Change Notes

Version 12.34

Download, Import, Export of Templates

The filesysem based import and export of templates now also works on the supervisor user interface. Two new buttons in the templates list offer the opportunity to export (download all selected templates in one zip file) and import templates.
A dialogue offers special import and export options such as “export associations”, “export attachments”…

Added Chat-REST and Reporting process to overview on System->Status->Processes Page in Supervisor

The Chat-REST and Reporting process have been added to the process status listing on the supervisor page System->Status->Processes Page.

Added grouping/filter options to call reports

Call reports received new filters and / or grouping options:

• Received queued calls:
  • Filter: Status
  • Grouing: Transaction Code
• Received direct calls:
  • Filter: Status
• Outgoing calls
  • Filter: Status

Call Reports: Group by Contact

All call reports can optionally be grouped by the caller (contact) now.

New call report: Efficiency per agent (inbound)

A new call report for viewing the efficiency of agents has been created. It shows beside others how long the agents are busy with calls, how long it was ringing in average and who did not pick up incoming calls.

Expanded HISTORY_LOCATION report generator view by agent name

The report generator view “History location” did not reliably show the agent names on history entries. This is fixed now.

 

Version 12.33

Supervisor Template Editor: Give hints on syntax errors of template sourcecode

A new button on the content editor of the templates gives exact information about errors in the sourcecode of a template which prevents the editor from showing the template in the view mode. These error information can be refreshed by clicking on the new button “revalidate sourcecode”.

Copy functionality for templates

There is a new “Duplicate” button in the search list of templates. As soon as only one template is selected in the list, this button will be activated. On using it, the template edit screen will open where the name and the internal name can be changed. Once saved, the information of the originally selected templates have been copied but without the associations to categories.

Supervisor Template Association: Filter options Category assignment

A new filter dropdown has been introduced on the category assignment tab on the template editor of the supervisor. With help of this, the entries can be filtered by “all”, “associated” or “not associated” entries that will be displayed in the category list.
The tenant of the category also will be shown in the list and a filter option for the tenant is inserted as well.

Version 12.32

New Template type “Stationary”

A new template type has been introduced: Stationary!
So with this the user is able to create a layout for all his upcoming templates which may contain the header, footer and a placeholder for the category specific template content – which now may only consist of the pure category-specific text! Creating category specific templates is now so much easier!

Internal name of new templates will be synchronized with display name

On creating a new template, the internal name will be synchronized with the just entered display name and thus doesn’t have to be entered manually.

Show associated templates in PDF templates list

A new column in the PDF templates list shows, whether this pdf template is already associated to a template as attachment.

Show template references to categories in templates list

In the list of templates new colums show the references to categories – per usage type! So you quickly can see that this specific template is associated as intermediate reply to category X.

Category configuration: Default-templates names will be shown if no specific template is associated

If the checkboxes for setting specific templates on the templates tab of the categories configurations are not set, the default templates apply. This can now be seen on the dialogue itself: the default templates names are shown in light gray in the name field instead of showing them empty.

Attention Icon displayed next to not assigned templates in templates list

When a template is still not associated to any category, the list will show a yellow exclamation mark in the list. 

 

Version 12.31

New privilege for editing the pause state of users within the analytics diagrams

A new privilege “Analytics – Set agents to ready” assures that only supervisors with this specific privilege can set the agents status from pause to ready within the analytics diagrams “Agens status” and “Agent busy status”. The updater adds the new privilege to all groups automatically which had the analyics privileges for this specific diagrams before.

New validation of email address fields within the system settings

New plausibility checks for entering email addresses have been introduced within the system settings. No invalid email addresses can be entered any more and duplicates will be avoided.

Persist new call parameter

New parameters are being stored in the database to be able to be reported:
Selfservice Y/N, authorized Y/N, duration of speech to text and characters used for text to speech.

Add Servicelevel and BusinesshourState to Received Queued Calls Report

New columns for “In Service Level” and “In Business Hours” added to the call report “Received Queued Calls”. It shows the information whether this call has been received within the defined service level of the cateogory at the time the call came in and whether it was received within active business hours.

New columns for new template associations

The category search list within the supervisor has been expanded with the following columns:
– Associated New Process Template
– Associated Confirmation Template
– Associated Response Template

Extend Incoming Queued Calls Report

The report “Incoming Queued Calls” has been extended through the following columns:
– Customer waiting time
– Immediate Delivered (waiting time less than one second)
– Hang-Up Queue (did the contact hang up waiting within the queue?)
– Hang-Up IVR (did the contact hang up within the IVR menu?)
– Finished by (who hung up first – Agent, caller or system?)
– Redirection (has this call been redirected?)
– Short hanger 5 (caller hung up after 5 seconds in the waiting queue)
– Short hanger 10 (caller hung up after 10 seconds in the waiting queue)
– Average handling time (average sum of talking time and post processing time)

Send silent monitoring flag to iAGENT

The supervisor application only offers calls in the silent monitoring selection for which silent monitoring is allowed.

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.

Show more than 100 entries in multi select filters

The static dropdown entries limit of 100 in filters for search and reporting can now be configured through the system parameters display.agent.filter.maxItems and display.supervisor.filter.maxItems.
Please be aware that selecting entries within, or closing such filter dropdowns with higher limits can take much longer!

 

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.

