Features of Engage
Following are the features of Engage:
Value Stream Application Association
Home Page Value Stream provides a consolidated view of all activities performed in Engage to deliver value. These Value Streams are linked to Engage applications. For developers, the Value Streams associated with aopplications display the total number of unpublished applications, a list of applications, and quick links to create applications during build-time. For business operations, the Value Streams associated with applications on runtime display the total number of published applications, a consolidated list of all published and unpublished applications in Engage, and quick links to access Engage.
AI Enabled Copilot for Admin
The Admin module offers a copilot or assistant feature that promptly and efficiently handles inquiries related to feature usage, troubleshooting, and customization specific to the user’s organization. This feature is powered by the proprietary AI platform, Neural Connect.
AI Enabled Copilot for Automation Developers
Automation Studio offers a copilot or assistant feature that promptly and efficiently handles inquiries related to process optimization, deployment, testing, and activities usage within the automation development context. This feature is powered by the proprietary AI platform, Neural Connect.
API Whitelisting
The API Whitelisting feature allows users to securely whitelist APIs which are to be sent as a client-side browser API request from the low code platform. This feature allows external and cross domain API calls to be made securely from the low code apps. Domains whitelisted by users are applicable for Iframe integration into Engage applications.
Low Code No-Code Features
Finacle AI Next UI Theme Plugin
The Engage features a theme plugin that enables designers to easily apply the Finacle AI Next theme to new or existing LCNC Apps. With this plugin, designers can effortlessly align their Engage-created Apps with the Finacle AI Next branding and visual design. During UI configuration, designers can select this theme for their app and apply Finacle AI Next visual design styles through a simple drag and drop process.
Single-Page Applications (SPA) and More Responsive User Interface
There is now built-in support for Single-Page Applications (SPA) to dynamically display page content fast and easy without reloading the entire page.
Dynamic User Interface with Page Components
The User View Builder is expanded with support for Page Components that allow developers to further customize individual pages and add information tiles to display pertinent information.
Card View and List Templates for Allowing for Different Presentations
The List Builder now supports templates, allowing for different visual presentations. Now data can be displayed using modern, customizable card, or list layouts.
Intuitively Redesigned Visual Builders and Enhanced Property Editor
Redesigned builders with a new App Composer and enhanced Property Editor, to consolidate all app components into a single view with different device views for desktop, tablet, and mobile.
Property Assistant for Hash Variables
We now support a built-in Property Assistant, which is a pop-up guide to help formulate hash variables to display dynamic data in apps, directly within the builders.
Integrated Process Design and Mapping
The usability of the Process Builder is improved by seamlessly integrating process configuration within the Process Builder, instead of separate configuration screens in previous versions.
No-Code Database Wizards
No-code Database Wizards are now available for external database integration. Instead of dealing with SQL code, developers can now visually configure database connections, queries, and updates.
Data Model Visualization
Data modeling is simplified by transparently managing data relationships through the Form Builder. ERDs are automatically generated in real-time to enable developers to easily visualize the data relationships.
Database Optimization and Recommendations
App designers are now able to manually add indexes to keys directly from the visual data model. The platform will automatically provide recommendations on database optimizations to guide non-technical users.
Governance Features
Health Check Report and Alerts
We have introduced a new governance feature in the monitoring section to identify performance, Quality Assurance and security aspects of the applications created.
Cluster-Wide Monitoring
The LCAP platform now provides built-in monitoring capabilities across multiple instances in a cluster, including Application Performance Management (APM), process and app monitoring, logging, and audit trails.
Administration Section
Newly added section in app center to visualize & monitor the entire platform including the Forms, Lists, UI, and process created along the governance metrics of the platform.
Shift-Click Feature Enhancement
Engage has now provided enhancement in Shift-Click feature in web automation to support dynamic URLs in the newly opened window with shift-click.
Client Tools - Custom Path for Selenium Drivers
Engage has now provided option to use selenium drivers for web automation from user defined path, in addition to product default folders.
Enhancement for Windows 11
Automation Studio - Window Mode now supports Field Properties - Focus Window and Find By Coordinates. Focus Window helps focus on controls of UI element and Find By Coordinates enables to find the exact coordinates of the UI Element.
Module Configuration in Admin Module
Below are the different configurations that be done using the Module Configuration option:
Alerts
Engage offers the capability to configure alerts using Alert Configuration available in the Admin module.
Automation Studio
Users such as an administrator can configure automation project-related settings such as automation prerequisites, browser settings, Version Control System, enable Auto Save option, setup Auto Save interval, setup process reset time, Chrome and MS Edge web driver settings, Java and Python specific automation settings, patch notification settings and so on.
Engage
Users such as an administrator can configure settings related to Engage such as Broadcast settings, browser settings, Emulator based settings, Engage settings, Java applications and Python script specific settings, Input setting, Multiple Workspace Settings, Patch notification settings, process related settings, and so on.
Web Engage
Web Engage designed over Engage Low code Orchestrator platform provide flexibility of on-the-go web and tablet\mobile based interface integrating with legacy applications through attended and unattended automations.
Web Engage provide configurable user interfaces built with Low-code/no-code development platform.
Web Engage Reporting Capabilities
Engage has now introduced out of the box reporting capabilities for the Web Engage application empowering users with insightful KPIs related to automation processes by various users with the following dashboards-
- Web Engage Automation Dashboard: contains information from the automation point of view.
- Web Engage Business Application Dashboard: contains information to track avg request execution time for each app and monitor failed transaction %age for each app.
- Web Engage Usage Information Dashboard: contains information about machine and user details.
- Insights from Web Engage: allows the Reporting Managers to quickly understand their team's adoption of the Engage tool. This tool provides information about the time spent by team members on utilizing Engage and time spent on executing the automation processes.
Authorization to Office 365 Applications via Graph API
Engage’s solution to automate MS O365 applications will establish an authenticated connection between Digital Worker/Engage studio and MS Office 365 applications. This authenticated connection enables a robot to call the MS Graph API to read and write resources on user’s behalf. To establish an authenticated connection, user first registers MS Office 365 application in the Azure Active Directory (using MS Office 365 account). While registering the application, user should assign the MS Graph API permissions that specify the resources a robot can access on user’s behalf. After registering Office 365 application, Azure Active Directory assigns a unique application (client) ID. The Application ID is used to collect the necessary information about the registered application to initiate authentication using Client Secret value or Client Certificate. authentication. Our solution to automate different O365 applications using Graph API supports OAuth 2.0. As part of OAuth 2.0, different authentication/grant types like – Authorization Code, Implicit, Password Credentials, Client Credentials etc. are also supported.
Oauth Activity
OAuth stands for Open Standardization and is a standard for online authorization. Automation Studio provides OAuth activity that helps to authenticate a user using five different OAuth Grant types which are supported by the Automation Studio. The activity returns the access token upon successful authentication. In case, the access token expires, it generates a new token from the refresh token. In a scenario, if the refresh token is unavailable or it has expired, it performs interactive login to get the new token. OAuth activity can be used either inside or outside the Application activity.
TOTP Activity
Time-based One-Time Passwords (TOTP) activity is used when the users’ account has Multifactor Authentication (MFA) enabled. This activity generates the one-time password code when the user tries to access the MFA secured application.
Auth State Manager Activity
Auth State Manager activity is used to get the access token for automation processes having Moden Authentication Types.
Excel 365 Adapter
Automation studio has a new activity named 0365 excel to automate various office 365 excel operations. Studio user can authenticate via modern auth and then configure automations.
OneDrive 365 Adapter
Automation studio has an activity named 0365 Onedrive to automate Onedrive operations. Studio user can authenticate via modern auth and then configure automations.
Outlook 365 Adapter
Automation Studio provides an open canvas to design and test process automation. It has an intuitive user interface with simple drag and drop workflow activities and user-friendly menus/ tools to create and configure automation.
