured once and then shared between Agent Groups (Contact Center Settings > Agents Groups and the global contact center under the Desktop Settings tab. (HTCC-23350)

February 9, 2017 (8.5.201.58)

What's New

Resolved Issues

  • You can now configure the Desktop option to allow a specific type of target (for example, Agent or Agent Group) to appear in Agent Desktop Team Communicator. (HTCC-26154)
  • The Agent Login code is now only visible when the correct rights are applied to the user. (HTCC-25738)
  • Corporate Favorites can now be set up to be visible only to certain Agent Groups. (HTCC-23309)
  • A bulk import of statistics no longer hangs the system. Previously, when the import reached 59%, it would cause the system to hang. (HTCC-26223)
  • The bulk import feature no longer fails to add skills to agents. Previously when the skill level was set to 0 (zero), agent skills were not added after the import was finished. (HTCC-26224)
  • Previously, when choosing a statistic name for one type of stat (such as Agent Stat), the same statistic would no longer be available in other stat types (such as Call Center Stat). This issue has been resolved. (HTCC-25750)

January 26, 2017 (8.5.201.57)

What's New

Invalid user accounts

  • The list of users on the Users page now displays a red check box for user accounts that are considered invalid due to missing account information. You can hover your mouse over the check box to learn what information is missing. You can also filter the list to show only Valid or Not Valid user accounts.

Resolved Issues

  • All Agent Setup users are now required to reset their password when they log in to Agent Setup for the first time. (HTCC-25783)
  • When importing or adding new agent records, the Reset Password option is now selected automatically. When Reset Password is enabled, agents must provide new password when they log in to Agent Desktop. (HTCC-25696)
  • In the Voice section of the Desktop Options page, you can now specify sequences of numbers to exclude from the Team Communicator in Agent Desktop. This modification introduces the following options: Single Step Conference Exclude Number, Single Step Transfer Exclude Number, and Consultations Exclude Number. (HTCC-25674)
  • On the Transactions page, you can now add corporate favorites as a business attribute in the Transaction list. (HTCC-25663)
  • You can now use the Delete Contact option on the Desktop Options page to allow Agent Desktop users to delete contacts. (HTCC-25585)
  • You can now use the Email Forward option on the Desktop Options page to allow Agent Desktop users to forward emails to another user. (HTCC-25557)
  • You can now use the Contact Notepad option on the Desktop Options page to enable or disable the notepad feature in Agent Desktop. This can be set at a global, agent group or agent level. (HTCC-25503)
  • The Manage Skill page now provides the list of skills in a nested folder tree structure. (HTCC-25482)
  • On the Case Data and Toast Data tabs of the Desktop Settings page, you can configure toast and case data to be shared across different agents and agent groups. (HTCC-25156)
  • On the Dispositions tab of the Desktop Settings page, you can configure disposition codes to be shared across different agents and agent groups. (HTCC-25155)
  • On the Caller ID tab of the Desktop Settings page, you can now configure Caller IDs to be shared across different agents and agent groups. (HTCC-23623)
  • You can now create Virtual Queue aliases in Agent Setup. (HTCC-25823)
  • When you export user accounts (Users > Export All), the export process no longer fails at 21 percent of the export. (HTCC-25647)

December 15, 2016 (8.5.201.56)

What's New

Resolved Issues

  • When updating disposition codes, existing Disposition Codes now display correctly on the Agent Groups > Dispositions window. (HTCC-25642)
  • When updating the Caller ID list, the existing Caller ID list now displays correctly on the Manage Caller IDs window. (HTCC-25643)
  • When exporting user accounts, Agent Setup no longer intermittently hangs. (HTCC-25647; HTCC-25641)

December 8, 2016 (8.5.201.55)

What's New

Resolved Issues

  • You can now set the Open from History option, which allows agents to open in-progress emails from the Interaction History view in Agent Desktop. (HTCC-25261)
  • You can now include the SIP Phone Type field when you export agent records to a .CSV or .XLSX file. The SIP Phone Type field can also be processed when you import the external file back in. (HTCC-25165)
  • You can now set the Mandatory Disposition option in the Global Login section of the Desktop Options page. The Mandatory Disposition option specifies whether it is mandatory for the agent to select a disposition before marking an interaction as done. (HTCC-24970)
  • You can enable the Conference option in the Voice section of the Desktop Options page enables one-step voice conferencing. When this option is disabled, the Conference button does not appear in Agent Desktop. (HTCC-24947)
  • The supervisor settings have been moved from the Add User and Manage User windows to the Supervisor of the Desktop Options page. (HTCC-24783)
  • You can now set all options for Virtual Agent Groups as you can for regular Agent Groups. (HTCC-24718)
  • The Desktop Options page is restructured. The configuration options are now better organized into the following sections: Channel, Global Login, Supervisor, Voice, Chat, Email, Recording, Contact, Standard Response Library, and Feedback. (HTCC-24611)
  • You can now reset the Statistics option for any time of the day. Previously, the following error message was displayed: The value is invalid. (HTCC-25272)

November 10, 2016 (8.5.201.53)

What's New

Export Agent Login field

  • When performing a bulk export of user accounts, you can now export the Agent Login field.

