Designer (v9)

Note: Not all changes listed below may pertain to your deployment.

• August 19, 2019 (9.0.105.14)
• March 12, 2019 (9.0.102.03)
• February 21, 2019 (9.0.100.31)
• January 18, 2019 (9.0.100.21)
• Known Issues

August 19, 2019 (9.0.105.14)

What's New

Facebook, WhatsApp, Twitter, and SMS

• Designer is now capable of handling messages coming from Facebook (Public and Private), WhatsApp, Twitter (Public and Private), and SMS. If a customer contacts you from one of these social media platforms or services, Designer detects which channel the message is coming from and launches the appropriate application for managing and routing that type of interaction. If applicable, Designer can also send or post messages back to the incoming channel.

Single Sign-On (SSO)

• Designer now supports single sign-on (SSO), which lets you access supported PureEngage Cloud applications with one login. Once you've signed-in and been authenticated by a third-party identity provider (such as Okta), you can then go to any SSO-enabled application and be automatically logged in without needing to enter your credentials.

Send SMS

• The new Send SMS block lets you send an SMS (Short Message Service) message to a customer from any application type or channel. Important: This functionality is not supported for Callback applications.

Parking Queue Routing

• The Route Call and Route Digital blocks have a new option, Parking Queue, added to the list of available routing types. When selected, Designer sends digital interactions to a parking queue when the contact center is closed and retrieves them again when the contact center is open (as per the regular business hours specified in the Business Hours block).

N-best setting for speech recognition

• You can now configure an N-best threshold setting for Automatic Speech Recognition (ASR). If a customer's response isn't clear or is difficult to understand (for example, perhaps there is a lot of background noise), the N-best setting enables Designer to formulate a "best guess" as to what it thinks the customer intended to say, and then confirm if that was their intended response. You can configure this option globally by going to the Speech Recognition tab in the Application Settings and using the slider to adjust the Max N-best setting. Or, you can set it locally from the ASR Settings tab on the User Input block.

Other improvements and changes

• For bulk audio imports, when importing new media resources to a collection, Designer now displays the progress of the import.
• The Upload Record Utterance option in the HTTP REST block now supports custom headers.
• You can now view the flows of application builds and shared module versions in read-only mode.
• On the Applications page, you can now search by entering a specific phone number in the Search bar.
• When managing contact points for an application, you can now select phone numbers to be assigned in bulk or transferred to another application, without any interruption to service. Two new buttons are introduced to provide this functionality: Batch Assign lets you assign multiple phone numbers to the application, and Transfer from Others lets you transfer multiple phone numbers to other applications, or to other streams of the current application.

Resolved issues

• An issue that caused certain users to intermittently see a message that Designer had disconnected (i.e. "Oops! Designer cannot reach the HTCC server") is now corrected. (DES-7678)
• If a Designer Role is modified in Platform Administrator, Designer now correctly interprets and applies the privileges of that role. (DES-7664)
• On the Shared Module block, if the user navigates away from the Signature tab, the Input Parameters radio button remains selected (as the default) if the user goes back to that tab. (DES-7579)
• Designer Analytics no longer incorrectly applies a final disposition of Terminated - Auto Stop to sessions when digital interactions were already routed. (DES-8007)
• Designer now displays assigned chat endpoints correctly when the name contains an underscore ("_"). (DES-7909)
• When the Specify Skills in this block option in the Route Call block is enabled, the radio button now correctly indicates that the option is selected. (DES-7813)
• For applications enabled for chats, the Treatments tab of the Route Call block now lets you specify the number of seconds that should elapse between each treatment iteration. This setting prevents chat customers from receiving too many update notifications while waiting for an agent, and is ignored for voice interactions. (DES-7751)
• Bulk audio imports have been enhanced:
  • Designer now lets you know if a media resource specified in the CSV file doesn't exist in the package being imported. You can correct this by adding the missing file or removing the resource from the CSV file. (DES-7749)
  • If numbers are used to specify Text-to-Speech values in a CSV file, Designer no longer incorrectly flags this as a validation error. (DES-7738)
• In the Application Settings, the Speech Recognition values are now updated accordingly when adjusted by the sliders. (DES-7729)
• Designer now applies the correct disposition code ("Abandoned in Queue") if the Clear on Timeout option is enabled in the Route Call block and a caller in the queue disconnects. Previously, Designer was applying the "System Error" disposition code in this type of scenario. (DES-7723)
• Designer now correctly handles Special Day exceptions for Business Hours when the specified date range is only one day. (DES-7639)
• If you generate a new build, Designer no longer assigns it a build number that was already used. Previously, Designer would re-use numbers of deleted builds.(DES-7484)
• An issue that caused some of the panels on the default home dashboard to display average (mean) values as invalid text is now corrected. (DES-7478)
• During application exports, media resource files that are specified as manual dependencies are now included in the exported DAR file. (DES-7458)
• In the Statistic block, the width of the Objects drop-down menu is increased so that items with longer names are displayed in full. (DES-4708)
• The Send Test Request option on the Test tab of the HTTP REST block is now working correctly for requests that use a proxy. (DES-7634)

March 12, 2019 (9.0.102.03)

What's New

Google Automated Speech Recognition

• Designer applications can now tap into the powerful machine learning capabilities of Google's Automated Speech Recognition (ASR) engine to transcribe speech inputs provided by customers. This option is added to the Input tab of the User Input block, where you can enable it by selecting Transcribe (Google ASR). Google ASR is also enabled by default on the Input Settings tab of the Bot block.

