New versions of Awaken Intelligence Intelligent Agent are released regularly, and can contain new features, enhancements, system changes and bug fixes.
A summary of the changes in each release is shown below, along with relevant crosslinks where appropriate:
6.0.58
Added
Workflows: Added the Conditional Builder Control, which allows building simple dynamic Workflows without needing to use JavaScript.
Workflows: When a record has been popped using Genesys Cloud Messenger, it will now automatically send the message data to Awaken CoPilot (if enabled) in the same way that transcribed audio can be sent.
Admin: Added a Test button to the Caching Settings to allow confirming that a successful connection can be established prior to saving the configuration.
Environment: Added loading indicators to numerous panels across Intelligent Agent, so now it is visually obvious whether a panel is still acquiring its content or simply has no content available.
Changed
Workflows: Changed various aspects of data caching and access to improve performance and reliability around various aspects of Workflow editing and running.
Workflows: Improved the operation of External Data Source, Table, and List Box Fields so that if multiple exist on the same page they can source their data simultaneously in parallel rather than acquiring their data serially. This should improve the speed that multiple Fields are populated and the Page is ready for agent usage.
Workflows: Field names are now required to be at least three characters long, and cannot start with a brace ( { ) character.
Workflows: Reduced the licence requirements for the External Data Source, Mail Merge, and Table Controls from the Advanced Control pack to the Intermediate Control pack.
Workflows: Increased the licence requirement for the List Box Control from the Basic Control pack to the Intermediate Control pack.
Workflows: Updated the Workflow-loading process to improve performance on Systems with large numbers of Fields in each Workflow, and frequent edits.
Desktop: If no Desktop Tabs are configured and the Campaign List has been hidden, then an Awaken Intelligence watermark is displayed rather than a blank screen.
Admin: Removed the ability for Users who have been assigned the User Manager licence part to see Users who have been assigned the System Manager licence part in the Users Section.
Admin: Replaced the previous Theme setting with the new Theme Colour setting in the Interface Settings. This now allows specifying a specific value for the Intelligent Agent accent colour rather than selecting from a predefined list.
Admin: Renamed the Application Settings Section to the Settings Section.
Environment: Updated the cookie detection within Intelligent Agent to support operation with Google Chrome and Microsoft Edge with the Privacy Sandbox changes in force by supporting partitioned cookies. If operating Intelligent Agent within an iframe, then additional configuration is now required in IIS.
Environment: Updated the embedded FontAwesome version to 6.4.0, refreshing the appearance of icons throughout Intelligent Agent and also allowing the use of over thirty thousand icons within Workflows. The Classic, Sharp, Brands, and Free categories are all available in the embedded version. If already using FontAwesome icons within your Workflows, then please ensure that the icon still exists and still appears as desired.
Environment: Updated the visual appearance of toggle options throughout Intelligent Agent, replacing the old tick & cross buttons with a more modern "slider".
Environment: Altered the appearance and operation of the "loading" overlays throughout Intelligent Agent.
Environment: Added a new in-browser eventing system that improves performance and reduces webserver and Redis load for specific processes within Intelligent Agent.
Environment: Reduced the logging level for single-node Redis disconnections to INFO, as transient disconnect-reconnect events are reasonably common. An ERROR is still logged if all nodes are disconnected.
Removed
Environment: Removed Anti-Forgery tokens, which had recently been added. These were causing unexpected issues, and will be re-examined before being reintroduced.
Fixed
Desktop: Resolved an issue with a pair of legacy functions overwriting the core Get and Set names within JavaScript.
Desktop: Improved the handling of unexpected or invalid responses from the PureConnect integration.
Desktop: Resolved an occasional issue with popping duplicate records when using Genesys Cloud Messenger.
Campaigns: Resolved an issue with Campaigns becoming inaccessible if their linked Workflow had its name changed.
Admin: Resolved an issue with a "Source data not completed within poll time" message being logged at the ERROR level by the Social Media Data Service. This message indicates that a previous poll has not completed (e.g., is still actively retrieving data) and that the newly-started poll process has skipped that Connector as a result to allow the original to complete. This is now logged at the WARN level, as it is only of concern if it persists.