Extend WaitingResponseProvider

Two new parameters are created for defining automatic chat replies of running chats. One if the customer wrote the last message and the agent did not respond yet and one if the agent wrote the last message and the customer did not respond.
These are depending on a correctly defined Response-Provider with the class “com.novomind.chat.agent.plugin.WaitingResponseProvider”.
See RoutingConf. chat Parameter – novomind iAGENT Documentation for further Information.

Create separate privileges for Analytics Diagrams “Account Information” and “Workload”

Separate privileges have been created for both of the analytics diagrams “Workload” and “Account Information”. Before this change, one right was used for both together. The updater of this iAGENT version gives this two new privileges to every system group that had the old privilege before.

Filter for tickets that are part of a process in SV Backlog

It is now possible to search for “only tickets that are associated to a process” by entering the search phrase “..” without the quotes in Supervisor’s advanced search.

 

Version 12.29

New Template Editor

The template editor in the iAGENT Supervisor has been refactored completely.
It has a new search list as well as a new edit interface. 

The most important changes are as follows:

• Only one template entry with variations for the different languages
• No HTML source code – rich text editor with formatting and buttons to insert variables, tables, includes etc.
• HTML source code view as fallback for templates with content that could not be safely presented in the rich text editor mode
• No header includes any more: The information will be set on the language variations. So no language specific headers (subject) is needed any more
• Association to categories is done through a tab on the templates or on a new tab on the categories directly (also a new tab). 

Fair Chat Distribution – Round Robin

The chat routing compares, how many chats each agent had in the last 15 minutes by default and then distributes the next chat to the agent who had the least chats in this time span as long as every agent had the same amount of chats.

Since this change, the 15 minutes default can be set to zero (Systemparameter chat.routing.chatSessionTimeframe = 0) so that the next chat will be distributed to the agent that closed his last chat the longest time ago. It is kind of a “round robin distribution”. Only the priority of the agents and the current amount of active chats will be considered for distribution.

Content of machine readable attachments now found through full text search

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.

Analytics: New Agents Availability Status Monitoring

A new Analytics Diagram “Monitoring-Availability times” has been introduced with an own privilege: “Availability times – show”
It shows in which times the agents have been set to available or pause in every module (chat, mail, call) in the general tab.
The module specific tabs are going deeper: They are even showing their group specific availability status.

Color philosophy:
Green = set status to avaliable
Red = in Pause
Blue = in after work time
Yellow = in a running call
no color = not available

The sums at the end of each line mean:
first sum: overall amount of time the agent was ready for this channel or working in it (running calls, after work time, etc.)
second sum: overall amount of time the agent was NOT ready for this channel or in pause.

Please note that the overall amount of time NOT ready (second sum) will be calculated depending on your diagram time filter. If “today” is chosen, the sum amount of time not ready will be 8 hours at eight o’clock even if the agent begins at 9.
So it is recommended to set the start time of work as diagram filter as well! This is because every single category can have it’s own business hours and thus it is not possible to consider business hours automatically in an agent or module based view (which contains multiple categories)!

Change 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 Report Generator View: Not distributed chats

New report and report generator view:
Undistributed chats can now be reported by a new report “Non-Distributed Chats”.
Further it is possible to create own reports through the report generator using the new view “Non-Distributed chats”. It offers the timestamp of the unsuccessfull routing and the agent who was notified.

Transaction code required category setting per module

The setting on the category whether a transaction code is mandatory or not, is now distinguished between the modules call, chat or mail.
So a mail can request a mandatory transaction code but a call in the same category will not.

 

 Version 12.28

Batch Edit for User Group Priority via User Administration

The group priority of several users to certain groups can now be changed simultaneously via a batch edit on the user list.

Journey: Opened history of mails from the Journey no longer block mail editing

If the history of a mail is opened in the Journey, the history dialogue is now only displayed within the Journey tab. This means that it is now possible to continue editing the mail in the editor even when the history is open. The history can now also be filtered via the familiar dropdown (filtered view, complete view).

Sorting the Apps in the Supervisor Apps Menu

The apps displayed in the supervisor apps menu are now sorted alphabetically.

Differentiated display of phone tickets in the Journey

Phone tickets now have a different icon in the Journey and you can filter for them directly. 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 restriction for the visibility of chats for agents

The restriction option “Journey: Only own requests” no longer only affects the journey, but also the chat dialogue of active chats at the agent.
If this option is activated, the agents are only allowed to see the chats for which they are or were the last person to edit the chat. This affects both the journey and the active chat dialogue. This means that agents can no longer view the entire previous communication with the customer, even in messenger chats – only the chat histories in which they were the last agent to be involved.

 

Version 12.27

Check and control “group availability” in workload Analytics diagram

The analytics diagram “Workload” has been expanded through a display of all the agents availabiltity status.
Their availability status per group is also displayed in the corresponding rows of the diagram – it can be changed through drag and drop.
See documentation in the chapter “Analytics” of the supervisor manual for further information.

New group privilege to show unassigned categories (backlog, …)

A new privilege (Show unassigned categories) controls whether unassociated categories shall or shall not appear in the categories view of the backlog. The default is “false”: So these unassigned categories will not be displayed to any supervisor.

Extended max size of textmodules, texmodule notes and notes to 16k

The maximum size of text modules and notes have been increased from 3000 chars to 16KB unicode. To this should be sufficient for all use cases.

Added new column for number of chat steps in “Chat Session Reports”

A new column “Count of chat steps (ChatStepCount)” has been inserted into the reporting view for Chats.

