Update 23C

Revision History

This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:

Date	Module	Feature	Notes
03 NOV 2023	Channels	Chat in Browser UI: "Not in Focus" Timer	Updated document. Revised Steps to Enable.
07 SEP 2023	Administration	Enhanced Business Rules: Additional Operator for Menu Fields	This feature is part of the 23C Quarterly update and requires a site upgrade.
07 SEP 2023	Administration	Service Usage Metrics: Monthly API Usage Report, File Storage, Database & Bandwidth Usage Reports	This feature is part of the 23C Quarterly update and requires a site upgrade.
07 SEP 2023	Extensibility	Event Services: Batching of Events	This feature is part of the 23C Quarterly update and requires a site upgrade.
07 SEP 2023	Service Center	Email Fields Length Increase	This feature is part of the 23C Quarterly update and requires a site upgrade.
10 AUG 2023	Service Center	Agent Browser UI: New Warning Banner for Max Capacity in Notifications	This feature is part of the BUI AUG II build.  It is scheduled to be made available on non-production sites on 8/03 and is scheduled to be pushed to production sites on 8/17.
03 AUG 2023	Channels	Chat in Browser UI: "Not in Focus" Timer	This feature will be available to customers on 8/18.  Please see readiness content for additional details.
03 AUG 2023	Platform	Element Manager: Import Individual Custom Scripts Using EM APIs	This feature is part of the BUI AUG II build.  It is scheduled to be made available on non-production sites on 8/03 and is scheduled to be pushed to production sites on 8/17.
03 AUG 2023	Service Center	Agent Browser UI: Drag and Drop Workspace Tabs	This feature is part of the BUI AUG II build.  It is scheduled to be made available on non-production sites on 8/03 and is scheduled to be pushed to production sites on 8/17.
03 AUG 2023	Service Center	Support Links Control in Agent Browser UI	This feature is part of the BUI AUG II build.  It is scheduled to be made available on non-production sites on 8/03 and is scheduled to be pushed to production sites on 8/17.
03 AUG 2023	Reporting	Analytics: Gantt Chart Support in BUI Reports	This feature is part of the BUI AUG II build.  It is scheduled to be made available on non-production sites on 8/03 and is scheduled to be pushed to production sites on 8/17.
03 AUG 2023	Channels	Chat REST API: Additional Support for Agent-side File Attachments	This feature is part of the BUI AUG II build.  It is scheduled to be made available on non-production sites on 8/03 and is scheduled to be pushed to production sites on 8/17.
03 AUG 2023	Channels	Chat in Browser UI: Rich Text Menu Is Configurable	This feature is part of the BUI AUG II build.  It is scheduled to be made available on non-production sites on 8/03 and is scheduled to be pushed to production sites on 8/17.
03 AUG 2023	Service Center	Pin Recent Items in Recent Item Menu	This feature is part of the BUI AUG II build.  It is scheduled to be made available on non-production sites on 8/03 and is scheduled to be pushed to production sites on 8/17.
17 JUL 2023	Service Center	Bookmark Standard Texts to Standard Text Favorites	This feature is part of the BUI AUG I build.  It is scheduled to be made available on non-production sites on 7/20 and is scheduled to be pushed to production sites on 8/3
