RN/AgentDesktop/9.0.000.95 - Revision history

WikiSysop at 14:46, August 22, 2022

2022-08-22T14:46:08Z

WikiSysop at 19:21, July 28, 2022

2022-07-28T19:21:14Z

Show changes

WikiSysop at 12:30, July 26, 2022

2022-07-26T12:30:57Z

WikiSysop at 13:46, July 21, 2022

2022-07-21T13:46:03Z

WikiSysop at 00:00, July 19, 2022

2022-07-19T00:00:41Z

WikiSysop at 07:30, July 8, 2022

2022-07-08T07:30:39Z

Mwest: Published

2022-07-07T17:13:37Z

Published

WikiSysop at 14:00, July 4, 2022

2022-07-04T14:00:51Z

WikiSysop at 19:17, June 28, 2022

2022-06-28T19:17:38Z

WikiSysop: Created page with "{{ComponentRN |ComponentId=acaca529-aedd-4820-8557-4966ab8490db |JQL=labels = "wwe-june-22" |DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-166..."

2022-06-28T18:32:43Z

Created page with "{{ComponentRN |ComponentId=acaca529-aedd-4820-8557-4966ab8490db |JQL=labels = "wwe-june-22" |DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-166..."

New page

{{ComponentRN
|ComponentId=acaca529-aedd-4820-8557-4966ab8490db
|JQL=labels = "wwe-june-22"
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1
|ReleaseDate=2022-06-28
|Highlight=Support for Google Agent Assist for Voice interactions.
}}
{{Issue
|TicketNumber=WWE-241
|IssueCategoryId=7677e764-86f7-44e3-92bc-f13b59c71260
|Content=\[WWE]\[KNOWN ISSUE]\[AWS] \[Azure]:During conference calls, Agent Desktop does not correctly display the parties in the Agent Assist transcript. Internal and external parties are displayed on the incorrect sides of the transcript.\[Private]:During conference calls, Workspace Web Edition does not correctly display the parties in the Agent Assist transcript. Internal and external parties are displayed on the incorrect sides of the transcript.
|LocalContent=During conference calls, Agent Desktop does not correctly display the parties in the Agent Assist transcript. Internal and external parties are displayed on the incorrect sides of the transcript.
}}
{{Issue
|TicketNumber=GAPI-34843
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=\[WWE]\[AWS] \[Azure]:For environments where auto mark Done is enabled, Agent Desktop now correctly handles auto mark Done when a call is released immediately after it is answered. Previously, the related interaction remained in the In Progress state in the History.\[Private]:For environments where the value of the *voice.mark-done-on-release* option is set to *true*, Workspace Web Edition now correctly handles auto mark Done when a call is released immediately after it is answered. Previously, the related interaction remained in the In Progress state in the History.
|LocalContent=For environments where auto mark Done is enabled, Agent Desktop now correctly handles auto mark Done when a call is released immediately after it is answered. Previously, the related interaction remained in the In Progress state in the History.
}}
{{Issue
|TicketNumber=GAPI-34833
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=\[WWE]\[AWS] \[Azure]:When a strategy sets the value of an attached data field in the Case Information area, but the attached data value is not available from the field drop-down list, if the agent attempts to edit the field then cancels the edit, the initial attached data value can now be restored to the field. Previously in this scenario, the initial attached data value was replaced by an empty value. Please contact Genesys to enable this behavior.
|LocalContent=When a strategy sets the value of an attached data field in the '''Case Information''' area, but the attached data value is not available from the field drop-down list, if the agent attempts to edit the field, then cancels the edit, the initial attached data value can now be restored to the field. Previously in this scenario, the initial attached data value was replaced by an empty value. Please contact Genesys to enable this behavior.
}}
{{Issue
|TicketNumber=GAPI-34826
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=\[WWE]\[AWS] \[Azure]:Agent Desktop now correctly handles Favorites for Agents, Agent Groups, Interaction Queues, Routing Points, and Skills. Previously in some scenarios, some Favorites with special characters in their names were not displayed.\[Private]:Workspace Web Edition now correctly handles Favorites for Agents, Agent Groups, Interaction Queues, Routing Points, and Skills. Previously in some scenarios, some Favorites with special characters in their names were not displayed.