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.

Removing priority routing

In the past, there were two options for determining which tickets were initially due for processing for distribution: via priority routing, where each category was given a priority, and service level-based routing, where the service level of the category was used to determine which ticket needed to be processed most urgently.
Priority routing has been completely removed with this version. The input fields for configuration on the category, client and system screens have therefore also been removed. Routing is now always permanently set via the service level.

Version 12.26

Connecting external authentication now possible though supervisor user interface

The configuration for using an external Identity Management System like Microsoft Active Directory or OAuth2 can now be done within the iAGENT Supervisor user interface.

Tooltip in Backlog “category hierarchy” shows available agents on categories

In the supervisor backlog, the tooltip on the categories in the category hierarchy view shows the number of online agents – as it was in the legacy supervisor.

Send Chat messages through ENTER

Via a configuration option in System Settings->Chat, chat messages can now be sent by the agent with a simple ENTER. If a line break is to be set instead, this is possible via SHIFT-ENTER.

If this option is deactivated, the system behaves as before: Chat messages can then be sent via CTRL-S.

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!

Supervisor session timeout editable in the UI

The supervisor session timeout can now be configured through the system configuration on the supervisor interface.

Chat Parameter configuration via Supervisor User Interface

All relevant chat configuration options can now be set on the supervisor user interface “System Configuraton” on a new tab “Chat”.

Reporting – Reimplement Recategorized report using Java to improve performance

The Report “Recategorized” has now been reimplemented to use predefined Java Classes. This increases the performance.

Search/Reporting/Analytics: Offer deleted main data via extra privilege

For the lobal search, the reporting and analytics there are two new privileges to offer deleted locations and transation codes as filters.

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 12.25

New template tag for dynamic text module selection

From now on, a new tag can be used in templates, for example to select text modules in the template that have been specified by an external system.

[TM_ID:<ID>] or [TM_ID:<variable>].

Examples:

• [TM_ID:4711]
• [TM_ID:<JAVASCRIPT>wrapper.getProperty(“!aisystem.textmodule.id”)</JAVASCRIPT>]
• [TM_ID:externallyselected.textmodule.id]
• <TM_ID:4711>
• <TM_ID:externallyselected.textmodule.id>

Backlog anonymisation extended

If the anonymisation feature is activated, agent names are also anonymised in the supervisor backlog. Until now, this only applied to the chat backlog.

However, a right removes the anonymisation specifically for the supervisor backlogs if required: “Backlog – Cancel Anonymisation”.

Preventing address suggestions from the “Sent Folder

If an agent has activated his “Sent Folder” via his own settings, the e-mail addresses he used for the last mail will be suggested to him when he types in an addressee. This can now be prevented per user or system-wide. New settings are available for this on the user mask and the system settings.

Feature for individual setting of the on-call status can be activated in the supervisor interface.

If the agents are to be able to set their standby status for mail, chat and call individually, a system parameter was previously necessary. This has now been moved to the “System Settings” interface and can be conveniently changed there. If this feature has been activated, it can be defined in the user settings whether the individual agents can change their status individually or only globally.

Forwarding report extended

The forwarding report has been extended to include columns for agent, category and location and has been given an extended, dynamic grouping option.

Change agent status in the Analytics “Agent status” possible

In the Analytics “Agent status” chart, it is now possible via a new button to change agents from the status “Pause” or “Post-processing” back to “Ready”.

Attention: Due to certain configurations it is possible that an agent has to set a completion code within the post-processing time – this is overridden by the forced change of its status by the supervisor!

Improved handling of mails with processing errors

If an incoming mail ran into a processing error, (caused by manually made errors in the knowledge base), the system moved the mail to an appropriate folder on the web server. In the past, after correcting the knowledge base, these mails had to be re-imported manually via a workaround. This has now been changed: These mails are no longer fetched from the mail server, so the system automatically tries to receive and process them again during the next cycle.

For the supervisor’s information, the status chip on the incoming account turns yellow to indicate such an error.

Version 12.24

New filter for mail reports: Cause

In the mail-related reports, it is now also possible to filter by cause.

Detailed search result limit can be changed user-specifically

The limitation of the search result was previously only possible system-wide. Now this can also be overridden individually via a separate setting on the user. For example, to 1000:
search.result.max=1000

New key figures for Grafana dashboards

Two new key figures have been added so that they can be used on dashboards:
* Total follow-up time
* Total number of completed mails (please note that, due to the principle, 100% historical data is not possible in a key figure analysis. A slight lack of precision is to be expected! Dashboards are a good way to visualise trends and do not replace reporting).

Automatic change to “not ready” after ignoring a chat possible

If an agent who is in mail processing mode does not accept a chat, this agent is not considered for further chats for a defined period of time. However, this circumstance could not be recognised on the user interface.
Now, for new iAGENT installations, the ready status is automatically set to “not ready”. If the separate status selection is active for the agent, this only affects his chat-readiness status, otherwise his overall readiness status.
For existing systems, the previous behaviour is NOT changed. However, if necessary, it can be changed to the new behaviour by setting the following system parameter:

agent.setNotReadyForChatOnNoAnswer = true

 

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).

Time formatting in Chat reports adapted

In Chat reports some time duration data were displayed as the amount of seconds. This has been adapted, all time data are now displayed in hh:mm:ss format.

