V 3.18.0 - 09 Feb 2024
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V 3.18.0 - 09 Feb 2024
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Acqueon Workspace
New Features and Enhancements
The following table describes the new features and enhancements of this release.
Feature | Description | Beta/GA | Platform |
|---|---|---|---|
Rebranding -Acqueon Desktop is now Acqueon Workspace | A rebranding initiative is a part of this release. The former Acqueon Desktop (AD) will now be known as Acqueon Workspace, reflecting its enhanced capabilities and user-centric design. | GA | All platforms |
Five9 Integration | Acqueon Workspace now integrates with the Five9 Agent Desktop Toolkit (ADT), offering an enhanced communication experience. In this integration, Acqueon Workspace smoothly accommodates the workspace widgets and the Five9 softphone, providing efficient outbound call handling. | GA | Five9 |
E164 validation in dial pad | In the previous release, E-164 was introduced for Click-to-Dial. With this release, E-164 validation extends to the dial pad for manual dialing purposes. The dial pad now displays an error message when the provided number is not in E164 format thereby adhering to E164 standard. | GA | Amazon Connect, Cisco (UCCX, PCCE, UCCE, and Webex CC) |
Manual Dial - A new widget | The Manual Dial widget is a new widget designed to facilitate agents in manually contacting customers. This can be used to manually dial Non-Content customers as per PEWC (Prior Express Written Consent), or for records the agents do not want to use the Dialer. Unlike outbound campaigns, where contacts are directly sent to the dialer, Manual Dial loads relevant contacts for agents to access and dial manually, offering increased control and flexibility in outbound communication processes. With this feature, agents can initiate outbound calls and set outcomes for each interaction.
| GA | Amazon Connect |
SetCallResult API | SetCallResult is a new API that replaces multiple existing APIs for efficient data communication. It enables the setting of various call outcomes, including Business Outcomes, Telephony Outcomes, Personal Callbacks, Callbacks, and more. Developers can now use this API to precisely record and track call results, providing flexibility to set individual outcomes or combinations, such as Telephony Outcome with Business Outcome or Business Outcome with Callback. This feature enhances result tracking capabilities and offers a comprehensive solution for managing diverse call scenarios. | GA | All platforms |
Google Chrome third-party cookie configurations | Google Chrome plans to phase out third-party cookies in 2024. When Acqueon Workspace integrates with CRM applications such as Salesforce, its cookies are treated as third-party cookies by the CRM. Similarly, in integration with Amazon Connect, Amazon Connect cookies are also treated as third-party cookies. Google's upcoming deprecation plan may impact these operations. To handle this scenario, a message about third-party cookie changes is displayed when accessing Acqueon Workspace on Google Chrome. For continued use of Acqueon Workspace on Google Chrome, enable third-party cookies and add the Acqueon Workspace URL in the browser settings. | GA | All platforms |
VDI Support | Acqueon Workspace now provides an option to enable Virtual Desktop Infrastructure (VDI) support through an alternative method by efficiently routing media and signaling for the VDI framework using a single Contact Control Panel (CCP) instance. When agents operate in Amazon Connect alongside Citrix Virtual Desktop Infrastructure environments and the Citrix remote desktop app, they can actively process audio on their local devices and automatically redirect it to Amazon Connect. | GA | Amazon Connect |
Log Enhancements fixes | Acqueon Workspace now features an enhanced logging system that aligns with an organization’s privacy standards. Users can customize log levels and parameters based on specific requirements thereby ensuring security. Notably, restricted fields are now part of business logs to prevent the inadvertent disclosure of sensitive data in logs. To learn more about the Acqueon Workspace log levels and their respective functions, refer to Acqueon Workspace_Configurator_Installation Guide_v3.18.0.
| GA | All platforms |
Restrict setting Callback outside Campaign runtime in Outcome Widgets | The Outcome Widget now limits date/time selection for Callback to match the campaign run time. This means that agents will only be able to choose dates and times that fall within the specified duration of the campaign and not beyond the campaign schedule.
| GA | All platforms |
Open Issues
The following issues are open in this release:
When an agent handles a Non-PEWC call, disconnects, and clears the call without submitting the disposition, the widgets clear the data. However, the widgets display the Non-PEWC record data also. To set a disposition and clear Non-PEWC record, a Submit and Clear button must be available on the widget.
When an agent handles a consult call that is in the connecting state, the icons of the first call are also active and usable on the second call.
Calls of Non-PEWC contacts are not showing on the widget to agents logged in to SCV, since agent names exceed the allowed field length.
Account Executive Mapped contact calls are not delivered to SCV agents, since agent names exceed the allowed field length.
In Cisco Acqueon Workspace, if the agent refreshes the screen, at times, the widgets display the Agent Not logged in message. To overcome this issue, the agent must change the agent state and again return to the previous state.
Telephony outcomes are disabled for Manual dial groups campaigns.
The Submit and Clear buttons should become enabled within the outcome gadget once the agent retrieves data from the manual dial gadget.
Acqueon Patient Assist
The following table describes the new features and enhancements of this release.
Feature | Description | Beta/GA | Platform |
|---|---|---|---|
Rebranding -Acqueon EHR Connector is now Acqueon Patient Assist | Acqueon EHR Connector is rebranded as Acqueon Patient Assist, aligning its name with its core functionality of facilitating patient interactions and healthcare workflows. | GA | All platforms |
Log Enhancements fixes | Acqueon Patient Assist now does not disclose sensitive data and Personal Identifiable Information (PII) in the logs.
| GA | Amazon Connect, Genesys, Five9, and Cisco Finesse |
Enhancement to Hyperspace configurations | You can now configure the Hyperspace screenpop to land in the Resolve to patient page or directly in the patient record. In addition, if the primary identifier is null, you can configure to initiate the screenpop by using the secondary identifier.
| GA | Amazon Connect, Genesys, Five9, and Cisco Finesse |
Ability to configure the identifier field for MRN | You can configure the variable name from the list of identifiers that must be used for the MRN.
| GA | Amazon Connect, Genesys, Five9, and Cisco Finesse |
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