Miscellaneous Improvements

Call Metadata File for Calabrio Quality Management in S3

It is now possible to create metadata json files from call recordings in a separate sub-folder instead of the same folder with the actual recording.

Contact trace record (CTR) files created for calls now use email as a contact identifier. If an agent doesn't have an email address defined, an empty string is used.

New My Conversation View in CRM Integrations

It is now possible for CRM users to open Communication Panel in another browser window and see a compact My Conversations view embedded inside the CRM. The My Conversations view:

• provides users some basic Communication Panel functions, such as changing their status between Ready and Not Ready
• is synchronized with the separate Communication Panel window
• is responsive to the available frame size and can be displayed in an expanded vertical view, narrow vertical view, and narrow horizontal view
• offers the same integrations capabilities as the embedded Communication Panel

The admin can set size limits so that Communication Panel is popped out automatically and the My Conversations view is shown when the embedded Communication Panel gets too small. For configuration instructions, see the Service Configuration document.

In the following screenshot, you can see Communication Panel opened into another browser window on the right and the new My Conversations view in the middle:

SAPUI5 Library

SAPUI5 user interface library used for Communication Panel, Data Protection Officer (DPO) and Launchpad is now upgraded to version 1.71.49.