Published via Emplifi Agent Docs

Release Notes 13.1

Refer to the sections below to learn about new features, enhancements, general updates, and bug fixes for Agent version 13.1.

New features and enhancements

AI Sentiment Analysis: Agent can now automatically detect and display the emotional tone of incoming emails and case text, whether it’s positive, neutral, or negative, directly on the case using an emoji indicator. This gives agents an at-a-glance read on how a customer is feeling without having to read the full message. Cases with negative sentiment can be automatically routed to a designated queue for prioritized handling. Sentiment data is also available for reporting via Case Listing.

Note: Requires configuration in Mailbox and Company Setup.

For more information, refer to AI Sentiment Analysis.

Agent

Project ticket: A11-2527

AI Spam Detection: Incoming emails are now analyzed by AI and assigned a spam score. Cases identified as spam can be automatically routed to a dedicated queue, keeping agent queues clean and focused. Agents can also manually mark or unmark individual cases as spam directly from the case interface. Spam scores are available in Case Listing for reporting and filtering.

Note: Requires configuration in the incoming Mailbox settings.

For more information, refer to AI Spam Detection.

Agent

Project ticket: A11-2526

Case Merge Notifications: When two cases are merged in Agent, a notification is now automatically sent to the Care team, keeping the right people informed in real time without any additional manual steps.

Agent

Project ticket: A11-2495

Documentation Chat (Librarian): A new AI-powered chat feature lets users ask questions about Agent and get instant answers sourced directly from the product documentation, without leaving the application. Instead of searching for articles manually, agents and administrators can type a question and receive relevant guidance in seconds.

For more information, refer to Librarian: Documentation Chat for Emplifi Agent Users.

Agent

Project ticket: A11-2304

Seamless Software Updates (No More Log-Out or Cache Clearing): Agent has been updated so that you no longer need to log out and clear your browser cache or cookies after each software release. Updates now take effect automatically in the background, minimizing disruption for agents during release windows.

Agent

Project ticket: A11-2378

Download Multiple Attachments at Once: You can now select any combination of attachments on a case and download them all in a single action, rather than downloading each file individually. This is especially useful for cases with a large number of attachments.

Agent

Project ticket: A11-2572

Reply All for Emails: A new "Reply All" option is available when responding to emails in a case. Clicking it automatically populates all relevant email addresses into a new letter section, eliminating the need to manually copy and enter each address.

Agent

Project ticket: A11-2456

View Original Email Formatting: Agents can now view an incoming email in its original HTML-formatted layout by clicking a button within the Case Text section. The email opens in a pop-up window that preserves the original styling, images, and structure, making it easier to accurately interpret what the customer sent.

Agent

Project ticket: A11-2455

Agent Assist (Session Preserved When Popped Out: When an agent maximizes or pops out the Agent Assist window, the current session and conversation context is now preserved. Previously, doing so would reset Agent Assist back to the homepage, causing agents to lose their place.

Agent

Project ticket: A11-2503

Support tickets: 386965, 390013, 401684

Agent Assist (Knowledge Topic Feedback now Includes User Information): When an agent suggests response changes in Agent Assist, the agent's user details and email address are now included in the request. This improves traceability and fosters communication between authors and agents in order to close content gaps faster.

Agent

Project ticket: A11-2502

Improved Bot Integration: The integration between Agent and Bot has been enhanced for better communication and reliability between the two platforms.

Agent

Project ticket: A11-2327

Support ticket: 389185

Restrict Editing of Shared Favorites: A new security permission allows administrators to control who can modify shared (global) report favorites. When this permission is in place, only the creator of a shared favorite can make changes to it, preventing other users from accidentally or intentionally altering a favorite that others rely on. This permission is not enabled by default and must be explicitly assigned to a security role.

Agent / Admin

Project ticket: A11-2453

Block Login Option Restored to User Profiles: The "Block Login" setting, which allows administrators to prevent a specific user from logging in, was previously missing from user profiles in Agent Standard. This option has been restored and works as expected.