17 JUL 2023	Administration	External Objects & Integration: No Authentication Type	This feature is part of the BUI AUG I build.  It is scheduled to be made available on non-production sites on 7/20 and is scheduled to be pushed to production sites on 8/3.
17 JUL 2023	Integration	Integrations: Date Transformation in B2C - CXU Integration	This feature is part of the BUI JUL I build.  It is scheduled to be made available on non-production sites on 6/22 and is scheduled to be pushed to production sites on 7/6.
17 JUL 2023	Administration	Enhanced Business Rules: Async Roll Back	This feature is part of the BUI JUL II build.  It is scheduled to be made available on non-production sites on 7/6 and is scheduled to be pushed to production sites on 7/20.
10 JUL 2023	Administration	Enhanced Business Rules: Error Message Enhancement	This feature is part of the BUI JUL I build.  It is scheduled to be made available on non-production sites on 6/22 and is scheduled to be pushed to production sites on 7/6.
10 JUL 2023	Platform	Enhanced Business Rules: Notification Enhancements	This feature is part of the 3.23.06.05-b0001 - BUI Jun ii build.  It was made available to production sites on 6/22.
23 JUN 2023	Administration	Enhanced Business Rules: Highlight No Operation Rules	This feature is part of the BUI JUL I build.  It is scheduled to be made available on non-production sites on 6/22 and is scheduled to be pushed to production sites on 7/6.
23 JUN 2023	Service Center	Browser UI: Resize Standard Text Panel	This feature is part of the BUI JUL I build.  It is scheduled to be made available on non-production sites on 6/22 and is scheduled to be pushed to production sites on 7/6.
23 JUN 2023	Service Center	Agent Browser UI: Add Zoom Meeting Details to a Private Note in the Incident Thread	This feature is part of the BUI JUL I build.  It is scheduled to be made available on non-production sites on 6/22 and is scheduled to be pushed to production sites on 7/6.
08 JUN 2023	Administration	Element Manager: Support for Custom Scripts	This feature is part of the 3.23.06.05-b0001 - BUI Jun ii build.  It is scheduled to be made available on non-production sites on 6/9 and is schedule to be pushed to production sites on 6/22.
07 JUN 2023	Reporting	Analytics Reporting: Honouring Custom Scale in Report Charts	This feature is part of the 3.23.06.05-b0001 - BUI Jun ii build.  It is scheduled to be made available on non-production sites on 6/9 and is schedule to be pushed to production sites on 6/22.
07 JUN 2023	Administration	External Objects & Integrations : Realtime Test Connection	This feature is part of the 3.23.06.05-b0001 - BUI Jun ii build.  It is scheduled to be made available on non-production sites on 6/9 and is schedule to be pushed to production sites on 6/22.
02 JUN 2023	Administration	Filter by License/contract Start and End Date for Service Usage Metrics Sessions Reports	This feature is part of the 3.23.05.18-b0005 - BUI Jun i build.  It was made available on non-production sites on 5/26 and will be in production sites on 6/08.
01 JUN 2023			Created initial document.