Bulk audio upload

• You can now add multiple media resources to a collection using the Import Bulk Audio option. This enables you to upload a zip file that contains the media resources you want to import into the collection.

Quick replies

• During a chat session, option prompts configured in the Menu block now appear in the chat window as "quick reply" buttons. These are buttons that correspond to the options presented to the customer and allows them to quickly reply to the prompt by clicking a button rather than typing their response.

Other improvements and changes

• The streams and builds workflow capability is expanded to include callback type applications.
• Designer now supports Punjabi (pa-IN).

Resolved Issues

• When using the Route to another Application option in the Route Digital block, the current application is no longer listed as one of the available target selections. (DES-7297)
• When an application processes a block that collects customer data (for example, a User Input, Menu, or Bot block), Designer now only considers customer messages received after that block is processed. (DES-7324)
• When publishing a media collection, languages that were previously deleted no longer appear in the list as added languages. (DES-7233)
• For digital applications, the option to assign or manage endpoints is now enabled only after the application is published. (DES-7324)
• When an outbound call fails to be created, Designer no longer disconnects the call and generates an error message. (DES-5839)
• When a callback is accepted, Designer now waits until all reporting processing is completed before making the outbound call. (DES-5804)

February 21, 2019 (9.0.100.31)

What's New

Rich media enhancements

• The Play Message block now lets you display an image to a customer during a chat session. You can enable this option on the Message Settings tab, where you can then specify the variable that contains the URL path to the image you want to display.

Designer Analytics

• Reports for Predictive Routing are added to the Routing Analysis dashboard.

Other improvements and changes

• Several of the user-interface elements have been standardized (i.e. color, style, formatting) to ensure a more consistent user experience across Designer and other Genesys products.

Resolved Issues

• Designer now checks to make sure that data table names are unique. Previously, a new data table could be saved with the same name as an existing one. (DES-7342)

January 18, 2019 (9.0.100.21)

What's New

Microservices platform

• Designer is now built as a microservice, which means you'll get faster access to new features and zero downtime during upgrades.

Omnichannel capability

• You can now "build once, and deploy anywhere"; a single call flow can handle both voice and chat interactions.
• Email handling — the new Send Email block lets an agent send an email to a customer, and the new Automated Message block sends an automated confirmation to a customer that their email was received.

Chatbots

• You can use the Bot block in the Self Service phase of your application to add a chatbot to your application. Chatbots are software applications that apply automatic speech recognition and natural language understanding to listen and respond to customers in a way that resembles a conversation with a live agent. You can define and manage your bot resources in the new Bot Registry.

Predictive Routing

• If your site is enabled for Genesys Predictive Routing, you can use the Predictive Routing block in your applications to take advantage of this powerful routing capability. This feature allows Designer to retrieve a list of agents that are best equipped to handle a specific type of call and then route the call to the agent with the highest likelihood of a successful outcome.

Streams and Builds Workflow

• Designer now features a streams-based workflow, where you can generate multiple builds of an application and assign them to different streams. For example, you can have one build of an application assigned to QA, and another build of the same application assigned to your Live operations. You can manage these builds from the application properties.
• You can now designate certain resources for use in testing, so that non-production builds do not reference resources that are being used in your live operations.

Other improvements and changes

• The new Manage OpenMedia Endpoints setting under Application settings lets you select and assign an OpenMedia endpoint to the application (to support Genesys Task Routing).
• The new Record Utterance block lets you capture a voice recording of a caller that can then be sent to an external API (using an HTTP Rest block) or played back using a Play Message block.
• The new Click-to-Call-In- Match block lets you compare and match a caller's information with details they provided earlier and then route the interaction accordingly.
• The Input tab of the User Input block has two new options (Service and Arg), that are added to support dynamic speech grammars.
• The User Input block has two additional tabs, Confirmation and Confirmation Retry, that let you ask customers to confirm their responses.
• A new option, Set Agent Reservation Priority to current priority option, is added to the Routing Priority tab of the Callback block to apply the current priority of the call at the time an agent was found for the callback to the agent reservation request (when using the Use Priority during Routing option).
• The Routing tab of the Route Digital block has a new option, Route to another Application, that lets you route the interaction to the interaction queue of the selected destination application.
• Speech Grammars is now called Grammars & Bots.
• Audio Resources is now called Media Resources.
• Message Resources is now called Digital Resources.

Known Issues

• In Designer 9.0, you can only import applications that were created using a 9.0 version. Applications exported from non-9.0 releases are not compatible. (DES-7283)