Admin: Resolved an issue with internal socket errors not being logged in certain circumstances.
Admin: Resolved the alphabetical sorting of the licence parts within the Users Section being performed against the programmatic licence part name rather than its displayed name. This was most often noticed with the Designer licence part appearing near the bottom of the list.
Environment: Updated numerous embedded libraries.
Environment: Made various security improvements across the entire product.
Environment: Improved the way that the installer is built so as to substantially reduce its size.
Environment: Removed deprecated prerequisites from the installer's checks.
Environment: Resolved various gaps with error logging by the installer.
Environment: Improved the installer's handling of Redis Sentinel connections via TLS.
Environment: Installer now reuses the current System Redis configuration from the Intelligent Agent database when upgrading or adding a new Instance to the System, rather than asking for details each time.
Environment: Resolved an issue with Plugins not having their temporary files properly removed, and consuming a lot of disk space in certain scenarios.
Environment: Resolved an issue with an invalid template for the /errorpage that could cause further issues with display and troubleshooting if encountering a problem.
6.0.57
Added
Workflows: Added the new Awaken CoPilot feature, allowing AI-enriched guidance for agents within Workflows as well as related functionality. Core functionality is the ability to automatically detect and react to content in voice interactions, as well as for the agent to be able to free-type queries or directives regarding the transcribed interaction content.
Workflows: Added the ability for the Genesys Cloud Command Field to utilise response mapping and Update Links similarly to datasource Fields. This makes working with the Genesys Cloud Command Field easier to form chains of related actions and more easily processing retrieved data.
Workflows: Added the ability to specify the (optional) Conversation ID argument for relevant functions in the Genesys Cloud Command Field.
Workflows: Added the new dialAgent, dialQueue, and mergeHelper Functions for Genesys Cloud. These, in combination with the existing dial Helper Function, allow the performance of consult transfers to other agents running Intelligent Agent, as well as being able to dial out to other Genesys Cloud users or queues more easily.
Workflows: Added the ability to pop Genesys Cloud Messenger interactions, and link Workflows directly using the Integration - Genesys Cloud Plugin.
Workflows: Added the current record reference to the Workflow Information panel.
Admin: Added three new settings to the Security Settings Section, allowing specifying the capabilities for Users who have been assigned the User Manager licence part, including whether they can assign licence parts to other Users or not.
Environment: Added a new index to tbl_Message to improve Message Processing Service performance when checking for outstanding messages.
Environment: Intelligent Agent database Stored Procedures are now forced to recompile after performing an Intelligent Agent upgrade in order to ensure that they are taking advantage of any new database structures and indexes.
Removed
Environment: Removed the CSWebRoot and CSDataRoot settings from tbl_AppConfig, as usage of these values historically caused issues with specific actions in clustered environments.
Environment: Removed the legacy EXECUTER_GetTransferredScripts Stored Procedure.
Reporting: Resolved an issue with the naming of the Formatter varying between the summary page of the Report Schedule wizard and the formatter selection page.
Desktop: Further improved performance of the Outstanding Tasks process by removing extraneous data from two component Intelligent Agent database Stored Procedures.
Environment: Improved logging where an image with an unrecognised GUID has tried to be loaded to now include the failing GUID in the log entry.
Environment: Improved logging when trying to access an email attachment from within a Workflow to now log the attachment and Connector IDs.
Environment: Resolved various issues with installing Intelligent Agent in DBaaS environments, and improved logging during the installation.
Environment: Resolved an issue with all Services restarting when any Service had its settings updated.
Environment: Updated numerous embedded libraries.
Environment: Made various security improvements across the entire product.
Workflows: Added the Click Once setting to JavaScript - Button and External Data Source Fields, allowing the prevention of interacting with a Field by agent action or JavaScript more than once per Page load.
Workflows: Added the Script.Attributes group of Helper Functions, allowing access to any configured System Attributes assigned against the current User or currently-popped Workflow or Campaign.
Workflows: Added support for popping from and interacting with Genesys Cloud Web Messaging.
Admin: Added a new Interface Settings Section to the Application Settings. This contains a number of settings previously included in the General Settings Section.