Sharepoint 365 Adapter
Automation studio has an activity named 0365 Sharepoint to automate various Sharepoint tasks. Studio user can authenticate via modern auth and then configure automations based on the use-case.
Group 365 Adapter
Automation studio has a new activity named 0365 Group to automate various office 365 Group operations. Studio user can authenticate via modern auth and then configure automations.
Calendar 365 Adapter
Automation studio has a new activity named 0365 Calendar to automate various office 365 Calendar operations. Studio user can authenticate via modern auth and then configure automations.
XtractEdge Integration
Engage offers support for XtractEdge platform to perform AI or ML based Intelligent Document Processing (IDP). Data from complex, unstructured or scanned documents can now be extracted along with the confidence score for each field in the automations that can be used for further processing as per the business requirement.
Credential Activity
Engage provides support to add, retrieve, or remove credentials from the Windows Credentials Manager. This activity enables storing the credentials locally and making it available for the application logins.
Cryptography Activity
Engage provides support to encrypt or decrypt text or files with the help of specified algorithms, key, and encoding standards. This activity also enables the hashing of text or files.
MS Word Automation
Engage provides support to replace text or image in a Word file, save the Word file in various formats, add hyperlink, image, or data table at specified positions in the document. Both .doc and .docx file types are supported.
JSON Activity
Engage provides functionality to modify, form request, or retrieve data of the JSON response received from a REST API or other activities in the Automation Studio. It helps you to extract a relevant part of the response as per your requirement. You can even update the JSON object and the JSON array by using this activity.
It has now been enhanced to extract list of objects from a complex JSON. This enhancement enables you to map the JSONPath output to datatable columns.
LowCode API Integration in Automation Studio
This feature enables users to invoke Engage Low Code Platform APIs from Automation Studio via newly introduced "LowCodeApps" application type and "Low Code Integration" Activity.
Support for LowCode API’s
This feature allows Engage users to call API's of Low Code Platform in a seamless way via Engage Processes.
.Net Mode Enhancements
Engage has introduced a new recorder to automate Windows applications which is built on the .Net Framework technology i.e. WPF and Winforms. Users have the option to use the predefined interactions on the selected UI element or write the required code in C# language to perform the automation.
Sentiment Analysis
Sentiment Analysis helps Agents to monitor sentiment from text sources in the Engage dashboard. This feature uses NLP capabilities of Microsoft Azure and Google to determine and display the Sentiment Type and Sentiment Score.
CoE Cockpit
Engage Studio supports CoE cockpit, a platform designed to transform business processes through automation. It is a central hub for managing and governing automation lifecycle within the organization. Additionally, this platform helps user to –
- Understand and prioritize the automation projects till it is live and in turn create the required impact.
- Navigate to the discovery tool to perform auto-assessment of the process.
Automated QA
Engage has introduced OOB Automated Quality check for automation process. Automated QA capability of enables you to create the test cases on a developed automation process and execute them with a single click. With this capability you can do end to end process testing. Using process export-import feature, users will be able to view or export the process test execution report and move the test cases across environments along with the automation process. This feature helps in version-to-version migration for Sanity process Testing. Additionally, it helps user to validate the Automation coverage for set of inputs.
License Management
Enables upload and administration of product licenses and its usage. Engage supports multiple license metric namely # of Named user licenses and # of concurrent user licenses. Server-side installation requires a license for the server on which Engage server-side setup is being installed.
Customized Logging
Engage provides functionality to have multiple log formats OOB, namely Json and Text for Automation Studio, Engage and Admin module. The default configuration is to log using JSON format.
User Management
Provides the ability to add single or a bulk user, configure and manage user settings like role and profile mapping and user access control.
Email Notification to Web Engage Users
Ability to send email notification to added user every time a web engage access is given or a user is added to the role having web engage access.
Sign-In Manager
Customer service associates are always service-ready. They sign-in into several applications across different technologies. The Sign-In Manager capability provides an ability to sign in to multiple applications from a single screen and with a single click saving the agent’s precious customer engagement time.
