Change Notes

Version 12.31

Show agent’s name on chat bubbles of internal chat representations

The name of the chat agent is now visible in all chat bubbles that can be found in the supervisor and desk as long as no dynamic nickname getter is configured through the system parameter “chat.agent.nickname.getter”. The external contact still won’t see them anyways.

Version 12.30

Journey: Group by processes

A new checkbox in the journey tab shows the entries grouped by their process (youngest ticket of thread). If it is checked, only the top processes root tickets will be shown with an unfold option to see all related single tickets in the journey.

Version 12.29

Content of machine readable attachments new searchable

The text of attachments of mails and chats will now be contained in the full-text-search index. So mails and chats can be found by searching for keywords that are only contained in their attachments.
To deactivate this additional functionality (maybe because of the increasing size of the SOLR full-text-index or for performance reasons) the systemparameter search.attachment.content can be set to false.

Changed Icon for mails that are being edited

Visual improvement:
Formerly it was hard to notice the difference between mails that are currently being edited by an agent and the ones that are still waiting. The icons for these mails have been a closed and an opened envelope.
Now mails that are currently being edited have a new icon with a large black pencil symbol to distinguish them from the mails that are not being edited yet.

New KPIs in Agent’s home tab for Call

New Call KPIs have been introduced in the agent Desk’s home tab:

• Total talk time (of this agent)
• Average call time (of this agent) 
• Total wrap-up time (of this agent)
• Average wrap-up time (of this agent)
• Total ring time (for this agent)
• Average ringing time (for this agent)
• Display of the break time (total) and separated into break times with working time interruption and without working time interruption
• Display of the time since the last call (from the end of the wrap-up time)
  
  

 

Version 12.28

Differentiated display of telephone tickets in the Journey

Phone tickets now have a different icon in the journey and can be filtered directly by them. The new icon is the usual letter icon for mails with a phone in the lower right corner.

Enhancement of the detail search: Search in global search field now also possible for defined properties

In the global search field of the detailed search, the properties defined in the supervisor under the system settings for “Searchable mail (or chat) properties” are now also automatically searched. The filter dropdown in the search field has been extended accordingly by the entry “Properties” so that this field can also be excluded from the search if necessary.

History also shows the originally sent reply in case of send errors

If a mail should run into a send error and was subsequently completed by the supervisor, the original reply attempt could no longer be found directly.
Now this can be viewed by clicking on “Sent” in the history.

New KPIs for Call on the Home Tab in iAGENT Desk

The existing KPIs for Call have been extended by many useful key figures.

Version 12.27

Emoji picker – chat and mail editor iAGENT Desk

In the Toolbar of HTML controls in iAGENT Desk editor there is a new Smiley Icon. This opens a selection dialogue for Emojis. It offers the most recently used Emojis as well as a search functionality. Because of several different Emoji libraries out there, some selected Emojis could look a little different on customer side.

F (function) keys for answering and ending calls in iAGENT

New shortcuts for easier answering and ending a call: F8 and F9

Journey – Deeplink to search on clicking an entry

Beside of just unfolding an entry in the Journey tab, clicking directly on the id or process id opens the search with the clicked channel and ID so that more details to the journey entry can be seen in the search result.
The simple unfolding of entries in the journey for quick researches is still existing.

iAGENT Mail – No longer abbreviate attachment names or always show file type additionally

If names of attachments are too long to be displayed in the attachment listing of the desk editor, the name has been shortened and three points have been added. But like this the user was not able to see the file type any more.
So now the attachment name is still shortened, but the file type extension (.jpg, .pdf, …) is still added on the end.

 

Version 12.26

Automatic Workflow-Operations apply also for new processes

New processes that are saved and re enqueued will also trigger the configured category actions like automatic forwarding, serial replies etc.
For activating this feature, the “Save and Enqueue” Button has to be activated through the system parameter “agent.newProcess.quickCase.createAndEnqueue = true” as well als the automatic processing for new processes through “workflow.autoProcessing.newProcesses = true“.
The behaviour was not changed for the “Create and edit” functionality: There the automatic workflow operations will only be triggered after the ticket has been recategorized once!

Resubmission status was missing in the Chat-Status of Search in Desk and Supervisor

For the agents to easily find resubmitted chats, the search now offers the status “Resubmit”.

