Version 1.0 / 2016 LinguistNow Response Incident Translation Tool for Oracle Service Cloud
Vedauwoo Release Overview
The basis for this release was to allow support agents to decide whether they would request a human translation or machine translation of their response to a customer. Previously, the type of translation service selected by LinguistNow for a support agent's response email – whether a machine translation engine or human linguists - was dictated by a profile-level setting. The agent responses would always be translated with a machine or human translation service based upon that setting. With the release of Vedauwoo, the translation service type will still default to the profile-level setting, but it can then be changed at the last minute by the support agent once the agent has authored their response to the customer.
LinguistNow Response customers had also asked that they be given the ability to decide which of their support agents saw this translation type option. With Vedauwoo, an organization is able to grant certain agent profiles the freedom to select translation type, and others not.
Language I/O names its releases after famous Wyoming landmarks. Vedauwoo (locally pronounced Vee-dah-voo) is an area in Southwestern Wyoming not far from Language I/O HQ that boasts spectacular, granite outcroppings. Its name, according to some, is a Romanized version of the Arapaho word "bito'o'wu" meaning "earth-born".
Agent Translation Type Selection
To enable translation type selection for specific agent profiles, you must be logged into Oracle Service Cloud with Admin-level privileges. Once logged in, navigate to Configuration => Site Configuration => Add-In Manager. Select the LN_Response_XXX.zip add-in and click on the Profile Access button in the navigation ribbon. You will see a list of all system profiles on the left. Select the profile for which you want to grant access. If this profile does not already have access to the LinguistNow Response Add-In you must grant that first by selecting one or more interfaces to the right. You will then see the Server Configuration Properties displayed, as shown below.
The first property in the list is called AgentCanChangeTranslationType. If it is set to “yes” (all lowercase and without quotes as shown below), all users in this profile will have the ability to change the translation type of the agent’s response. If it is set to “no” (all lowercase and without quotes), no user in this profile will have the ability to manually select translation type. Whether human or machine translation is used will always be determined by the TranslationType property, also shown below. Note that the settings below also dictate the default translation type setting for users that do have AgentCanChangeTranslationType enabled.
The possible values in the TranslationType property are:
- hybrid –A machine translation engine will be used for incoming customer questions and human translation for outgoing agent responses.
- machine – A machine translation engine will be used to translate both incoming customer questions and outgoing agent responses.
- human – Human translation services will be used to translate both incoming customer questions and outgoing agent responses.
Agent Translation Type Selector
The mechanism for translation type selection within the LinguistNow Agent Response Editor is a set of radio buttons at the bottom of the window. The editor is launched when the agent clicks on the Respond button next to a thread in the LinguistNow tab (image 1). The Agent Response Editor can also be launched by clicking on the new icon at the top of the LinguistNow tab (image 2).
As shown in image 3a below, the Translation Type box will provide two radio-button options. Only one option can be selected at a time. If you click on one, the other is deselected.
The two translation type options are labeled Machine and Human. When the editor is opened, the option that is selected by default will depend upon the add-in-level configuration that is set in the Server Configuration Properties under Profile Access for the LinguistNow Response add-in in Add-In Manager.
If your user profile is not granted the AgentCanChangeTranslationType as explained in the previous section, your editor window will look as shown in image 3b below, without the Translation Type area.
If the TranslationType property in Server Configuration Properties (SCP) is set to machine, the Translation Type radio button in the editor will also default to Machine. If, as shown in image 4 below, the SCP property is set to hybrid, the Translation Type property in the Agent Response Editor will default to Human.
Lastly, you will know that the correct (machine or human) translation request has been sent based upon the status that is returned from the LinguistNow server. The LinguistNow server status will show up in one of two places: the LinguistNow Status custom field that is displayed independently of the add-in somewhere in your Incident Workspace (image 5) or on the LinguistNow tab in the status field above the Agent Untranslated Response thread (image 6).
Agent-Initiated Responses Displayed at the Top of LinguistNow Table
The LinguistNow thread display functionality has been updated so that agent-initiated responses (i.e. agent responses initiated by clicking the new response button shown in image 7 below) are displayed at the top of the thread list instead of at the bottom of the thread list on the LinguistNow tab.
The LinguistNow thread display algorithm first looks for a system thread (i.e. thread that is displayed on the Messages tab in the Incident Workspace) and then lists all LinguistNow threads (translation back-and-forth threads that are not displayed on the Messages tab) in chronological order on top of the anchor/system thread with which they are associated. The reason that LinguistNow threads are grouped with their anchor/system threads, as opposed to just listing all threads chronologically, is that the LinguistNow threads are more useful to agents when they are grouped next to the system thread with which they are associated, regardless of date.
In previous versions, any agent response thread initiated by clicking on the new response button (image 7) and NOT associated with a system thread were listed below all other threads, at the bottom of the table view. With release 2016 Version C, the agent-initiated threads are now displayed at the top of the LinguistNow tab.
Dialog Box Centering
In release 2016 Version C, the starting display position of all LinguistNow add-in dialog boxes (such as those displayed in image 8 below) has been moved to the center of the screen. In previous versions, the dialog box starting position was the upper-left-hand corner.