RN/AgentWorkspace/9.0.000.98 - Revision history

WikiSysop at 14:30, October 13, 2022

2022-10-13T14:30:42Z

WikiSysop at 12:46, September 29, 2022

2022-09-29T12:46:19Z

WikiSysop: Created page with "{{ComponentRN |ComponentId=acaca529-aedd-4820-8557-4966ab8490db |JQL=labels = "wwe-september-22" |DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 8b480b3c-2733-433a-916..."

2022-09-27T17:31:10Z

Created page with "{{ComponentRN |ComponentId=acaca529-aedd-4820-8557-4966ab8490db |JQL=labels = "wwe-september-22" |DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 8b480b3c-2733-433a-916..."

New page

{{ComponentRN
|ComponentId=acaca529-aedd-4820-8557-4966ab8490db
|JQL=labels = "wwe-september-22"
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 8b480b3c-2733-433a-9166-eab2c2d0663a
|ReleaseDate=2022-09-27
|PrivateEditionReleaseDate=2022-09-29
|Highlight=Support for messages in the Contact History views for Chat, Facebook Messenger, and Twitter Direct Message interactions.
}}
{{Issue
|TicketNumber=WWE-1749
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=\[WWE]:\[AWS]\[Azure]\[Private]:Agent Workspace now correctly displays the number of pending interactions in the Workbins tree when only one workbin is configured. Previously with this configuration, the number of interactions displayed was replaced by ‘(-)' for *Personal Workbins* in the *My Workbins* view, and ‘(0)’ in the *My Team Workbins* view. In some scenarios, the number of pending interactions was displayed when a filter was applied in the *Quick Search* field of the Workbins tree if the agent selected a Workbin.
|LocalContent=Agent Workspace now correctly displays the number of pending interactions in the Workbins tree when only one workbin is configured. Previously with this configuration, the number of interactions displayed was replaced by ‘(-)' for '''Personal Workbins''' in the '''My Workbins''' view, and ‘(0)’ in the '''My Team Workbins''' view. In some scenarios, the number of pending interactions was displayed when a filter was applied in the '''Quick Search''' field of the Workbins tree if the agent selected a Workbin.
}}
{{Issue
|TicketNumber=WWE-1715
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=\[WWE]\[AWS] \[Azure]:Agent Workspace can now control which attached data keys are excluded during the creation of an inline forwarded email. The default excluded attached data keys (ContactId, EmailAddress, FirstName, LastName, PhoneNumber, toAddresses) can be removed from exclusion and custom attached data keys can be added.Previously, it was not possible to change this list of excluded attached data keys.Please contact Genesys to adjust this behavior\[Private]:Agent Workspace can now control which attached data keys are excluded during the creation of an inline forwarded email. The default excluded attached data keys (ContactId,EmailAddress,FirstName,LastName,PhoneNumber,toAddresses) can be removed from exclusion and custom attached data keys can be added. Use the *email.inline-forward.exclude-case-data-keys* option to configure this behavior. Previously, it was not possible to change this list of excluded attached data keys.
|LocalContent=Agent Workspace can now control which attached data keys are excluded during the creation of an inline forwarded email. The default excluded attached data keys (ContactId, EmailAddress, FirstName, LastName, PhoneNumber, toAddresses) can be removed from exclusion and custom attached data keys can be added. Previously, it was not possible to change this list of excluded attached data keys. Please contact Genesys to adjust this behavior.

|SupportingDocumentation=
}}
{{Issue
|TicketNumber=WWE-1665
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=\[WWE]\[AWS] \[Azure]:Agent Workspace now supports unlimited ringing time for ringtones for agent accounts that are configured for auto-answer after a timeout duration. Unlimited ringing time is configured by setting the value of the ringtone duration to -1. Previously in this scenario, when the interaction notification was displayed, the ringtone did not always play.\[Private]:Agent Workspace now supports unlimited ringing time for ringtones for agent accounts that are configured for auto-answer after a timeout duration. Unlimited ringing time is configured by setting the ringtone duration to -1 using *<media-type>.ringing-bell* option. The auto-answer timeout duration is configured by setting the value of the *<media-type>.auto-answer.timer* option. Previously in this scenario, when the interaction notification was displayed, the ringtone did not always play.
|LocalContent=Agent Workspace now supports unlimited ringing time for ringtones for agent accounts that are configured for auto-answer after a timeout duration. Unlimited ringing time is configured by setting the value of the ringtone duration to '''-1'''. Previously in this scenario, when the interaction notification was displayed, the ringtone did not always play.