Overview

This guide outlines the information you need to know about new or improved functionality in Oracle B2C Service Center and describes any tasks you might need to perform for the update. Each section includes a brief description of the feature, the steps you need to take to enable to begin using the feature, any tips or considerations that you should keep in mind, and the resources available to help you.

The B2C Service Center application operates with two release strategies. The bulk of the application leverages a quarterly release plan and the features that follow that plan are included in this document on the official quarterly release date.  A growing portion of B2C Service Center product development operates on a weekly, continuous release, single-version strategy, and those features are incrementally included in this document as they are released.

For a listing of hardware and software requirements for Oracle products, log in to our support site and access Answer ID 31.

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Feature Summary

B2C Service Center

Channels

Chat in Browser UI: Rich Text Menu Is Configurable

The Rich Text menu within Chat is now configurable, so it can be hidden or shown to agents during live chat sessions. Prior to this update, Rich Text menu could not be hidden from the agent's view.

The Rich Text Menu Can Be Hidden for Chat Agents in 23C

Business Benefit:

Agents can have the rich text menu hidden from the chat panel in order to simplify their chatting experience.

Steps to Enable

Showing the Rich Text menu within the chat panel is the default setting for all sites & all agents. To hide the Rich Text menu, a Chat Administrator must:

1. Ensure the Engagement Panel version 14+ is in place
   1. Great news! Engagement Panel version 14 becomes generally available to test & production sites shortly after the 22B release

2. Create a new Custom Config Verb
   1. In the .NET Agent Desktop, open the Configuration Settings from the Navigation Set
   2. From the Ribbon, select New > Text
   3. Type: Site or Interface
   4. For Key add: CUSTOM_CFG_CHAT_HIDE_RICH_TEXT_MENU
   5. Max Length should be long enough to add all Profile IDs and T (true) or F (false)
   6. Value is the Profile ID followed by a colon ":", then the setting "T" or "F"
      • Where False or Null = Show (default)
      • Where True = Hide

Tips And Considerations

For more information & helpful set-up examples, go to cx.rightnow.com and search for "Requirements to configure the Rich Text menu for Chat in the Browser User Interface".

Access Requirements

• Chat Administrators
• Chat Agent

Chat in Browser UI: Terminate Confirmation Dialog

Administrators can now configure an interim step within the chat termination process, that requires the agent to confirm the termination of the chat session. By default, all agents will continue to have the chat termination button appear in the chat panel. If the termination confirmation dialog is enabled for the agent's profile, when the agent clicks the terminate button on the chat panel, then a dialog appears that asks the agent to confirm the termination step.

The New Termination Dialog in 23B

Business Benefit:

This enhancement makes it easier for agents to use the chat panel within the Browser UI.

Steps to Enable

There are two requirements for enabling this feature:

1. Engagement Panel version 16+ must be deployed for the site
2. A new custom configuration "CUSTOM_CFG_CHAT_SHOW_TERMINATE_CONFIRMATION_DIALOG"

Engagement Panel version 16+ must be deployed for the site:

• If Engagement Panel version 16 is not generally available, then email Jessica Bradley (jessica.bradley@oracle.com) to have your site upgraded
• There is no downtime associated with this update
• First, we will enable Engagement Panel version 16 on your test site, then on your production site at a day/time of your choosing

For the new custom configuration:

1. In the .NET Agent Desktop, open the Configuration Settings from the Navigation Set 
2. From the Ribbon, select New > Text
3. Type: Site or Interface
4. For Key add: CUSTOM_CFG_CHAT_SHOW_TERMINATE_CONFIRMATION_DIALOG
5. Max Length should be long enough to add all Profile IDs and T (true) or F (false)
6. Value is the Profile ID followed by a colon ":", then the setting "T" or "F"

Tips And Considerations

For more information & helpful set-up examples, go to cx.rightnow.com and search for Answer 12618 "Requirements to set-up & configure the Terminate Confirmation Dialog for Chat in the Browser User Interface".

Access Requirements

• Chat Administrators
• Chat Agents

Chat in Browser UI: Rich Text Menu Is Updated

Agents have an updated Rich Text menu experience that includes a new presentation layer, more “font family” options, a new special character menu & an expanded set of emojis.

The Updated Rich Text Menu Available with Engagement Panel v14+

Business Benefit:

There is more opportunity for the agent to customize their messages from within the chat panel.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

For more information about Emojis, visit the documentation for Chat with a Customer, where it notes:

• To enable emojis, your administrator must create a custom configuration setting, CUSTOM_CFG_CHAT_EMOJI_ENABLE, and set it to Yes.

Access Requirements

• Chat Administrator
• Chat Agent

Chat in Browser UI: "Not in Focus" Timer

Agents handling chats within the Browser UI can have a “Not in Focus” timer enabled in the chat panel, so it’s easy to understand how long it’s been since the agent had a particular chat session in focus. The “Not in Focus” timer appears within the chat header, in the chat Engagement Panel. The “Not in Focus” timer appears when the agents is handling two or more active chat sessions.

23C Chat 'not in focus' Timer

Business Benefit:

The "Not in Focus" timer makes it easy for agents to know how long it’s been since the agent focused on a specific chat session, helping them to be more efficient when handling multiple chat sessions.

