• When ACE Chatbot hands over to the agent, the initial dialogue between customer and chat bot is included and visible to the agent in ACE Interact.

  

• The combined dialogue is stored in ACE Interaction View for later review.

  

• Chat bot dialogue and live dialogue can be exported from ACE Interaction View to Interaction Analytics tool for further analysis and follow up.

• Manage agent groups and skills independently and get instant confirmation of which queues and waiting lists the agent qualifies for.

  

• View and edit “straight” call flows for an entrance. (Branched flows with menu choices will be added in upcoming releases).
• Manage voice prompts for welcome message, temporary message and closed message for an entrance where you have access rights.

  

• Possibility to add a sequence of extensions, simplifies administration.

• A new connector allows organisations that run Telia TouchPoint Plus or ACE Voice for telephony to use Microsoft Teams as a softphone together with ACE Interact.

  

• A welcome addition when Microsoft Teams is introduced or an already established application in the digital workplace.

• Personal auto-save-versions of Widgets (replaces drafts).
• Concurrency alerts when multiple editors are editing a guide at the same time.
• A setting for information owners to enable content expiration dates and email reminders.

  

• When selecting a work level in ACE Interact the agent is logged in to queues defined in the worklevel that he/she has the right skill set for.
• Configure if agents should be allowed to log out of individual queues that are defined in the work level or not.
• Configure which work levels should be visible and selectable by the agent. Either work levels where the agent has skill for at least one queue or only work levels where the agent has skills for all queues.

  

• Integrate Boost.ai bots or virtual agents into the ACE ecosystem.

  

• There is now an option to automatically prevent very short calls from triggering a survey.
• The new threshold time parameter surveyMinTalkTimeForSurvey is configurable in ACE Admin.

• Support for listing queues, agents, skills and task types in the subareas window.
• Improved disposition of user account information by hiding inapplicable or irrelevant columns.

• This enables integrations for passing historical conversations in arbitrary chat or chatbot app to agents.

  

To use the new functionality in Telia ACE 20.0 you need latest version of each respective sub product.

The following versions of ACE clients are compatible with ACE 20.0:

• Older versions of ACE Admin are not supported. ACE 20 thus requires Admin 20.
• Older versions of ACE Coach are not supported. ACE 20 thus requires Coach 20.
• CallGuide Agent / ACE Agent from version 9.0.0
• CallGuide Pulse / ACE Pulse from version 9.0.0
• CallGuide Report / ACE Report from version 11.0.0
• CallGuide Edge Agent / ACE Interact from version 12.0.0
• CallGuide Edge Pulse / ACE Monitor from version 12.0.0

Functionality and limitations in Telia ACE open interfaces is described in Release Notes Open Interfaces and the Interface specification document for each interface.

Dependencies and version support is described in:

• Overall release notes for Telia ACE 20.0.
• Release notes for the various sub products.
• Site Environment Requirements documents.