Version History

This table is just an historic excerpt. Head to the Release Notes for an in-depth look into new features.

Version	Release Date	Contents
3.7	21 Jul 2022	New Management tools for continuous Service monitoring Callback - Improved scheduling and assignment logic Standby Duty support for standalone Opening Hours Re-Assignable OU during import/export of Workflow Instances / Structures Agent Assistant NRR consistency pass for SfB Agents can extend external task (API) via AA Support for Extended Toast (LUCIE) for consultative transfers via S4B-Client API Updates Added Callhandling options for Outbound / Conversation-As / Callback sessions Screen sharing for outbound calls and during consultation call (via API) PATCH and DELETE methods for External Web Requests Other Improvements Smarter License Expiry / License change "on-the-fly" application Standardized properties validation between Webconfigurator and LUCS Configurator Improved active endpoint detection component connections SMD - Option to disable Direct Chat Tracking (exclude from UI and Reporting)
3.6	22 Oct 2021	RONA in Customer Journey Workflow consistency pass Avatar Sync via MS Graph Start of API 2.0 (1.0 continued) Configurable Base URL for API Configurable rate-limits for API Set Profile via API now possible Agent Assistant ACW restore after failover Reporting API related: ExternalTaskId and/or BlockTaskId are passed alongside with a Session/Task. Applies for: (Callbacks, ExternalTasks and BlockingTask) RONA related: The EventList of Tasks now contains the "RONA" and "Declined" periods with additional fields. Agents now able to use DTMF for IVR during consultation "Outbound Connector" WF activity re-added Improved RONA block prevention for SIP 486/488 response
3.5	21 May 2021	Dashboard UI changes and improvements Customer Journey now available in the Dashboard Main Menu Agent Supervision View in the Main Menu Service Groups - Custom Filters across multiple OU "Agent States Availability Chart" widget "Service KPI Tabular" widget KPI Filters with threshold criteria Supervision now supported for for "Conversation as" and Callback (Outbound) Reporting - Support of Paginated BI Reports Profile Management while Offline API Changes Introduce CCTX and Parameters for Tasks Share Context for Agents on Consultative Transfer Support for Non-Blocking Tasks Conference Warmup Behavior - Configurable expiry period
3.4	05 Sep 2020	New Features New Dashboard Trigger Sets / Web Requests Impersonate Service on Incoming Transfer Improved: Configure Transfer Behavior per Team Multiple External System Configurations Callback Keep Position in Queue Callback Category in Standalone Opening Hours Support for Graceful Failover Reporting / DB / KPI BI Predictive Forecast BI Reports in Dashboard BI Excel Reports now using PowerQuery Dashboard with Embedded BI Report Create Empty DB Script (New installation) DB Index Maintenance Operation KPI Changes moved to Topology Push DB Updates remotely
3.3	20 Mar 2020	New Stratus Agent Assistant Workflow Element Updates: Switch between placeholder audio and TTS in Frontend "ServiceId" as a System Parameter in External Web Requests "Set Preferred Agent" Activity Option for Hard Cancel of an Agent Request Option to Shuffle AV playlist Standalone Opening Hours Calendar Further API Improvements (Task provisioning, Call Management) API Keys now with RBAC Support Scalability Improvements Possibility to get Presence over Teams directly via AC Reporting Improvements New PowerBI ServiceReport for Stratus Agent Various database, role and calculation improvements
3.2	13 Sep 2019	Import and Export of Workflow Structures and Instances Extended WebRequest functionality New LUCS API functions Agent Assistant: Switch between and reset Not-Ready-Reasons New Frontend Features New Reporting Features General Improvements AA / AM / LUCIE Improvements
3.1	15 Mar 2019	New LUCS API Live Reporting Functions Task information per service: shows tasks (ordered by longest waiting time) "Longest Waiting Task" of a specific service: shows tasks with the longest waiting time (QueueTimeDuration) User information per service: lists users (order ascending by SipUri / UPN) Distribution of External Tasks Send external medium-independent tasks (Facebook, CRM, Mail, Fax, etc.) to the Luware API Tasks are assigned to the agents based on skills / distribution policy like other tasks Tasks can be accepted, declined or ended through LUCS Agent Assistant Hypertoast «LUCIE» window "Conversation Context" in standard browser window can be triggered for External Tasks Generic ExternalWebRequest Module and WF Activity Generic web requests can be configured in LUCS workflows to send and receive date through a web-request to an external system (create tickets, verification of customer numbers, etc.) The content of the request can be flexibly defined via a text field Extended Functionality for Service Conversation Context Conversation Context can be triggered At Ring / At Answer in Standard Browser Conversation Context can be triggered for different task types individually (Inbound Service, Outbound Service, Callback, External Task, Internal Consultation Service Context) Conversation Context information can now be redistributed to another Agent/Service during prior consultation (consultative transfer) Extended Functionality for Agent Assistant Startup Application modules Modules can be triggered for different task types individually (Service Inbound, Service Outbound, Service Callback, Service External Task, Direct Inbound, Direct Outbound) Extended Functionality for Conversation As A Service Function Trigger a Conversation-As Task when user clicks on URL with “outboundcall:” prefix Choose in the user configuration if the Conversation-As function is enabled for internal, external or all conversations Agents can choose in their local AA settings if the last Service selection should be saved Task Completion Codes and ACW are now available for Conversation As A Service Function New "LongestNoServiceCall" Distribution Policy Ensures that incoming service calls are distributed to the agent who has not received a service call for the longest time GDPR Functions in Web-Configurator User data can be searched and anonymized with one click using the Web-Configurator New LUCS FrontEnd Navigation New design with better usability all moved to the left of the screen Settings menu contains all settings and information items at one place New Wall- and Widget Group Navigation with search function in the navigation-pane itself New KPI Widget KPI values are displayed in KPI-Boxes with a large font size KPIs can be calculated across several services (e.g. select only EN services) Threshold values allow KPI squares to be colored as needed SFB 2019 Support Specific SFB 2019 installation files for LUCS are available Improved Parameters Module in LUCS Agent Assistant Hypertoast «LUCIE» Alphabetical ordering of parameters Allow copy of Parameters New LUCS System Parameters "ServiceCulture" for current used culture "ExternalTaskId" for the ExternalTaskId submitted by the customer through the LUCS API in an external task
