June 14, 2025

This release brings helpful new features that make it easier for agents to work and support multiple languages, along with important fixes that make the system more reliable and easier to use.

Change log

• NEW Agents can now view real-time live transcripts of translated calls, with confidence scores, chat reply options, and voice volume control, enhancing clarity and flexibility during multilingual interactions.
• NEW You can now schedule callbacks at any point in the workflow, not just through the queue, offering greater flexibility and control in managing customer follow-ups.
• RESOLVED Fixed an issue where downloading email attachments temporarily opened a new browser tab. Downloads now start in the same tab, as expected.
• RESOLVED Fixed an issue where agent replies appeared in the activity history as if sent from the agent’s personal email.
• RESOLVED Fixed an issue where workitem evaluation emails were incorrectly sent to supervisors instead of agents—notifications.
• RESOLVED Fixed an issue where opening a portal section in a new tab always redirected to the tenants menu—tabs.
• RESOLVED Fixed an issue where incorrect translation providers were shown for some languages.