Version 12.23

New languages for tickets and chats

The following languages have been added and can be used for communication with customers (ISO 639-1 code in brackets):

• Hindi (hi)
• Lao (lo)
• Urdu (ur)
• Bengali/ Bangla (bn)
• Punjabi/ Panjabi (pa)
• Filipino (tl)
• Telugu (te)
• Tamil (ta)

NOTE: For compatibility reasons only two letter codes are used, so “tl” instead of “fil” for Filipino.

Keep “chat-only” Agents always in Chat mode

A new parameter can prevent “chat-only” Agents from changing to Mail or Call modes. Applied to Agents who may process mails and chats, it keeps them in the Chat mode as long as they have an active chat.

New Chat view shows only System messages

So far a Chat Agent could choose between two view modes: Display only the actual messages (simple chat history) or include the system messages (detailed chat history). A new 3rd view mode displays only the system messages (system chat history).

Orphaned inline attachments included when externally forwarding a mail

The Tag [ATTACH-FILE:”*”] in a mail template is to ensure that all attachments are included when the mail is forwarded. So far, orphaned (not linked) inline attachments were ignored. This has been fixed, the forwarded mail is sent with all attachments.

Version 12.22

Directly access tabs and filters in the search via deep link

Call and chat tabs in the search can be accessed directly via a link. In addition, filters can be specified in the link to search for chats or calls that a particular agent has accepted, not accepted or forwarded. For example (agents with usernames Agent1 and Agent2 who have forwarded chats): search.xhtml?dl=true&initialTab=chat&chatForwardedByAgent=Agent1,Agent2

Filter chats in search by language

In the Chats tab in the search, you can now filter by the language of the chats under More Filters.

 

Version 12.21

Find unaccepted and forwarded calls and chats of an agent

When filtering for a specific agent in the search, all calls and chats that this agent was involved in (also before closing) are now displayed. Under More filters, it is also possible to filter for calls or chats that an agent has forwarded or not accepted.

Hide system messages in chat history

A new button located in the top right corner of the chat history allows to choose between displaying a simple or detailed chat history in Desk and Supervisor. Messages that have not been sent by the customer, agent or a chatbot (system messages) will be hidden in simple chat history.

New default setting for rerouting call on recategorization or change of tags

In BrowserPhone, when the category or routing tags of a call are changed, the default setting regarding rerouting the call has changed. The checkmark to reroute the call is now disabled by default and must be set to active.

Consultation call during ongoing customer call

Agents can make another outbound call while a customer call is in progress, for example, to ask consultation questions elsewhere.

 

Version 12.20

View call logs in phone tickets in the journey

Call logs made by an agent in the first draft of a phone ticket can now be viewed in the journey. The logs are stored in the inbound part of the ticket and are also displayed in the journey.

Find active chats via search

Chats that are not yet completed are now already included in the search results and thus also appear in the Journey.

Find contacts with precise search and contact ID

When searching for contacts in the contact search or advanced search, you can use quotation marks to search for exact matches. “John Doe” will then find contacts with exactly this name.
Furthermore, contact IDs can be used to search for a contact in the Customer search field. If a number is entered in this field, the contact that has exactly this number as their ID is shown first and in boldface in the results dropdown.

Display KPIs from previous day

In the Home area, the previous day (“Yesterday”) can now also be specified as time period for the figures.

 

Version 12.19

100,000 characters allowed in chat messages

Text or HTML messages in chat are now truncated only after 100,000 characters. Longer messages are marked with a note in the chat history. Raw messages with longer content cannot be created (also indicated in the chat history).

PDF is sent with serial reply

If a PDF template has the same name as the serial response template, the filled out PDF template will be attached when sending a serial response.

Routing tags: In search and editable for agents

Routing tags are now also included in the advanced search in Desk and Supervisor. Existing tags can be searched for using a checkbox and a new column with the tags can be displayed in the results. The search for routing tags is possible for all new requests as well as mail and chat requests that are up to three months old.
In addition, agents can also change the assignment to existing routing tags when editing a request. The Recategorize button has a dropdown for this purpose. Similar to recategorization, it allows the agent to choose whether to keep the ticket in process afterwards or redistribute it.

Hide categories without open requests

In the user settings in Desk or in the Supervisor, an option can be activated that causes categories that do not contain any open requests to be hidden both in the global inbox in Desk and in the backlog in the Supervisor.

 

Version 12.18

Drafts: Column for saving time of a mail

To make it easier to distinguish saved drafts concerning the same ticket, the Drafts folder contains a new Saved column that shows the time when a draft was saved. The Received column, which shows the time the associated ticket was received, has been removed in return.

