V 3.20.2407 - 02 Aug 2024
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V 3.20.2407 - 02 Aug 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 |
|---|---|---|---|
Acqueon Workspace for Five9 - Salesforce Edition | Acqueon Workspace now integrates with Five9 and the Salesforce OpenCTI connector, providing an enhanced experience for agents. Agents can now log into Salesforce OpenCTI and handle calls using Five9 ADT. They can efficiently utilize Workspace-Salesforce capabilities, which include Acqueon widgets inside a Visualforce page. Additionally, there are workflows for invoking screen pops and writing the interaction data back to Salesforce. | GA | Five9 |
Acqueon Workspace for Cisco - Finesse Edition | Acqueon Workspace now integrates with Cisco Finesse, offering an enhanced communication experience. This integration enables agents to seamlessly access Workspace widgets within the Cisco Finesse Desktop. Agents gain real-time access to detailed customer information through Workspace widgets, enhancing agent and customer interactions. | GA | Cisco Finesse |
Acqueon Workspace -Single Sign On (SSO) for Cisco Finesse integration | Acqueon Workspace now supports SSO to streamline the agent experience. SSO allows agents to log into Finesse 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. SSO has been qualified with Workspace widgets being embedded in Cisco Finesse. | GA | Cisco Finesse |
Customizable Widget header | Administrators can now customize widget headers using the enhanced Custom Widget settings in Workspace Configurator. This feature allows for the configuration of the widget headers according to customer branding guidelines, including modifying header dimensions, adding widget icons, setting colors, and applying changes across multiple widgets for consistent branding. Previously, widget headers were integrated with the widget content and could not be independently customized. This update offers greater flexibility and control over the appearance of widgets in each layout. | GA | Amazon Connect, Cisco (UCCE, PCCE, UCCX, and WxCC), Five9, and Genesys |
Setting Outcomes for Unsuccessful Customer Calls | With the new configurations in the configuration file, the agent's state now changes to a custom-configured state during unsuccessful calls. This allows agents to set outcomes for these calls. If the custom state is not configured, the agents are moved to the Available State, where they cannot set outcomes for unsuccessful calls. Previously, agents were always moved to the Available State, which blocked agents from setting call outcomes. This update provides greater flexibility and control in handling unsuccessful calls. | GA | Amazon Connect - HVOC |
Security Enhancements and Library Updates | This release includes critical security fixes related to third-party libraries, enhancing the security of Acqueon Workspace. As part of this key update, Workspace has been upgraded to the latest libraries for Nginx, NodeJS, and Angular. | GA | Amazon Connect, Cisco (UCCE, PCCE, UCCX, and WxCCE), Five9, and Genesys |
Migration from CentOS to Ubuntu | Workspace has now transitioned from CentOS to Ubuntu and is fully qualified with Ubuntu. This shift ensures continued support and updates, providing enhanced security and stability for our products following CentOS' end-of-life.
| GA | Amazon Connect, Cisco (UCCE, PCCE, UCCX, and WxCCE), Five9, and Genesys |
Single Place Configurations | Introducing a single-place configuration in the UI to centralize common settings for logging and telemetry within the admin interface. This enhancement eliminates the need for admins to modify the configuration file for each application and restart services. | GA | Amazon Connect, Cisco (UCCE, PCCE, UCCX, and WxCCE), Five9, and Genesys |
Disable dial pad | Introducing the option for an administrator to disable the dial pad on the agent's screen, restricting manual dialing capabilities for enhanced control and compliance. | GA | Amazon Connect |
Disable desk phone | Introducing an option for an administrator to prevent agents from switching to a desk phone from a softphone. When enabled, the Desk Phone option is hidden from the agent interface, ensuring consistent usage of the softphone for communication. | GA | Amazon Connect |
Open Issues
The following issues are open in this release:
The PCB gadget is not returning data for scheduled personal callbacks.
Gadget sync issue occurs intermittently after refreshing the browser. As an immediate fix for this issue, change the Agent State.
After refreshing during a conference call, the gadgets display the agent as not logged in for manual outbound, inbound, and manual dial.
The manual dial gadget displays 'Agent not logged in' even after the agent has logged in. As an immediate fix for this issue, change the Agent State.
Acqueon Patient Assist
New Features and Enhancements
The following table describes the new features and enhancements of this release.
Feature | Description | Beta/GA | Platform |
|---|---|---|---|
Support for the latest Epic Version | Patient Assist is now qualified with the latest Epic version - May 2024 | GA | Amazon Connect, Cisco Finesse, Nice CXone, Genesys, and Five9 |
Security Enhancements and Library Updates | This release includes critical security fixes related to third-party libraries, enhancing the security of Acqueon Workspace. As part of this key update, Patient Assist has been upgraded to the latest libraries for Nginx, NodeJS, and Angular. | GA | Amazon Connect, Cisco Finesse, Nice CXone, Genesys, and Five9 |
Migration from CentOS to Ubuntu | Patient Assist has now transitioned from CentOS to Ubuntu and is fully qualified with Ubuntu. This shift ensures continued support and updates, providing enhanced security and stability for our products following CentOS' end-of-life.
| GA | Amazon Connect, Cisco Finesse, Nice CXone, Genesys, and Five9 |
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