Attachments to Email, Chat and Knowledge Base Articles
You must be an administrator to configure this feature.
As an 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.
Customers and 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 Codes
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.
Localization of Custom Attributes
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.
Customer Facing 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.
REST Based Adapters
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 Chat
Factory Reset of Custom Attributes
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.