Steps to Enable

To show the “Not in Focus” timer, a Chat Administrator must:

1. Engagement Panel version 16+ must be deployed for the site
   1. If Engagement Panel version 16 is not generally available, then email Jessica Bradley (jessica.bradley@oracle.com) to have your site upgraded.
   2. There is no downtime associated with this update.
   3. First, we will enable Engagement Panel version 16 on your test site, then on your production site at a day/time of your choosing.

2. Create a new Custom Config Verb
   1. In the .NET Agent Desktop, open the Configuration Settings from the Navigation Set
   2. From the Ribbon, select New > Text
   3. Data Type: Yes/No
   4. For Key add: CUSTOM_CFG_CHAT_SHOW_NOT_IN_FOCUS_TIMER
   5. For Type select: Site
   6. For Required select: yes
   7. For Default select: yes

Tips And Considerations

• The “Not in Focus” timer is not enabled by default, configuration is required.

• More information about the “Not in Focus” timer can be found in https://cx.rightnow.com/, please search for "Requirements to configure the “Not in Focus” timer for Chat in the Browser User Interface".

• This feature does not require a CX update.

• This feature does require Engagement Panel version 16.

Access Requirements

• Chat Agents
• Chat Administrators

Chat REST API: Additional Support for Agent-side File Attachments

In this blog post, the Oracle CX Service COE Team outlines the implementation details for how agents and customers can send/receive file attachments during a chat session, when the chat session is invoked by Chat Rest API

• Boosting Chat Efficiency: Sending and Receiving Attachments through Chat APIs
• https://blogs.oracle.com/developers/post/boosting-chat-efficiency-the-power-of-sending-and-receiving-attachments

Business Benefit:

This blog makes it easy for developers to understand how to update a Chat REST API implementation, so that agents & customers can include unique file attachments in a live chat session.

Steps to Enable

See this blog post from the Oracle CX Service COE Team "Boosting Chat Efficiency: Sending and Receiving Attachments through Chat APIs".

Access Requirements

• Chat REST API Developers
• Chat Administrators
• Chat Agents

Service Center

Configure a Queue Color for the Chat Toast

The Chat Accept Toast will display a colored label indicating the incoming chat is special, such as an Intra Chat, VIP, or member.

Administrators can assign a custom color to high priority queues. The color for each queue is seen by agents when accepting chats in the Agent Browser UI on the chat toast.

Administrators can add a custom color to 20 unique queues.

An example of a unique is having a queue highlighted in purple for Club Members. It will make it easy for the agent to visually associate the inbound chat with the Club Members queue.

Chat Queue Configuration and Chat Toast

Business Benefit:

High-priority or special queues are easily identified by the agent receiving the chat session.

Steps to Enable

Engagement Panel version 15+ must be deployed for the site

• If Engagement Panel version 15 is not generally available, then email Jessica Bradley (jessica.bradley@oracle.com) to have your site upgraded.

• There is no downtime associated with this update.

• First, we will enable Engagement Panel version 15 on your test site, then on your production site at a day/time of your choosing.

To set up the chat queue color configuration, please follow the steps below. 

1. From the Administrator pages in the Agent Browser UI Navigation Set, select the Chat Configuration Chard and then the Live Chat Configuration Card.

2. Then select Queue Color.

3. Select a Queue.

4. Select a background color.

5. Select a Font color.

A preview is shown on the right. 

To add another unique queue, select the Add button from the top of the page and a new line item will display. 

Each row is editable and to delete a row, simply click on the 'X' with a circle around it at the end of the row.

Then Save.

Add and Delete a Queue Configuration

New Attachment Warning Dialog

A new warning attachment dialog will execute if the agent sends a response with no attachment and the content contains the word 'attach'.

Attachment Warning Dialog

The agent has the option to not show the dialog again. 

If the agent would like to see the dialog again, they can add it back in the new Message Preferences in the Preference page from the Avatar menu. 

Message Preferences

Business Benefit:

This reduces the possibility of user error if an agent forgets to attach a file before sending.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

The first release is in English only. 

