AD-2022.2.2

We are pleased to announce the release of Agent Desktop 2022.2.2 which is a major feature release.

In this release we have:

Improved Bulk Uploads for Agent Desktop features to include hierarchy values.
- Bulk uploads for Disposition Screen
- Bulk Uploads for Contact Flow Attributes
- Bulk uploads for Prompts
- Bulk uploads for Re-occurring Banners
- Bulk uploads for Routing Profile
Added Agent Hierarchy to all applicable lists in Agent Desktop
Added support to Add/Edit language-based Prompts
Enabled Re-occurring Banners Create and Re-occurring Banners schedule
Added support for Re-occurring Banners Export

This release also includes

Bug Fixes
Other bug fixes related to Contact history, brazil phone number support

Highlights

Bulk Upload Support

This enhancement provided an additional ‘AgentHierarchy’ column to the template for importing/exporting.

This feature has been done for various screens like Dispositions, Contact Flow Attributes, Prompts, re-occurring Banners, and Routing Profiles. The bulk upload & export feature can be found next to each “Add” button under the bulk upload screen.

The below screens have had their bulk uploads updated.

Disposition Screen
Contact Flow Attributes
Prompts
Banners & Events
Routing Profiles

Enhanced Agent Hierarchy

With the introduction of enhanced agent hierarchy, we have extended the Amazon Connect functionality of Agent Hierarchy.

Agent Hierarchy allows customers to segment their business departments for reporting and contact search permissions, however with Agent Desktop we have used this structure to allow customers to use the concept of a multi-tenancy on both Administration functions and Agent functions.

The below example, shows how a routing profile can be associated with an Agent Hierarchy so only users which are at the “Sales” level and above, can interact with this Routing Profile.

Routing Profile Screen showing Agent Hierarchy

Locale support for prompts.

Prompts now support locale support where users can configure prompts in the different locales so that various languages can be configured. We have also provided support for SSML tags when using Amazon Polly.

Refer to the user guide for the required values needing to be used within Contact Flows when inoking the lambda function.

Re-occurring Banners

This feature will allow users to set up recurring banners. As well as adding feature support for Agent Hierarchy, you can now configure repeated events for:

Occurs once
Repeat weekly
Repeat monthly
Repeat yearly

Improvements

This release contains the following improvements:

Key	Summary	Status
PRODUCT-341	Modify System API to send correct payload to Agent Desktop frontend for pause/resume	RELEASED
PRODUCT-208	UX Design - Add functionality for language based prompts	RELEASED
PRODUCT-199	When editing attribute's name OR type, make field read-only and add tooltip	RELEASED

Bug fixes

This release contains the following fixes:

Key	Summary	Status
PRODUCT-325	Unable to add a Brazil phone number to Directory	RELEASED
PRODUCT-303	Contact history - No notes being updated on contact history	RELEASED
PRODUCT-282	Contact history only showing original email (not the reply/fw from agent)	RELEASED
PRODUCT-298	Contact History - No call recording for call contact	RELEASED
PRODUCT-259	Screenpop for voice call should only shows screenpops based on assigned queue	RELEASED

Known Issues

This release contains the following known issues:

Key

Summary

Status

VFPS-90

Agents State showing Available when on a Chat but cannot transfer a Voice call to the Agent.

Amazon Connect allows users to have multiple chat interactions. When a user has concurrent chats configured in their routing profile until they have hit the max number of chats Amazon Connect presents their status as Available.

This is confusing to other Agents who might be trying to transfer a call to the agent, not knowing they are actually on another interaction type, and as you cannot have both Chat and Voice active, this fails.
We are working to provide a fix in release 2023.1.1