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Agent Setup

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

December 7, 2017 (9.0.000.05)

What's New

Genesys Softphone

  • Agent-level and headset-name options now allow Agent Desktop to sign on to Genesys Softphone.
  • You can now turn on or off the mute and volume widget in Agent Desktop for use with Genesys Softphone at the Contact Center, Agent Group, or Agent levels.

Custom Agent States

  • Action codes for Custom Agent States can be added as additional values, allowing Agent Desktop to send action codes to a telephony server.
  • Custom Agent States (reason codes) can now be sorted alphabetically in the Display Name column.

CRM Adapter

  • The CRM Adapter option for the Click-to-Dial processing rule has been improved with pre-configured rules.

Resolved Issues

  • The Statistics Reset time can now be set correctly. (GAPI-3378)
  • External URLs now display correctly. (GAPI-3136)
  • External ID is now present in the Add/Edit User window. (GAPI-3163)
  • A default place now correctly appears in Agent Setup if the default place was created and assigned in Platform Administration. (GAPI-2549)
  • All menus now correctly display in Internet Explorer 11. (GAPI-3308)

November 1, 2017 (9.0.000.04)

What's New

Enhanced user interface

Tip: Review the following video to see the enhanced user interface in action: Agent Setup New UI.

  • Application menu: Agent Groups and Transactions are now available in the Application Menu for easier access.
  • Users view:
    • Click the Add User button on the main User view to quickly create new user accounts.
    • Desktop Options for individual users are available for quick configuration.
    • You can now edit user information in multiple places, such as in the detail view, in the drill down on each record, or from the pull-down menu.
  • The Agent Groups view provides detailed records of group members and options currently configured.
  • In the Contact Center Settings view, options are grouped based on category and displayed on the side menu for easy access.

Forward emails inline

  • The option to configure email inline forward is now available for contact center, agent group, or agent configurations.
  • You can now configure an option to send email to an external party as inline directly from the interaction history.

Resolved Issues

  • You can now use default values when configuring Case Data of type enum. (GAPI-812)
  • The Users tab now correctly displays the user information. Previously, the Users tab failed to load the user data and eventually timed out. (GAPI-2724)

October 5, 2017 (9.0.000.03)

What's New

  • Setting Feedback Options from Desktop Options now works for both CRM Adapter and Agent Desktop. The Feedback section of CRM Adapter settings has been removed.
  • Microsoft Edge is now a supported browser.

Resolved Issues

  • Extension DNs for Polycom phones can be configured. (GAPI-1400)

September 21, 2017 (9.0.000.02)

What's New

Resolved Issues

  • The Contact Center Settings > Agent Groups folder is now displayed correctly. (GAPI-2030)
  • The application Login screen has been updated to reflect Genesys branding and login cache. (GAPI-1557)
  • External URLs are validated to ensure only HTTPS is supported. (GAPI-1903)

August 24, 2017 (9.0.000.01)

What's New

Browser support

  • Google Chrome browser version 54+ for Windows 10 and Mac OS X 10, 11
  • Firefox browser version 45+ for Windows 10 and Mac OS X 10, 11

Cancel After Call Work

  • You can set Cancel After Call Work (ACW) to allow agents to cancel ACW when they change their status to Ready or Not Ready.

Auto Answer

  • In Desktop Options, you can turn on or off the ability to disable Auto Answer when an Agent is on an existing call.

Resolved Issues

  • You can now turn on or off Voice Forward in the Voice section of Desktop Options. (GAPI-753)
  • The Reject feature for Voice is no longer available for turning on or off. To set this option, please log a case with Genesys Care. (GAPI-826)
  • CRM Adapter now uses the same option to control recording buttons as Agent Desktop. (GAPI-865)
  • You can now set the values for agent status, Agent Status Global Status, to be displayed in the My Channel tab of Agent Desktop. The actions are displayed in the order in which they appear in the list. (GAPI-886)
  • You can now set the values for agent status, Agent Status Global Status, to be displayed in the Agent Status button of Agent Desktop. The actions are displayed in the order in which they appear in the list. (GAPI-986)
  • Agent Login can now be correctly assigned to supervising agents. (GAPI-1808)
  • Display Name for Favorites can now be correctly updated. (GAPI-785)
  • The format of the option intercommunication.voice.routing-points has been corrected. (GAPI-1766)
  • You can turn on or off the ability to look up and create contacts for each channel. You can find the Lookup Contact and Create Contact options in Desktop Option for the Voice, Chat, and Email sections. (GAPI-1054)
  • You can turn on or off the ability to store the most recent place an agent used when logging into Agent Desktop. This option is applicable when the Prompt Place option is set to true. (GAPI-995)
  • When using Bulk Import, Supervisors are now added to their Agent Group as Supervisors. (GAPI-828)
  • You can turn on or off the ability to save a contact in Agent Desktop using the Save Contact checkbox in the Contact section of Desktop Option. This feature is available for Contact Center, Agent Group and User levels. (GAPI-1082)
  • The Active Recording option in the CRM Adapter section is no longer available. CRM Adapter now uses the recording option set in Desktop Option. (GAPI-700)
  • When make case data editable, Agent Setup now recognizes your update and no longer treats the case data as read only. (GAPI-1166)
  • Case Data of an enumerated type is correctly configured as editable. (GAPI-786)

July 17, 2017 (9.0.000.00)

What's New

Re-branding

  • 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)

Known Issues

There are currently no known issues.

Archive

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