New Column “Cause” in Mail reports

Creation of Chips without hitting Enter key

In some input fields, several values can be stored at a time, like: “language skills: [ENGLISH][GERMAN]”. A so called Chip is created from each input value. If you forgot to hit ENTER after typing a value, your input was ignored, no chip was created. This has been fixed, the chip is created as soon as you proceed to the next input field.

Adapt Columns in Dialog “Restore Categories”

In the dialog to restore deleted categories, the column names (captions) and their order was different from that in the Category overview page. This has now been harmonised.

Supervisor can change Agent’s status from “pause” to “ready”

Now a supervisor can change the status of an agent from “pause” or “post processing” to “ready”.

Tab “Log” for Clean Archive

All data deletion activities by the Clean Archive tool are logged. In a new tab LOG you find a list of these activities displaying the number of deleted and skipped tickets of every execution.

Version 12.22

CTI error message optimized

The CTI error message will only be displayed if there is no connection to the telephone system and is only visible to administrators. In addition, there is a link to the telephone system instance, from where the log files can be viewed via the red traffic light.

Language and extension of includes no longer need to be specified

When using an include, it is now sufficient to specify the name (e.g. <INCLUDE NAME=”salutation”>). The language is automatically selected based on the template. If no html include is available, a suitable include in text form will be selected.

Disable Click to Call

Phone number recognition and highlighting (Click to Call) can be disabled at the phone system instance.

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

More information in the Rating Report

The rating report includes chats with a chatbot. There are also two new columns, one showing the channel (messenger/live chat/video chat/audio chat) and another showing the agent who last processed the chat or mail.

Individual settings on users as a column in the user list

Settings made on the user can be displayed in a column in the user list. For this, a property with the following syntax is configured in the System settings: <name of property>=<display name of column> (e.g. refId=reference number).

Filter chats in search by language

In the Chats tab in the search, you can filter chats by their language 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.

Data deletion protocol

For data deletion, there is a new Log tab where you can view how many tickets, mails, or contacts (or contact options) were deleted on each automatic or manual deletion run. It also lists which tickets were not deleted and why.

Display older chats

For Messenger dialogs as well as for live chats linked to a contact, chats from previous processes can be reloaded via a button.

 

Version 12.20

Recategorize chats in backlog and change tags

Chats that have not yet been assigned to an agent (i.e. in queue or with a chatbot) can now also be recategorized from the backlog. In addition, tags can also be assigned for such chats in the backlog. The changes are marked in the chat history.

Disable button to start audio or video chat

A new system parameter can be used to disable the button to initiate an audio or video call on the agent side.

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.

Disable welcome screen and privacy consent for live chat

If only a single category is assigned to a chat frontend, the welcome screen can be disabled in the frontend configuration. If the welcome screen is enabled, it is also possible to set whether a check mark is required to agree to the privacy policy.

Send and end chat afterwards

The Send button has a dropdown with another button to automatically end the chat after sending the message after a configured time has expired. However, if, for example, another message is received or sent or the chat is forwarded before the time expires, or if other changes are made to the chat (e.g. rerouting after changing tag or category assignments), the automatic termination will be cancelled.

Chatbot is typing

Chatbot configuration can be set to display an “is typing” hint in the chat history for 1-2 seconds before the chatbot response appears.

Find active chats via search

Chats that are still active 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.

Redistribute mails in the 2nd level folder

In the 2nd level folder there is another button under Process-Actions in the More Actions dropdown to requeue processes and thus enable recategorization or external forwarding again.

Analytics: Filter service level figures by location

In the Analytics section, a filter for location is added to the Service level charts.

 

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.

Chatbot can check wait time before handing over to agents

If too many customers are already waiting to chat with an agent and the waiting time is likely to be too long, a chatbot can decide itself whether to hand over the chat to an agent, based on a threshold value for the expected waiting time. The configuration including threshold happens in the action code of a chatbot.

Routing tags: In search and editable for agents

Routing tags are now also included in the advanced search in Supervisor and in Desk. 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.

Disable proactivity rules

Proactivity rules no longer need to be deleted in order to be disabled, they can now be deactivated via a button above the list.

Information about used filters in all standard reports

Which filters have been used for a report is displayed in all standard reports in the preview as well as in exported XLSX files on a separate sheet.

Configuration of messenger chatbots standardized

Messenger chatbots are now also configured via the chatbot menu, just like live chats. For existing messenger chatbots that have been configured via the messenger incoming accounts menu, the update creates a chatbot in the chatbot menu. When configuring the messenger incoming accounts, a chatbot can also be assigned to an incoming account via dropdown.

Hide categories without open requests

In the user settings in the Supervisor or in Desk, 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

Trace routing for mails in Backlog

For mails, the routing criteria can be traced in the backlog with respect to all logged-in agents (as already possible for Call). This makes it possible to understand why a mail was not routed to a specific agent. Under More Actions, the Available Agents button has been introduced for this purpose.

Change of servicelevel counting in Call backlog

In the Call backlog, the service level time is now only counted until a call is answered for the first time instead of until completion (this does not affect the routing order of calls).

Reports: Views containing agents’ names also show usernames

All reporting views that show names of agents now have an additional column showing also the usernames of the respective agents.

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).

Transaction quota monitoring also for chat and call

In the Analytics section, the transaction quota monitoring now includes – in addition to the average number of mails completed per hour – also values for Call and Chat as well as a figure for the total number of tickets completed per hour. It is also possible to filter by agent group or tenant.