Admin

Project ticket: A11-2250

Support ticket: 359156

Address De-Duplication Utility Enhancements: The Address De-Duplication Utility now offers two additional matching options: Company Name and Account Number. Administrators have more ways to identify and manage duplicate address records. Additionally, users working in Standard can now delete address records directly through the de-dup utility, bringing it to parity with Agent Classic behavior.

Admin

Project tickets: A11-484, A11-544

Support tickets: 233432, 23793

Bug fixes and general updates

Product Category Code (C08) Now Populates on Open Cases: The Open Cases page now can correctly display the C08 (Product) category code, resolving a long-standing gap that was preventing the field from populating in certain configurations.

Agent

Project ticket: A11-1547

Support tickets: 272226, 312594

Case Attachments: Fixed a performance and security issue where all case attachments were being sent along to the browser when a case was opened. Attachments are now only downloaded when a user explicitly requests them requests them for thumbnail preview.

Agent

Project ticket: A11-2564

Case Audit Trail: Fixed an issue in the Case Audit where, after editing a saved case text, the original "addition" event was removed from the audit trail, leaving only the edit entry. The audit now correctly retains a record of both the initial addition and subsequent changes.

Agent

Project ticket: A11-2524

Support ticket: 389349

Case Audit Displayed Case Texts: Fixed an issue where the Case Audit displayed case texts in alphabetical order when there were more than nine (showing 1, 10, 2, 3… instead of 1, 2, 3… 10). Case texts are now listed in correct numerical order.

Agent

Project ticket: A11-2523

Support ticket: 389349

Case Audit Saving Multiple Changes: Fixed an issue where saving changes to more than one case text at the same time caused the Case Audit to only show the new value for the first case text. All simultaneously modified case texts now display their correct new values in the audit.

Agent

Project ticket: A11-2522

Support ticket: 389349

Adding Other Addresses: Fixed an issue where adding or updating a Secondary or Other Address on a case was not being captured in the Case Audit. These address changes are now correctly recorded.

Agent

Project ticket: A11-2499

Support ticket: 389144

Deleting Case Text Entry: Fixed an issue where deleting a Case Text entry was not reflected in the Case Audit. Deleted entries now appear in the audit trail as expected.

Agent

Project ticket: A11-2498

Support tickets: 390152, 391790

Date Change Field: Fixed an issue where the Case Header "Date Changed" field was not being correctly recorded in the Case Audit trail, showing only one row regardless of how many times the value had changed.

Agent

Project ticket: A11-2466

Support tickets: 386138, 390446

Address Fields Not Showing History of Changes: Fixed an issue in the Case Audit where certain address fields (such as email) were only showing the current value rather than the full history of changes. Extended C category fields (issue code and issue detail) were also missing and are now included.

Agent

Project ticket: A11-2445

Support tickets: 381042, 406261, 381590

Time-Zone Conversion: Fixed an issue where, for Date-only category fields populated via API, the Case Audit was applying a time-zone conversion to a value that had no time component, sometimes causing the date to display as the previous day depending on the user's time zone.

Agent

Project ticket: A11-2584

Support ticket: 394160

Survey Text Minimum Increase: Fixed an error that occurred when trying to save a survey text response longer than 510 characters. The character limit for survey text answers has been increased.

Agent

Project ticket: A11-2465

Support tickets: 386084, 386127

Other Address Permissions: Fixed an issue introduced in v13 where users were unable to add a survey to a case unless their security role had INSERT and UPDATE permissions on the OtherAddress security function. Surveys and Other Addresses are now treated as independent permissions.

Agent

Project ticket: A11-2464

Support tickets: 385921, 386689, 387914

Action Type Codes 404 Error: Fixed an issue where action type codes that contained a forward-slash (/) in their name failed with a 404 error when selected on a case.