Admin: Added the ability to toggle between displaying thin and thick scrollbars in Intelligent Agent from the Interface Settings Section.
Environment: Added a warning banner to the top of each page in Intelligent Agent for all Users when the locally-cached Licence has less than 7 days until it expires. This banner is temporarily dismissable by Users, and includes how long until the actual time of expiry.
Environment: Added logging at the WARN level when a record pop fails due to an incorrect Identifier, the receiving User not being a member of a Group that has permissions to the Campaign, or the Workflow not being Published. The error log will include the required detail to troubleshoot the issue, such as the provided Identifier, and the User's ID and username.
Changed
Workflows: Changed the configuration for all "datasource" Fields (e.g., External Data Source, Table, and List Box) to be encrypted in the database. This change is to improve security in an area that commonly includes passwords as part of the configuration.
Workflows: Clear Data Fields can now successfully clear data from the current Page even when not configured to run Before Page Load.
Workflows: Changed the styling selector used to refer to the logo element of a Stylesheet from #logo, #stylesheetLogo to #page-logo.
Environment: Improved logging in the installer around some specific issues.
Environment: Updated third-party libraries relating to processing emails.
Fixed
Workflows: Resolved an issue when exporting a Workflow that the export file didn't include any images from the Workflow.
Workflows: Resolved an issue when importing a Workflow that any included images weren't brought into the Intelligent Agent System.
Workflows: Resolved an issue with Outcome - Button Fields triggering Validation even when their Validate Page option is disabled.
Workflows: Resolved an issue with deleting a Used Field where its name would be displayed multiple times in the confirmation Toast.
Workflows: Resolved an issue where the Field Info tab for a Used Field would display a single Page's name repeatedly in the "Pages Containing Field" list.
Workflows: Resolved an issue where changing the dataset for a Table Field which had previously had a selection made could cause a "Non-negative number required" error to be thrown.
Workflows: Resolved an issue with using very old versions of the List Box Field.
Workflows: Resolved an issue with an External Data Source Field set to run Before Page Load only returning generic error messages to the agent in the event of a problem being encountered.
Workflows: Resolved an issue with using the Script.Email Helper Functions against emails not held in the main Inbox.
Desktop: Resolved an issue with Outstanding Tasks continuing to display notifications for records even after the User has lost access to the associated Campaign.
Desktop: Resolved an issue with Outstanding Tasks not alerting unfinished records if the User wasn't assigned to a group with permissions to the Workflow (rather than Campaign).
Admin: Resolved specific cases where an error in a Service could cause an application crash for Intelligent Agent.
Admin: Resolved an issue where the error feeds in the Services Section might not populate in the event of an error.
Environment: Resolved an issue with long error messages being visually truncated when displayed to the User.
Environment: Resolved various issues with installing against a pre-created database with specific Licence configurations.
Environment: Resolved an issue with the installer improperly comparing the permissible server name(s) in the Licence to the current server's name.
Environment: Made various security and performance improvements across the entire product.
Environment: Updated a third-party library that contained a newly-discovered security vulnerability.
Environment: Resolved various long-standing issues with the Social Media Data Service and the handling of polling and caching of emails that had been exacerbated with the 6.0.53 change to Services. As a result of this change, emails are now cached in the database for a period of time (default 24h) after they are last seen in the Social Dashboard in any feed, and so the database size can be expected to expand for the first 24h before stabilising after starting using the Social Dashboard and this release.
6.0.55
Added
Workflows: Field references within JavaScript are now updated automatically if their referenced Field gets renamed, or if it gets deleted and replaced by a new Field with an identical name. This should reduce the effort and chance for mistakes when renaming or replacing Fields inside existing Workflows.
Workflows: Added further checking to the Designer, the Check Workflow functionality now also looks for common issues within JavaScript such as whether a Field is referencing another Field that has subsequently been deleted.
Workflows: Added an additional check when deleting a Field that will warn you if the Field is referenced by any other Fields that may be impacted by its removal.
Workflows: Added the ability to specify in the Web Service Datasource Wizard for how to handle blank values for URL query parameters, and for body and header parameters. This allows compatibility with a broader range of RESTful APIs.
