Release Notes Release Version

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1 Release Notes Release Version Release Date: July, 2017 Platform: 9.5 Contents New Features and Enhancements 2 Providers 2 Enghouse ACD Provider 2 Verint Net Staffing Resource Data - Time Interval Increased 4 Reporting 5 Updates to the Monitor Reports 5 Monitor Disposition Added for No Action Taken 6 Special Characters Removed from Historical Reporting 7 Intradiem Admin Console 8 Expire Yes/No Question after a Specified Number of Yes Responses 8 Hide the Update Password Link for Auto Login Enabled Tenants 8 Issues Addressed with System Requirements 10 Browser / Application Requirements 10 RIS 10 RIS Intradiem Release Notes

2 New Features and Enhancements Providers Enghouse ACD Provider Enghouse has been added as an ACD Provider. Please refer to the Enghouse integration guide for information around provider setup and usage. The following events, conditions, and actions are included with the Enghouse Provider: Events Conditions Actions Agent State Changed Time in Current State Threshold Met User Logged In User Logged Out Average Speed of Answer (seconds) - By Queue Average Time to Abandon (seconds) - By Queue Calls Abandoned - By Queue Calls in Queue - By Queue Current Agent State Expected Wait Time (seconds) - By Queue Longest Call Waiting (seconds) - By Queue Number Of Agents On Calls - By Queue Percent Of Calls Abandoned - By Queue Percent of Calls Distributed - By Queue Service Level Percent - By Queue Total Calls - By Queue Advanced Change Agent State Users will be able to write rules using the events, conditions, and actions listed above. Using this Feature In the rule's condition, select: Provider Category: ACD Provider: Enghouse Condition: Average Speed of Answer (seconds) - By Queue 2017 Intradiem Page 2 of Release Notes

3 In the rule's action, select: Provider Category: ACD Provider: Enghouse Action: Change Agent State Internal Reference #: INT Intradiem Page 3 of Release Notes

4 Verint Net Staffing Resource Data - Time Interval Increased For the Verint WFM Provider - Net Staffing resource Data - the maximum time range has been increased from four hours to 16 hours. Net Staffing With Adjustments is available as a resource data on Verint WFM Provider with existing parameters. The maximum time range for which Net Staffing values will be retrieved and processed has been increased to 16 hours in 0.25 hour (15 minute) increments. Net Staffing With Adjustment updated parameters: Time Interval - Indicates the time range to be considered for calculating Net Staffing With Adjustment. The options start from Next 0.25 Hours to Next 16 Hours in 0.25 Hour increments. Increasing the maximum time range for Net Staffing resource data retrieval and processing will help customers identify over-capacity or under-capacity for an entire shift. By identifying capacity for the entire shift, VTO can be offered to agents for the entire shift before they get in to work. Using this Feature Alert the WFM team with a list of users whose Staffing Groups (Campaigns in Verint WFM) have an average Net Staffing value greater than 5 in the next 13 hours. Condition: Net Staffing With adjustments > 5 Time Interval - Next 13 hours Calculation Method - Average By Users: of each users' Staffing Groups. Internal Reference #: INT Intradiem Page 4 of Release Notes

5 Reporting Updates to the Monitor Reports The label of the last KPI in users-2 dashboard has been changed to match the System Health Monitor's first KPI label The label on the 4th KPI on the users page has been changed to Dynamic Sessions Row limits on various monitor reports Queue Threshold values have been added to the Provider dashlet in the Rules Monitor dashboard A provider instance name column has been added to the Provider Condition Details for both Rules and Session and Provider Data pages Actions 2 report drill down feature now stays on the same page, and prompts remain active when using the drill down feature from the System Health dashboard Segment Detail Report report label has been updated to "Users selected for segment changes" "ACD Queue Gap" KPI logic on System Health has been updated to include API Provider data if the client is using API based providers A "User Login" prompt has been added to the "Action Summary" and "Event Summary" reports Reports with date / time sorting now have alphabetical and date / time sorting in ascending and descending order. Monitor Row Limits The following are maximum row limits in Monitor reports. Internal Reference#: INT Monitor Dashlet Name # Rows Actions Action Detail Report 1000 Selected Action 1 Action Settings 100 Users Selected by Action Users User Summary 5000 Provider Data Provider Data Provider Condition Group Name 1000 Provider Condition Details 100 Task Management Sessions Task Management Sessions Assignments Related to Sessions 100 Rule Events Event Detail Report Selected Event 1 Event Settings 100 Users Selected By Event 2017 Intradiem Page 5 of Release Notes

