Queue interactions

Feed tab: Live transcription feature runs corresponding message workflow

Using our live transcription feature? You now have more flexibility with how your transcriptions are processed. Want enhanced listening and flows for just your customer’s side of the conversation? Great! All live transcriptions now process through the corresponding message workflow instead of processing all transcriptions through the System Message Workflows. 

This means that transcriptions by the customer are now processed only through the workflow configured to the Message from Customer field and the queue user’s transcriptions (i.e. agents and any interaction viewers) are processed only through the workflow configured to the Message from User field. Before all transcriptions were processed through the Systems Message message workflow. So, you can now tailor message workflows based on the person that’s being transcribed (i.e. keyword mining just for customers; quality assurance flags and reminders for agent’s, etc.).

The transcriptions posted to the feed tab will continue to show as private messages.

Read Overview: Message Workflow container in Queues for more information about setting up message workflows for transcription.

Feed tab: New SMS messaging system messages available

Connecting with customers through SMS messaging? Then, know that there are now new system messages posted to the feed if a customer opts in or opts out of SMS messaging. Also, if a queue user attempts to send SMS to a customer that has previously opted out of SMS messaging, then an error message is posted to the feed, telling the user that the customer has opted out, too.

Journey tab: Journey History now supports ‘Key Linked ID’

The interaction journey tab supports ‘Key Linked IDs’, which is a new Journey History Type option for determining which data is the foundation for your interaction history. If an Edify admin configures the queue’s journey history with ‘Key Linked ID’, then the interaction history displays all the interactions that share the same Linked ID value, which can be any value you make available in Linked IDs. So, this option expands the possibilities of the type of data that you can use for journey history. The previous options (source details and routing details) confined you to a specific, predefined list of data options. 

You now have more flexibility in what’s displayed in journey history because you now have choices - the value can be any value currently on or added to the interaction and placed in Linked IDs. 

So, a journey tab based on ‘Key Linked ID’ can have a more robust, simplified, tailored, etc journey history that better empowers the queue users working the queue. 

Scroll down to read the Journey container section of these release notes to see how to configure the journey tab to use this new feature and to learn more about ‘Key Linked ID’.

Edify API

Delete call recordings via API

There’s a new API for deleting call recordings. Users that have the ‘Call Recordings' user permission enabled can now run this API to delete call recordings.

Queue interactions

Feed tab: Languages available in both native and English name

In the interaction feed tab’s translation menus, search by either the English name or native name to find the language you need. Both names are available in the translation menu for web chat customers, too.

Analytics

Fields/Groups/Filter lists show main datasource fields at top
We updated the Fields/Groups/Filters menu lists to show fields from the main datasource at the top to make them more accessible and easier to use.

Improved interaction report error message
We added more detail to the error message that pops when user’s without queue access attempt to build an interaction report. The error message says: “User does not have access to any queues.”

‘0’ displays instead of blank for data columns with a value of false
We enhanced our reporting by making the data displayed for True/False columns more clear. Columns that are true display as ‘1’ and columns that are false were displayed as blank. Reports will now show these fields with a ‘0’ instead of as blank cells.

Trailing spaces in filters and report inputs are removed
The system now automatically removes trailing spaces from values in filters and inputs.

Edify SIP

More logic added for telling the system when to block an IP
We’ve added additional logic to Edify SIP Blocking to help the system better decide when to block an IP address.

User/User templates

‘Call Recording’ user permission gives Delete Call Recording API access
There’s a new user permission that gives the Console user access to running an API to delete call recordings. This new user permission is ‘ Call Recordings’, and it’s located under the Console column in the User Permissions container under Users in Console.

Queue/Queue templates

Journey tab: Journey History now supports ‘Key Linked ID’
Overview
Capture a more complete, robust, and maybe tailored view of your customer’s engagements with you with the new journey history option - ‘Key Linked ID’ available in the Journey container. This is where you can define any value added to Linked IDs as the foundation to the interaction’s journey history in the Journey tab. Before now you had a limited list of options for your journey history dataset - which included: source details, routing details, and a predefined list of values in Linked IDs. 

Now you can pick any value available in LinkedIDs (a default value automatically added or a custom value you add via a workflow) to be the foundational data that builds your interaction’s journey history. As long as the value is made available in Linked IDs, that value can be used for a queue’s journey history.

Set up

First, define the value you want for journey history and determine if it’s available in Linked IDs by default or if you need to insert. If you need to insert it, build the workflow to get the value on the interaction and then grab the path for the key to it.

After you have the path, configure the Journey container.

Navigate to Journey History Type and select ‘ Key Linked ID’. You’re presented with the Key LinkedID Path field.m, which is where you input the path details for your Linked ID key.