More comprehensive rating report

The rating report now also shows more detailed information about the channel (text/audio/video chat or email/letter/new process) as well as the last agent who handled the ticket. In addition, chat ratings involving only chatbots and no agents are included.

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.

Behavior of actions buttons changed

If multiple tickets are selected in the Supervisor, Actions buttons can now be executed if the corresponding action is possible for only one of the selected tickets. After the action has been executed, the tickets for which the action could not be performed will remain selected. Previously, Actions buttons could only be executed if they were possible for all selected tickets.

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.

Column for mail tags in report generator

In the Report Wizard, a column for the tags of a mail is added to all views that show information about mails.

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

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.

Clearer bulk edit for categories and users

The settings in the bulk edit dropdown (via the Change button) for categories and users are now grouped according to the tab under which they are found in the individual settings. For example, the category setting for the Service level-Target (now editable in seconds also in bulk) is found under the General group.

Download old log files

In the Logging section there is a new Archive tab where older logfiles from a selected date range can be downloaded in compressed form.

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.

Aligning settings for privileged routing for chat with mail

As with mail, privileged routing now also takes into account settings like category, routing tag and language for chats, e.g. whether the category, the routing tag or the language should be ignored for privileged routing or not.

 

Version 12.16

Chat frontend: Get chat history by mail and new frontend link in supervisor

After a chat has been quit, a customer can have the history of the conversation sent by mail. This requires configuration of the chat frontend, the reply templates and the system parameters. Another new feature is a direct link to the frontend from the chat frontend settings in the supervisor.

Read status for messenger chats

For Messenger chats, a customer message is marked as read when an agent is in chat mode in that chat while the message is coming in, switches to that chat from another chat or mail mode after the message has come in, or when an agent or bot sends a new message. This default read flag can be disabled in the System Settings.

Show last logout in users list

The column State changed, which already exists in Analytics for the agent status and which shows the last logout of an agent, can now also be added in the users list view.

Multiple selection of mails

Several consecutive mails can be selected simultaneously in the backlog using the SHIFT key. If you hold the SHIFT key, you only need to select the first and the last desired mail. All mails in between will be marked automatically.

New application languages: Croatian, Romanian, Slovenian and Hungarian

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

 

Version 12.15

CORS filter can be activated via system settings

The Cors filter, which allows access to the API from any domain, is now disabled by default and can be enabled via a setting in the supervisor.

New report view for group permissions

A new custom report that shows the permissions of all groups can be created in the report generator.

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.

Email address can be used as device ID

Alphanumeric entries are now also allowed as an extension for a device, so it is possible to use an email address as a device ID.

 

Version 12.14

Warning mail in case of permanently increased event queue

Another system error warning mail is sent if the event queue already has a critical length (i.e. there was already a warning mail for it) and additional elements are added without any elements having been processed recently.

Trace routing for calls in queue

In the Call Backlog, a supervisor can view a table that shows the routing criteria for an individual call in relation to the agents logged in. This makes it possible to understand why which agent is not getting a particular call.

Request for manual work after call time 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.

Different login data for one agent can be set for multiple phone systems

In the user settings there is a new dropdown that shows all phone system instances that are assigned to a user. It is now possible to configure a separate login for each individual instance.

Update button in the app store

Installed apps for which an update is available can be updated directly in the system settings via a new button. This update button is available for the respective apps both under the Installed Apps tab as well as in the App Store.

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.

New standard report for online time

A new view or standard report can be used to evaluate the online time of an agent within a defined period of time. For each day, the online and break time, the time being ready for the individual modules (call, chat, mail) and the time of the first and last login or logout, respectively, are displayed.

Individual settings from Desk configurable via Supervisor

Up to now, language and date settings of a user could already be configured in the supervisor, this is now also possible for all other settings that the agent can change in the “Individual settings”. Changes can be done for individual users or as bulk edit. There is a new tab in the users setting for this purpose.

 

Version 12.12

Custom logo via .html/.xhtml-ressource

A custom logo in the title bar in iAGENT Desk could only be integrated via image files, this is now possible with .html or .html-ressources, too.

Closing tickets in Outbox

It is now possible to close tickets in the outbox. This is sometimes helpful when attempts to send a mail repeatedly fail.

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 .

Data deletion for notes

The settings for data deletion contains a checkbox now which enables you to explicitly clear notes.

Joined Journeys

You can now define properties in the system settings in order to view journeys bundled independent of contact or process in the Journey tab.

Design

The graphic design has been improved.

Custom buttons in Chat tab

In previous versions you could use custom buttons only in the mail tab. These are now available for Chat as well. Please ask your project manager if interested.

“I’ll be back in 30s” – intermediate automatic responses when agent is busy

It is now possible to configure a chat text that will be sent to the customer automatically in the name of the agent, when the agent does not respond within the configurable time limit. The automatic message can be seen in the chat course. This will only happen when the agent is currently working on another chat. Otherwise the system assumes that the agent is just about to answer himself and suppresses this automatic reply to avoid confusion.

Time period for forwarded tickets adjustable

If a ticket is internally forwarded, it is now possible to set the time period (for the whole system or for each tenant) after which the ticket automatically returns to the sender in case the recipient hasn’t picked it up.

Presentation of KPIs in Home tab improved

You can now select a time period (e. g. today, this/last week, this/last month) in order to see the respective figures for Mail, Chat and Call separately. Moreover, you’ll find new metrics for Chat and Call.

