Release Notes 3.12.1

This release covers UX enhancements in web-chat and the UX enhancements for Agent and Supervisor. 

What's New

Supervisor Gadgets Improvements

  1. The Supervisor Queue stats gadget now has the option to show label-wise queue stats. 

  2. The Supervisor can open/close a collapsible info-panel to learn about the fields shown in a supervisor gadget. 



Resolved Issues

Key Summary T Created Updated Due Assignee Reporter P Status Resolution
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Open Issues

Issue SummaryJIRA IssuePriorityWorkaround
Chat doesn't land on newly created agent. 

CSN-996 - Getting issue details... STATUS

MAJOR

Restart MRE 
When we create new agent in UCCX/UCCE, In reporting DB agent name is being shown as Null

CSN-3516 - Getting issue details... STATUS

MAJOR


Reporting Connector -->Reporting connector is up but there is no consumer against reporting queue on ActiveMQ. This blocks the data being sent to the SQL database for reporting purposes.

CSN-3793 - Getting issue details... STATUS

MAJOR

Restart Reporting connector
/var/lib/expertflow path is hardcoded

CSN-4168 - Getting issue details... STATUS

MAJOR

Make sure to deploy the solution on the default path.
USD-->"Server not connected" shows on agent-gadget when we send an emoji.

CSN-4166 - Getting issue details... STATUS

MAJOR


UMM taking too much time on syncing agents. For 2000 agents it takes more than 25 minutes to sync for the first time.

CSN-3858 - Getting issue details... STATUS

MAJOR


Send Outbound Message Window -> If there is a delay in sending outbound SMS, there is a possibility that the agent can hit the send button multiple times, resulting into the same SMS being sent multiple times, because the UI disappears only when the SMS has been successfully sent.

CSN-3861 - Getting issue details... STATUS

MAJOR

Wait for a few seconds before trying to send the message again
If priority routing is configured, and the CIM APIs to check customer's priority are not available for some reason, the chat is not routed to an agent.

CSN-3721 - Getting issue details... STATUS

MAJOR


Agent as a finesse gadget --> Sometime the agent gadget in Finesse displays in the minimized state and agent cannot perform any action.

CSN-3505 - Getting issue details... STATUS

MAJOR

Refresh the browser if the issue occurs
Chat server--> Agent reconnect time is hardcoded for 30 seconds.

CSN-4237 - Getting issue details... STATUS

MINOR


USD, Mobile app --> Agents and team are being merged on supervisor (agent chat info) panel

CSN-4236 - Getting issue details... STATUS

MINOR


When agent accidently clicks on backspace or backspace button is pressed, agent gets back to login page and gave an impression that it is logged out.

NHCAP-165 - Getting issue details... STATUS

MINOR

Click forward button on browser
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 doesn't close chats whose customer left when chat server was down

CSN-3246 - Getting issue details... STATUS

MINOR

End the chat manually from the agent gadget.
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's text translation is not working.

CSN-3044 - Getting issue details... STATUS

MINOR


When the agent gets logged-out and logs-in again within the reconnect time, his chats are restored BUT the session time of the chats get reset.

CSN-1983 - Getting issue details... STATUS

MINOR


Mobile App: When an agent tries to send a file with the file-size more than 5MBs, a certain HTML code appears on the screen.

CSN-3868 - Getting issue details... STATUS

MINOR

There is a close button that appears as well. Clicking on the close button clear the HTML code
Mobile App: If an agent open an attachment received from the customer, there is no option to close the attachment and go back to the chat conversation interface. If the agent uses the mobile phones "Go-back" button, he gets logged out of the agent gadget.

CSN-3869 - Getting issue details... STATUS

MINOR


There is no profile for Portainer so if its down or removed you've to fix it manually

CSN-4197 - Getting issue details... STATUS

MINOR

You can start Portainer via command

Release Test Highlights

This release has only tested with UCCE 11.6, UCCX 11.6 and UCCX 12.0.

Rasa bot is trained only for English Language and tested with Standard Rasa 1.4.5. 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 and is not tested in the production environment.

Embedded Agent gadget is tested in Finesse and USD but not tested as an embedded app in CRM.

Agent gadget mobile app has also been tested.

Agent and customer gadgets are tested on Google Chrome and Firefox only. 

Only Basic scenarios are covered during load testing but thorough load testing is still required 

Test cycle for Windows based deployment is not done for this release.


Release Limitations

  • This release is not compatible with Rasa version below 1.x.
  • This release should only be deployed on default path i.e. /var/lib/expertflow.
  • Some functions in High Availability deployment may not work. 
  • Separate deployment of Customer-Gadget via deployment script is not functional 
  • Windows based chat solution is not up to date
  • In case of out bound message via agent interface, the agent will get the confirmation message "SMS sent successfully" for failed or not-delivered messages also