This release lets mobile agents call customers back from their task history and brings further resilience improvements.

Change log​

New functionality​

1. Agents using the Mobile Agent application can now call a customer back directly from their voice task history. The call uses the same agent workspace, business unit and channel as the original task, regardless of the task's result or direction.

Improvements and adjustments​

1. Further resilience improvements for the Agent application and sign-in, so agent state and task updates reach the Agent application without delay.
2. Fixed an issue where campaign records in preview dialing mode were marked as failed when the queue timeout elapsed before an agent picked them up.
3. Fixed an issue where the Mobile Agent application showed a blank screen after a supervisor logged the agent out from the portal.

This release contains further reliability improvements to additional services.

Change log​

Improvements and adjustments​

1. Improved speed and reliability of call recordings.
2. Further resilience improvements for chat.
3. Added an endpoint to be able to download agent-side transcripts.

This release brings voice task history to the Mobile Agent application, gives custom integrations more time to respond, and further improves call reliability.

Change log​

New functionality​

1. Added voice task history to the Mobile Agent application. Agents can now view their past voice tasks directly on their mobile devices, with the option to search by phone number and filter by task result.

Improvements and adjustments​

1. Additional redundancy for agent voice connections.
2. Further resilience improvements for workflows.
3. Fixed an issue where a voice call could cause an agent task to become stuck under specific network conditions.
4. Extended the configurable timeout for custom integrations from 5 minutes to 10 minutes to support longer-running requests.
5. Fixed an issue where the voice bot would unexpectedly switch languages during a conversation due to the user’s speech.

This release brings further improvements to resilience and new supervisor tools.

Change log​

New functionality​

1. Added support for WebRTC and external agent extensions, enabling agents to use a valid configuration for both desktop and mobile agent applications without supervisor intervention. This is now displayed in the administration portal under an agent profile’s user details. You can now specify a phone number, and the WebRTC extension will be displayed alongside it.

2. The chatbot integration API now provides message status notifications. Read more in our developer documentation.
3. Added the option to hide a campaign’s additional CSV fields from agents, allowing campaign administrators to retain valuable data without exposing it to agents.

4. We’ve added the option for supervisors to log out an agent even when the agent is busy with a task. This can be useful when the agent forgets to close a task and leaves, when a task becomes unresponsive due to a system error, or when an agent stays in a lookup task too long. In the administration portal, go to Realtime reports > Teams Reports > Agents, find the agent, click Change state, and select Logout. Once confirmed, the agent will be logged out immediately.

Improvements and adjustments​

1. Fixed an issue where empty completion codes could be set at the channel level.
2. Fixed an issue where a TTS message failed to play when the TTS text was replaced with a much longer version.
3. Fixed an issue where Microsoft Teams users would experience duplicate Teams pop-ups when initiating a call from our CRM widget.
4. Fixed an issue where postponed records in a predictive campaign retained the predictive execution mode instead of falling back to preview.

This release brings further resilience improvements to the product.

Change log​

Improvements and adjustments​

1. Improved the reliability of historical reporting data.
2. Further resilience improvements for voice services.
3. Further improvements to call recording reliability.
4. Additional safeguards against stuck calls.
5. Fixed an issue where Live Translation could occasionally experience longer-than-expected delays.
6. Fixed an issue where, under specific circumstances, some users were able to start two voice tasks at the same time, which caused failures.
7. Fixed an issue in our Power BI template where some cards were showing erroneous values under specific circumstances.