Resolved Issues

  • The Team Communication Filter option has been moved to the Desktop Options page to make the option configurable for agents, agent groups, and the contact center. Previously, the option was only available to be configured for agent groups on Agent Groups page. (HTCC-24891)
  • You can now add, enable, and edit the following options for the Agent Desktop on the Desktop Settings page:
    DTMF (HTCC-24736)
    Transfers based on specific action in routing (HTCC-24669)
    Audible tone for new inbound voice or chat (HTCC-23651)
  • For options that allow you to organize objects into folders, such as Custom Agent States and Disposition, you can now create new folders when using folder selection dialog. (HTCC-22828)
  • The global favorites configured in Agent Setup now display correctly in the Team Communicator on the Agent Desktop. Previously, an issue occurred where global favorites were not displayed. (HTCC- 24775)
  • When using the Microsoft Internet Explorer 11 web browser, bulk imports no longer fail. (HTCC-24911)

October 27, 2016 (8.5.201.49)

What's New

Enable / disable user accounts

  • You can now enable or disable user accounts when adding, editing, importing, or exporting user accounts. You can also filter the Users list to view only enabled or disabled user accounts.

Agent Login editing

  • You can now edit the Agent Login name when editing user details.

Configure CRM adapter

  • You can now configure CRM adapter options for agents that use the Gplus Adapter for Salesforce.

Resolved Issues

  • The Cancel ACW status when voice interaction is marked Done option is now available to be set for all users, specific agent groups, or individual agents. (HTCC-24595)
  • The allow reject of inbound interaction option is now available to be set for all users, specific agent groups, or individual agents. This option is available for both the voice and chat channels. (HTCC-24563)
  • The History Quick Search option is now available to be set for all users, specific agent groups, or individual agents. (HTCC-19879)

October 6, 2016 (8.5.201.44)

What's New

Agent Desktop Options

  • In addition to being able to configure WWE options for Agent Desktop at the Contact Center and Agent Group levels, you can now add or update Agent Desktop (WWE) Options to an individual agent record.

Resolved Issues

  • You can now enable the following features for the Team Communicator in Agent Desktop (HTCC-24008):
    Click to dial from transcript
    Feedback for Disconnect
    User Feedback
    Detail Agent state
  • You can now assign multiple supervisors to an Agent Group. Previously only a single supervisor could be assigned to an Agent Group. (HTCC-23970)
  • Filters that use a Skill name that contains “_” or space now returns all matching records. Previously, not all matching records were returned. (HTCC-23883)
  • After you add Contact Center Statistics to Agent Desktop, the proper view for Contact Center Statistics is now displayed in Agent Desktop. (HTCC-24171)

September 22, 2016 (8.5.201.42)

What's New

Standard Response Library

  • You can now configure Agent Desktop to allow agents to access the Genesys Standard Response Library.

Time parameter reset

  • You can now edit the reset time parameter for contact center statistics.

Resolved Issues

  • When adding or updating a Caller ID entry, users can specify a display name for each Caller ID. (HTCC-23211)

September 8, 2016 (8.5.201.41)

What's New

Agent Desktop configuration

  • As new features are made available to Agent Desktop, you can now configure the options and parameters for the features in Agent Setup. These options can be configured at the Agent, Agent Group, or Global levels.

Resolved Issues

  • Previously, when the UPDATE operation completed for a bulk import, an issue occurred if the Is Agent or Is Supervisor fields were missing. This issue caused the associated record to be unusable. This no longer occurs. (HTCC-23572)

August 25, 2016 (8.5.201.40)

What's New

Resolved Issues

  • When you configure a Login template, you can now use patterns to create the Agent Login Name. (HTCC-23055)
  • You can now include the Voice Mail Box and Recording Hierarchy fields when you export users to an external file. (HTCC-23025)
  • Previously, when exporting agents, the export might have stalled or failed to complete. This no longer occurs. (HTCC-23300)

August 11, 2016 (8.5.201.37)

What's New

  • This upgrade is targeted to improve performance and stability of the service, and does not provide new features or corrections.

Known Issues

There are currently no known issues.

Archive

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