Release 2.5

Version 2.5 will activate on the Zendesk Marketplace and any Installed Applications at:

PST: 9th October - 15:00hrs

AEDT: 10th October - 09:00hrs

We are pleased to announce the release of Amazon Connect for Zendesk Application v2.5 which is a Feature release.

In this release we have

• Implemented support for the new Zendesk Talk Partner Edition (TPE) v2 call object

• replaced TPE v1 voice comment in tickets with the new TPE v2 voice comment

• enhanced Contact Lens add-on with an option to have the call transcript as part of TPE v2 voice comment

This release also includes

some small improvements and bug fixes:

• removed redundant initial internal note on creation of the ticket, keeping tickets compact and easier to traverse

• introduced a new attribute conversation_title which can be used to set a custom ticket subject when creating a new ticket and also serves as a title of the voice comment for call contacts.

• enhanced UX of app buttons to make them disabled straight after click, to prevent unpredictable behaviour caused by double/multiple successive clicks

• introduced a new attribute call_recording_consent which is stored as a data point in the call object and then used to control display of recording url and player in the voice comment.

• added notification to the agent if the Connect authenticated session expired when using pause/resume recording functionality

• upgraded the AWS JavaScript SDK from version 2.0 to version 3.0

• improved detection of monitoring, based on agent’s routing status

• ignoring zendesk_ticket attribute in transfers to ensure correct transfer handling

changes to existing functionality.

• TPEv2 provides a standard set of fields which will allow future reporting in Zendesk Explore. To support forward compatability attributes that now have defined fields such as “queue_name” have been moved to the TPEv2 Voice Call object field.

If you are using fields from the Ticket Comment within your workflows, we recommend moving to the new TPEv2 APIs to retrieve field data.

Highlights

Support for TPE v2 Call Objects

The upgrade to Talk Partner Edition (TPE) v2 results in storing call specific data points into a TPE v2 call object instead of a ticket internal note (previous functionality). The call object is Zendesk’s internal record of a call contact and will serve as a data source for future extension of Zendesk Explore, enabling enhanced reporting on call related data. Some data points stored in a call object are also made visible to agents via the enhanced voice comment controlled by the Zendesk UI.

The new call object stores all the data points currently contained in the ticket internal note (and more), apart from the following ones:

• Contact Id

• Contact Trace Record (CTR) URL

• Amazon Connect Contact Attributes

These three data points will remain in the ticket internal note. In addition all the contact attributes and their values will also remain in the internal note.

Implementation of TPE v2 Voice Comment

New voice comment contains several collapsible sections that present data points contained in the related call object. Same as before, it is automatically added to a ticket at the end of a call contact. See an example here.

Option of TPE v2 Transcript with Contact Lens

You can now decide where to store a call transcript - either keep it as internal note, or use the new TPE v2 voice comment to display them in collapsible and more compact way. This can be done at installation / upgrade, or later if you change your mind.

Improvements

This release contains the following improvements:

Bug fixes

This release contains the following fixes: