20221031 - Release Notes

See what's new in Tegsoft and what we're gradually rolling out. ✨

October 31, 2022

TEGSOFT_V2 END OF LIFE (EOL) ANNOUNCEMENT

Dear Valued Customers;

We are writing this announcement to inform you of an upcoming End-of-Life (EOL) and End-of-Sale (EOS) on the Tegsoft_V2. Tegsoft_V2 is going to be phased out and migrated to Tegsoft_V3.

KEY DATES:

The above schedule means that Tegsoft customers will have until 30 June 2023 to migrate their existing Tegsoft_V2 to Tegsoft_V3.

We sincerely appreciate your assistance in helping us to minimize the impact of discontinuation of Tegsoft_V2 on your company and your customers, assure that this EOL will not affect the existing service relationship much.

Introduction

Welcome to the release notes for Tegsoft.

The release notes include key details about the Tegsoft current release, including information on new and improved features, bug fixes. Please review the topics carefully, as they include late-breaking information that may not be available in other Tegsoft documentation.

Information About Release 🔍

The purpose of the Release Notes communicates the major new features and changes in this release of the Tegsoft. It also documents known problems and work-arounds.

This Release Note is comprised of four sections:

1. What's New?
New Feature Notes describes and announces the new features of develop for Tegsoft products. Every item listed under this section describes the basics of a newly developed feature. Detailed descriptions/instructions will be accessible from the links provided at the end of the new feature description.

2. What's Improved?
Improvement Notes describes changes, about a feature/function that is already active. Type of changes are listed below:
• Data field updates (removal or addition of fields)
• Changes in reports or in applications
• API functionality changes
• Performance improvements
• Layout changes

3. What's Fixed?
Fix Notes are the list of known and fixed customer-reported defects or security fixes. Some instructions or workarounds may be described.

4. Related Documentation
Related Documentations are the list of links for more information related to the release.

1. What's New? ⚡

The following new features appear in this release:

1. We are pleased to announce the Tegsoft Widget integration into the Salesforce has been rolled out.

Salesforce integration is the process of combining Salesforce data and functionality with Tegsoft Widget to provide users with a unified experience. It enables Tegsoft users to provide their teams with the ideal combination of capabilities from both platforms.

➤  If you need detailed information and assistance about Salesforce integration, please visit How to Integrate Tegsoft Widget to Salesforce article.

2. Custom widget integration has been developed with the addition of auto login option, layout parameters, events and actions especially custom agent status action.

➤  To discover new advance functions added, please check out Custom Widget Integration article.

3. In case call profile selection is allowed for agents as in the following screenshot, the function that enables agents to select call profile before making a call has been added to Tegsoft V3.

➤  The following screenshot shows the call profile selection button in Tegsoft Widget.

➤  The following screenshot shows the call profile selection button in Agent Desktop.

ℹ️  If you want to try the new Tegsoft user interface, please follow the instruction below.

As shown in the screenshot below, in any browser, replace TEGSOFT_SERVER_URL with your server in this URL https://TEGSOFT_SERVER_URL/Tobe/forms/TegsoftVue/ and then go to this address by the pressing enter button.

2. What's Improved? ⭐

The following improvements appear in this release:

1. CC - Display Extension Access authorization has been added to the authorities, so that users can and cannot display their own and other users’ extensions.

As seen in the screenshots below, CC - Display Extension Access authorization can be assigned to users one by one from the User Management and to users in a user group at once from the User Groups.

➤  A user with CC - Display Extension Access authorization can display the extensions as seen in the following screenshot.

➤  A user without CC - Display Extension Access authorization cannot display the extensions as seen in the following screenshot.

2. Filtering options for the active agents have been added to the Status Panel tab in the Agent Desktop.

➤  The following screenshot shows the filtering options for agents.

3. When agents encounter a technical issue while in a different tab or window, they are notified with both pop-up and browser notification as seen in the screenshot below.

4. Displaying and resuming pending chat sessions functions have been added to Agent Desktop in Tegsoft V3. 

If the speech bubble is clicked, the web chat session will be resumed, If the contact is clicked, the contact card will be opened.

5. The NOTREADYACW column has been added to the excel format report generated from Agent Activity Reports ➔ Agent Based tab as shown in the sample report below.

6. The ABANDONSECS_X_Y columns have been added to the excel format report generated from Skill (Queue) Report as shown in the sample report below. 

In the ABANDONSECS_X_Y column; the X represents the minimum value, and the Y represents the maximum value of abandon call seconds. The number of calls in this range is shown in the relevant column.

7. Skip webchat session function has been enabled for webchat calls in Tegsoft V3.

8. Contact rule matching process for incoming calls has been improved.

9. Performance improvement has been made on the processing the voice recordings.

10. Performance improvement has been made on the Dataloader service.

11. Performance improvement has been made on the Tegsoft Webchat.

12. General Security and Performance Improvements have been made.