Multiple Profile Sign-in
A multi skilled customer service agent can login to the different profiles that he is servicing at the same time. This feature allows logging into all the applications under the selected profiles with a single click. This allows the agent to service request from different profiles without the need to worry about logging-out of a profile and logging into another.
Single Unified Desktop View
Engage provides a dashboard screen with a unified, contextual view of information from various applications collated into a single dashboard.
Selective Sign-in Of Applications
At the time of login, user can select or unselect specific application that the user wants to sign into, based on the usage pattern keeping the desktop environment light. User can also additionally launch a web application that the user needs to refer with the product go to feature.
CyberArk
Engage now supports integration with CyberArk Application Access Manager (AAM) credential provider to retrieve Engage user credentials stored in CyberArk’s Credential Vault. Engage user is provided with an additional option for every Sign-In application in the Sign In Manager to get credentials from CyberArk’s Credential Vault. Upon selecting the CyberArk option, user needs to enter CyberArk key attribute (AppId, Safe, Folder and Object Id) values specific to the Sign-In application, which is used to fetch the associated credentials from CyberArk.
Dashboard Templates
Out of the box dashboard templates are available to quickly build rich and appealing and professional looking dashboards using the comprehensive list of hand-picked, frequently used component repository to suit the process.
360⁰ Customer View
360⁰ Customer View is a dashboard of critical and the most frequently used data. It is available at all times for easy and quick access. This view provides an aggregated view of the customer, without the need to visit and search multiple different applications for gathering the required data on a customer or case to case basis. Based on the information, the customer service associate is better equipped to make offers and convert cross sell and up sell opportunities.nities.
Operational Dashboards and MIS Reports
The product has a built-in feature that captures user activity data and performs data analytics. This user activity and process data is further used to generate dashboards, operational reports, audit reports, and diagnostics to know SLA adherence, AHT by processes and Agents. They also help in deriving operational insights on associate performance, application usage, seasonality of process request volumes providing guidance on agent deployment to handle the surge and venues for improving operational efficiency.
One Click Automation
A customer service agent is empowered with AI and automation available on the click of a button. Smart automation buttons are made available on the agent dashboard for the most frequent tasks the agent performs while servicing the customers.
Notesmaker
The Notesmaker feature provides an ability to easily prepare closure notes captured during a call using configurable templates. Additionally, the Notesmaker pushes these notes automatically to multiple systems such as a Ticketing tool, thus improving operational efficiency.
BeyondTrust Integration
Through the Sing-In manager capability, Engage provides an ability to retrieve application credentials managed through Beyond Trust.
Process Automations
Provides the ability to automate repetitive tasks across multiple applications. Automations perform the process steps across applications thus saving the time spent in accessing various applications manually. These automations are also used to update information across multiple applications. This eliminates the need for an associate to manually perform mundane tasks like copy-pasting data between applications, login-logout of different applications and filling forms or updating data across applications.
Business Dashboards
Framework to capture the business relevant/ use case specific data and creating business dashboards as per client needs to provide business leaders an overview of requests handled focused around business parameters. The dashboards can be build using the use case specific business data and metric captured during process configuration.
Document Parser
Document parser reads and extracts data in the following formats - Microsoft Word, Excel, PDF.
Knowledge Management
The Knowledge management feature provides an out of the box search functionality for agents to retrieve knowledge artifacts on the go. This widget/popup will allow agents to query and access artifacts such as documents, lists from Sharepoint library to resolve customer queries.
Intent Identification using Semantic Analytics for Next Best Action
The intent identification feature help agents to pro-actively understand customer intent through conversations. It provides guidance on the next best action to resolve customer request, leading to faster turnaround time and better customer experience. Engage leverage conversational AI capabilities to provide intelligent suggestions to agent take help him take most optimal steps to handle customer request.
Data Protection
Based on the Data protection configuration for a process input, OpenSearch reports will visible. Also, a one-time configuration in system settings can be done according to which process inputs will be part of system logs for Engage.
Security
The security features comply with the strictest enterprise grade security standards. It implements role and profile based user authorization and access control.
