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VidyoEngage: About Version 18.3.0

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VidyoEngage™ is fully equipped with an array of features, making it the perfect solution for improving customer engagement, fostering loyalty, increasing customer advocacy, cutting problem resolution time in half, and avoiding customer churn. The VidyoEngage video channel experience creates the personal touch that keeps customers engaged.

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What's New In This Release

  • Platform Resiliency Enhancements
    • Support for Additional Admins and Multiple Authentication Types
      • Previous versions of VidyoEngage supported only a single Admin user account per Tenant. This version adds support for creating and managing multiple Tenant Admin accounts.
      • In addition to support for local authentication, version 18.3.0 adds support for ADFS/SAML-based authentication for Tenant Admins and Agents.

        AuthenticationTypes.jpg

    • More Comprehensive Audit Logs
      • The Tenant Admin audit log now includes a mechanism that tracks each change per Tenant configuration (including old and new values).
      • In addition, the Tenant Admin audit log now includes Agent activities such as status changes, call-related activities, and a list of application window names that are have been shared during the call.
      • Audit logs are kept for 90 days, and the option to download the logs is also available.

      AuditLogs.jpg

    • Resolution of the Cross Scripting (XSS) Vulnerability
      • To mitigate malicious XSS injection-related attacks, we’ve removed all cross-site scripting security vulnerabilities across Customer, Agent, and Tenant Admin clients.
    • JWT Token Enforcement per TenantID and Role Type
      • When JWT tokens are assigned for clients, they are now associated with a tenantID and/or a role (such as Agent or Customer). All subsequent requests using the same token are only allowed if the request pertains to the same tenantID and role.
    • API-Key Use and Validation
      • In order to more safely authenticate applications, we’ve updated all APIs so that they now allow and validate API-Keys.
    • More Secure InteractionIDs
      • We’ve modified our InteractionIDs so that they are now alphanumeric (rather than numeric-only), thereby making them much more difficult for hackers to guess.
  • Tenant Admin Usability Enhancements
    • Easier Agent Management
      • In order to better facilitate management of larger groups of agents, we’ve improved the mechanisms for assigning Tags to Agents. Custom Tags can be created, updated, searched, and deleted by Tenant Admins. You can then use these Tags to filter when searching or grouping Agents.
      • The updated UI allows you to sort through the list of Agents on a per-column basis.
      • You can also set the maximum number of Agents listed on a single page to 10, 25, 50, or 100 per page.

      TenantAdmin.jpg

    • Better Skill Set Assignment
      • The UI now provides side-by-side columns of available and assigned skills or tags so that Tenant Admins can more easily move skills or tags from one column to the other.
      • VidyoEngage now prevents you from mistakenly creating duplicate skills. Moreover, if duplicate skills exist after an upgrade, we modify them to make them unique.
  • Agent Client Usability Enhancements
    • Incoming Call Pop-up on Agent Dashboard
      • When an Agent is already in a call and a new call comes in, the UI no longer plays an audio notification, which could be distracting to the Agent. Instead, an “Incoming Call” pop-up appears to notify the Agent of the incoming call.

        IncomingCall.jpg

    • Content Sharing Confirmation
      • To prevent Agents from inadvertently sharing a screen or application, a “Confirm Share” pop-up now requires Agents to confirm before sharing their screen or application.

        ConfirmShare.jpg

    • Password Reset Capability
      • If Agents using local authentication forget their password, VidyoEngage now allows them to reset their password without involving an administrator.
    • Improved Scheduling Experience
      • Support for non-U.S. date format: Agents can now use either a U.S. or non-U.S. date format while creating a new schedule interaction. This setting can be configured while setting up the Agent application.
      • Ability to view past and future scheduled calls: Using a calendar drop-down, Agents can now view calls they had scheduled in the past or have scheduled for the future, as well as retrieve the links to those calls.
      • 12- or 24-hour clock option: Agents can configure their Tenants to allow them to choose a 12-hour or 24-hour clock when they create scheduled calls.
  • Customer Client Usability Enhancements
    • Branded Customer Journey for Additional Clients Who Join an Ongoing Session
      • Browser, iOS, and Android™ mobile clients now allow additional customers to join a call using a branded VidyoEngage client.
    • When a customer uses an unsupported browser, they now see a message which indicates that the browser is unsupported and lists the supported browsers.
    • We now support branded landing pages for adhoc journeys.
    • VidyoEngage is now able to connect to VidyoEngage for Genesys with an adhoc URL.
  • Additional Verint® RIS Features
    • This release adds support for Verint Remote Integration Server (RIS) failover.
    • AgentID or InteractionID are allowed to be included as part of the SIP ‘From’ header sent to the Verint RIS.
  • Improved Routing
    • We’ve improved our routing algorithm whereby a subset of the selected skills can be matched instead of requiring an exact match. This improvement helps when clients send or select multiple skills in any customer flow.
  • API Updates
    • The “startrecording” and “startrecording/async” APIs are now fully backwards compatible, thereby allowing all recorders to connect as expected.
    • These unused APIs have been disabled:
      • POST /agentProfile
      • DELETE /agentProfile
      • PUT /agentProfile
      • GET /service
      • POST /termsandcondition
      • DELETE /termsandcondition
      • PUT /termsandcondition

 

Compatibility

The following table defines the compatibility between VidyoEngage version 18.3.0 and customer and Agent platforms. 

