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February 7, 2026

This release adds new configuration and reporting capabilities and resolves key issues across campaigns, agent experience, and data feeds.

Change log​

New functionality​

  1. Added the ability to view task details, recording playback, and script evaluation directly in the Conversation Viewer, including opening the viewer from the conversation list.
  2. Added the ability for supervisors to adjust the agent’s original voice volume during live translation via a volume slider. Agent Workspace call translation supports Chat-only mode and partial customer transcription, subject to tenant and feature availability.
  3. Added advanced ElevenLabs TTS configuration options in AI Administration, enabling admins to fine-tune voice stability, similarity, style, speaker boost, and auto language detection with near-real-time application.
  4. Added a chat-only mode for Graia CCaaS agent translation, allowing supervisors to disable translated audio and agent microphone so agents communicate via text/TTS only.
  5. Added the ability to export filtered conversation data to CSV from the portal, including key metadata, CSAT scores, and conversation links across all result pages.
  6. Added an isRecorded flag to voice conversations in the OData feed, enabling clear reporting on whether calls were recorded regardless of recording source.

Improvements and adjustments​

  1. Fixed an issue where campaign duplicate detection set to the tenant level did not automatically cancel duplicate callbacks, causing them to reach agents despite customer-connect deletion being enabled.
  2. Fixed an issue where workflow campaigns could exceed the configured maximum number of parallel calls, causing multiple numbers to be dialed simultaneously despite the set limit.
  3. Fixed an issue where agents could not accept incoming calls after changing the Agent UI language, causing the answer button to stop functioning.
  4. Fixed an issue where waiting and connected call metrics were not updating correctly in the raw data feed, causing discrepancies with the real-time values shown in the Wallboard portal.
  5. Fixed an issue where some voice conversations ended with an unclear reason and a missing channel identifier.
  6. Fixed an issue where the AI Enhancement 'Expand' feature could change the agent’s original intent instead of preserving the meaning of the drafted text.