AD-2022.3.1

We are pleased to announce the release of Agent Desktop 2022.3.1 which is a feature release.

In this release, we have added the below key features

Automatically log a user out of Agent Desktop when they close their browser
Configure Agent statuses and status groups in Agent Desktop
View real-time and post-call sentiment analysis for Voice calls
Integrate Outbound Campaign Management (OCM) with Agent Desktop

This release also includes the ability to:

Configure screen pops for OCM records delivered to Agent Desktop
Configure custom sizing of the chat contact card
Configure Email template categories
Allow Banners & Events of the same date/time to overlap
Play sound notifications when a user receives a message within an active chat.

Highlights

Automatically log a user out of Agent Desktop when they close their browser

Now, when a user closes their Agent Desktop browser tab, their status will automatically change to Offline after a configured amount of time has passed. This will help increase accuracy of agent reporting and prevent agents from inadvertently being offered contacts after they have closed their Agent Desktop browser tab.

Configure Agent statuses and status groups in Agent Desktop

You can now configure your Agent statuses in Agent Desktop. Along with being able to add custom statuses, you can also create Agent status groups and assign these to Routing profiles, meaning agents can see a different set of agent statuses based on the Routing profile they are assigned to.

View real-time and post-call sentiment analysis for Voice calls

Real-time sentiment analysis

When an agent is on a Voice call they will now be able to view the customer's sentiment throughout the call, displayed as an emoji within the contact card.

Post-call sentiment analysis

We added the following Contact Lens data to all Voice calls within Contact history:

Customer sentiment analysis
Agent / Customer talk time

To setup real-time sentiment analysis, please follow the steps listed in the configuration guide.

Integrated Outbound Campaign Management (OCM) with Agent Desktop

We’ve now integrated Outbound Campaign Management (OCM) with Agent Desktop. Admins can add OCM campaign groups to routing profiles and have records from those campaigns routed to agents within Agent Desktop.

Improvements

This release contains the following improvements for:

Key	Summary	Status
PRODUCT-708	Updated the UI of the enable/disable OCM dialler button in Agent Desktop	RELEASED
PRODUCT-707	Configure screenpops for OCM records delivered to Agent Desktop	RELEASED
PRODUCT-582	Added custom sizing of the chat contact card	RELEASED
PRODUCT-537	Configure Email template categories	RELEASED
PRODUCT-496	Display total contacts available for OCM campaigns within the mini-dashboard	RELEASED
PRODUCT-300	Allow Banner & events of the same date/time to overlap	RELEASED
PRODUCT-656	Play a sound notification when a user receives a chat message	RELEASED
PRODUCT-335	Improved behaviour of channel indicators within the top navigation bar	RELEASED

Bug fixes

This release contains the following fixes for:

Key	Summary	Status
PRODUCT-767	Fixed an bug when trying to view agents assigned emails	RELEASED
PRODUCT-761; PRODUCT-760; PRODUCT-759; PRODUCT-757; PRODUCT-756; PRODUCT-737	Fixed a permissions related bug for Agent hierarchy, which prevented some users from being able to view all queues within different admin screens in Agent Desktop	RELEASED
PRODUCT-755	Fixed an bug when trying to upload .txt files to a chat message	RELEASED
PRODUCT-722	Fix a bug when trying to edit a Banner & Events repeat occurrence to once.	RELEASED
PRODUCT-670	Removed the Disposition group name from appearing within the Dispositions modal in the interactions screen.	RELEASED
PRODUCT-558	Fixed a bug where contact attributes were being displayed below the tab UI	RELEASED
PRODUCT-525	Fix a bug where a prompt will loop when changing values when trying to configure a Phone Number	RELEASED
PRODUCT-249	Fixed a bug that prevented a user from assigning a personal phone number to a user if that number was previously assigned to a deleted user	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