|SupportingDocumentation=
}}
{{Issue
|TicketNumber=WWE-1612
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=_\[WWE]:__\[AWS]\[Azure]\[Private]:_In the *Print Preview* view, after an agent opens an email interaction from the a workbin, Agent Workspace now correctly displays the date and time that an inbound email interaction was received. Previously, the displayed date and time was related to the time the email was opened from the workbin instead of when it was received.
|LocalContent=In the '''Print Preview''' view, after an agent opens an email interaction from the a workbin, Agent Workspace now correctly displays the date and time that an inbound email interaction was received. Previously, the displayed date and time was related to the time the email was opened from the workbin instead of when it was received.
}}
{{Issue
|TicketNumber=WWE-1609
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=\[WWE]\[AWS] \[Azure] \[Private]:If the list of Corporate Favorites is overridden by a strategy, the Corporate Favorites are now correctly displayed to the agent when the agent clicks *Consult*, *Transfer*, or *Conference*. Previously, the Corporate Favorites coming from the override list were missing if they had the same display name, type, and id (or number) combination as a Corporate Favorite coming from the default list.
|LocalContent=If the list of Corporate Favorites is overridden by a strategy, the Corporate Favorites are now correctly displayed to the agent when the agent clicks '''Consult''', '''Transfer''', or '''Conference'''. Previously, the Corporate Favorites coming from the override list were missing if they had the same display name, type, and id (or number) combination as a Corporate Favorite coming from the default list.
}}
{{Issue
|TicketNumber=WWE-1602
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=\[WWE]\[AWS] \[Azure]:Agent Workspace can now save changes made by agents to drop-down fields in the *Case Data* view as soon as the value is changed. Previously, the change in value was saved only when the field lost focus, such as when an agent clicked elsewhere on the screen. Please contact Genesys to enable this behavior.
|LocalContent=Agent Workspace can now save changes made by agents to drop-down fields in the '''Case Data''' view as soon as the value is changed. Previously, the change in value was saved only when the field lost focus, such as when an agent clicked elsewhere on the screen. Please contact Genesys to enable this behavior.
}}
{{Issue
|TicketNumber=WWE-1549
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=\[WWE]\[AWS] \[Azure]:To better handle inline images from standard responses used as a signature, Agent Workspace now embeds the images in an email interaction by default. Restrictions configured for image size and file type for attachments are also applied to images from standard responses used as a signature.\[Private]:To better handle inline images from standard responses used as a signature, Agent Workspace now embeds the images in an email interaction by default. Restrictions configured for image size and file type for attachments are also applied to images from standard responses used as a signature. The *email.signature.process-embedded-images.enable* option is no longer supported.
|LocalContent=To better handle inline images from standard responses used as a signature, Agent Workspace now embeds the images in an email interaction by default. Restrictions configured for image size and file type for attachments are also applied to images from standard responses used as a signature.

}}
{{Issue
|TicketNumber=WWE-1540
|IssueCategoryId=a8930ebb-8e46-4ecd-993f-cdd2d61bc400
|Content=\[WWE]\[Private Only]:The following Case Data date field options (link to doc) now also support the same configuration values as the corresponding options in Workspace Desktop Edition:* date.time-format* date.time-display-format
|LocalContent=The following Case Data date field options (link to doc) now also support the same configuration values as the corresponding options in Workspace Desktop Edition:

*'''date.time-format'''
*'''date.time-display-format'''
}}
{{Issue
|TicketNumber=WWE-1505
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=\[WWE]:\[AWS]\[Azure]\[Private]:In the *History* and *Interaction Search* views, Agent Workspace now correctly performs advanced searches based on a date field in the following scenario:# An agent performs a search with a date attribute.# An agent performs a second search using a different date attribute.Previously in this scenario, the specified date was not considered in the second search.
|LocalContent=In the '''History''' and '''Interaction Search''' views, Agent Workspace now correctly performs advanced searches based on a date field in the following scenario:

#An agent performs a search with a date attribute.
#An agent performs a second search using a different date attribute.