Email Fields Length Increase

Customers have been requesting longer email fields.  The most recent RFC for email addresses outlines support for up to 320 characters.  B2C currently only supports 80 characters which has the potential to severely limit customer use.  This can cause emails to be rejected/bounced when they are longer than the current 80 character limit This feature will enable a support for 255 characters for email address length.

• Email fields in the mailbox editor
• Email fields in the customer portal framework
• Email fields in the chat framework
• Email fields on the contacts workspace (also contact login)

Business Benefit:

Support for longer email addresses will help customers use longer email addresses without any issues, covering a larger set of audience and removing the possibility of errors or missing out on customers.

Steps to Enable

You don't need to do anything to enable this feature.

Access Requirements

Any customer on the latest version of the product will automatically be able to use the feature.

Bookmark Standard Texts to Standard Text Favorites

Agents will now be able to bookmark their favorite or most used standard texts to a new Favorite List by simply selecting new icon, the Star icon, at the top of the Standard text in the panel.

Favorite (Star) Icon

An agent can also remove the bookmark, by clicking on the star icon again.

Standard Text Favorite List

The max number of favorites is 20. 

Business Benefit:

This will make it easy for the agent to find their favorite or most used standard text.

Steps to Enable

You don't need to do anything to enable this feature.

Pin Recent Items in Recent Item Menu

An agent can now pin a recent opened item already listed in the Recent Item Menu to the top of the list.

The Recent Items list displayed on the Action Center will also update with the pinned items at the top. 

Pin Recent Item

When unpinned, the recent item will move to the Today's section.

Unpin

Business Benefit:

This will make it easier for agents to easily find important incidents, contacts and other objects without having to scroll through the whole list.

Steps to Enable

You don't need to do anything to enable this feature.

Agent Browser UI: Add Zoom Meeting Details to a Private Note in the Incident Thread

Zoom details from archived Zoom meetings can now quickly be added to a Private Note in an Incident Thread.

From the Zoom app in the right side panel, an agent can select an archived meeting that is associated with an opened incident and add; with a click of a button, the information to a private note in the incident. 

The meeting details include: 

• Meeting topic
• Date and Time
• Duration
• Original Join URL
• If there is a link to the recording
• Link to the recording both video and audio

The private note will not be automatically saved. The agent can add additional information or edit the private note. 

Business Benefit:

Improve Agent Efficiency by minimizing employee effort to share details of the Zoom meeting

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

The archive meetings only displays the meetings that are associated with the opened incident or contact.

Key Resources

• Oracle B2C Service Zoom Integration

Browser UI: Resize Standard Text Panel

The Standard Text Panel in Agent Browser UI can now be resized.

Agents can now resize the Standard Text panel by doing a mouse hover close to the left side boarder of the panel. A slider will appear and can stretch or shrink the panel. 

The resize will persist during the agent's logged in session. It does not persist when the agent logs out and back in. 

Business Benefit:

Allows for additional real estate to view the Standard Text entries. 

Steps to Enable

You don't need to do anything to enable this feature.

Support Links Control in Agent Browser UI

The links control is now supported in browser UI.

Once added to the workspace, through the workspace designer, the Links will display in the three vertical ellipsis on the right side of the Agent Browser UI. 

Vertical Ellipsis and Links Menu

Select 'Links' and all external links set up by the admin will display in the list. 

Link Menu Items

Business Benefit:

Allow administrators to provide quick access to a set of links associated to a specific workspace.

Steps to Enable

1. In the Workspace Designer, open an object such as an incident
2. From the Workspace Properties section in the Ribbon, select Ribbon to open the Ribbon Designer
3. Double click on the Links control to open the Links control editor 

Workspace Designer

Tips And Considerations

The following Ribbon Design options in the Links Editor are not supported in browser UI:

• Button Size
• Button Style

Agent Browser UI: Drag and Drop Workspace Tabs

Agents can now drag and drop the workspace tabs in all objects, including; Asset, Contact, Custom Object, Incident, Opportunity, Organization, and Task. 

