For information about the supported devices for this release, see the Compatibility Matrix at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html.
Utility for Masking Content
To enable this enhancement in ECE 12.0(1), install the ECE 12.0(1) ES1 patch or the latest ECE ES patch.
A new utility Mask Content of Chat and Email Activities is available in the Tools Console to mask content in completed chats and both open and completed emails. The utility can be run by department users with the View Tools Console action.
Secure MR PG and CTI Interface
Secure connections ensure that all personally identifiable information, that passes through these connections, remains secure in the CCE solution. The following connections for ECE can be secured:
Connection between the external agent assignment service (EAAS) to MRPG interface.
Connection between the external agent message service (EAMS) to CTI interface.
This ECE release adds validation tools to the interface that allow administrators to do the following:
enable the secure connections.
disable the secure connections.
test the secure connections.
ECE Administrator Gadget for PCCE
This release adds the ECE administrator gadget to the PCCE Admin Console.
This gadget provides a fast, simple interface for ECE administrators that is compatible with multiple compatible and can be accessed through the PCCE web admin interface. This interface provides a single convenient location to complete the post-installation administrative tasks without the need to access multiple administration consoles.
Skill Based Availability
In this release, the method of determining agent availability for activities is enhanced.
The enhanced method determines agent availability based on skill groups or precision queues, instead of determining availability based on Media Routing Domains. This ensures a better customer experience by more efficiently pairing customers with agents who are qualified and capable of handling the customers' requests.
Integrate Supervisor Accounts
This release supports the import and integration of supervisor user accounts from CCE into ECE.
Supervisors that are imported from CCE into ECE are automatically assigned the ECE Supervisor role.
Chat Monitoring for Supervisors
This release adds chat monitoring capabilities for supervisors in ECE.
Chat monitoring allows supervisors to review how agents handle chat interactions. Supervisors can monitor each agent individually, or they can monitor selected queues and the chats coming through them. They can also join chat sessions that are in progress and provide guidance to the agent or further assistance to the customer.
Purge Email Attachments
It is necessary to manage and reduce database storage to accomplish the following:
Reduce data storage costs.
Improve application performance.
Reduce risks related to the handling of older data.
This release adds the purge functionality to manage email attachments that increase database usage. This functionality is a step in accomplishing better management and reduction of database storage.