|LocalContent=Agent Desktop now correctly handles Favorites for Agents, Agent Groups, Interaction Queues, Routing Points, and Skills. Previously in some scenarios, some Favorites with special characters in their names were not displayed.
}}
{{Issue
|TicketNumber=GAPI-34785
|IssueCategoryId=7677e764-86f7-44e3-92bc-f13b59c71260
|Content=\[WWE]\[KNOWN ISSUE]\[AWS] \[Azure]\[Private]:For a two-step transfer of a call with a contact from one agent using Agent Assist to another, the Google Agent Assist Conversation Profile is currently the same for both the transferring and receiving agents. Note, the Conversation Profile cannot be overridden.
|LocalContent=For a two-step transfer of a call with a contact from one agent using Agent Assist to another, the Google Agent Assist Conversation Profile is currently the same for both the transferring and receiving agents. Note, the Conversation Profile cannot be overridden.
}}
{{Issue
|TicketNumber=GAPI-34554
|Content=\[SCAPI]\[AWS] \[AZURE] \[PRIVATE]:The Service Client API can now get interaction-related options that are overridden by a routing strategy.
|LocalContent=The Service Client API can now get interaction-related options that are overridden by a routing strategy.
}}
{{Issue
|TicketNumber=GAPI-34458
|IssueCategoryId=7677e764-86f7-44e3-92bc-f13b59c71260
|DeploymentTypeId=5439f1be-1868-4091-b058-1667389b6ce1
|Content=\[WWE]\[KNOWN ISSUE]\[Azure]:Agents must refresh the Agent Desktop browser page to see Teams targets that they have assigned as Favorites.
|LocalContent=Agents must refresh the Agent Desktop browser page to see Teams targets that they have assigned as Favorites.
}}
{{Issue
|TicketNumber=GAPI-34175
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=\[WWE API] – Workspace API\[AWS, Azure, Private]:The Workspace API now supports the .jpeg suffix when adding email attachments.\[WWE]:\[AWS] \[Azure]:Agent Desktop can now send attachments with the JPEG file extension. Please contact Genesys to enable this feature.\[Private]:Workspace Web Edition can now send attachments with the JPEG file extension. To configure this feature, set the value of the *file-type.extension-definition.jpg* option to *jpg,jpeg* and ensure that *jpeg* is included in the list of allowed file extensions in the *attachment.restrict-to-file-types* option, both in the *workspace-service* section.
|LocalContent=Agent Desktop can now send attachments with the JPEG file extension. Please contact Genesys to enable this feature.
}}
{{Issue
|TicketNumber=GAPI-34016
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=\[WWE]\[AWS] \[Azure]:To better handle inline images from standard responses used as a signature, Agent Desktop can now embed the images in an email interaction. This enables Agent Desktop to restrict image size and file type similar to how attachments are handled. Previously, images in signatures might not have been included for some email clients receiving the email. Please contact Genesys to enable this behavior.Also, embedded images from an external resource inserted into an email from an email signature standard response are now displayed to agents. Previously, embedded images from external resources were considered untrusted and were not displayed to agents.\[Private]:To better handle inline images from standard responses used as a signature, Workspace Web Edition can now embed the images in an email interaction. This enables Agent Desktop to restrict image size and file type similar to how attachments are handled. Previously, images in signatures might not have been included for some email clients receiving the email. Use the *email.signature.process-embedded-images.enable* option to configure this behavior. Workspace Web Edition can now include attachments from a signature. Use the *email.signature.attachments.enable* option to enable this feature.Also, embedded images from an external resource inserted into an email from an email signature standard response, defined by the *email.signature* option, are now displayed to agents. Previously, embedded images from external resources were considered untrusted and were not displayed to agents.
|LocalContent=To better handle inline images from standard responses used as a signature, Agent Desktop can now embed the images in an email interaction. This enables Agent Desktop to restrict image size and file type similar to how attachments are handled. Previously, images in signatures might not have been included for some email clients receiving the email. Please contact Genesys to enable this behavior.

Also, embedded images from an external resource inserted into an email from an email signature standard response are now displayed to agents. Previously, embedded images from external resources were considered untrusted and were not displayed to agents.
}}
{{Issue
|TicketNumber=GAPI-33886
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=\[WWE]\[AWS] \[Azure]:Agent Desktop now displays the transcript of Twitter Public and Facebook Public media types in the History views.\[Private]:Workspace Web Edition now displays the transcript of Twitter Public and Facebook Public media types in the History views. Use the *openmedia.chat-history-channels* option in the *workspace-service* section to configure this feature.
|LocalContent=Agent Desktop now displays the transcript of Twitter public and Facebook public media types in the History views.
|SupportingDocumentation={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADhist}}
}}
{{Issue
|TicketNumber=GAPI-32942
|IssueCategoryId=7677e764-86f7-44e3-92bc-f13b59c71260
|Content=\[WWE]\[KNOWN ISSUE]\[AWS] \[Azure]: Agent Desktop currently does not support localization for Google Agent Assist for Voice interactions. The transcript and Agent Assist tab are displayed in English only, even if the agent is using another language for Agent Desktop.\[Private]:Workspace Web Edition currently does not support localization for Google Agent Assist for Voice interactions. The transcript and Agent Assist tab are displayed in English only, even if the agent is using another language for Workspace.
|LocalContent=Agent Desktop currently does not support localization for Google Agent Assist for Voice interactions. The transcript and '''Agent Assist''' tab are displayed in English only, even if the agent is using another language for Agent Desktop.
}}
{{Issue
|TicketNumber=GAPI-32940
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=\[WWE]\[AZURE]Agent Desktop now supports Google Agent Assist for Voice interactions. Please contact Genesys to enable this feature.\[PRIVATE]: Workspace Web Edition now supports Google Agent Assist for Voice interactions. Please contact Genesys to enable this feature.
|LocalContent=Agent Desktop now supports Google Agent Assist for Voice interactions. Please contact Genesys to enable this feature.
|SupportingDocumentation={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADGoogleAgentAssist}}
}}
{{Issue
|TicketNumber=GAPI-29576
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|DeploymentTypeId=5439f1be-1868-4091-b058-1667389b6ce1
|Content=\[WWE]\[AZURE]:Agent Desktop now supports TEAMS Integration. TEAMS integration enables the following features:* Azure Active Directory SSO login.* Search for MSFT TEAMS users by using Team Communicator leveraging Contact Directory sync.* View presence information for MSFT TEAMs users.* Transfer and conference calls to MSFT TEAMS users.* Make internal calls to other MSFT TEAMS users.Please contact Genesys to enable this feature.
|LocalContent=Agent Desktop now supports TEAMS Integration. TEAMS integration enables the following features:

*Azure Active Directory SSO login.
*Search for MSFT TEAMS users by using Team Communicator leveraging Contact Directory sync.
*View presence information for MSFT TEAMs users.
*Transfer and conference calls to MSFT TEAMS users.
*Make internal calls to other MSFT TEAMS users.

Please contact Genesys to enable this feature.
|SupportingDocumentation={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADintinter|anchor=External}}
}}
{{Issue
|TicketNumber=GAPI-14324
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=\[WWE]\[AWS] \[AZURE]:Agent Desktop now enables agents to schedule for contacts a callback with a preferred date and time. Agents can also specify whether the callback is automated or preview. Please contact Genesys to enable this feature.\[PRIVATE]:Workspace Web Edition now enables agents to schedule for contacts a callback with a preferred date and time. Agents can also specify whether the callback is automated or preview. This feature can be enabled by granting the privilege.callback.can-use privilege. Use the following options to configure this feature:* callback.callback-types-business-attribute* callback.timezone-aliases* callback.default-date.is-automatically-selected* callback.time-slot.field-type
|LocalContent=Agent Desktop now enables agents to schedule for contacts a callback with a preferred date and time. Agents can also specify whether the callback is automated or preview. Please contact Genesys to enable this feature.
|SupportingDocumentation={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADCallback}}
}}

@@ Line 148: / Line 148: @@
 |IssueCategoryId=7677e764-86f7-44e3-92bc-f13b59c71260
 |LocalContent=When a supervisor coaches a call with an agent using Google Agent Assist, the transcript currently displays the supervisor’s coaching messages as if they are coming from another contact or external party.
 }}

