V 3.19.2403 - 18 Apr 2024

Server-side logging

Server-side logs can now be created for Acqueon Workspace. This feature eliminates the need for agents to manually download and share client logs when addressing issues. These logs include the same information as the Client logs; additionally include API responses and are stored on the server side of the application. The admin configurations control logging for a specific group of agents. This enhancement boosts debugging capabilities, enabling more efficient issue resolution, and enhancing system stability.

Note

The feature has necessitated some changes in the hardware specifications that could enhance performance and reliability, ensuring optimal functionality for error tracking and monitoring within the server environment. Refer to the admin guides for the revised hardware specifications.

GA

Amazon Connect, Cisco (UCCX, PCCE, UCCE, Webex CCE), Five9, and Genesys

Single Sign On (SSO)

Acqueon Workspace now supports SSO to streamline the agent experience. SSO allows agents to log into softphone and access widgets in a single login. Administrators have control over the SSO login process through configurable settings ensuring seamless integration while simplifying access management for agents. While SSO has been qualified for Acqueon Workspace – Standalone and with Salesforce, the configurations outlined are generic and can support SAML/OAuth integrations with other platforms as well.

GA

Amazon Connect

Multitenancy for Redis

Acqueon Workspace now enhances scalability with Redis multitenancy, optimizing resource utilization and streamlining deployment maintenance. Redis multi-tenancy enables a single Redis instance to efficiently serve multiple tenants or sub-tenants, promoting simplicity and cost-effectiveness.

GA

Amazon Connect, Cisco (UCCX, PCCE, UCCE, Webex CCE), Five9, and Genesys

Disposition for inbound and manual outbound calls

Agents can now set dispositions for inbound and manual outbound calls using the existing Disposition widget. This feature can be enabled through the configurations in the admin application. These settings also govern whether agents are required to set a mandatory disposition for each call type and if they can change call states without setting the mandatory disposition.

GA

Amazon Connect

Dynamic Call Summarization Response template

The Call summarization widget now supports dynamic templates that can be tailored for different use cases such as sales, collections, and more. These templates offer enhanced flexibility by dynamically generating and displaying summary topics for conversation summaries based on the API response.

GA

Amazon Connect

Telemetry Data Analysis

Acqueon Workspace has been integrated with new telemetry data analysis feature starting this release. Users can now harness advanced analytics tools to extract valuable insights from product-collected telemetry data. This enhancement fosters a deeper comprehension of system performance, user behavior, and usage patterns, empowering informed decision-making and optimizing strategies.

GA

Amazon Connect, Cisco (UCCX, PCCE, UCCE, Webex CCE), Five9, and Genesys

Manual Dial widget for Five9

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.

Note

Manual Dial replaces the Non-PEWC widget eventually. The Non-PEWC widget is compatible up to Acqueon Campaigns version 2308. This feature was introduced in 3.18.0 for Amazon Connect and 3.18.1 for Cisco.

GA

Amazon Connect, Cisco (UCCX, PCCE, UCCE, Webex CCE), Five9, and Genesys

Skip Contact API for Manual Dial

Skip Manual Dial Contact is a new API with which you can skip and close a manual dial contact after updating an appropriate outcome. This API empowers developers to build customized functionalities tailored to their unique needs.

GA

Amazon Connect, Cisco (UCCX, PCCE, UCCE, Webex CCE), Five9, and Genesys