Release Notes - Language I/O Incidents in OSC BUI v2.3 (Q4 2023)

These are the Release Notes for version 2.3 (BUI).

New

Introducing Agent to Agent transfer translation

The Agent to Agent feature allows anyone with the permission to view a particular case to translate source items (i.e private notes, customer entries, agent responses) to their own language, regardless of the languages spoken in the original conversation. This is useful for example when a thread is transferred from one agent to another who does not speak the same language, or when a supervisor wants to check on a thread on a language they do not speak.

To translate the entire transcript, the second agent simply clicks the button called “Translate # Threads” (where # is the number of threads that are not in their language) located at the top right of the Language I/O plugin. The process translates everything from the original messages that were posted by the agent or the end user. The new target language is the language recorded in the second agent’s profile.

The translated transcript is then added as a new thread.

Example

For example, suppose that Agent 1 and the end user speak the same language, and Agent 2 speaks a different language. Agent 2 can easily get up to speed on the case by clicking the "Translate [#] Threads" button to see the conversation in their language.

Feature Limitation

There is a limitation to this feature: bulk translations are only applicable to one language at a time. This means that, if the untranslated threads contain several languages, clicking the "Translate [#] Threads" results in failed translations.