Nested tabs do not support drag and drop. 

The new order of the workspace tabs will automatically persist when the agent logs out and logs back into the same browser.

For example; if the agent is logged into Chrome and  reorder the tabs and then logs out. The next time the agent logs into the same Chrome browser, the tab order at their last login was saved. If the agent logs into Safari, the tab order will be set to the default. 

Business Benefit:

Enhances usability efficiency and personalization for agents working in browser user interface. 

Steps to Enable

You don't need to do anything to enable this feature.

Agent Browser UI: New Warning Banner for Max Capacity in Notifications

A new warning banner will now display when an agent is reaching max capacity in the notification inbox.

The banner message will give the agent a warning that the capacity is near and suggest they delete messages. Once max capacity is reached, no additional notifications will be received. 

Notifications Warning Banner

Business Benefit:

Employee Optimization by facilitating agents to not miss important and new notifications.

Steps to Enable

You don't need to do anything to enable this feature.

Extensibility

Extensibility Support for Dismiss and Accept on Agent Insight Cards

New extension functionality is now supported to execute an action after an agent dismisses or accepts the Agent Insight Card.

An example would be to display a pop up for the agent to enter feedback after the card is accepted or dismissed. 

The feedback can then be stored in a custom object.

Three extensions are needed; one to create the insights card, one to execute the action when a card is accepted, and one to execute the action when a card is dismissed. 

Business Benefit:

Can be leveraged to provide additional logic and support more complex use cases.

Steps to Enable

The extension developer needs to add the functions the extension created for Agent Insights for the agent to add feedback when they dismiss or accept an insights card. 

Key Resources

• Agent Browser UI Extensibility Framework
• Agent Browser Extensibility Framework Quick Start Guide

Event Services: Batching of Events

Batching of events are done when either of the criteria is met.

• Max wait time: 50 ms
• Max event size: 20

Batched Event Payload

Business Benefits:

• Delivers large bursts of events generated in a short amount of time and increases delivery throughput.

• Reduces the load on B2C Service Connect REST APIs as the external application will make only one API call for multiple events on a single record.

Steps to Enable

You don't need to do anything to enable this feature.

Administration

External Objects & Integrations: Realtime Test Connection

With this enhancement, the Admins will be able to validate the connection details while configuring an External Object or Integration. The user needs to provide the additional required fields for testing a connection. Testing can be performed for both the new connections which the user want to configure, or for any existing connections for troubleshooting.

The option is available in the on the right side of the External Object/Integration editor UI.

Business Benefits:

• Easy connection validation: Admins can easily validate any connection while configuring, hence save time in checking whether the connection is actually working to verify the configuration

• Effective Troubleshooting: Saves time for admin when they are checking the validity of an existing connection

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

Admins may need to note that the performing of certain actions, request verb field (like POST, DELETE) while performing a testing a connection will be actually executed, a warning will be shown in the UI for the same. If a warning shown please try to avoid updating anything important as part of testing. Also, consider noting down the changes so that it can be reverted once validation is completed. Admin should always consider choosing Request Verb as GET always unless its necessary for the testing to use any other verbs.

Access Requirements

Admins who has Object Designer access and able to create or edit the external objects or integrations would be able to access this feature as well.

Filter by License/contract Start and End Date for Service Usage Metrics Sessions Reports

Administrators will be able to see the tier 1/2/3 session usage based on contract start and end date so that manual calculation could be avoided. Admins can now provide the License start and End date in the Date filter, and correspondingly the date will start from the input start date till the input end date.

If the admin selects the start of the month as the start date, then the data returned will be on a monthly basis.

Business Benefits:

• Manual efforts can be reduced in calculating the usage based on license start date
• Save time for usage analysis

Steps to Enable

You don't need to do anything to enable this feature.