Product supports integration with Active Directory and allows addition/ update of roles/ access mapping from UI.
The API Authorization framework enforces configuration-based access controls on Product functionality. This further enhances the already strong Role based access control functionality within the product.
The product allows Role based access controls for creating and updating OpenSearch operational dashboards. This allows controlled usage of OpenSearch features in an Enterprise context.
It supports TLS till last mile and also allows strict enforcement of TLS1.2.
Engage has ensured that the product is GDPR ready by providing the option of masking/anonymizing Personally Identifiable Information, customizations to allow appropriate data validation rules. This will be crucial for clients in Europe region since the regulation has been passed in 2018.
Compatibility Checker
Engage provides OOB functionality to have a bird’s eye view of the target automation software versions deployed on User machines. This will ensure that there any challenges with running automations due to version conflicts of the target software can be easily identified. For instance, the OOB Compatibility report shows Chrome versions that are installed across User’s machines.
Client Tools
This feature enables user to download and open Automation Studio and Engage on Existing Machine or New Machine using Client Tools on Admin Page.
Data Retention Policy
Data Retention Policy enables you to configure the retention days for different indexes from the Admin module.
New User Journey for Web Engage
New Business app feature has been introduced for Web Engage users, to enable Web Engage use cases which do not require attended automation capabilities. This new Business App based Web Engage user journey removes the requirement of mandatory download of automation utility to access Web Engage app.
Technology Integration
This feature allows automation and integration with web, Java, Windows, Mainframe, win exe, SAP, Oracle EBS, Siebel HI, PeopleSoft, File operations, Outlook, share point, DB operations, PDF, Excel, web services, Image-based automation, OCR, etc. along with custom based applications non-intrusively.
Web Automation
Web automation support browser versions Microsoft Edge, Microsoft Edge with IE compatibility, IE, Chrome, Firefox, and Selenium 3.5 & above.
The Studio provides automation tools to automate web applications and perform actions such as enter keywords for search, trigger search, read search results.
Advanced web automation capabilities include the automation of:
- iframes and nested iframes.
- Dynamic tables/ grids with the ability to handle different pages from the result set.
- Automating control through JavaScript invocation.
- Support for automation based on additional parameters like, relative XPath or creating manual selectors.
- Data extraction from a web table - Users can extract data from an entire web table in just one step instead of using iterations.
Version Control of Processes
Version control enhancements to maintain backup of work in progress or Published versions of processes in the Automation Studio. Ease of process rollback to a previous version with Restore feature to seamlessly re-instate a previous version. Removed the restriction of max 5 backups with ability to configure the number of backups required.
Internet Explorer to MS Edge Conversion Utility
IE to Edge/Chrome process converter utility enables users to convert the automation processes configured on IE browser to Edge/Chrome browser in quick and easy steps with minimal manual efforts.
Studio UI Configurations
This feature lets the users update the Automation Studio basic configurations from UI instead of going to configuration file. Configurations search, elaborative description helps the user and simplifies the configuration update process.
Application Level Cleanup
Users can kill required process on the bot/agent machine sing this new activity. This will help to avoid high CPU and memory utilizations on the server and increase the performance and efficiency. Users can filter out the processes using different conditions for optimum usage.
Low code Application Platform
Engage Low code Orchestrator lets citizen developer create enterprise grade web applications using a drag and drop interface, with pre-build connectors to invoke Engage automations, both attended and unattended.
Web application created using Engage Low code Orchestrator are accessible over all types of devices like desktop, laptops, tablet and mobile.
Kubernetes (K8S) Based Deployment
This feature enables, transitioning from a VM-based to a Kubernetes-based deployment model through containerization of Engage
Update Management
Update Management provides an interface for uploading and applying patches to client components. These patches include feature enhancements, bug fixes, if any, and so on.
Custom Patch Creation
Engage users are able to create custom patch based on the specific requirement and push to the applicable client tools using Update Management Framework. This feature is used for updating the latest web drivers in the client tools.