Agent

Project ticket: A11-2459

Support tickets: 384920, 386073, 386351, 386863

Notification Codes: Fixed an issue where notification codes containing a forward-slash (/) in their name prevented users from selecting a notification format in a Notification Profile under the Subscription tab.

Agent

Project ticket: A11-2377

Support ticket: 373192

Enhanced Code Search: Fixed an issue where the Enhanced Code Search was not returning all expected results for categories that had limit codes applied.

Agent

Project tickets: A11-2440, A11-2393

Support tickets: 362471, 373910

Partial Browse Sort Order: Fixed an issue where the Partial Browse Sort Order was not applying correctly when set to alphabetical, and continued to display results in the Code Display Sequence order instead.

Agent

Project ticket: A11-2428

Support ticket: 362262

Unhidden Enclosures: Fixed an issue where users were able to select enclosures that should have been hidden by a limit code rule when adding multiple enclosures to a case at one time.

Agent

Project ticket: A11-2309

Support ticket: 365000

Adding Multiple Enclosures: Fixed an issue where adding multiple enclosures to a case at once left the Value field blank for each enclosure, even though adding a single enclosure retained the value correctly.

Agent

Project ticket: A11-2290

Support ticket: 361549

Delivery Type Entries: Fixed an issue where Delivery Type entries on notification subscriptions could cause notifications to fail entirely.

Agent

Project ticket: A11-1942

Support ticket: 326973

InfoCenter Entry Error: Fixed an issue where an error occurred when attempting to create a new InfoCenter entry that contains the word “dispatch”.

Agent

Project ticket: A11-2386

Support ticket: 373523

Issue Field Not Being Populated: Fixed an issue where the Issue field on a case was not being populated due to a conflict with the text search process.

Agent

Project ticket: A11-2384

Support ticket: 372703

Agent Error Handling: Improved the way Agent handles errors in the error handler service to ensure that warning messages display consistently and follow the standard notification style.

Agent

Project ticket: A11-2508

Other Address Automatically Added to Community-Care Cases: Fixed an issue where cases created in Agent from Community-Care interactions could automatically add an Other Address record, when default values were present in certain Address fields. Cases created through the Community-Care integration now only include the appropriate address information and no longer generate an unintended Other Address entry.

Agent

Project ticket: A11-2347

Support tickets: 369421, 374985

Security Enhancements (Penetration Testing Remediation): Several security improvements have been made in response to penetration testing findings. These include an upgrade to TinyMCE, improvements to the application's Content Security Policy configuration, hardening of the login portal against username enumeration, and remediation of a file path disclosure vulnerability, and the removal of SQL queries from the XML output returned by reports.

Agent / Admin

Project tickets: A11-2396, A11-2397, A11-2398, A11-2399, A11-2404

Survey Publishing: Fixed an issue where attempting to publish a survey in a non-SYS company resulted in an error.

Admin

Project ticket: A11-2561

Support ticket: 401698

Server Error Message: Fixed an issue where opening the Layout Editor or Home Page Editor displayed a server error message and prevented the editors from loading.

Admin

Project ticket: A11-2535

Address Search Rule Changes: Fixed an issue where saving a change to a single Address Search Rule incorrectly updated the "Date Changed" timestamp on all Address Search Rules, not just the one that was modified.

Admin

Project ticket: A11-2312

Support ticket: 365148

Config Layouts Reference: Fixed an issue where a config that referenced the layouts of another config displayed an error on screen.

Admin

Project ticket: A11-2507

Case Insights Reports: Fixed an issue where the Case Insights report results email was showing an error when the report was run in the background.

Reports & Utilities

Project ticket: A11-2476

Support tickets: 387667, 387668

Exported Reports as Tab Delimited Text: Fixed an issue where reports exported as Tab Delimited Text had an extra tab character in the header row, causing the header to have one more column than the data rows.

