V 3.22.2501 - 07 Feb 2025

SSO for Workspace Admin

The Workspace Admin app now supports Single Sign-On (SSO) for  Administrator authentication, allowing seamless login with existing credentials. This feature improves security and simplifies access management for administrators.

By default, the environment file is configured with a default SSO user. This user initially logs in as an SSO user and then onboards additional SSO users within the Workspace Admin app.

Amazon Connect, Cisco, Five9, and Webex CC

Cloud Logs

Workspace now supports Cloud Logs (as a log destination), offering scalable storage and remote access for logs. This enables efficient analysis and streamlines troubleshooting. Integrating with monitoring tools, Cloud Logs provides an enhanced log management experience, making it easier to gain insights and resolve issues.

With Cloud Logs, there is no longer a restriction on the number of agents whose logs can be recorded, unlike server logs.

Administrators can configure Cloud Logs as their log destination on the Log Configuration page in Workspace Admin. They can also define the Logging Level under Common Configurations, which must be enabled for the selected log destination.

Post Call Summary Widget for Five9

The Post-call Summary widget powered by AiQ Generative AI LLM is now introduced for Five9.

The widget automatically generates a concise and accurate summary of Agent-customer calls, eliminating manual after-call work and saving agents’ valuable time.

The widget organizes the call transcription into key topics such as:

• Reason – Purpose of the call.

• Outcome – Agreed resolution or result.

• Next step – Any required follow-up actions.

• Objections – Customer objections that were raised during the call.

• Summary – A brief overview of the conversation.

With this feature, agents can quickly review the significant call details without manual after-call work, improving their productivity and ensuring more precise call summaries. The summarized content can also be automatically populated into a Salesforce field through workflows.

Customizable Phone Number Format and Time Zone

Admins now have enhanced control over how phone numbers and time zones are displayed in agent widgets. In the Workspace Admin app, administrators can now configure both the phone number display format and the time zone.

Phone Number Format:

The feature lets the administrator configure the most preferred phone number format for the agent widgets. Admins can select from the following formats :

• E.164

• International

• National

• RFC3966

By default, the National format with Region as United States is enabled. Admins can update these settings as required. The selected phone number format is applied and displayed in agent widgets improving the overall agent experience.

Time Zone:

Admins can also set a preferred time zone for agent widgets which is consistently aligned no matter the agent’s location. By default, the Agent Time Zone option is selected which uses the agent browser time zone to be displayed in widgets.  The other supported formats are:

• Continent/City Format – Example: America/New York (UTC-05:00)

• Country-Specific Names – Example: Eire (UTC+00:00)

• State, Province & City-Based Time Zones – Example - America/Indiana/Indianapolis (UTC-05:00)

• UTC Offset Format – Example: UTC+05:30

• Etc/GMT Variants – Example: Etc/UTC (UTC+00:00)

These configurations ensure consistent phone number formatting and time zone alignment across agent widgets.  

Configure the MCD Widget access in the 'Not Ready' State

A new setting, Enable MCD in Not Ready State, has been introduced in the Workspace Admin app, giving admins better control over the MCD Widget availability. By default, the MCD Widget is now accessible only during an active call. However, enabling this setting allows agents to access the widget even in the Not Ready state, enabling offline searches when not on an active call.

Agent Comments passed to Five9 Reports and Acqueon Campaigns Historical Reports

Workspace now seamlessly passes agent comments to both Five9 Reports and Acqueon Campaigns Historical Reports, making them available for review and insights in these systems.

GA

Five9

Improved experience with multiple widget instances

Agents can now seamlessly use the same widget across multiple tabs within a layout to support specific use cases.

Use Case:

Agent handles Regular Outbound and Skip Trace calls and sets Outcome for both types of calls.

In this scenario, an agent handles two types of calls: Regular outbound calls and Skip Trace calls. In a normal scenario, the agent must shift between tabs to set the outcome for a normal vs. skip trace call as the widgets are spread across multiple tabs. By having the Outcome widget in both tabs, the agents do not need to navigate between tabs, allowing them to stay focused on their tasks, promoting the overall agent experience.

This setup ensures that agents do not need to navigate between tabs, streamlines workflows, and improves the agent experience.

GA

Amazon Connect, Cisco, Five9, and Webex CC

Admin UI Improvements on select pages

The Workspace Admin app UI has been revamped on select pages to provide a more intuitive and user-friendly experience for the administrators. A new loader is introduced in the widgets, offering a more seamless and visually improved loading experience.  

GA

Amazon Connect, Cisco, Five9, and Webex CC

Documentation Revamp

The old documentation URL now redirects to the new, more intuitive Acqueon Knowledge Center, ensuring a smoother and more efficient user experience.

As part of the documentation revamp initiative, the following guides have been updated to enhance clarity and usability:

Admin Guide – Configurator Section:

• The overall structure of the Admin Guide has been reorganized for reader-friendly topics. The Configurator section has been renamed to Set Up Layouts, Widgets, Logs, and Integrations and revamped using the Admin-as-the-key-enabler approach.

• This new approach ensures content focuses on key administrator tasks, keeping the admin Role central.

Note:

Only the topic names and the Configurator section content have been updated in this phase. Other sections will be revamped in future releases.

Cisco Finesse Installation Guide (PDF):

• Updated prerequisites and admin configurations for a more streamlined setup experience. Provides a detailed explanation of the Finesse integration process

• For more information, refer to the Acqueon Workspace for Cisco Finesse Installation Guide_3.22.2501.

Cisco Finesse Online Guide:

• Improved structure and content for better navigation and usability.

• Provides a detailed explanation of the Finesse integration process.

Not Applicable

Not Applicable