Only HTML mode in agent response area for chat

The text (TXT) mode for the agent response editor in the Chat module has been removed and only HTML editor is available. In messenger chats, some text formatting buttons are not displayed, which would have no effect in chat (simple formatting such as bold or italics is possible). Text modules can also be used in HTML mode.

Transaction codes in multiple languages

Transaction codes can now be created in multiple languages. For display name and description of a code, translations (for languages in which the iAGENT user interface can be displayed) can be entered in the edit view of an individual transaction code. An agent will see a transaction code in the language he is logged in with (if there is no translation for this language, the default user interface language set in the system settings will be used).

Clearance process optimized

If clearance is required for a category or a user per supervisor configuration or if clearance was forced by an app, an agent can now send the mail to the clearance check via the Send after clearance button (previously, only the Send and Close button was visible in this case, which implicitly sent the mail to the clearance check). If clearance is not required, an agent can still either send the mail directly using Send and Close or manually request a clearance check via Send after clearance.
To prevent an authorized user from accidentally sending mails from the Authorizations folder unchanged, a confirmation dialog now appears when mails are sent directly from that folder.

Obligatory transaction codes for Call

If transaction codes are configured or required for a category, agents are forced to assign a transaction code. For this purpose, a dialog for selecting a code is displayed when …

• the call is terminated,
• the agent wants to end the work after call time manually (which is not possible until a code has been assigned) or the automatic work after call time expires (status then remains in work after call time with timer at 00:01 until the transaction code has been assigned),
• the agent wants to change to Chat, requests a break or wants to log off (which is not possible until the transaction code has been assigned).

In addition, the call IDs for calls without transaction codes are displayed in the Supervisor in the CTI agent status and in the call backlog under Available agents.

Central attachments and [ATTACH-FILE] tag in text modules available for chat

Central attachments can now be selected in Chat, too. In addition, the [ATTACH-FILE] tag can be used in text modules to send attachments in Chat.

Display of image attachments optimized

Image inline attachments which are not displayed in the HTML part of a mail are displayed below the mail in all mail detail views (not in the Desk Editor).

 

Version 12.17

Chat frontend: Pushlinks, uploads and URL parameters are supported, and users can be blocked

The chat frontend now also supports push links, and users can upload files or images – either via a paperclip icon next to the edit field or via paste function (CTRL + V). Furthermore, URL parameters can be passed to chat properties. And eventually, an agent can now block a user – the latter will not notice the blocking in his frontend, but will not be routed to a new agent for the next 24 hours along with the message that no agent is available.

Category dropdown position in the editor window more intuitive

When creating a new proess, the category selection dropdown is now located in the second position on the right part of the header (below the icons for Print Preview and Attachments, among others, and the spell check). Since a new process requires the category to be selected before the template, the new order is more in line with the usual workflow.

Set redistribution of chats on recategorization as default

If a chat is recategorized, the agent can select via checkbox whether the chat should also be redistributed (Route chat again). This check can now be preset by default in the supervisor via System Settings or a system parameter.

Multiple TOP text modules per template

Multiple TOP text modules can now be added to the same template. If they are added to the proposal manually (not via tag), the red coloring of the text module is also omitted.

 

Version 12.16

Recategorize from custom filter folders

Mails from custom filter folders in the global inbox (which were added via app and allow a further filtered view of the inbox) can now also be recategorized via context menu.

New application languages: Croatian, Romanian, Slovenian and Hungarian

The iAGENT interface can now be displayed in Croatian, Romanian, Slovenian and Hungarian.

 

Version 12.15

Module-specific availability when logging in with station ID

When an agent logs in with a station ID, they can now set their availability on a module-specific basis – regardless of the system parameters or agent settings in the Supervisor.

 

Version 12.14

Request for manual work after call time is configurable

It is now possible in the Supervisor’s system settings to set whether and when an agent can request manual work after call time. Previously, this was always possible – regardless of an active call; now, the request for manual wrap-up time can either be prevented at all or made possible only during an active call.

Design can be set to dark or high-contrast mode

In the user settings, there is new setting where a user can set a dark theme or a higher-contrast display of the user interface (in addition to existing design). The setting can be set both under Individual Settings in Desk and in the Supervisor user settings.

