V 3.14.0 - 18 Aug 2023
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V 3.14.0 - 18 Aug 2023
- DarkLight
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Acqueon Desktop
New Features and Enhancements
The following table describes the new features and enhancements of this release.
Feature | Description | Beta/GA | Platform |
|---|---|---|---|
Post-call Summary | The Post-call Summary widget leverages our AiQ Generative AI LLM technology to provide a concise Post-call Summary of the important components in the agent-customer calls, including reason, next step, objections, and outcome. With Post-call Summary, contact center agents can eliminate manual after-call work and save time. Post-call Summary widget displays the summary of transcription of the conversation between an agent and the customer. The call summary is segregated into the following topics:
| Beta | Amazon Connect (Tethered) |
Enhancement in Outbound APIs | All Outbound APIs work without adding CTI core (Amazon and Cisco) component in the layout. | GA | All platforms |
Open Issues
The following issues are open in this release:
Tethered Model
Agents are able to enter alphabets in the contact number dropdown field - 108255
For Non-PEWC calls, the call is in wrap-up state when the agent terminates it. The Submit and Clear buttons in the disposition gadget are not visible once the agent refreshes the browser - 115245
While reviewing the Console Dexie logs for business-related purposes, numerous errors were observed - 114554
For Non-PEWC calls, if the Call Guide gadget is not configured, it should display data that is not available instead of no active call message - 115157
When the agent reopens the DTMF in Horizontal UI, the DTMF values disappear - 115158
When an agent handles the call, and sets the outcome, there are synchronization issues between the gadgets and widgets. Widgets are not reflected by parent business outcome settings made in the disposition gadget - 115159
When an agent handles a non-PEWC call, disconnects, and clears the call without submitting the disposition, the gadgets have cleared the data; the widgets continue to hold the non-PEWC record data. To set a disposition and clear non-PEWC record, a Submit and Clear button should be available - 114988
When an agent handles a consult call in connecting state, the first call's icons are active and usable on the second call - 115268
Untethered Model
Agents are able to enter the alphabets in the contact number dropdown field - 108255
When an agent accepts the contact, sets the disposition, and ends the call, the contact is immediately cleared, and the next contact is presented to the agent. Currently, before displaying the new contact details, the previous contact details are displayed for a while - 109097
For Non-PEWC calls, the call is in wrap-up state when the agent terminates it. The Submit and Clear buttons in the disposition gadget are not visible once the agent refreshes the browser - 115245
While reviewing the Console Dexie logs for business-related purposes, numerous errors were observed - 114554
When the agent reopens the DTMF in Horizontal UI, the DTMF values disappear-115158
When an agent handles a non-PEWC call, disconnects, and clears the call without submitting the disposition, the gadgets have cleared the data; the widgets continue to hold the non-PEWC record data. To set a disposition and clear non-PEWC record, a Submit and Clear button should be available - 114988
When an agent handles a multi-party manual outbound and inbound calls, the Privacy Compliance widget displays Agent not logged in instead No active call - 115155
In the Outcome gadget, minutes and hours alignment is mismatched for callback - 116615
When the browser is refreshed, the Amazon Horizontal and Vertical layouts do not load properly - 116738
Service Cloud Voice
Customer Journey widget keeps reloading with No active call message in a specific case - 104832
Non-PEWC contacts calls are not showing in the gadget - 108343
Account Executive Mapped contact calls are not delivered to the SCV agents - 108324
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