Access Requirements

Administrator privilege to access Service Usage Metrics Dashboard

Element Manager: Support for Custom Scripts

The support for Custom Scripts in Element Manager enables the admins to perform the below actions

Export:

• Ability to select single or subset of custom scripts.
• Ability to select custom scripts from sub folders.
• Ability to Search and Filter custom scripts from parent and sub folders.
• Ability to select/unselect elements from Review Package page and Apply changes.

Import:

• Ability to import custom scripts to target site.
• Ability to import custom scripts to sub folders in target site.
• Ability to select/unselect elements from Validate Package page and Apply changes.
• Ability to overwrite or skip importing Custom Scripts.

Custom Scripts in Element Manager

Business Benefits:

• Easier Configuration Management of all config elements via Element Manager.
• Empowers Admins to manage dependencies in Export and Import of config elements.
• Eliminates manual error by migrating the config element instead of recreating the element.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

Element Manager works only in the Agent Browser UI. If you try to access it from the Service Console, a message tells you that it is only available in the Agent Browser UI.

Key Resources

• Element Manager
• Export a Package
• Import a Package

Enhanced Business Rules: Highlight No Operation Rules

Highlight No Operation rules in Business Rules.

• A new tab called 'Rule Inspector' to provide the list of No operation rules.
• Admins have the control to evaluate the rule base to identify the No Op rules.
• Notifications for evaluation of the rule base during in progress and completion.

No Operation Rules

Business Benefit:

Easier identification of rules that result in no action after execution.

• Empowers Admins to maintain a lean and active rule base by letting them know No Op rules and act upon them.
• Ability to identify the No Op rules periodically by executing the evaluation.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

The Business Rule admins have to evaluate the rule base of each object pre and post-deployment of rules to maintain a lean active rule base.

Enhanced Business Rules: Error Message Enhancement

The error messages in English are translated to the language of interface for various actions like

• Rule deployment
• Rule validations
• Migration messages

Error Message in French

Business Benefit:

Empowers Admins to address errors, if any, by translating the error messages to the language of the interface.

Steps to Enable

You don't need to do anything to enable this feature.

Enhanced Business Rules: Async Roll Back

Provides notification about the roll back of the rule base which are in progress for the particular object and also about the successful roll back.

Async Rollback

Business Benefits:

• Allows admins to use the rules editor to work on rule base of other objects. 
• Roll back of larger rule base with multiple edits can happen in the background without impacting admin efficiency.

Steps to Enable

You don't need to do anything to enable this feature.

Access Requirements

The admins should have 'Rules Edit' permission to perform Rollback of a rule base.

Enhanced Business Rules: Additional Operator for Menu Fields

This enhancement

• Supports the 'equal to the value of' operator for menu type fields in the Set Field Action of THEN Clause.
• The RHS of the operator will also be of Menu type field.
• The menu type fields of Standard objects and Custom objects will be have this operator.

Additional Operator for Menu Fields

Business Benefit:

Additional operator allows admins to address more use cases using Enhanced Business Rules.

Steps to Enable

You don't need to do anything to enable this feature.

External Objects & Integration: No Authentication Type

"No Auth" Authentication type has been added to the External Objects & Integrations configuration. This means a connection can be configured to external services which have open authentication. This will help Admins to create connections without maintaining dummy authentication details.

Business Benefits:

• Better visibility: Admins can view the list connections which does not require Authentication with the help of No Auth type.

• Cleaner connection request: Prevent transmission of unnecessary authentication headers while using a No Auth connections.

Steps to Enable

You don't need to do anything to enable this feature.

Access Requirements

Admins who have access to configure External Objects & Integrations can access the "No Auth" type as well.

Service Usage Metrics: Monthly API Usage Report, File Storage, Database & Bandwidth Usage Reports

API Usage Report: Admins will be able to view and track the Monthly API Operations usage in BUI. The report can be accessed through Administration -> Service Usage Metrics -> API in Agent BUI.

