October 19, 2024

This release introduces the callback with voicemail feature along with several quality of life improvements.

Change Log

• UPDATED Improved email technology, enhancing stability for all email-related functions.
• NEW Supervisors can now enable Callback requests with voicemails via the Campaign > Callback settings page in the portal. Customers can leave a voicemail when requesting a callback, and the voicemail announcement must be uploaded to the announcement bundles.
• NEW Agents can now play back customer voicemails left during callback requests through the campaign interface in the Agent application.
• NEW Supervisors can now play back recordings directly from the portal while viewing campaign records.
• RESOLVED Fixed an issue where the audio path wasn’t properly established during call transfers using the new Asterisk voice infrastructure.
• RESOLVED Addressed an issue where an event was incorrectly handled by a service, causing delays in agent operations.
• NEW Added data to the OData feed, enabling BI analysts to generate KPIs for agent time spent on specific business units.
• UPDATED Reduced cache duration for attributes and business unit assignments to agents. Changes now apply in under 5 seconds, down from 60 seconds.
• NEW Added an option to summarize voice transcripts in the activity history using AI technology.
• UPDATED Introduced search by name functionality for customer import jobs, agent apps, chatbots, and QnA bots.