@@ Line 7: / Line 7: @@
 |HighlightBoilerplateId=60d0a7d6-4d4c-496a-9743-f2bdb052b000
 |Highlight=Support for Google Agent Assist for Voice interactions.
 }}
 {{Issue

@@ Line 103: / Line 103: @@
 |LocalContent=Agent Desktop now enables agents to schedule for contacts a callback with a preferred date and time. Please contact Genesys to enable this feature.
 |SupportingDocumentation={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADCallback}}
 }}

@@ Line 93: / Line 93: @@
 |IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
 |Content=\[WWE]\[AWS] \[Azure]:Agent Desktop now displays the transcript of Twitter Public and Facebook Public media types in the History views.\[Private]:Workspace Web Edition now displays the transcript of Twitter Public and Facebook Public media types in the History views. Use the *openmedia.chat-history-channels* option in the *workspace-service* section to configure this feature.
-|LocalContent=Agent Desktop now displays the transcript of Twitter public and Facebook public media types in the History views.
+|LocalContent=Agent Desktop now displays the transcript of Twitter public and Facebook public media types in the History views. Please contact Genesys to enable this feature.
 |SupportingDocumentation={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADhist}}
 }}

@@ Line 5: / Line 5: @@
 |ReleaseDate=2022-06-28
 |PrivateEditionReleaseDate=2022-07-07
 |Highlight=Support for Google Agent Assist for Voice interactions.
 }}
 {{Issue

@@ Line 2: / Line 2: @@
 |ComponentId=acaca529-aedd-4820-8557-4966ab8490db
 |JQL=labels = "wwe-june-22"
-|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1
+|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1, 8b480b3c-2733-433a-9166-eab2c2d0663a
 |ReleaseDate=2022-06-28
 |Highlight=Support for Google Agent Assist for Voice interactions.
 }}
@@ Line 11: / Line 12: @@
 |Content=\[WWE]\[KNOWN ISSUE]\[AWS] \[Azure]:During conference calls, Agent Desktop does not correctly display the parties in the Agent Assist transcript. Internal and external parties are displayed on the incorrect sides of the transcript.\[Private]:During conference calls, Workspace Web Edition does not correctly display the parties in the Agent Assist transcript. Internal and external parties are displayed on the incorrect sides of the transcript.
 |LocalContent=During conference calls, Agent Desktop does not correctly display the parties in the Agent Assist transcript. Internal and external parties are displayed on the incorrect sides of the transcript.
 }}
 {{Issue
@@ Line 46: / Line 52: @@
 |Content=\[WWE]\[KNOWN ISSUE]\[Azure]:Agents must refresh the Agent Desktop browser page to see Teams targets that they have assigned as Favorites.
 |LocalContent=Agents must refresh the Agent Desktop browser page to see Teams targets that they have assigned as Favorites.
 }}
 {{Issue
@@ Line 52: / Line 63: @@
 |Content=\[WWE API] – Workspace API\[AWS, Azure, Private]:The Workspace API now supports the .jpeg suffix when adding email attachments.\[WWE]:\[AWS] \[Azure]:Agent Desktop can now send attachments with the JPEG file extension. Please contact Genesys to enable this feature.\[Private]:Workspace Web Edition can now send attachments with the JPEG file extension. To configure this feature, set the value of the *file-type.extension-definition.jpg* option to *jpg,jpeg* and ensure that *jpeg* is included in the list of allowed file extensions in the  *attachment.restrict-to-file-types* option, both in the *workspace-service* section.
 |LocalContent=Agent Desktop can now send attachments with the JPEG file extension. Please contact Genesys to enable this feature.
 }}
 {{Issue
@@ Line 60: / Line 78: @@
 Also, embedded images from an external resource inserted into an email from an email signature standard response are now displayed to agents. Previously, embedded images from external resources were considered untrusted and were not displayed to agents.
 }}
 {{Issue
@@ Line 96: / Line 119: @@
 Please contact Genesys to enable this feature.
 |SupportingDocumentation={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADintinter|anchor=External}}
 }}
 {{Issue