Field/Fieldset Limit Update
July 31, 2017
You can now create up to 100 custom fields and 1,000 custom fieldsets for your organization.
July 26, 2017
You can now store the customer's preferred language by using the new Context_Preferred_Language field added to the cisco.base.customer fieldset.
Agents can now select a customer's preferred language from a drop-down list while interacting with a customer.
You can now use Cisco UCCX and UCCE IVRs to lookup a customer's preferred language.
Manage Hybrid Context Service Clusters from the Cisco Cloud Collaboration Management Portal
May 15, 2017
Partners and Administrators can access Context Service clusters registered for your organization from Cisco Cloud Collaboration Management.
For more information, see Hybrid Context Service.
Manage Hybrid Context Service Fields and Fieldsets
May 15, 2017
Partners and Administrators can access Context Service fields, and fieldsets from Cisco Cloud Collaboration Management to:
View Cisco base fields and fieldsets.
Add and edit fields and fieldsets specific to your organization.
Automatically Entitle All Partners with Context Service
February 9, 2017
All partner organizations using Cisco Customer Care products are now automatically entitled for Context Service.
January 17, 2017
You can now move an activity from one customer to another. For more information, see Move Activity.
You can only move editable activities to a new or existing customer record.
Open and Recent Customer List Maintained When Browser Refreshes
January 17, 2017
When the browser reopens after a refresh, the Customer Context gadget maintains the list of open and recent customers. The gadget also maintains:
The same order of open and recent customers in the list.
Edit state of activities that originate outside the Cisco Finesse desktop. For example, activities originating from a customer phone call, email, or chat session remain editable.
You may lose any unsaved data when the browser refreshes.
Internet Explorer 11 Support
January 11, 2017
Context Service now supports Internet Explorer 11 for registering components in Unified CCE Administration, Cisco Finesse Administration, Unified CVP Operations Console, and Unified CCX.
Automatically Create Customer
December 15, 2016
The Customer Context gadget can now automatically create a customer record when certain information is available in the incoming activity.
To learn more, see:
Customer Record Enhancements
December 2, 2016
Enhancements to the customer record include:
Custom fields in the Customer object are now visible in the Customer Context gadget. The custom fields appear in the customer record below the default fields and in the order in which they are created. Values for custom fields can now be modified.
In read-only mode, fields in the customer record with no value are now suppressed. Previously, these fields displayed a value of None. All fields are visible in edit mode.
In read-only mode, if the text in a field exceeds the width of the field, the text now wraps instead of truncating.
Warning When Record or Activity Modified Externally
November 22, 2016
If an activity or customer record is modified externally (for example, by another agent), the Customer Context gadget displays a warning when you attempt to save the customer record. You can then choose to either load the changes or overwrite them.
Gadget Notification Enhancements
November 21, 2016
The way the Customer Context gadget displays incoming activity has changed. Previously, the gadget placed focus on the new customer. Now, the gadget displays a notification for incoming activity. The gadget also displays a notification counter.
If there is one incoming activity, you can click Switch to switch to the customer record associated with the new activity. If there are more than one incoming activities, you can click View to open the side panel (if it is collapsed). Customer records associated with the incoming activities appear in the side panel.
November 11, 2016
The Customer Context gadget now displays any errors or notifications that occur when you have open customers or activities.
You can now refresh the Customer Context gadget when an initialization or network error occurs.
Side Panel Enhancement
October 11, 2016
The side panel of the Customer Context gadget now retains its state when collapsed and recalls its state when expanded. For example, search for a customer and then collapse the side panel. When the side panel is reopened, the panel displays the search tab with the original search results.
New Search Feature
September 21, 2016
The Context Service search capability has been enhanced to enable granular searching from the Context Service Java SDK. This allows you to search data by specific fields. This change does not affect data created after September 21, 2016. However, data created before September 21, 2016 will no longer be searchable until you migrate your data to be compatible with the new data format.
To ensure that data created before September 21, 2016 is searchable, download and use the data migration tool to migrate your data to the new format. Download and extract the zip file and refer to readme.pdf included in the download for further instructions.
With this new capability, Context Service Search now enforces the key when you search for a key:value pair. For example, you have two users, one with the first name Thomas and a second with the last name Thomas. Search would return values for both keys. Now, search is granular and searching for first_name:Thomas you gets only the records where just the first_name is Thomas. To learn more about Context Service search, see the Context Service SDK Guide.
Context Service Now Available with Unified Contact Center Release 11.5
September 14, 2016
You can now use Context Service out-of-the-box from Unified Contact Center Enterprise and Express products.
Context Service Features:
Flexible and secure data repository to store your customers' journey data across multiple channels.
Enriched Self-Service, Routing, and Agent Desktop experience, with contextual data of prior customer activity across multiple channels.
Ability to automatically capture breadcrumbs for email, chat, and tasks.
Case insensitive search across both encrypted and unencrypted data.
Rich and dynamically updatable agent desktop experience that:
Displays entire customer journey across multiple channels.
Manages customer profile and activity details.
Maintains open and recent customer list.
Finds customers by searching on any customer profile data, including custom fields.
APIs to integrate Context Service with your business applications, available on Cisco Developer Network website.
Currently Context Service data is stored in data centers based in the United States. See Context Service Offering Description for more details on terms of service.
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