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Engage 1.5.0.3

Overview

This page provides a description of the changes to Engage 1.5.0.3. Engage 1.5.0.3 was tested using Chrome 41, Firefox 36.0.1, and Internet Explorer 9, 10, and 11.

Changes are classified as:

  • Bug fix—refers to fixes that have been made to resolve problems in existing functionalities.
  • Enhancement—refers to improvements made to existing functionalities.
  • New feature—refers to new functionalities.

Release date

Engage 1.5.0.3 will be released to customers in a phased manner on April 1, 8, and 15, 2015.

List of updates

 

Type of Update Description
New feature # 1

Expose the default last name and company name setting in Administration page—if an interaction arrives from an unknown customer, LiveOps creates a new contact record with the Lastname and Company fields left blank. This feature allows an administrator to define a default value for the Lastname and Company fields for new contacts.

 

How do I enable this feature?

To set or change the default value to be used in the Lastname and Company fields, navigate to Configuration > Multichannel > Edit Multichannel and then in the Multichannel Administration interface navigate to Home > CRM Integration Settings > CRM Integration and edit the fields as shown in the Additional information section.

New feature # 2

Billing report is now an Engage standard report—the billing report that LiveOps uses for determining maximum concurrent and named agents per channel is now available as a standard report for customers and partners.

 

How do I use this feature?

Navigate to Configuration > Multichannel > Edit Multichannel and then in the Multichannel Administration interface navigate to Home > Reports > Billing > Concurrent User as shown in the Additional information section.

Enhancement #1

Ability to define new Salesforce object as a Contact or Lead—when an interaction arrives for an unknown contact, LiveOps Engage will create a new customer record. If Salesforce integration is enabled, then a new Salesforce Contact would also be created. This feature adds the ability for administrators to select if the new object created in Salesforce is a Contact or Lead.

 

How do I enable this feature?

To set or change the default object type which will be created in Salesforce for new customers, navigate to Configuration > Multichannel > Edit Multichannel and then in the Multichannel Administration interface navigate to Home > CRM Integration Settings > CRM Integration and edit the fields as shown in the Additional information section.

Enhancement #2

Heartbeat to each CRM service—previously, scheduled tasks would be monitored and terminated if they ran longer than for a certain amount of time. This was done to ensure that hung tasks were cleaned up. However, it would occasionally cause tasks that were still running correctly, but just taking a long time, to get terminated before they finished. One such example is of a record sync with Salesforce when there are a lot of records to sync, such as during an initial sync. The task would continue from where it left off on the next scheduled run, so all records would eventually be synced. With this enhancement, tasks can now send a 'heartbeat' event to indicate that they are still running correctly so that the system allows them to run until complete.

 

How do I enable this feature?

No user action is required to enable this feature.

Bug fix #1

"When no agents are available" chat rule—this rule gets incorrectly activated and rule actions are performed even if the agent is logged into Voice + Multichannel states. This problem has now been resolved.

Bug fix #2

Issue with displaying the Account field in the Engage panel—this bug fix addresses an issue that would prevent the Account field from displaying when a Lead was converted to a Contact with Salesforce integration enabled.

Bug fix #3

Possible error with the Salesforce API sending uncompressed data—this bug fix corrects errors that could occur if the Salesforce API call sent uncompressed data back to LiveOps, when LiveOps had requested for compressed data. LiveOps now correctly handles uncompressed data even when compression is requested. System administrators can also control whether LiveOps requests Salesforce to use compression or not.

 

How do I enable this feature?

This feature defaults to on (checked) and should only be changed on the advise of LiveOps support. To turn this feature on or off, navigate to Configuration > Multichannel > Edit Multichannel and then in the Multichannel Administration interface navigate to Home > CRM Integration Settings > CRM Integration and edit the fields as shown in the Additional information section.

Bug fix #4
 
Synchronizing more than 2000 Salesforce accounts—a system limitation prevented LiveOps from synchronizing Salesforce Account records under certain circumstances when there were more than 2000 accounts. This bug fix corrects the problem.

Additional information

New feature #1

Screen shot of the Administration page showing the default last name and company name setting.

Engage 1_5_0_3_newfeature_1.png

New feature #2


Screen shot of the Reports page showing the addition of Billing report as a standard report.

Engage 1_5_0_3_newfeature_2.png

 

Enhancement # 1

Screen shot of the Administration page showing the ability to define a new Salesforce object as a Contact or Lead.

 

Engage 1_5_0_3_enhancement_1.png

Bug Fix # 2

Screen shot of the Administration page showing the ability to control whether or not LiveOps requests Salesforce to use compression.

Engage 1_5_0_3_bugfix_2.png

 

 

 

 

 

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Last modified
08:26, 25 Mar 2015

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