Email, Chat and Knowledge Base Articles
You must be an
administrator to configure this feature.
administrator, you can specify the file types that can be attached to emails,
chat messages, and articles in the knowledge base. You can choose to allow or
block specific file types by creating a white list or black list. Additionally,
for Chat, you can enable attachments, and specify maximum size for each
attachment. Lastly, you can control the attachments for chat using queues and
limit file sharing to chats received through specific queues.
agents can now send files to each other during a chat. The customers and agents
can use the paper clip attachment button to browse to a file and attach it.
Customers can also drag and drop files into the chat text editor.
Agent Not Ready
This release supports the Not Ready reason codes in the Administration
Console. This allows you as an Administrator, to configure the deployments to
require a reason from agents for not being available to handle activities, such
as breaks, meetings, meals, or training.
When you enable this setting, it displays a popup to agents when they
mark themselves not available for any of the channels for which they had
previously marked themselves as available.
You can localize the custom attribute names created from the Tools
Console, using the user interface. In the cases where the custom attributes use
enumerated values, you can localize the enumerated values also.
API for Chat
This release provides new Chat Web Services APIs to hide or show the
chat on the web sites, based on the availability and capacity of agents to
handle new chats.
Enterprise Chat and Email supports new REST based Data Adapters. These
data adapters provide capabilities to fetch information by executing RESTful
Web Services exposed by third party applications.
This release supports encrypting all the logs. To enable encryption,
update the Encrypt Logs setting at the partition level in the System partition,
as a system administrator.
By default, the logs are not encrypted by the application. To decrypt
the logs, use the logs_decryption_utility, available in the Utilities folder on
the services server.
SDK Support for
Factory Reset of
This Release provides the Factory Reset option for the Context Service
feature. You can, as an administrator, reset the configuration files of the
service to the original state and remove all the updates that have been
installed by the service automatically. The configuration files are updated
again to the latest version when you restart the Context Service.
Enterprise Chat and Email supports TLS v1.2. As an Administrator, you
can now configure email aliases with TLS authentication from the Administration
You can also configure the partition setting or the Default SMTP server
setting to use TLS, SSL or Plain text.
This release adds the following chat enhancements:
A new chat template set called Aqua that enables the website
visitors to conduct chat interactions with the agents using a docked chat
window within the same browser window that they are currently viewing.
The chat window remains in place while the customer moves from page
to page. This feature offers seamless escalation from virtual assistant to chat
Alternative engagement options to contact the business (such as
Send an email,
Visit the FAQ page) can now be displayed to
chat customers while they are waiting for agent to join the chat. Once an agent
joins the chat, the options are removed from the chat window. You can display
these options as soon as the customer starts the chat, or after a delay.
Sharing files during chat as attachments.
SAML v2 authentication for chat login helps you configure the chat
entry points to transfer customer context information from the company website
to ECE. This allows customers (who are already recognized on the company
website to use a SSO-enabled entry point) to chat with an agent without the
need to provide repetitive information.
This feature is available for auto-login configuration only.
Delayed Callback Enhancements
In this release, you need not configure the voice MRD in the Import
This release provides a queue for the voice MRD. Configure this queue
with a script selector to use it to process the Callback and Delayed Callback
This release adds
the following enhancements to the SMTP settings:
server settings is a new setting available at the partition level.
Administrators can configure the server from this one setting. The following
settings are available through this new setting.
Email Size for Dispatcher (MB) setting has been adjusted to allow the minimum
value of the setting to be as low as 1.
supports displaying 24-hour date/time format in the application. Configure this
feature in the Date and time format setting at the department and user level.
A new setting
Transfer to Agents Who Are Not Logged In is now available to allow users to
transfer activities to other agents who are not logged in to work on
transfer to agents who are not available has been split into two settings:
transfer to agents who are not available and
transfer to agents who are not available to allow separate control for
email and chat activities.
for Additional Emails
Emails that the Retriever does not parse, are now routed to the Default
The following settings are no longer required and have been removed: