Last modified at Friday 10 January 2025
This is our main release description. The change notes are ordered in 3 different categories:
- New functionality
- Improvement
- Support
New functionality
| DELIVERABLE | FUNCTIONAL DESCRIPTION | CHANGE CATEGORY | EXTRA INFORMATION |
| Reconnecting to conversation | Now you can easily reconnect (aka re-open) a closed conversation inside AMI. | new |
Recently supported inside Genesys, to reconnect to closed conversation. We make use of this functionality with a little bit of AMI flavor -:). Keep in mind there are 2 conditions required: a. when conversation wasn't assigned and closed by in queue flow or by other user directly from queue, you cannot re-connect. b. If the conversations is older then administrated thread period (regular 30 days) , you cannot re-connect. In both cases a AMI toast message is shown to explain why it cannot be reconnected. Keep in mind: You still can use AMI Clone on closed conversation (outbound email address on queue required) |
| AMI Panel control |
This gives allowance to hide a panel based on preference and stored* during the AMI activities Easy to do by mouse click or by keyboard symbols [ = left panel and ] = center panel. * stored in local browser cache |
new | see image |
| AMI user presence | When a conversation needs to be manual assigned, it shows all users presence status and occupancy of the user; by assigned conversations. | new | see image and FAQ article |
| AMI Queue view access |
Permission for no longer being able to overview any queue name, queue counters and AMI conversation list. To avoid cherry picking. It means without the necessary permission, only being able to search and to handle conversations by ACD push mode and/or manual assigned conversation. Note. Required permission UI > Supervisor Queue Details > View "when" the AMI queue permssion is turned ON on AMI Settings |
new | see image |
Improvement
| DELIVERABLE | FUNCTIONAL DESCRIPTION | CHANGE CATEGORY | EXTRA INFORMATION |
| Compose new email only based on assigned queue membership | This is changed from "any " outbound queue, to "only" the queues from which the user has membership (green and red icon in AMI queue). This results into more "equality" of the AMI user permissions | improvement | This means: No longer the ability to select for inactive and division queues to send AMI outbound messages. You have to be queue member. |
| Override manual assigned conversations |
After conversation is manual assigned, it regular is in alert mode - waiting to be handled by the user. If this needs to be stopped/undo, this now can be done. |
improvement | |
| UI/UX update |
many adjustments. Like: - scroll the cursor to the top of the message of the conversation - keep CC and BCC lines always open or closed - save note - reconnect - equal to connect button for reply and forward actions |
improvement |
|
| AMI release stamp | Visibility of AMI release inside AMI setting page | see image | |
| AMI List with selection counter | As soon as conversations are selected, these are counted | improvement | |
| Keyboard-Shortcuts |
With the below keyboard shortcuts, you can easier move inside AMI interface, to reduce mouse actions. / = Search C = Compose new R = Reply (& connect) T = Assign tag A = Assign agent M = Move to queue ] & [ = Toggle sidebarsCMD (CTRL op Windows) + Enter = Send message |
improvement | see image |
Support
| DELIVERABLE | FUNCTIONAL DESCRIPTION | CHANGE CATEGORY | EXTRA INFORMATION |
| Copy email addresses into AMI editor | Copy email addresses from outside AMI and paste them into AMI editor | support |
|
| Canned Response library assignment to queue |
Inside Genesys you can administrate Canned Response library to queue in the following ways: All libraries | No libraries | Selective libraries. Now supported inside AMI |
support | see documentation of Genesys |
| Improved toast-feedback | when action is made on multiple conversations, you now get confirmation of the action by toast | support | see image |
