2023.4.1
Release Date: 31 May 2023
The U-Assist 2023.4.1 Release introduces the following new or enhanced features.
New Features
There are no new features introduced in this release.
Enhancements
Supervisor and Agent Mapping
With this release, the Supervisor and Agent Mapping feature is reintroduced in the U-Assist Admin Portal. An Administrator can now map a Supervisor to an agent using an Agent Mapping option available under the Supervisor user role. Multiple Agents can be mapped to the Supervisor.
The Admin Portal UI no longer supports the creation of user profiles. From the release 2023.4, all U-Assist users are created and managed directly on the X Console.
For more details on Supervisor and Agent Mapping, click here.
Support for Rule-based Intents in X Console
With this release, a Business Analyst has an option to categorize a rule as 'Call reason' or 'Other' type. After syncing the U-Assist account with the AI Model, the rule categorized as Call reason is displayed on the X Console's Intents list. If the rule is triggered, the name of the rule is displayed as the Intent name on the X Console Agent Application.
The rule with Other type can be defined in any way. However, this type of rule does not appear in the Intents list on X Console.
For more details on defining the Rule-based Intents, click here.
Conversation Summary Variable for AI Agent
A Business Analyst can now use the X Designer Conversation Summary dynamic variable to access data from a Conversation Summary following its submission by an Agent. For example, the Analyst can use a Service Flow to query the variable and pass specific summary data to other Flows or to an external platform.
The Conversation Summary variable is updated with most recent call summary data, including:
Data from the Header Summary, specific to the Virtual Agent (VA) that was used
Data from the Intent Summary for each call reason that was reported during the call
Agent Notes that were created during the call
Additional information, such as the call language, participant IDs, timestamps, etc.
It's possible to extract the variable's data in its source HTML format or as plain text.
For more details on using the Conversation Summary variable, click here.
Backward compatibility with existing language capabilities of ASR and entity extraction models
From this release, all the languages supported by entity extraction and Uniphore ASR models can now be assigned to the Experience and its associated Business Process.
Defect Fixes
There are no defects fixed in this release.
Known Issues
There are no known issues in this release.