3.0	12 Oct 2018	New LUCS Web Configurator - New modern and intuitive Web Configurator with role-based access Simple Navigation - New and simple navigation pane Overview Page - Check system status, licenses and amount of configured users & services on one page Manage Users - Add User Wizzard and Bulk Edit to manage multiple users at the same time Manage Services - Service Configuration Manage Existing Workflows and Placeholders: Offer teamadmins the possibility to change different aspects of the used workflows via placeholders Manage Topology Settings - Topology configuration Role-based access (RBAC) Role-based access (RBAC) allows user access to data and administration to be gradually controlled based on roles assigned at the organization unit level O365 Support Manage multiple O365 Tenant configurations per LUCS installation Manage multiple O365 and Exchange Mailboxes per LUCS installation Support O365 Authentication Support Read/Sync of O365 Users New Luware API New Luware API - Blocking of specific agents and setting presence of specific agents New Luware API - Assigning external system tasks to LUCS Agents based on existing distribution policy, skill-based routing and preferred agent routing New Luware API - Initiate Callback Tasks for a service with a specific target, due date, priority and comments for the agent Data Privacy Functions - GDPR Support GDPR Support - New Workflow Activity to anonymize reporting data (Customer can choose if he want his data to be stored or not) GDPR Support - Script to anonymize historical customer identification data in the system Reporting Reporting 3.0 - New PowerPivot and PowerBI reports with unique Task Results and Result Groups (Each Service- and Agent Task has a unique result in reporting) Customer Journey With Task Results - Unique extended task result information for every customer interaction Workflow Editor Changes Workflow Switch Dropdown: Dropdown to switch between Switch exits Timeout Activity - Timeout activity is intended for IM tasks and allows to check various things while customer is in queue without a chat output to customer each time and ensure that the system is not unnecessarily busy Save To Parameter Activity - Save a value into a parameter and to the database for further use Compare Parameter Activity - Comparison of two parameters value with different exists to continue in the workflow Callback Requests Impersonate Callback Request as SIP-URI of Incoming Service - For a call virtually transferred to another service a callback task can be created on behalf of initial service FE Changes Customizable Widget Titles - Widget titles can be changed in widget settings Maintenance Support Manual Redirect Option: In case of a planned maintenance SMD redirects all calls of another pool to the default endpoint of the current pool
2.9	16 Feb 2019	Callback calendar category to define time periods when callback requests should be processed by the system New callback parameters to reduce queue waiting time and obtain better customer satisfaction Playlist and Boolean type for placeholders Possibility to install and select custom text to speech (TTS) languages per organisation unit to play announcements or statements New hypertoast «LUCIE» provides additional customer information to Agents when the Skype Toast pops-up Customer Journey can be displayed in Conversation Context Window during a conversation with the customer Option to enable or disable 'Call as' feature in Agent Assistent for the selected agent Read-Only mode and outage notifications to handle situatons when database or PS clients gets unavailable Possibility to check the existing license usage in LUCS Configurator and LUCS Frontend New Agent Performance widget for the supervisor and for agents which can see only their own data Option to schedule Callback task from incoming service if a call was transferred with a virtual transfer to another service Option to send a recorded voicemail on behalf of the incoming service if a call was transferred with a virtual transfer to another service New Service Overview page on Reporting Portal to analyze the performance of each service and provides a compare-function to compare two different timeperiods New Power BI Reports for Agent and Service analysis that can be used as local files and on the cloud Additional KPI's on Reporting Portal for a more flexible analysis of service performance Printing-function on Reporting Portal New Survey Power Pivot report to analyze survey results Options to Update OLAP Cube without Redeployment Possibility to send recorded voicemail on behalf of initial or the last service name if a call was transferred to another service
2.8	18 Aug 2017	Complete switch to event sourcing as data storage pattern CIC was rewritten to benefit of the opportunities Event Sourcing offers. Better performance and stability are achieved. Adjustments in CI for impersonation support and general fault tolerance improvements AA has been rewritten to make it ready for future extensions LUCS now offers the possibility to let the customer ask for a callback while waiting in for an agent (to be configured in the Workflow) Agents can now make calls (PSTN) in the name of a chosen service Some additional information are displayed on the customer journey Additional filters and notification about OLAP cube updated implemented for Service-Overview on Reporting Portal Support for Oracle and MySQL-DB's for DB Lookups
2.7	17 Mar 2017	Support for multiple subscriber endpoints in AC Introduction of EventSourcing in parallel to existing persistance layer in order to exchange the old solution in the future Improvements for validation in LC Web-Portal offering reporting options for LUCS (Beta-Status, will be extended in future releases) Support for encryption of the communication between the LUCS-Components Introduction of an optional limit for ExtendedACW Post conversation survey for customer after agent leaves the call WF-Activity "Check Contact Presence" WF-Activity "Probability routing" Support for multiple simultaneous Service-Chats for one agent if desired ExternalAccessPolicy can be configured per Service Extended support of "contextual data" (Parameters) in transfer scenario Implementation of the possibility to dissallow system to log customer information