All searches use “contains” logic now

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

 

Version 12.11

Javascript in Textmodules

As of version 12.11, Javascript code from text modules is no longer executed on the client side, but on the server side.
To ensure backward compatibility, the Javascript scripts inserted into the text modules using the [JAVASCRIPT] tag will continue to be executed on the client and the usual [JS] tags on the server.
Note: The backward compatibility of the [JAVASCRIPT] tags will no longer apply with iAGENT version 13. Therefore, all text modules should already be checked to see whether any [JAVASCRIPT] tags can be replaced by [JS] tags or whether the content may need to be adapted to ensure runnability on the backend.

Configuration of the HTML editor toolbar per user possible

The toolbar in the HTML Editor of the iAGENT Desk can now be configured per user. To do this, the following keys must be stored accordingly on the user’s edit screen on the “My Settings” tab and the unwanted button names must be removed:

agent.html.toolbarItems1 = formatselect,fontselect,fontsizeselect,bold,italic,underline,strikethrough,|,justifyleft,justifycenter,justifyright,justifyfull,|,bullist,numlist,outdent,indent,|,forecolor,backcolor,mImage,mToggleToolbar2

agent.html.toolbarItems2 = cut,copy,paste,pastetext,|,search,replace,|,undo,redo,|,charmap,link,unlink,advhr,pagebreak,|,tablecontrols,|,mCleanup,code

Group rights for user management can be set differentially

Until now, the right to change a user also included the creation, deletion and copying of users. Now there are two new rights, which replace the old “User administration: Change”:

• Create / Duplicate / Delete
• Change

With this it is now possible to authorize users to modify existing users, but not to let them create new users, for example.

Full-text search can be deactivated via configuration

The full text search in tickets and chats can now be disabled by configuration via System Settings->System->Search. This means that it is no longer possible, for example, for agents to search for tickets with other agent names in the content.

Renaming of permissions for reports

Until now, the permissions for reports in the group management belonged to the folder term (area) Data export. Now they are assigned to the “Report” area. At the same time, the permissions for reports of the legacy supervisor, which is no longer included at all, have been removed and were previously still under the “Report” area.

Description for own holidays now possible

When creating and editing own holidays, a description can now be saved.

 

Version 12.10

CRM data fields by selection list

If the agent is not allowed to create new CRM data fields by system configuration (agent.dbMailProperties.allowCreateNewColumn = false), then no text field appears on the CRM tab anymore, but the already existing data fields are offered in a dropdown. If it is allowed to create new data fields by system configuration (agent.dbMailProperties.allowCreateNewColumn = true), this field is still a free text field.

Rights for Analytics charts “Workload” and “Account information” renamed

The permissions for the two charts still had the old title “Control Panel – View” and “Control Panel – Administration”. These have now been renamed to “Account Information and Workload – Display” and “Account Information and Workload – Administration”.

Automatic line breaks in text module previews

If you click on the icon in front of the name in the administration of the text modules, the content of the text module appears below the entry. In this preview, the text is now also automatically wrapped and displayed with a frame for a better overview.

Subsequent assignment of answers to external queries

If the subject is changed by the external party when replying to external queries, it can happen that the reply to the query can no longer be automatically assigned to the query when it is received. The answer is then marked with a red flag in the 2nd level folder. Here, it can now be selected and assigned to the query via the “Assign” button by entering its ticket ID. The system checks whether the ticket number entered is really an open query and otherwise cancels the action with a message.

Service level display in seconds

Both in the category overview and in the tooltip in the backlog, the category service level is displayed with the accuracy in seconds.

New tooltips in the outbox:

The buttons for the actions “Complete”, “Delete” and “Ignore (delivery error)” have now each received a tooltip with an explanation for better understanding.

Category column on the “Groups” tab of the user edit screen

To make it easier to see which group needs to be assigned when assigning users to groups, a new “Categories” column has now been added to the groups. The first categories of this group are displayed here. The tooltip will show more categories if necessary (up to a maximum of 15).

New “Language skills” column in the Analytics “Agent status” chart

A new column “Language skills” shows all language skills of the agents in the Analytics Chart “Agent status”. This can also be filtered using Multiselect.

 

Version 12.9

Calendar selection on public holiday mask

For simplified input, a date selection via calendar dialog is now possible on the edit mask for public holidays. This also prevents incorrect entries due to an incorrectly selected date format.

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.
externalInquiry.maxResubmitInterval: determines how far in the future the resubmission may be (unit is milliseconds!)
externalInquiry.resubmitInterval.default: determines with which date (from “today” in milliseconds) the resubmission will be preset.
externalInquiry.resubmitInterval.allowEdit = true|false|<nicht gesetzt/leer>. This parameter controls the behavior for the default:

• If the key is missing or the value is empty, the input field for the resubmission time is initially empty when the dialog is opened and is only preassigned with the default value when the field is clicked (if “externalInquiry.resubmitInterval.default” is set).
• If the value is set to “true”, the input field for the resubmission time is already preassigned with the default value when the dialog is opened (if “externalInquiry.resubmitInterval.default” is set). However, the agent can change or delete this.
• If the value is set to false, the input field for the resubmission time is already filled with the default value when opening the dialog (if externalInquiry.resubmitInterval.default is set) and the agent can neither change nor delete it. This implicitly makes the resubmission option mandatory. However, if the value “externalInquiry.resubmitInterval.default” is not set or empty, the agent will not be able to set a resubmission time at all.