 

Version 12.13

Custom column with ticket property in backlog or inbox

In the system settings, a single ticket property can be configured (separately for supervisor and agent) to be displayed as the last column in the backlog or an agent’s inbox. The name of the column can optionally be also be defined. An agent can sort by this column, and in the Supervisor, the column can additionally be activated/deacitvated and filtered by.

 

Version 12.12

Colored category indicators on Email tab

The feature “Colored category indicators” that highlights scentences which lead to a specific category in the original mail can now be activated through the supervisor system settings. The function provides colored highlighting of the recognized categories of the customer mail within the mail detail view. The highlighting can be toggled automatically or manually by the user. Please note that the function is only available for mails that have been received after activating the feature.

Color of clock in status icon for external inquiries

If an external inquiry exceeds its due date, the clock in the status icon turns red, looking likeand .

All searches use “contains” logic now

Searching for “omi” will now find “novomind” as well as “omicron”.

Design: optional, slightly darker theme

The iAGENT Desk and iAGENT Supervisor appearance can be easily changed via a system configuration: Here, the background color is changed from white to a light gray, the font colors are darkened, and the contrasts are generally increased somewhat. The system administrator (supervisor) can activate this new style for individual users. In subsequent iAGENT versions, it is planned to create several different themes (including a dark mode) and to offer these to users for selection on their own settings in the Desk.

 

Version 12.11

Contact tab extension

The entry of new phone numbers on the Contact tab, which appears on all request types, is now split into country code (drop-down list) and actual phone number with area code. This ensures that no wrong formats or incomplete phone numbers can be entered.
Another new feature is that the phone numbers and email addresses displayed on the contact tab are clickable. For phone numbers, a call is then initiated with this phone number (after a confirmation prompt), whereas for email addresses, a new process is opened and the clicked email address is entered as the recipient.
The communications triggered in this way naturally end up directly in the customer journey.

Inline attachments

The display of attachments (paperclip) to requests of the “Mail” module have been optimized to the effect that they no longer show graphics embedded in HTML mails (e.g. in signatures), but only real file attachments.
This leads to an increased clarity when mails arrive with graphics in signatures or background images. The functionality to download all attachments as a zip file, which is offered from a quantity of 5 attachments, has also been adapted so that it no longer includes embedded graphics.

 

Version 12.10

Task number now in response editor header

When creating a new task, it is now possible to assign it directly to an existing task via the task number. For this purpose, a new input field is available in the subject line. If you click on it with the mouse, an input dialog opens. The process number can then be entered in this dialog. During the input it is checked whether the entered number is a valid process number. If this is not the case, a message will be displayed.

The input field of the process number is also visible for normal tickets, but only if the editor is set to full screen!

 

Version 12.9

Presetting of resubmission date for external queries possible

It is now possible to predefine the optional resubmission date on the dialog for external inquiries via configuration of the system parameters.

 

Version 12.8

No content

 

Version 12.7

Automatic pause of processing times after agent inactivity

Sometimes it happens that agents have to perform other activities besides their screen work, but should still be reachable for synchronous channels via iAGENT. If, however, these agents already have a mail in processing mode while they are working away from the screen, the processing time is constantly increased and added up, even though they are not actually working on this request.
To minimize this inaccuracy, there is now a threshold above which the agent is put into idle mode. The screen is covered with a gray veil and a clock icon appears in the middle.
The special feature of this status is that the processing times of all in-process tasks are now paused, but the agent can still be reached for incoming synchronous requests such as chat or call – in contrast to the “Pause” status.

The agent only switches to this idle state if:

• no phone call is currently in progress,
• the agent is not on the chat interface,
• the agent is not in pause,
• no “action” has taken place for more than X seconds (e.g. switching from one mail to another),
• there was no textual change in the editor for more than X seconds,
• and no search has been performed for more than X seconds.

The threshold value of X seconds can be set via the system parameter agent.maxIdleTime. In addition, the agent can also be automatically logged off instead of going into the Idle state. For this purpose, the following system parameter must be entered in addition to the threshold value: agent.maxIdleTime.logout = true

Note that the idle state does not take effect in the iAGENT Claim area!

 

Version 12.6

New application languages: Czech and Chinese

The iAGENT interfaces can now be switched to Czech and Chinese.

 

Version 12.5

Password strength check

When an agent wants to change his password, it has to match the globally set password minimum strength. Users are then notified of the sufficiently strong password strength with a bar when entering new passwords: A green bar means that the password meets the minimum strength and can be used that way.
If, on the other hand, the bar is red, the password must be made more complex by adding any special characters, upper and lower case letters, and numbers.

