Release Notes

In this release, a new agent state PENDING_NOT_READY is introduced for the agent to clear all pending chats before leaving. A bot-2-customer structured message exchange via WhatsApp is now supported. Supervisor announcements for agents and Priority routing based on customer is now also available. 

What's New

Agent PENDING_NOT_READY state 

With this new state PENDING_NOT_READY, the agent indicates the routing engine not to route any new chat requests to him. Before this, the agent couldn't change his state to NOT_READY if there was at least one active chat.

With this option, the agent can now change its state to PENDING_NOT_READY before going on break or shift-ending and close or transfer all active chats to properly complete his work before leaving. See Agent & Task States for details.

WhatsApp Structured Messaging

In additional to normal text message exchange, Hybrid Chat now supports a structured message exchange in a bot-to-customer conversation. A structured message is like a conversational form where the customer is limited to give input only against the available input options. You can define a structured message template and train the bot. See WhatsApp for details.

Supervisor Announcements

A supervisor can now create and schedule announcement messages for agents. See Supervisor Announcements for details.


Priority Routing

Hybrid Chat has now capability of priority routing of chats.

UMM Revamp

UMM now has a new look.

Load Test


Deployment

For fresh deployment use the following deployment guide with the only change being the deploy.sh attached. 

Fixed Issues

Issue SummaryJIRA IssuePriority
Internet Explorer (USD)->> Supervisor is unable to create Announcement.

CSN-3632 - Getting issue details... STATUS

CRITICAL

MRE shows NullPointerException on calling api 'agentstats'

CSN-3571 - Getting issue details... STATUS

MAJOR

Supervisor is unable to create announcement as 'Create Announcement' button is not working.

CSN-3614 - Getting issue details... STATUS

MAJOR

Comm Server Failover->> Agent is unable to change its state to Pending Not Ready

PTCL-318 - Getting issue details... STATUS

MAJOR

Two busy state records are being showing with same event time in database records

PTCL-323 - Getting issue details... STATUS

MAJOR

Agent state is not changing to Not Ready from Pending not ready when agent leaves from conference chat

PTCL-315 - Getting issue details... STATUS

MAJOR

No agent available message while the agent is in Ready State

CSN-3709 - Getting issue details... STATUS

MAJOR

Chat Server goes down when multiple chats land on the agent side and agent accepts the chat.

CSN-3471 - Getting issue details... STATUS

MAJOR

Supervisor Announcement Notification is expiring 1 minute earlier than the expiry time

CSN-3615 - Getting issue details... STATUS

MINOR

Announcement doesnt show on supervisor dashboard if timezone is different

CSN-3624 - Getting issue details... STATUS

MINOR

MRE is showing Standalone True in logs whereas it is configured with CC

CSN-3595 - Getting issue details... STATUS

MINOR

CCM-->> CONSUMER_ENABLE=false by default in environment variables.

CSN-3484 - Getting issue details... STATUS

MINOR

State of agent changed from Pending Not Ready to Not Ready when RONA occurs.

PTCL-324 - Getting issue details... STATUS

MINOR

Chat server environment variables are not updated in the skeleton project.

CSN-3374 - Getting issue details... STATUS

MINOR

Customer Gadget->> No dismiss button below working hours off-screen.

CSN-3365 - Getting issue details... STATUS

MINOR

Getting an error in reporting connector when the chat ends from the customer or agent side.

CSN-3451 - Getting issue details... STATUS

MINOR

Database->> End_Time & Ended_By is NULL.

CSN-3370 - Getting issue details... STATUS

MINOR

WhatsApp Structured Messaging Implementation

PWIP-5 - Getting issue details... STATUS

MAJOR

Open Issues

Issue SummaryJIRA IssuePriorityWorkaround
Chat is initiated even adding space at the end of phone number in customer gadget.

CSN-3723 - Getting issue details... STATUS

MAJOR
Chat is not being routed to agent when CIM APIs are not accessible

CSN-3721 - Getting issue details... STATUS

MAJOR


Rasa Connector Restore->> The bot doesn't give response and chat is routed to agent on restore of rasa-connector.

CSN-2848 - Getting issue details... STATUS

MAJOR


Agent as a finesse gadget --> Not being displayed in maximized unless we refresh the browser.

CSN-3505 - Getting issue details... STATUS

MAJOR


Agent Gadget->> Alignment of text box is from left to right instead of right to left in Arabic Language.

CSN-3601 - Getting issue details... STATUS

MINOR


Chat-Server Failover --> Comm-server pushes the message in agent's queue while chat-server has unsubscribed the agent's queue

CSN-3375 - Getting issue details... STATUS

MINOR


Chat-server Failover --> Chat server doesn't read all messages from queue

CSN-3371 - Getting issue details... STATUS

MINOR


Customer Gadget>> Sorry message screen appears when user refreshes the browser.

CSN-3361 - Getting issue details... STATUS

MINOR


Reporting->> Getting ended by Agent instead of Network. 

CSN-3274 - Getting issue details... STATUS

MINOR


Chat server doesn't close chats whose customer left when chat server was down

CSN-3246 - Getting issue details... STATUS

MINOR


Agent Gadget->> Broken image shows in agent gadget when sms is sent through smpp sim client.

CSN-3045 - Getting issue details... STATUS

MINOR


Agent Gadget->>Login Button text doesn't show in browser language.

CSN-3044 - Getting issue details... STATUS

MINOR


Agent is unable to receive viber stickers as an image file.

CSN-2916 - Getting issue details... STATUS

MINOR


Agent Gadget->> When file is sent from any channel then messages counter is 2 with 2 notifications sounds.

CSN-2592 - Getting issue details... STATUS

MINOR


When chat is from WhatsApp in CRM then chat history url is undefined.

CSN-2416 - Getting issue details... STATUS

MINOR


The text 'whatsapp' with number shows in phone field in agent gadget.

CSN-2415 - Getting issue details... STATUS

MINOR


Reporting Issue -> NULL shows in Queue name and Queue ID

CSN-1999 - Getting issue details... STATUS

MINOR


Agent Gadget-> Session time is resetting

CSN-1983 - Getting issue details... STATUS

MINOR


CIM APIs are not being accessed on HTTPs from chat -server

CSN-3722 - Getting issue details... STATUS

MINOR


Release Limitations

This release has only been tested with UCCE 10.5 and UCCX 12. Rasa bot is trained only for English Language and tested with Standard Rasa 1.4.5 but this release is not compatible with Rasa version below 1.x. It is also tested with Articulate in English, French and Arabic Language.  For other channels (SMS, WhatsApp, Facebook & Viber), this release is only tested with Twilio trial account, Facebook developers tester account, Viber tester account, SMS SMPP with selenium and is not tested in the production environment. Agent gadget is yet to be tested as an embedded app in CRM.