All three system parameters can also be set individually for each user. These then have priority over the global system parameter setting.

Report Menu reorganized

The following reports have been moved from the “General” section to “Mail”:

• Agent actions
• Agents per day
• Quality
• Scope
• Templates
• Text modules

 

Version 12.8

More Unicode special characters allowed in text module names

In the past it was not possible to use e.g. Chinese characters in the text module names, which is now possible.

Background image in video chat

For video chat, a background can now be set system-wide or per client, which is displayed behind the agent in the video chat.

 

Version 12.7

Data cleansing: Calls can also be deleted via Supervisor

The option for deleting processes integrated in the Supervisor has been extended to the effect that call data can now also be deleted.

Data cleansing: Simple deletion of selected operations via search possible

Data cleansing works on the basis of saved searches.
Since it would be very complicated for individual processes to first perform a search, save it and then select it again in the data cleansing area, it is now possible to select the entries directly in the search on the tab of the module (Mail, Chat, Call) and to call up data cleansing with the selected entries via the “More actions”->”Data cleansing” button. Please note that entries of the active module (Mail, Chat, Call) are transferred. If the deletion is to be performed e.g. for both mails and calls of the same contact, the data deletion must be performed on both tabs separately.

Precede a chat with a chatbot

Via a new main menu item in the supervisor “Administration->Chat->Chatbots” chatbots can easily be added before live chats.
The incoming livechats will be answered by the chatbot for the time being. However, the chatbot has the ability to change the category of the chat, add routing tags, and also queue the chat for processing by an agent. The agent who then accepts the chat, similar to Messenger chats, sees the customer’s complete, previously conducted dialog with the chatbot from that chat session.
A separate iAGENT Help System (SaaS or on Premises) is currently still required for the provision of the chatbot.

Closing via Supervisor with transaction code

Also in Supervisor, the transaction code dialog is now displayed when tickets are to be closed, which by category so require a transaction code.
For existing systems, a system parameter is set during the update that overrides this new behavior. If this functionality is to be activated on existing systems, the system parameter “supervisor.transactioncode.enabled” must be deleted.

Targeted search for text module fields possible

The search of the text modules has been extended to the effect that it is now possible to limit the information of the text modules in which you want to search by using the filter icon in the search field, which is known from other areas.
This makes it possible to find only those text modules that have a certain word in their name. Previously, the text modules that had the word in their content were also displayed.

 

Version 12.6

New application languages: Czech and Chinese

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

Templates for automatic external forwarding and queries at the category

Templates for automatic external forwarding and external queries can now be configured at the categories. The template configured there for external forwarding will also be used if an agent recategorizes a ticket in this category.

Reporting: Output of used filters now possible in report definitions

In customer-specific report templates, it is now also possible to output the report filters used in a line above or below the report content in Excel.
New tags are available for this purpose: The line in which the report filters are to be output must begin with #USED_FILTERS#. Then the filters desired for output can be specified with the name assigned to them via the tag #PARAMETER in the further columns at the desired position. The tag “USED_FILTER” is then translated in the Excel output depending on the set language into a speaking text, e.g. in English into “Used filter:”.

Report generator: Properties for reports possible

The ticket properties specified for the search can now also be used for own reports via the report generator. These will be offered after a “Properties” separator in the column selection. Both in the filters and as columns for the report output.

 

Version 12.5

Configuring the default language on the Messenger inbox account

On Messenger inbox accounts, it is now possible to specify which language should be assigned to incoming chats.

Password strength check

In the system settings you can now configure how strong the desired password strength of the user passwords should be at least. There are 5 levels for this, from “no restriction” to “very strong”, which can be selected.
Users are then notified of the sufficiently strong password strength with a bar when assigning 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.

Data deletion

The data deletion integrated in the supervisor now has the option to anonymize contacts. This option is only selectable if the contents of the requests for deletion are also selected.
If it is enabled, the association between the contact and the request will be broken. Thus, an association between the contact and the request is no longer possible.
If the deletion option “Delete unused contacts” is also selected, the data of these contacts will also be deleted as soon as no process refers to them anymore.

Multiple addresses configurable for automatic forwarding to categories

On the category configuration screens, multiple addresses can now be selected in the automatic forwarding field.

Enhancement Chat Monitoring

• The analytics charts for “Agent Status” and “Chat Status” have been enhanced to show the number of free and busy chat channels of these agents.
  If an agent is on pause or unavailable for the Chat channel, 0 is displayed as available channels.
  Chart “Agent status
  • Ready status for chat is displayed with “CHANNEL CHAT” with “available” or “not available” (was already available).
  • If the agent is not available for chats (offline, pause marked, in pause, not ready for chats) is shown without without free channels (i.e. if he has 0 chats then 0/0 chats, if he has 1 chat then 1/1 chats, …)
• Chart “Chat status”
  • Shows also chat agents (max. chats > 0) that are in mail mode
  • status in mail mode: “In mail mode
  • Status in chat mode: “In chat mode
  • status in chat mode with pause reserved: “pause requested” and display without free channels
  • status in mail mode or chat mode with pause: “pause” and display without free channels
  • Status in mail mode or chat mode and not ready for chat: “Chat not ready” and display without free channels

 

Version 12.4

No indication of existing user name on failed login

On the login page there is under no circumstances any more a hint on login whether the entered username is a valid user or not.
Only the information “Username/Password invalid” appears.

Deletion tool: Schedule deletion runs via the Supervisor now!