Reports & Utilities

Project ticket: A11-2470

Suport ticket: 387050

Case Review Utility Error: Fixed an issue where the Case Review Utility returned an error when both "Hide Proofed Letters" and "Hide Sent Letters" options were checked and a letter on the case was both proofed and sent.

Reports & Utilities

Project ticket: A11-2469

Support ticket: 385975

Advanced Threshold Utility: Fixed an issue where the Advanced Threshold Utility was not displaying the Code-Description1 value in the results grid when that column was selected.

Reports & Utilities

Project ticket: A11-2308

Support ticket: 364509

Opening Excels: Fixed an Excel error that occurred when opening .xlsx files generated by certain Jobs.

Reports & Utilities

Project ticket: A11-732

Support tickets: 383288, 248673

RC2 Update - Voiding Checks: Voiding a check in Check Register now also updates the related enclosure on the case. When you mark a check as void, the enclosure status changes to Void and the batch ID is removed from the case. This ensures that check and enclosure statuses remain consistent after voiding.

Agent

Project ticket: A11-2427

Support tickets: 377119

RC2 Update - Agent Assist Pop-out Windows: Agent Assist now preserves your session when opening the pop-out window. When you expand the panel, your current question and response remain available instead of resetting to the homepage. This ensures a consistent experience when working across docked and undocked views.

Agent

Project ticket: A11-2503

Support tickets: 386965, 390013, 401684

RC2 Update - Audit Trail Report: Case Audit and Case Trail Report now display all updates to verbatim fields with accurate timestamps. Each edit is recorded as a separate entry, ensuring consistency with Audit Trail Report results. This improves visibility into case history and resolves discrepancies between audit views.

Agent

Project ticket: A11-2611

Support ticket: 409676

RC2 Update - Email Routing: Routing rules are now applied to emails regardless of sentiment analysis results. If an email matches a routing rule, it is routed to the appropriate queue even when marked as negative sentiment or spam. Sentiment indicators remain visible on the case after routing, ensuring both accurate classification and correct case assignment.

Agent

Project ticket: A11-2622

RC2 Update - Librarian Links: Librarian source links now point to the appropriate documentation environment instead of internal URLs. Links are rewritten to user-facing documentation sites based on configuration, ensuring access to Training or Production content as needed. This improves usability by directing you to accessible and relevant documentation.

Agent

Project ticket: A11-2624

RC2 Update - AIS: Resolved an issue where AIS calls failed due to missing XSLT files during request processing. Required transformation files are now embedded within the application, removing dependency on file system paths and ensuring consistent execution. This restores AIS functionality and prevents errors caused by missing resources.

Agent

Project ticket: A11-2627

Support tickets: 410601, 410615, 410722

RC2 Update - Audit Trail Report: Fixed an issue where Audit Trail Report incorrectly grouped audit entries under the wrong Case/Address ID in high-volume, unfiltered reports. Audit rows now align with the correct case, ensuring accurate reporting even for large datasets. This resolves inconsistencies observed when running reports without filters.

Agent

Project ticket: A11-2628

Support ticket: 410328

RC2 Update - Letter Preparation: Resolved an issue where email recipients added through Reply All were cleared after preparing a letter. All populated email addresses are now retained when the letter is prepared, ensuring that messages are sent to the intended recipients. This improves consistency when replying to multiple contacts.

Agent

Project ticket: A11-2631

RC3 Update - Code migrations / Enhanced Code Search: Fixed an issue where code migrations (e.g., pulling in Letter Type for a Standard Letter) could return incorrect codes when Enhanced Code Search was enabled and similar category codes existed.

Agent

Project ticket: A11-2654

RC3 Update - Email formatting in case text: Fixed an issue where empty new lines were being removed from emails displayed in the case text.

Agent

Project ticket: A11-2655

RC3 Update - Address Search with AI predictions: Fixed an issue where the application could freeze when opening Address Search if AI predictions included “B codes” as prediction categories.

Agent

Project ticket: A11-2657