Search: Dynamic time specifications are marked with a symbol

If a dynamic time range is selected during the search and the selection dialog is closed, an icon is displayed next to the date range in the search field to indicate the dynamic. In addition to dynamic time ranges such as “Last week”, “Last month”, etc., fixed date ranges can also be selected (e.g. 01.06.2021 – 01.07.2021), from which the dynamically entered time ranges can then be distinguished.

Changing the reason for the break without interrupting the break

If break reasons are defined (>1), then a selection is displayed in the reactivation dialog after the break, which can be used to change the current break reason even without logging in. This was not possible until now – it could happen that an agent logs in and then receives a call, although he actually only wanted to change the reason for the break.

 

Version 12.4

No content

 

Version 12.3

Journey – Number of open items as a number on the tab

The open requests of this contact or this process (switchable on the Journey Tab) are now displayed on the Journey Tab. This way you can directly see if there are any other open requests, which might have to be taken into account for the answer. Unfortunately, this number cannot be displayed on the Journey tab in the Chat module at the moment for performance reasons.

 

Version 12.2

Notes for chats

Also for chats it is now possible to save notes permanently and only for authorized agents (chat category) to chats. This is especially helpful if, for example, a Messenger chat cannot be answered immediately and is put on resubmission. This way you can already store notes for later processing. As in the Mail module, the notes are arranged in a separate tab that can be viewed while editing the chat. This tab is also visible via the search in the Desk and in the Supervisor. In the Journey tab, the notes are also displayed on the chat. For this purpose, a notes icon is available on the far right of the chat entry. Notes are opened there in a separate dialog.

Ready statuses in the forwarding dialog

When forwarding mails and calls in the desk and supervisor, the dialog for selecting an agent now also displays the agent’s status in brackets in addition to the agent’s name, if the agent is currently logged in but not ready for the channel or even on break. In this way, the forwarding agent or supervisor can directly see whether the agent is currently ready to answer the request or not. In case of urgent requests, another colleague can then be selected directly.
In addition, the checkbox “Online” has been renamed to “Logged in” to indicate more clearly that the agent may be logged in but not available (on break or the channel is set to “not ready”).

Extension of the date search mask

In the detailed search it is possible to search for certain date intervals like “last week”, “last year” etc. by means of a dialog. Now there is another search option: Using a slider, the search can be narrowed down to queries between two past dates. For example, this can be used to search for all requests received or last processed between the last 60 and 30 days. This time range is also saved dynamically if the search query is saved by the user.

 

Version 12.0

New style

The new novomind-uniform style has also moved into the iAGENT Desk! Experience all novomind products in a uniform, modern design! To make the changeover easier, the basic operating concept has remained the same, except for the tabs for the iAGENT modules, which have been moved to the left in the main menu bar.

Contact aggregation

Contacts are becoming more and more central in the context of the customer journey. Therefore, a lot of optimization has been done in this area: All modules (call, mail, chat) got their own contact tab, on which the previously known contact options can be seen. In addition, new contact options can be added quickly and easily on the tabs. The system automatically ensures that no duplicates are created within a client: If a contact already exists in the same client with the newly entered contact option (e.g. phone number), the newly entered contact option is NOT created, but the other contact found is linked to the original one and the user is informed about it. On the tab, all contact possibilities of all contacts connected in this way are displayed collectively. Also the Customer Journey, which is displayed on the Journey tab, then contains all correspondences of all linked contacts together. The edit mask of the contact can be opened by clicking on the displayed ID.

The contact editing mask has been extended

namely by the following functionalities:

• New tab “Linked contacts” shows all linked contacts. In addition, the tab offers the possibility to find other contacts via a search and link them to the contact. This is useful, for example, if you want to display a common journey across clients on the Mail/Call/Chat tabs or on the contact itself. In addition, accidentally linked contacts can be disconnected from each other again.
• New tab: “Journey”, shows the common customer journey of all linked contacts.

Date format selection on users

Users can now set a default date format for output in the Desk under “My Settings”, as well as supervisors in the user and global system settings. The system first determines the format set on the user and if none is available, the system format is used as a fallback. The determined date format is taken into account in many relevant places on the user interface. It should be noted that some customer-specific modules or reports cannot take these adjustments into account