6 Monitor Dashlet Name # Rows Rules Rules Summary 1000 Rule Conditions 100 Users Selected Provider Condition Details 1000 Session & Provider Data Session Summary 1000 Session & Rule Conditions 100 Provider Condition Details 1000 Segment Segment Summary Segment Detail Question Question Summary Question Detail Assignments Assignments Summary 5000 Sessions Related to Assignments 100 Agent State Agent State Summary Agent State Detail Queue Queue Summary Queue Detail Session - ACD - Overlay ACD / Session Overlay Interval Performance Report Users can view a detailed view of rules that were fired. Internal Reference #: INT INT INT-2090 INT INT Monitor Disposition Added for No Action Taken When a rule's action does not fire due to no users selected for the rule's action, the Monitor report will show a disposition of No Action Taken. In addition to an action's Success or Failure, users can now see in the Monitor, when no users were selected for a rule, resulting in the action not firing. Internal Reference #: INT Intradiem Page 6 of Release Notes

7 Special Characters Removed from Historical Reporting In historical reporting, the following characters are supported: 0-9 a-z A-Z Numeric Keyboard # $ % ^ & * ( ) other special characters that are not supported by historical reporting are converted to a dash - prior to import, for the following reporting fields: Message Subject Question Text Task Name Converting special characters to a dash will prevent issues that were being experienced when importing special characters into reports. Internal Reference #: INT Intradiem Page 7 of Release Notes

8 Intradiem Admin Console Expire Yes/No Question after a Specified Number of Yes Responses The ability to set a Yes/No question to expire after a specified time and a specified number of "Yes" responses has been added as an enhancement to the Ask Yes/No Question action in the Intradiem Provider. This enhancement allows an administrative user creating the Ask Yes/No Question rule to set the Question Expiration (minutes) and to set an optional Expiration (Yes Responses), or the number of Yes responses accepted. This allows the Yes/No question to be sent to multiple users at one time, without having to worry about receiving too many "Yes" responses by expiring the question if the allowed number of Yes responses is received before the time limit expires. This functionality is only available for customers using the Intradiem Desktop Experience. Customers using the legacy ActiveX Agent Console will not have this functionality available. Internal Reference #: INT Hide the Update Password Link for Auto Login Enabled Tenants For tenants with Auto Login available, the ability to hide the Update Password link on the Admin Console and Intradiem Desktop Experience login screens has been added. The default is to have this link available. This feature allows administrators to disable the Update Password link on tenants where Auto Login is enabled, so the users will not be able to change their password from that link. This feature is configured in the Admin Console > System Configuration > System Profile > Application Configuration > Password Settings. In the Settings screen, scroll down and uncheck ow Password Change Option, and click Save. This will take effect on the next login for the user. Be aware that this setting will impact the ability of all users to reset their passwords, even those users who do not have Auto Login enabled. Any user who needs a password changed, including admins, will have to have it reset manually from the Admin Console. Internal Reference #: INT Intradiem Page 8 of Release Notes

9 Issues Addressed with Internal Reference # INT INT INT INT INT INT INT INT INT INT INT INT INT INT Summary Unauthorized Aux Rules were showing a status of Invalid. Session Detail Reporting Data was missing. Myworklife service was restarting with error messages. Users were unable to log in to the Agent console. No data was being sent by the scheduler service for a session with 0 time taken System Profile - Client Settings - Desktop - Requests was defaulting to True. This has been changed to default to False. When a user accepted a session with zero time taken, the temporary write back was not being removed from MyWorkLife provider. Message / Session prompts were not being delivered to agents. Assignments with selected filters could not be deleted. Addressed issues with slow response time. Addressed issues with CPU spikes. Sessions were receiving unexpected not offered / not logged in response. I3 Integration had a backlog of events. Addressed an issue where rules were not executing and an error was being displayed. INT INT INT INT Aspect ewfm was Modifying an Incorrect Segment. Expire Yes/No Question after specified number of Yes responses Hide Update Password for Auto Login enabled tenants 2017 Intradiem Page 9 of Release Notes

10 System Requirements Browser / Application Requirements Application Client Requirements Supported Versions Notes Admin Console Web Browser IE 8, 9, 10, 11 Chrome v IE support requires that Compatibility Mode is turned off. IE 7 is not supported. Firefox v47.0+ Intradiem Desktop Experience Supported OS / VM Windows 7,10 CentOS 7 Red Hat Enterprise Linux 7.2, 7.3 VMware 10+ VMware Horizon View Agent Citrix Xen Desktop 7.12 Citrix Virtual Delivery Agent 7.12 A browser is not required for the Intradiem Desktop Experience (IDE), however if an attachment or external link is opened from within the IDE application it will use the default desktop browser. Agent Console ActiveX-based Web Browser This requirement applies only to the Agent Console. IE 8, 9, 10, 11 IE support requires that Compatibility Mode is turned off. IE 7 is not supported. RIS System Requirements Windows 2008 r2 (x64) server Windows Intradiem Page 10 of Release Notes

11 RIS Windows 2008 r2 (x64) server Windows 2012 Last Updated: 11/10/ Intradiem Page 11 of Release Notes