Graia CCaaS Release Notes April 18, 2026

This release brings new features for conversational bots and Wallboard V3, along with fixes to improve call handling, campaigns, and portal stability.

Change log

• NEW Added call translation support for ad hoc outbound calls, allowing agents to communicate with customers in different languages.
• NEW Added data collection capabilities for conversational bots, enabling configurable variable capture at exit points with validation and retry handling.
• NEW Added a 'fresh start' option for conversational bots, allowing them to ignore previous history and handle each interaction as a new conversation.
• NEW Added agent-level KPIs to the Wallboard V3 Now view, providing real-time insights into status, activity, and call handling performance.
• NEW Added average queue wait time for today’s queues in the Wallboard V3 Now view, enabling better monitoring of queue performance.
• NEW Added queue timeout count KPI for today’s queues in the Wallboard V3 Now view, enabling tracking of conversations that overflow due to timeouts.
• RESOLVED Fixed an issue where outbound calls that were not connected still showed talk time in the portal task history report.
• RESOLVED Fixed an issue where agents could get stuck in a call that never reached them, preventing proper call handling and release.
• RESOLVED Fixed an issue where certain outbound conversations could remain stuck due to backend channel handling, requiring manual intervention.
• RESOLVED Fixed an issue where predictive campaigns did not include the configured X-Tenant-Id header when enabled.
• RESOLVED Fixed an issue where the widget URL was not visible in the portal, preventing webchat testing from the interface.
• RESOLVED Fixed an issue where the syntax for external URLs in the documentation was incorrect.