3.4.03 Release  

Workflow independent External Web Request and Trigger Sets

External Web Requests could be used in the prev. Version only over a dedicated Workflow Activity and each Webrequest had to be manually configured in each workflow. With the introduction of external web requests and trigger sets, we not only remove this dependency, we extended the events additionally.  

Trigger Sets have been added as additional means to External Web Requests to fill variables and parameters during certain events. The trigger occurrence also depends on related workflow activities, which can (silently) update System / Service context parameters whenever they occur within your workflow.

Once assigned within the Service Workflow Configuration the web requests in a trigger set will be called autonomously and independent from any "External Web Request" workflow steps.

External Web Requests now managed separately

Starting with Stratus Agent 3.4 "External Web Request" Workflow Element properties have moved away from Workflow Instance and into a central "Web Requests" page for central management and assignment to Organization Units.

Good to know:

  • Workflow Instance containing Web Requests from Stratus Agent version 3.3 or older will have their web request properties automatically imported into this view.  The naming for these new requests will be "WI_<ImportedWorkflowInstancename>". Any used Service Context Parameters and other user-defined properties are imported over alongside.
  • Existing Web Request data entities appear as Pulldown the "External Web Request" Workflow Elements within your Workflow Instance.
  • Starting with Stratus Agent 3.4 you can also add Web Requests within External Web Request Trigger Sets

How to use

  1. Check your (imported or new) External Web Requests entries on the new Configuration page. Existing Workflows will now use of these entries!
  2. Learn more about External Web Request Trigger Sets, 
  3. Apply the new Trigger Sets within your Service Workflow Configuration.
    (warning) With Triggers Sets enabled, check your existing WF steps as they may now be redundant.

Impersonate Incoming Service on internal Transfer

It is now possible to configure Service impersonation for your Agents during internal (virtual) transfers, so any Agent can see the Service that originally took the call in his Extended Toast. 

(tick)   Precondition : Requires at least 2 internal services A and B, each with Agents having Agent Assistant installed and Extended Toast (LUCIE) enabled in the  AA Configuration . Afterwards, enable the checkbox in your Service Call Distribution settings.

(lightbulb) This checkbox must be enabled on the SOURCE service A in order to work in a virtual transfer.  Also see Call Activites  → "Silent ( Virtual) Transfer "

When enabled on the source (service A), the following scenario applies: 

  • Service A takes the call and a blind / virtual transfer to Service B is performed.
  • Agent 1 from Service B will see Service B impersonated in both SfB / MS Teams and (if configured) his AA Extended Toast (LUCIE) and take the call, then transfers to Agent 2.
  • Agent 2 will see Service A impersonation and take the call.

Backend Improvements

  • Various O365 Login Improvements for various Frontends.
  • Support for Graceful Failover: 
    • Put the agent into the profile he had selected before when AM gets activated
      Possible way: Use the reporting data written to determine the last AgentState and extract the profile information there. DefaultProfile will only be implicitly set, when Agent signs out of S4B/Teams
    • After reconnecting AA to newly activated AM allow to:
      • Save an open NRR request
      • Save an open TCC/CSC request
    • Terminate all ongoing ACW (so that the popup disappears on AA if still present) after AA connect to newly activated AM
    • Reset RONA if necessary, so that a open RONA Popup on AA gets removed

Fixes and Mitigations

  • Agent Assistant Mitigations for MS Teams 
    • Add button to "Incoming Service Call Toast" of Stratus Agent Assistant called "Initiate redial (No toast shown)" which initiates a retry of the call delivery to the agent without pushing the agent into RONA or something similar
    • Add button to the "Incoming Service Call Toast" of Stratus.AA called "Hangup" which initiates a cleanup of everything related to the task/converation in ICH/AM and therefore frees up the agent completely.

(info) To get this fix, update your Agent Assistant to the latest 3.4.03 Version (or later). Further descriptions on this mitigation can be found on the page for  Answering a Service Call or Callback Request. The feature is enabled in the Agent Assistant Configuration.

3.4.02 Release  

3.4.01 Release  

  • Web Triggers for incoming Service.
  • New "Callback Category" in Opening Hours, allows to schedule Callbacks to a specific time.

    Opening Hours Categories
  • New "Keep Queue Position" for "Create CallbackWorkflow Activity when configuring Callback for your Service. 
    • If this checkbox is enabled the task is added at the same position into the queue that the customer currently had when he decided to requests a callback
    • In case the callback is a "keep queue position" callback, ignore the opening hours for the callback

Looking for older versions? Check the Release History!