 

Compatible  
Platforms
Platforms for Customers Platforms for Agents

Windows®

  • Windows 7 32-bit and 64-bit
  • Windows 10 32-bit and 64-bit
  • Chrome™ version 48 and later
  • Firefox® version 38.7.0 ESR, and earlier than version 52
  • Internet Explorer® 11
  • Chrome version 48 and later
  • Firefox version 38.7.0 ESR, and earlier than version 52
  • Internet Explorer 11

Mac® OS X

  • Mac OS X 10.8 -10.12.1
  • Chrome version 48 and later
  • Firefox version 38.7.0 ESR, and earlier than version 52
  • Safari® version between 9.0.3 and 12 (not including 12)
  • Chrome version 48 and later
  • Firefox version 38.7.0 ESR, and earlier than version 52
  • Safari version between 9.0.3 and 12 (not including 12)
iOS
  • iOS 8.4.1 and later
 
Android™
  • Android 5.0 and later
 

 

 

Resolved and Known Issues

This following tables list the resolved and known issues in VidyoEngage version 18.3.0.

 

Resolved Issues

The following table lists the resolved issues in VidyoEngage version 18.3.0:

VidyoEngage Version 18.3.0 - Resolved Issues
Key Summary
VEE-818 The audit log now includes interaction-related activities, including when interaction notes are added.
VEE-817 The audit log no longer includes an “Unhold” event when the customer drops the call.
VEE-816 The Add button in the audit log no longer becomes inactive after interaction notes are added.
VEE-809 If an Agent users SAML authentication, the audit log now uses the Agent’s SAML identity.
VEE-804 The plugin now works properly with the Safari browser.
VEE-801 The UI now behaves properly when a user presses Enter to finish Skill creation.
VEE-798 The audit log for the Routing tab now captures the proper information.
VEE-790 The Agent’s full-screen button now works as expected.

VEE-787,
VEE-777,
VEE-776,
and
VEE-775

Tags that use special symbols can now be edited and deleted, and no longer cause errors to occur.
VEE-785 When a user ends a call on the web app, it no longer causes the call to end for the second (invited) user and the Agent.
VEE-773 The Add Tag window now properly closes after the user clicks the Cancel button.
VEE-771 An erroneous error message no longer appears when a user presses Enter to finish creating a Tag.
VEE-768 The “Download on GooglePlay/Apple Store” option is no longer missing from some portal pages.
VEE-743 Vidyo resolved an issue where Internet Explorer users were unable to proceed with the call after receiving certain URL links.
VEE-726  Customer names now appear correctly whether the customers joined from the web app or the mobile app. 
VEE-711  In the Tenant UI, users can click on the column headers to sort. 
VEE-710  Agents can now be successfully sorted by status. 
VEE-694
and
VEE-693 
The VidyoEngage app no longer continues to display “Call on hold” if the Agent ends the call while it is on hold. 
VEE-683
and
VEE-682 
Android users are no longer unnecessarily asked for skill selection when connecting to a call. 
VEE-674  Certain cases where users received an error when trying to send a survey no longer occur. 
VEE-613  Users will no longer be able to access the VidyoEngage API without entering the correct password. 
VEE-461  The VIVEKANANDA_OK error no longer occurs with the StartRecording API. 
VEE-429  When using an iPad, the video no longer freezes after toggling outside the application. 
VEE-412  The Share drop-down list correctly updates when working in Internet Explorer. 
VEE-404  Kiosk Agents and Client users will now be able to see and hear each other after waiting in line after the Agent picks up. Also, the HTTP 500 error messages from the remote server in the logs will no longer display. 
VEE-374  Users will no longer get a 404 error for Tenant and Agent when logging in for the second time with a SAML account. 
VEE-362  In the Agent application when users log out of the Agent client, they will not be able to go back to the Agent Dashboard page and continue as if they are logged in. 
VEE-233  The Agent status is updated correctly after login for the updateAgentStatus. 
VEE-231  Users will no longer get an error message or have the application close incorrectly when a call is initiated from the Kiosk and then cancelled before the Agent accepts the call. 
VEE-176  If a user starts a call in the Kiosk and clicks on the video placeholder when video streaming is not configured, the system will no longer crash. 
VEE-166  For the client and backend side, the Login API POST is supported versus GET. 
VEE-158  When an Agent creates a scheduled meeting from the VidyoEngage Agent Dashboard and then deletes the meeting, a pop-up window will now display “Are you sure you want to delete the scheduled meeting”. The Agent can now select Yes or Cancel. 
VEE-157  When a customer clicks on a scheduled meeting link; the user will now go directly to the Terms of Service Page (from the splash page) and not check if any Agent is online. 
VEE-144  Notifications in the database are now corrected to show when Agents are online and offline. 
VEE-90  The Surface Pro 4 no longer crashes when running the VidyoEngage Kiosk application. 
VEE-69  Customers who click the home button to access email when using iPads and iPhones will continue to see the correct media session and tile in the VidyoEngage application. 
VEE-63  The Android VidyoEngage application no longer crashes when using a Samsung S6 with Android 7. 
VEE-51  The application server no longer becomes inactive due to unloaded videos and now Agents can successfully log in. 
VEE-46  The VidyoEngage application is now more stable so users can upload numerous videos without causing the application to buffer. 

 

Known Issue

The following table lists the known issue in VidyoEngage version 18.3.0.

VidyoEngage Version 18.3.0 - Known Issues
Key Summary
VEE-895

Customer-facing browser client: On Windows 8 and later, in certain scenarios when a user shares an application, other applications running on that user’s machine may also be shared into the conference. Due to this privacy concern, we have limited sharing on Windows 8 and later. On Windows versions earlier than Windows 8 and on Mac OS X, this issue does not exist, therefore application sharing is still available.

Agent-facing browser client: As this is a controlled environment, sharing on Windows 8 and later can be enabled/disabled on a per Tenant basis.

 

 

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