Release Notes - Language IO Incidents in OSC BUI

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

v2.4 (Q2.2024)

New

Introducing hard word count Thresholds for Translations

Organizations can now set a hard threshold to limit the word count of their translation requests for incoming messages. This means that when this limit is active, agents cannot send requests that exceed the defined number. This ensures that translation costs per case are kept to a reasonable level.

When this hard threshold is active, admins can create a custom message to show to agents when the threshold is met. Agents can only click "OK" to dismiss this message; contrary to the soft threshold introduced in v2.1, agents cannot bypass this threshold and proceed with the translation anyway.

The hard threshold does not apply to partial translations.

 v2.3 (Q4.2023)

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 IO 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.

v2.2 (Q4 2023)

New

Customizable word count alert message

We implemented a new setting called wordcountAlertMessage. This settings shows a message when a translation request exceeds the word count threshold that you defined. 

If you do not configure the wordcountAlertMessage setting with a custom message, it defaults to the following message:

"You requested a translation of wordCount words. Do you wish to continue or perform partial translation instead? Press OK to process translation or Cancel to proceed with Partial translation."

Auto detect functionality

It is no longer necessary to manually set the Language field on an incident. If there is no value in the Language field of an incident, the agent agent can click Translate on an end-user's message to detect the language. The plug-in then stores this value in the language field to avoid further auto detection.

Fixed

Arabic text now correctly displays right to left

A bug was found where content in Arabic did not display correctly. This is now fixed. 

Translation rating label

A bug was found where the application failed to load if there was no TRANSLATION_RATING_LABEL instruction for the consumer in the Language IO database. This is now fixed with a default english instruction for TRANSLATION_RATING_LABEL : "Flag to report poor translation".

Status Label

A bug was found where the Language IO Status label did not update automatically. This is now fixed.

v2.1 (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.

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.

v2.0 (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.

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.