The “Data Deletion” tool which is integrated in the Supervisor is now able to save defined data deletion runs and have them executed automatically by the system at any interval.
Another feature has been introduced: Specific properties of mails and chats can be deleted by choice!

 

Version 12.3

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

The open requests of a contact or a process 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 for performance reasons.

Tabs for all modules in backlog and agent views

When a category was used for both mails and chats, the backlog view for the category could only display a list format and thus only show one type of request.
Now, as also known from search, tabs for the individual modules (mail, chat and call) are available on the backlog views.

User setting “Retrieve for clearance authorization” changeable via multiple selection

In the user list there are several settings that can be changed via multiple selection on many users at once (“Change” button). The new setting “Retrieve for clearance authorization” with its possible options has now also been included here. Likewise, this information can be activated as a column in the list via the column selection.

Agent status monitoring also shows the readiness status for the individual modules

The possibility to set the ready status for each module (mail, chat and call) separately can be activated at the user. The monitoring for the agent status now also shows the standby status set in this way in a separate column.

Deletion tool: Further setting options on the user interface

The deletion tool integrated in the Supervisor (Administration –> System –> Data Deletion) now includes all deletion options known from the external tool.

 

Version 12.2

Notes for chats

It is now possible to save notes permanently and only for authorized agents (chat category) also for chats. This is especially helpful if e.g. a Messenger chat cannot be answered immediately and is put on resubmission. In 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 visible via the search in the Desk and in the Supervisor, too. 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: The search can be narrowed down to queries between two past dates using a slider. This can be used for example 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.

Data deletion in Supervisor

With a special right, it is now possible for supervisors to directly execute delete runs for data cleansing in the supervisor. The queries to be deleted are defined via saved searches.
Thus, a search can be elegantly formulated via the detailed search and the result of the returned queries can be checked. The search can then be saved and selected on the data deletion dialog (Administration->System->Data Deletion).

 

Version 12.0

New style

The new novomind-uniform style has also moved into iAGENT! Experience all novomind products in a uniform, modern design! To make the changeover easier, the basic operating concept has remained the same.

Archive encryption

novomind iAGENT offers to decide where the archive will be stored: On the iAGENT Server directly (filesystem) or within the database.
As of iAGENT 12.0 the nmIQMail.cfg parameter “archive.encrypt=true” affects both – the filesystem based archive as well as the database stored archive. In former versions it encrypted the archive only when it was stored in the database.
The encryption has been changed from 3DES to AES for security reasons.

Routing Tags for Chats

Routing tags have been introduced to work with incoming chats. Either the tags may be initially set through a new parameter in the Chat REST API on opening a new live chat, or the chatbot that may be responding to inbound messenger chats has the ability to add and change tags before handing over the chat to a real agent.

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.

Duplicate Users now also copies Desk specific settings

As of iAGENT 12.0 all the desk specific user settings will also be copied. This includes among others the configured count of mails in the sent folder.

Ignore tags and language on bundling

The options “Ignore tags when bundling” and “Ignore language when bundling” have been added to the “Routing” tab in the system settings.

Replaced the “Processes all categories” flag

The “Processes all categories” flag on groups has been removed. Instead, the user setting “Automatic routing” with the selection options “All categories/Client categories/Own categories/
Disabled” has been added and the setting “Manual routing” has been supplemented with the option “Client categories”. The update to version 12 checks whether the user was a member of a
group with the “Processes all categories” flag and in this case automatically sets the new required settings on these users.

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.

PDF form field contents can now also be analyzed by the knowledge base

Before iAGENT version 12, content from form fields in received PDF documents could not be analyzed or information from them (e.g. customer numbers) could not be extracted. This is now
possible.

Full text search for all message types by default

From now on, the full text search is enabled by default for all document types (incoming mails, manual interim notifications, outgoing mails, etc.). A manual intervention is only necessary if really special document types should NOT be considered by the search. The legacy search engine “Lucene” has been removed and was replaced by the SOLR engine.

Fixed order of custom App tabs

The order of displaying multiple custom apps on objects in the supervisor and requests in the desk is now statically alphabetical and thus no longer changes unintentionally.

Legacy Supervisor removed

The legacy Supervisor interface, which was already replaced by the new Supervisor in version 10, has now been removed. Only the modules that are still used in the new Supervisor have remained.

Feedback function removed

The feedback functionality integrated in the supervisor has been removed. What remains is the email address feedback@novomind.com, to which suggestions can still be sent.

Deprecated table EMAIL_PROPERTIES removed

A long time ago the EMAIL_PROPERTIES table was replaced by the more modern TICKET_PROPERTIES table. In order to keep old reports compatible, the table was still filled by the
system in parallel. With version 12, this is now finally eliminated. Customer-specific reports with fixed SQL statements should therefore be checked for this.

New page in the administration: Status

On this new status page, various system details and statuses can be viewed. These are divided into different areas such as Info (versions of iAGENT and third party components), system parameters memory allocations, limits), processes (core and desk with their status), database statistics (number of active connections, performance), API statistics (execution times of public API), functions (for reloading templates, sending messages to all agents) and license status (what does the license allow, what limits are defined).

Deleted obsolete setting letter/fax to categories from DB

Depending on the input channel, novomind iAGENT Desk directly displays the image preview of faxes and letters on the input account. In versions up to iAGENT version 10, there was an indicator for this on the category. This old indicator has now been removed from the DB