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Release Notes - Language IO Incidents in OSC Desktop

These are the Release Notes for Language IO Incidents in OSC Desktop.

v3.2 (Q1.2024)

New

Introducing Agent to Agent 

Agent to Agent allows anyone with the permission to view a particular case to translate source items (description, subject, feed text, post comment, and case comment) to their own language, regardless of the languages spoken in the original conversation.

This can be useful for example to transfer a case from an agent to another who speaks a different language, or allow a supervisor to check or intervene on a case even if they do not speak one of the two original languages.

v3.1 (Q3.2023)

New

Introducing word count thresholds for translations

Organizations can now set word count limits for translation requests. When a threshold is set, if an agent requests a translation for a text that is too long, they will see an alert that advises them they are over the wordcount limit and proposes alternatives such as doing a partial translation. This is optional and agents have the choice to either proceed with the translation, or cancel and try a partial translation.

This feature also improves the handling of long email threads, especially when certain threads contain emails translated previously: previous translations, which agents generated the translations, etc.

Note: For non-delimited languages (for example, Japanese, Chinese or Arabic), the feature may show higher wordcounts that might not reflect actual wordcount. This is not a bug, but a limitation caused by the nature of these languages.

Tracking translation requests by agents 

There is now a new column in the LinguistNow table that is linked to the Staff Accounts table. This new column displays which agent initiated each Machine Translation. This feature is not available for Human Translation requests.

Improved

Format not maintained for partial translations

A bug was found where the formatting of a text (line breaks) was not maintained when it was partially translated in OSC BUI. This is fixed and line breaks are now maintained for all translations, partial and full.

v3.0 (Q2.2023)

New

Introducing Translation Quality Rating flag for agents

An agent who receives a poor translation can now flag the translation accordingly. This feedback allows Language IO to assess continued translation quality.

To enable this feature, assign the value 1 to the Translation_QualityRatingType server configuration property in your settings.

This feature also stores the translation quality ratings in the OSC database and loads in the UI when you re-open a previously flagged incident.

Improved

Improved settings for customers with multiple OSC sites

The new configuration setting Site_IncidentLocaleField_UseLabels that allows customer to use the labels from their custom locale field (defined in Site_IncidentLocaleField), rather than IDs.

This is useful for customers who want to use the same OSC consumer across multiple OSC sites, where the menu IDs are not the same.

Improved Language auto-detection functionality

Language auto-detection functionality now sets the detected language on the Incident server-side and client-side to prevent sync issues. This applies when using the standard OSC Incident Language field as well as when using a custom locale menu field.

The ln_status custom field value is also set on the Incident server-side and client-side now to prevent sync issues.

Logging the version number at login

OSC now logs the version number of the Language IO plugin in the initialization logs when agents log in, instead of when they open a workspace.

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