Previously in this scenario, the specified date was not considered in the second search.
}}
{{Issue
|TicketNumber=WWE-1503
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=\[WWE]\[AWS] \[Azure] \[Private]:Agent Workspace now correctly handles attachments for completed email interactions forwarded from the *My History* or *Interactions Search* views. Previously, in this scenario, attachments were missing from the forwarded email interactions.
|LocalContent=Agent Workspace now correctly handles attachments for completed email interactions forwarded from the '''My History''' or '''Interactions Search''' views. Previously, in this scenario, attachments were missing from the forwarded email interactions.
}}
{{Issue
|TicketNumber=WWE-1342
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=\[WWE]:\[AWS, AZURE]:Web applications associated to the interaction view in EXTERNAL, HIDDEN, or BACKGROUND mode are no longer incorrectly refreshed by unrelated attached data. Previously, in the following scenario, a web application that was configured to be updated by attached data was incorrectly updated by unrelated attached data:# Agent Workspace was configured to display a web application in the interaction view.# The web application is configured to use a URL based on reference attached data.# The web application is configured to react in some way when the attached data was updated.# The reference attached data is set or updated either by the agent or as part of the interaction with non-ASCII characters that get encoded by Agent Workspace.# Non-reference attached data is updated.\[PRIVATE]:Web applications associated to the interaction view in EXTERNAL, HIDDEN, or BACKGROUND mode are no longer incorrectly refreshed by unrelated attached data. Previously, in the following scenario, a web application that was configured to be updated by attached data was incorrectly updated by unrelated attached data:# Agent Workspace was configured to display a web application in the interaction view.# The web application is configured to use a URL based on reference attached data.# The web application is configured to react in some way when the attached data was updated (that is, the value of the _attached-data-update-handle-mode_ option is set to 1 or 2).# The reference attached data is set or updated either by the agent or as part of the interaction with non-ASCII characters that get encoded by Agent Workspace.# Non-reference attached data is updated.
|LocalContent=Web applications associated to the interaction view in EXTERNAL, HIDDEN, or BACKGROUND mode are no longer incorrectly refreshed by unrelated attached data. Previously, in the following scenario, a web application that was configured to be updated by attached data was incorrectly updated by unrelated attached data:

#Agent Workspace was configured to display a web application in the interaction view.
#The web application is configured to use a URL based on reference attached data.
#The web application is configured to react in some way when the attached data was updated.
#The reference attached data is set or updated either by the agent or as part of the interaction with non-ASCII characters that get encoded by Agent Workspace.
#Non-reference attached data is updated.

}}
{{Issue
|TicketNumber=WWE-1115
|IssueCategoryId=8855be77-8fb8-4200-ac5c-9a9855b1881e
|Content=\[WWE]\[Gplus]\[AWS] \[Azure]\[Private]:Internet Explorer v11 is no longer a supported browser for Agent Workspace as it is officially retired on June 15 2022. Genesys recommends switching to the latest version of Google Chrome, Microsoft Edge or Mozilla Firefox. Agents using Internet Explorer v11 are alerted by a warning message that their browser is no longer supported. Depending on Agent Workspace provisioning, agents may also be alerted during the login phase.
|LocalContent=Internet Explorer v11 is no longer a supported browser for Agent Workspace as it is officially retired on June 15 2022. Genesys recommends switching to the latest version of Google Chrome, Microsoft Edge or Mozilla Firefox. Agents using Internet Explorer v11 are alerted by a warning message that their browser is no longer supported. Depending on Agent Workspace provisioning, agents may also be alerted during the login phase.
}}
{{Issue
|TicketNumber=WWE-766
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=\[WWE]\[AWS] \[AZURE] \[PRIVATE]For environments using Genesys Softphone, agents who are on a consultation call can now mute and unmute the consultation call when the main call is released. These operations are available from the consultation toolbar.
|LocalContent=For environments using Genesys Softphone, agents who are on a consultation call can now mute and unmute the consultation call when the main call is released. These operations are available from the consultation toolbar.
}}
{{Issue
|TicketNumber=WWE-126
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=N/A??
|LocalContent=Support for Google Agent Assist for Chat interactions. Please contact Genesys to enable this feature.
|SupportingDocumentation={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADGoogleAgentAssist}}
}}
{{Issue
|TicketNumber=WWE-56
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=\[WWE]\[AWS]\[AZURE]:Agent Workspace now supports rich messages in the Contact History views for Chat, Facebook Messenger, and Twitter Direct Message interactions. Please contact Genesys to enable this behavior.\[PRIVATE]:Agent Workspace now supports rich messages in the Contact History views for Chat, Facebook Messenger, and Twitter Direct Message interactions. Use the privilege.chat-nexus.can-use-contact-history-detail option in the Agent or Agent Group Annex to enable this feature._Add Link to WWE PE Guide._
|LocalContent=Agent Workspace now supports rich messages in the Contact History views for Chat, Facebook Messenger, and Twitter Direct Message interactions. Please contact Genesys to enable this behavior.

|SupportingDocumentation={{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Agent_Annex}}
}}

@@ Line 63: / Line 63: @@
 |IssueCategoryId=a8930ebb-8e46-4ecd-993f-cdd2d61bc400
 |Content=\[WWE]\[Private Only]:The following Case Data date field options (link to doc) now also support the same configuration values as the corresponding options in Workspace Desktop Edition:* date.time-format* date.time-display-format
-|LocalContent=The following Case Data date field options (link to doc) now also support the same configuration values as the corresponding options in Workspace Desktop Edition:
+|LocalContent=The following Case Data date field options now also support the same configuration values as the corresponding options in Workspace Desktop Edition:
 *'''date.time-format'''
 *'''date.time-display-format'''
 }}
 {{Issue

@@ Line 6: / Line 6: @@
 |PrivateEditionReleaseDate=2022-09-29
 |Highlight=Support for messages in the Contact History views for Chat, Facebook Messenger, and Twitter Direct Message interactions.
 }}
 {{Issue
@@ Line 18: / Line 20: @@
 |Content=\[WWE]\[AWS] \[Azure]:Agent Workspace can now control which attached data keys are excluded during the creation of an inline forwarded email. The default excluded attached data keys (ContactId, EmailAddress, FirstName, LastName, PhoneNumber, toAddresses) can be removed from exclusion and custom attached data keys can be added.Previously, it was not possible to change this list of excluded attached data keys.Please contact Genesys to adjust this behavior\[Private]:Agent Workspace can now control which attached data keys are excluded during the creation of an inline forwarded email. The default excluded attached data keys (ContactId,EmailAddress,FirstName,LastName,PhoneNumber,toAddresses) can be removed from exclusion and custom attached data keys can be added. Use the *email.inline-forward.exclude-case-data-keys* option to configure this behavior. Previously, it was not possible to change this list of excluded attached data keys.
 |LocalContent=Agent Workspace can now control which attached data keys are excluded during the creation of an inline forwarded email. The default excluded attached data keys (ContactId, EmailAddress, FirstName, LastName, PhoneNumber, toAddresses) can be removed from exclusion and custom attached data keys can be added. Previously, it was not possible to change this list of excluded attached data keys. Please contact Genesys to adjust this behavior.
-<!--
-'''For Private Edition''', use the '''email.inline-forward.exclude-case-data-keys''' option to configure this behavior.-->
+'''For Private Edition''', use the '''email.inline-forward.exclude-case-data-keys''' option to configure this behavior.
-|SupportingDocumentation=<!--[https://docs.genesys.com/Options:Genesys_Web_Services:interaction-workspace:email-inline-forward-exclude-case-data-keys email.inline-forward.exclude-case-data-keys]-->
+|SupportingDocumentation=[https://docs.genesys.com/Options:Genesys_Web_Services:interaction-workspace:email-inline-forward-exclude-case-data-keys email.inline-forward.exclude-case-data-keys]
 }}
 {{Issue
@@ Line 27: / Line 29: @@
 |Content=\[WWE]\[AWS] \[Azure]:Agent Workspace now supports unlimited ringing time for ringtones for agent accounts that are configured for auto-answer after a timeout duration. Unlimited ringing time is configured by setting the value of the ringtone duration to -1. Previously in this scenario, when the interaction notification was displayed, the ringtone did not always play.\[Private]:Agent Workspace now supports unlimited ringing time for ringtones for agent accounts that are configured for auto-answer after a timeout duration. Unlimited ringing time is configured by setting the ringtone duration to -1 using *&lt;media-type&gt;.ringing-bell* option. The auto-answer timeout duration is configured by setting the value of the *&lt;media-type&gt;.auto-answer.timer* option. Previously in this scenario, when the interaction notification was displayed, the ringtone did not always play.
 |LocalContent=Agent Workspace now supports unlimited ringing time for ringtones for agent accounts that are configured for auto-answer after a timeout duration. Unlimited ringing time is configured by setting the value of the ringtone duration to '''-1'''. Previously in this scenario, when the interaction notification was displayed, the ringtone did not always play.
-<!--