Workflows: Table Fields now provide visual feedback when they fail Validation.
Workflows: Added the ability to modify the default Validation failure appearance via Stylesheets.
Admin: Added the Record Stale Age setting to the Desktop Settings Section of the Application Settings, controlling how long an in-use record has to remain idle, or rescheduled record has to be overdue, before it is considered "stale" and excluded from the Outstanding Tasks list. This can have a significant positive impact on performance for systems with a large backlog of abandoned records.
Admin: Added the User Manager licence part, allowing assigned Users to access the Users and Groups Sections, manage Users who haven't themselves been assigned the System Manager licence part, and manage Users who are either members of a Group that they are a member of or not a member of any Groups.
Admin: Added two new settings to the General Settings to control whether Users who have been assigned the User Manager licence part but not also the System Manager licence part can add or import Users or Groups.
Admin: Added a new setting to the Security Settings to control whether Intelligent Agent can be embedded within an iframe. This is in addition to the existing guidance on Operating Intelligent Agent within an Iframe, and serves to further improve security.
Environment: Added support for Microsoft SQL Server 2022.
Workflows: Removed the remaining default Styling tab settings from all remaining Fields, meaning Stylesheet functionality shouldn't require manually removing any default Field styling first.
Admin: The Application Settings Section remains accessible even if the Redis connection is lost, allowing for resolution against incorrect Caching Settings to be made without needing to directly modify the settings in database.
Environment: The storage and encryption mechanism for User passwords has been changed, and will require Users to change their password when first logging in after upgrading to this version.
Environment: Reduced the logging level for when a Web Service Datasource-configured Field is unable to reach its endpoint from ERROR to WARN, as this can be monitored for and designed around within Workflows directly. To monitor these specific issues, track the CallScripter.Data.Datasources.WebDatasource logger.
Environment: Reduced the logging level for when a Web Service or JSON-configuredDatasource Field processes a response that doesn't contain all of the configured columns from ERROR to WARN. To monitor these specific issues, track the CallScripter.Data.Datasources.Utility logger.
Fixed
Workflows: Resolved the inability to use Validation with Table Fields.
Workflows: Resolved an issue with Check Box Fields not displaying their options properly.
Workflows: Resolved an issue with various Fields having displayed HTML content (e.g., FontAwesome icons or text formatting) being displayed at the left-hand side of the Field rather than in the specific location.
Workflows: Resolved various issues with Field appearance and positioning since the 6.0.53 release.
Workflows: Resolved an issue with Accordion Fields not properly rendering HTML in their displayed text.
Workflows: Resolved an issue with the visual fill behaviour of Progress Bar Fields created before 6.0.53.
Admin: Resolved an issue with Plugins not reliably loading since the 6.0.53 release due to the website starting up too quickly.
Admin: Resolved an issue that could occur with the Scheduler Service where multiple instances of the Service would try processing Report Schedules simultaneously in certain circumstances.
Admin: Resolved graphical issue that could cause certain settings in the Settings Section to be missing their title and descriptive text.
Reporting: Resolved an issue with the RecordTotalDurationSpecial Field within the Data Extracts incorrectly returning just the seconds portion of the duration (e.g., 0-59). This now correctly returns the total duration in seconds.
Environment: Removed an inadvertently-introduced requirement for the Visual C++ Runtime to be installed on the Intelligent Agent webserver.
Environment: Made various security and performance improvements across the entire product.
6.0.54
Added
Workflows: Added the ability to specify the data type of each body parameter within the Web Service Datasource Wizard.
Workflows: Added an automatic closure for Genesys Cloud records when the underlying interaction is disconnected and dispositioned. The Workflow will be closed automatically, using the Genesys Cloud wrap-up code as its outcome.
Desktop: Added logging when loading the Desktop and the configured Genesys Cloud OAuth client has insufficient permissions.
Admin: Added the ability to specify the RequestedAuthNContext for a SSO (Generic Provider) Connector.
Desktop: Updated the Outstanding Tasks panel to now break down the items into different categories, as well as substantially improving the database and webserver performance of the Outstanding Tasks functionality.
Workflows: Changed the web service datasource to use a default content type of application/json rather than application/x-www-form-urlencoded.