Storage Usage Report : Admins will be able to view and track the file storage, database storage and bandwidth usage in BUI. The report can be accessed through Administration -> Service Usage Metrics -> Storage in Agent BUI.

Usage Tracking: Admins will be able to easily understand the usage pattern of API operations and Storage

Steps to Enable

You don't need to do anything to enable this feature.

Access Requirements

The profile needs to have Administrator privelages

Reporting

Analytics Reporting: Honouring Custom Scale in Report Charts

BUI report users would be able to view the report charts (Horizontal Bar, Vertical Bar, Line Chart) with custom scale configured using report designer in .Net console.

Custom scale configured is 150, and same has been rendered BUI report chart as well

Business Benefits:

• Data Visibility: Agents will be able to easily visualize with custom scale while viewing in BUI
• Consistency: Allows consistency in the format of data shown across .Net and BUI

Steps to Enable

You don't need to do anything to enable this feature.

Analytics: Gantt Chart Support in BUI Reports

Report users can render and view the Gantt charts in reports designed using the .Net console in Browser UI. Gantt chart is a very powerful tool that can be used for effective project management

Report designers can design reports using a Gantt chart for agents/admins to keep a check on whether the task progress is lagging or matching or leaping with the timeline, for tasks which has a due date.

Business Benefits:

• Easier access: Agents and admins can access the Gantt charts created in .Net via Agent browser UI

• Easier Project Planning: Agents and admins can perform project or task planning using the available Gantt charts in Browser UI

Steps to Enable

You don't need to do anything to enable this feature.

Platform

Enhanced Business Rules: Notification Enhancements

The enhancement

• Includes object name in the notification about a previous deployment which is in progress.
• Enables the admins to know the object for which the rule base is deployed.

Notification Enhancement

Business Benefit:

Alerts the admin about the ongoing deployment of an object and thus admins can withhold further deployments.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

The notification about in progress deployment will appear in scenarios such as when the rule base being deployed is very large or the agent logs off and logins in the middle of a deployment or a session timeout etc...

Element Manager: Import Individual Custom Scripts Using EM APIs

This feature provides the ability to

• Import Custom Scripts from Version Control using Import APIs.
• By-pass signing of certificates for Custom Scripts imported from Version Control system.
• The import from Version Control is singleton only.

API Parameter Requirements

• Name: Name of the Import

• Package Content: Base-64 format

• Import Type: “CustomImport”

• Custom Import Attributes:
  • Item Name: <filename>.php
  • Item Type: “Custom Script”
  • Custom Script Attributes:
    • Sub Folder Path: directory path

Business Benefits:

• Efficiency: Reduces development cycle time by eliminating the need to manually deploy custom scripts to a test instance.
• Ease of use: By-pass signing of certificates since the import is from Version Control.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

The swagger for Element Manager REST APIs can be access via https://{interface vhostname}/AgentWeb/elementManager/swaggerUI

The POST method in Import APIs can be used to directly pull the custom scripts from version control to a test site.

The developers should pass on the Import Type as "Custom Import" and Item Type as "Custom Script". The Swagger document below shows those parameters.

API Parameters for Importing Custom Scripts Using EM APIs

Key Resources

• Element Manager
• Export a Package
• Import a Package
• Element Manager REST API Guide

Integration

Integrations: Date Transformation in B2C - CXU Integration

1. The B2C Service date and time fields are transformed to the below formats

• Date format: YYYY-MM-DD
• Date time format: YYYY-MM-DD HH:MM:SS

2. The below dates are included in the default mapping.

• Date Created
• Date Last Updated

3. Additionally the Date Closed of Incidents is also included in the default mapping.

4. Supported Objects: Incidents, Contact, Organizations, Products, and Category.

Date Fields from B2C Service to CX Unity

Business Benefit:

Completeness: Enables customers to have the created and last updated dates in CX Unity and ensures completeness of the Service data in CX Unity.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

• Overview of CX Unity integration with B2C Service