-'''For Private Edition''', unlimited ringing time is configured by setting the ringtone duration to -1 using '''&lt;media-type&gt;.ringing-bell''' option. The auto-answer timeout duration is configured by setting the value of the '''&lt;media-type&gt;.auto-answer.timer''' option.-->
+'''For Private Edition''', unlimited ringing time is configured by setting the ringtone duration to -1 using '''&lt;media-type&gt;.ringing-bell''' option. The auto-answer timeout duration is configured by setting the value of the '''&lt;media-type&gt;.auto-answer.timer''' option.
-|SupportingDocumentation=<!--[https://docs.genesys.com/Options:Genesys_Web_Services:interaction-workspace:-media-type-zringing-bell <media-type>.ringing-bell] and [https://docs.genesys.com/Options:Genesys_Web_Services:interaction-workspace:-media-type-zauto-answer-timer <media-type>.auto-answer.timer]-->
+|SupportingDocumentation=[https://docs.genesys.com/Options:Genesys_Web_Services:interaction-workspace:-media-type-zringing-bell <media-type>.ringing-bell] and [https://docs.genesys.com/Options:Genesys_Web_Services:interaction-workspace:-media-type-zauto-answer-timer <media-type>.auto-answer.timer]
 }}
 {{Issue
@@ Line 54: / Line 56: @@
 |Content=\[WWE]\[AWS] \[Azure]:To better handle inline images from standard responses used as a signature, Agent Workspace now embeds the images in an email interaction by default. Restrictions configured for image size and file type for attachments are also applied to images from standard responses used as a signature.\[Private]:To better handle inline images from standard responses used as a signature, Agent Workspace now embeds the images in an email interaction by default. Restrictions configured for image size and file type for attachments are also applied to images from standard responses used as a signature. The *email.signature.process-embedded-images.enable* option is no longer supported.
 |LocalContent=To better handle inline images from standard responses used as a signature, Agent Workspace now embeds the images in an email interaction by default. Restrictions configured for image size and file type for attachments are also applied to images from standard responses used as a signature.
-<!--
-'''For Private Edition''', the '''email.signature.process-embedded-images.enable''' option is no longer supported.-->
+'''For Private Edition''', the '''email.signature.process-embedded-images.enable''' option is no longer supported.
 }}
 {{Issue
@@ Line 94: / Line 96: @@
 #The reference attached data is set or updated either by the agent or as part of the interaction with non-ASCII characters that get encoded by Agent Workspace.
 #Non-reference attached data is updated.
-<!--
 '''For Private Edition''', previously, in the following scenario, a web application that was configured to be updated by attached data was incorrectly updated by unrelated attached data:
@@ Line 101: / Line 103: @@
 #The web application is configured to react in some way when the attached data was updated (that is, the value of the '''attached-data-update-handle-mode''' option is set to 1 or 2).
 #The reference attached data is set or updated either by the agent or as part of the interaction with non-ASCII characters that get encoded by Agent Workspace.
-#Non-reference attached data is updated.-->
+#Non-reference attached data is updated.
 }}
 {{Issue
@@ Line 127: / Line 129: @@
 |Content=\[WWE]\[AWS]\[AZURE]:Agent Workspace now supports rich messages in the Contact History views for Chat, Facebook Messenger, and Twitter Direct Message interactions. Please contact Genesys to enable this behavior.\[PRIVATE]:Agent Workspace now supports rich messages in the Contact History views for Chat, Facebook Messenger, and Twitter Direct Message interactions. Use the privilege.chat-nexus.can-use-contact-history-detail option in the Agent or Agent Group Annex to enable this feature._Add Link to WWE PE Guide._
 |LocalContent=Agent Workspace now supports rich messages in the Contact History views for Chat, Facebook Messenger, and Twitter Direct Message interactions. Please contact Genesys to enable this behavior.
-<!--
-'''For Private Edition''', use the '''privilege.chat-nexus.can-use-contact-history-detail''' option in the Agent or Agent Group Annex to enable this feature.-->
+'''For Private Edition''', use the '''privilege.chat-nexus.can-use-contact-history-detail''' option in the Agent or Agent Group Annex to enable this feature.
 |SupportingDocumentation={{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Agent_Annex}}
 }}