Engagement Management 15.3 Update 2021R2 Released

We are pleased to announce the general availability (GA) of Engagement Management 15.3 Update 2021R2.

This release delivers key improvements which impact security, configuration, behaviour and general usage. Highlights below:

• Agent Desktop
  
  • Default Application name updated for Agent Desktop
  • New display options for Adaptive Framework Components.
  • My Preferences menu added, allowing users to change their Desktop Locale.
  • Configuration added to allow Agents to create customers with first name only.
  • Customer records can now be automatically generated for incoming emails using Inbound Rules.
  • Default log level of the application is now INFO.
  • Out of the box configuration added / updated for new installations:
    
    • Default Profile Types
    • Default Homepage
    • Default Blends
    • Default Team Roles and Team Role Types
  • Desktop Rules:
    
    • New Knowledge Search Context attributes added.
    • New Update Field action added.
  • Profile Entitlements have been deprecated and new Entitlements added in their place.
  • Entitlements have been renamed to follow the naming convention.
• APIs 
  
  • Agent Synchronizer API
    
    • Can now configure the operator used to be either "equals" or "contains" when comparing SSO attribute values to request values.
  • Context Updater API
    
    • Can now update multiple fields in a single complex request.
  • Customer API
    
    • Can now configure whether last name is mandatory when creating customers.
• Channels
  
  • Added the ability to integrate Telephony Contact History with Verint Interaction Recording (or other call recording applications).
  • Added the ability to configure Queued Work Types for the Messaging Channel.
• Knowledge Management
  
  • Global Find and Replace
    
    • Enhanced the Find and Replace Text functionality.
    • Added the ability to replace, add, and remove Tags for a content set.
    • Added the ability to replace Content Owner for a content set.
  • ○ Embedded Knowledge Desktop
    
    • Embedded Knowledge Centre now performs an automatic search on launch if search context data is passed in. Desktop Rules can be used to update the search data used in the automatic search.
  • ○ Uploaded Content
    
    • Added the ability to configure the behaviour of Uploaded Content file downloads.
• • Third Party Software Support
  
  • Support removed for Oracle 18c
  • The version of Jasper used in Engagement Management is now 7.9.0

For more information on this release, refer to the Engagement Management 15.3 2021R2 Release Pack.
To obtain the EM 15.3 2021R2 software, please raise a fulfilment helpdesk ticket.
To be notified of HFR releases for this or other EM versions, please turn on notifications for the EM Release News feed on Verint Community.

Please contact em-pm-arch@verint.com with any comments/feedback you may have.