What's New in APA 7.5

RTIG Library

The new RTIG library allows you to integrate NICE's Real-Time Interaction Guidance capabilities within an automation solution.

NICE's RTIG solution analyzes each service call in real-time and provides feedback to the agent during the call to help them improve the customer's experience. Integrating the RTIG capabilities into an attended automation solution allows you to provide the agent not only with the generic experience-enhancing advice provided by RTIG, but also with actionable information and automated workflows specific to the current caller.

For example, the RTIG solution on its own can detect that the caller is in financial distress and can alert the agent to that fact. An attended automation solution that integrates RTIG capabilities can additionally present the agent with a list of less expensive offers tailored to the caller, and the ability to launch an automated workflow to replace the customer's current plan with the offer they select.

The library provides multiple business entity types, a library function, and library events. Together, these components allow an automation solution to listen for events generated by the Real-Time Grid and to capture the data included in the events' parameters.

Learn more

Complex WOrkflow Parameter TYpes

You can now define workflow parameters of complex types, including all library object types, service types, and user types. Previously, workflow parameters could only be of simple (primitive) types, such as Text, Number, Decimal, Boolean, and DateTime.

In this version, complex parameter types are not supported for workflows running on remote clients. They are only supported for workflows running on desktop clients.

Learn more

Support for Multiple Outlook Accounts

The Microsoft Outlook library now offers support for multiple Outlook accounts. The library enables sending, forwarding, and replying to emails using a specified Outlook account where multiple accounts are configured in the Outlook application.

The following functions were added to the Microsoft Outlook library:

  • Get Accounts: Retrieve a list of the email addresses of all accounts configured in the Outlook application.

  • Set Account: Specify which Outlook account to use when sending, forwarding, or replying to emails.

  • Set Account to Default: Specify that the account configured as the default account in the Outlook application be used for sending, forwarding, and replying to emails.

 

Base64 Encoding and Decoding

You can now encode a text string using the Base64 encoding scheme and decode a Base64-encoded string back to regular text.

Two new functions are provided in the Conversion library:

  • Convert Base64 To Text

  • Convert Text to Base64

Learn more

Generic HTML Connector & Web Browser functions

The functions were updated to have parity between the Generic HTML Browser and the Web Browser.

Learn more Web Browser Library Object and Generic HTML Browser Library Object.

Win32 Dynamic API

Dynamic API functions were added to Win32 connector, MS Common and VB extension, and the Delphi extension:

  • Get Window By Class

  • Get Window By Title

  • Get Window By Child Id

  • Get Window By Class And Title

Learn more Win 32 Operations Library Objects,

Smart Locate

This functionality is now also supported in the following connectors and extensions:

  • Accessibility

  • WPF

  • Power Builder

  • SAP

Learn more

Invoke Request Business Data Character Limit Removed

When performing an Invoke Request, the businessData parameter of the requestMetaData container had a field length limitation of 100 characters. That limitation has been removed.

This change applies to synchronous and asynchronous requests, for both SOAP and REST requests.