Workflows: Updated the embedded Genesys Cloud SDK version to 140, itself containing the Genesys Cloud Platform API version 5847. Some additional Genesys Cloud SDK functions or optional parameters will now be available if accessing them via our Script.Plugins.genesyscloud.genesysSdk() interface.
Fixed
Product-wide: Improved security around internal functions, preventing them from being accessed and executed unless the User has the appropriate licence part.
Workflows: Improved performance of getting settings in the Genesys Cloud integration.
Workflows: Resolved issue with an error triggered by a non-standard default wrap-up code used by Genesys Cloud when skipping a preview interaction.
Reporting: Resolved issues with delivering a Data Extract via email when including a CC or BCC recipient.
Admin: Resolved error when trying to import lists of Users without a system email setting being configured.
6.0.53
This release marks the initial version of Intelligent Agent, being a substantial development over the foundations of our Awaken Scripting product. Upgrade from the last Awaken Scripting release (4.6.49) is possible, but there will be more checks, considerations, and post-upgrade actions required during the upgrade process than for a typical upgrade.
Intelligent Agent will be substantially familiar to Awaken Scripting users, but with a number of visible and invisible improvements, covering new features, fixes, improved integrations, and security and performance improvements.
If you do not already have a development environment that can be used for upgrade pathfinding and testing, then please contact your Awaken Scripting vendor to request a new licence and any guidance on creating a test environment.
If upgrading from a substantially older version of Awaken Scripting, it may be recommended to perform a mid-point upgrade to 4.6.49 first. Please contact your Awaken Scripting vendor for the appropriate installer file and with any questions you may have.
Added
Workflows: Within the Field Properties modal, renamed the existing "Save" button to "Save & Close", and added a new "Save" button that doesn't close the modal.
Workflows: Within the Styling tab of the Field Properties modal, it is now possible to specify additional CSS classes to be added to the Field.
Workflows: Enhanced the Image Control and Stylesheets Section to store uploaded images in the database, providing direct support for shared "local" images between websites in a replicated environment.
Workflows: Added the ability for Mail Merge Controls to generate .pdf files.
Workflows: Added the ability to suppress the display of error dialogs to agents for External Data Source Controls.
Workflows: Added the ability to the Web Service Datasource Wizard to allow the configuration of which response HTTP status codes will be treated as failing.
Workflows: Added the ability to reference complex data structures by using Javascript-like syntax in Link Columns to address complex data structures of arrays and objects.
Workflows: Added the Script.Utils.GetFieldMappings() and Script.Utils.DoCalculations()Helper Functions.
Workflows: Added new getAgentQueue and getWrapCodes functions to the Genesys Cloud SDK.
Workflows: Added a new openWindow helper function to the Genesys Cloud SDK. This is useful in contexts where the Intelligent Agent window is embedded within the Genesys Cloud frame, and a window needs to be opened that doesn't have the current sandbox restrictions placed against it (e.g., to open a PDF document).
Admin: Added the ability to specify the mailbox folder to be used for the Email (Incoming) and Email O365 (Incoming) Connectors.
Admin: Added a new Authentication (Bearer Token) Connector. This Connector will acquire and renew a bearer token automatically once configured, and can be used within a Field using the Web Service Datasource for authentication.
Admin: Added a "Clear Cache" button to the Caching Settings, allowing the easy clearing of the Redis cache data without needing to access the Redis CLI or recycle the website's IIS Application Pool.
Admin: Added a "Reset to Defaults" button to each Service in the Services Section.
Admin: Added a feed of recent errors to each Service in the Services Section.
Changed
Workflows: Completely redesigned the Stylesheets capability, allowing the use of CSS or SCSS syntax to modify all styling elements within a Workflow. All pre-existing Stylesheets from earlier releases will be removed as incompatible.
Workflows: The default appearance for Fields has been changed to use more modern, rounded shapes and colourations, as well as modifying some default Field sizes. Some changes will be applied automatically on upgrading the Intelligent Agent system to 6.0.53, but Fields will need to be updated to their latest version to acquire the full styling changes. Reviewing the visual appearance and layout of all Workflows is recommended.
Workflows: Table and List Box Fields using the Web Service Datasource will now immediately perform any configured HTTP Status Code mapping, rather than it being delayed until after Page Calculations are next run.
Workflows: If specifying an Accept header within the Web Service Datasource wizard, this will now be respected rather than always being overwritten with the default of */*
Workflows: Rebuilt the Progress Bar Control to now use core Bootstrap styling and capabilities.
Workflows: The Genesys Cloud chatMessages SDK function automatically triggers the new chat-update event when it runs.
Workflows: When resuming a chat activity in Genesys Cloud, the current conversation history is automatically updated in the Script.Data layer.
Desktop: Extended visible time for PureConnect ringing Toast.
Admin: Services now automatically and promptly propagate their state and configuration to all other Instances within the same Intelligent Agent System.
Admin: Removed the Integration - Cloud API Plugin, the expanded functionality is now handled by the new Cloud API Service.
Admin: Removed the Communication Toolbar Provider Service and simplified the Communication Toolbar Settings. This functionality is now automatically configured and operated if enabled in the settings, rather than requiring System-specific configuration and management in each case.
Admin: Removed the old Email (Outgoing) Settings Section, and replaced it with the Email Connector setting within the General Settings instead.
Environment: Converted Intelligent Agent to an MVC architecture, meaning that all URLs across the application have changed. Most old URLs should still work, but it's recommended to update bookmarks, the Social Dashboard, and URL pop etc. to match the new URL formats.
Environment: Various database performance improvements, primarily related to caching and other frequently-requested information.
Environment: Removed the CALLSCRIPTER database role, and added a new IA_APP role. Existing custom role assignments will need to be re-made to the new role.
Environment: The logging.config file is no-longer overwritten with the default configuration on Intelligent Agent upgrades. The default configuration will now be applied in a new logging.config.sample file instead, both on initial install and upgrades.
Environment: The website's IIS Application Pool by default now runs as AppPoolIdentity rather than LocalSystem, allowing improved security. It is recommended to manually make this change on upgrade.
Environment: The website's IIS Application Pool settings by default now disables Rapid Fail Protection.
Environment: Services are now operated directly by the website's IIS Application Pool, rather than being standalone Windows services. As a result, Services now don't generate individual log files any more, and modifying the individual Service logging levels is now configured through the main logging.config file.
Environment: Installer now accepts the latest ODBC and ACE drivers as valid for installation requirements.
Environment: Changed the default website installation path to C:\Program Files\Awaken\
Environment: Updated various third-party libraries.
Removed
Workflows: Removed [var_csCallerName] from the System Variables, as it was an outdated System Variable that wasn't populated by Intelligent Agent.
Admin: Removed the Communication Toolbar Service, this functionality is now automatically brokered by Intelligent Agent without need for a separate Service.
Fixed
Workflows: Resolved issue with the ordering when browsing the Image Field's available images.
Workflows: Resolved issue with the configuration & operation of "Command" Controls in clustered systems.
Workflows: Resolved issue with Webservice-executing Controls not returning the HTTP status code mapping on non-200 response.
Workflows: Resolved various issues with the SMS Control's activation and body content.
Workflows: Resolved issue with the various "Command" Controls using the Text styling group, rather than the Button Text styling group.
Workflows: Resolved issue with the Genesys Cloud Command Control requiring the Genesys licence rather than the Genesys Cloud licence.
Workflows: Resolved issue with the Version Scheduler mis-parsing ambiguous dates due to not following system culture.
Workflows: Resolved issue with any URL parameters and port being lost when redirected to Genesys Cloud login from the Intelligent Agent Desktop.
Workflows: Resolved issue with trying to perform a second consult transfer after cancelling an initial consult transfer in Genesys Cloud via the SDK or a Genesys Cloud Command Field.
Workflows: Improved SQL performance of specific tasks within the Designer and when running a Workflow.
Environment: Resolved issue with not saving the Redis settings from the installer after installing against a pre-created database.
Environment: Resolved an intermittent issue with addons failing to load properly, most notable for causing errors within the Reporting Scheduler Section.
Environment: Resolved the small size of the connected instances display in the installer when performing an upgrade against a highly available system.
