This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Product | Feature | Notes |
|---|---|---|---|
| 07 JUN 2021 | Intelligent Advisor | Enhanced Configurability Using Interview Extensions | Updated document. Delivered feature in update 21B. |
| 07 JUN 2021 | Intelligent Advisor | Share Rates and Rules Across Projects Via Independent Decision Services | Updated document. Delivered feature in update 21B. |
| 21 MAY 2021 | Created initial document. |
This guide outlines the information you need to know about new or improved functionality in this update.
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The Agent Action Center is now displayed for users upon login. Panels are displayed for Recent Items, Quick Create, Notifications and Open tabs.
Intra Chat: Agent Browser UI Inlay for Employee to Employee Collaboration
Intra Chat is an inlay that is embedded in the Agent Browser UI and used for employee to employee collaboration.
A 'Redwood' theme is available to users in the preferences menu.
Workspace Rules for Agent Insights
Workspace Rules can be configured to conditionally display Agent Insights.
Service Usage Metrics: Sessions by Interface
A new filter is available to allow viewing usage of Session data by Interface in Service Usage Metrics.
Chat in Browser UI: Asynchronous Chat
A new feature has been added for agents handling Oracle Messaging chats within the Browser UI, allowing them to easily send responses to customers, at any time, by re-engaging in the conversation from within the incident workspace.
Text Input Support for Routing Guidance
Oracle Messaging can now support answers to routing questions provided by end users through text input. This enhances the Routing Question feature by providing the ability to accept free form text input in addition to pre-configured answer options, and is available to all configured messaging channels supported by Oracle Messaging.
Extension Manager enables Admins and BUI extension developers to manage all aspects of an extension deployed on the site.
Authorization Headers on Interview Extension Data Connection Requests
System integrators can now set Authorization headers on interview extension data connection requests, so that an existing user token known in the client can be passed through to a back-end API. (This feature is available in 21A monthly update 2.)
Enhanced Configurability Using Interview Extensions
Intelligent Advisor’s existing suite of interview extensions has been further extended to include progressive reveal of questions and custom event handling.
Enhanced Intelligent Advisor Integration with Oracle Digital Assistant
The System.IntelligentAdvisor component in Digital Assistant has numerous enhancements. (This feature is available in 21A monthly update 2.)
Share Rates and Rules Across Projects Via Independent Decision Services
References to Intelligent Advisor decision services can now be added from any Policy Modeling project to calculate certain data values. The decision service is called both when debugging and after the project is deployed.
Answer Version Forward lets authors to forward a specific answer version as an email, rather than forwarding the answer itself. This lets authors send an answer version for reviews by legal, marketing, etc. before publishing the version.
Preview Articles as Shown in Customer Portal Directly from Authoring
Authors can preview an article directly from the authoring application. Styles and formatting in customer portal sites differ from those that authors see when creating and editing articles. Additionally, different interfaces can use different sets of styles and formats. The article preview shows how the article will display in the customer portal for the interface they have selected. They can preview an article in any of the interfaces that it is associated to.
Set Related Answer Types in Widgets and Set Notification Frequency in Customer Portal
Administrators can configure the types of related answers that will display in knowledge widgets in Customer Portal. You can choose to display either or both types of related answers:
- Manual links are links to answers that were added by authors.
- Learned links are generated by machine learning based on the users’ browsing behavior.
The default setting displays both types of links.
Customer Portal end users can choose how often they will be notified about changes to articles that they have subscribed to.
Enhanced Business Rules: Support for Accounts and Assets
You can now create business rules on Accounts and Assets object with Enhanced Business Rules User framework in the Agent Browser UI.
Incident Thread Orientation Options
A thread orientation option is available under the ellipsis menu in the thread editor to toggle between 'left' and 'top' positions for draft thread entries.
Inside Labels for Browser UI Workspaces
Agent Browser UI workspaces support inside label positions.
Workspace Rules: Request Insights
Workspace Rules can be configured to get Insights which display in the Agent Insights side panel on the Agent Browser UI.
Workspace Rules: Show Intelligent Advisor Interview
Workspace Rules can be configured to show Intelligent Advisor Interviews on the Agent Browser UI.