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May 2, 2026

This release brings new features, improvements, and fixes to make the system easier to use and more stable.

Change log​

New functionality​

  1. Added portal-based testing of custom task wrap-up notes by work item ID, with validation and quick copy action.
  2. Added a configurable delay for auto-answering inbound calls, including per-agent override and countdown with manual pickup option.
  3. Added a tenant-level limit for parallel flow-controlled outbound calls with validation and start-blocking when limits are exceeded.
  4. Added the ability for supervisors to assign agents to business unit–specific breaks based on shared business unit membership.
  5. Added an option to disable automatic creation of customer records per channel for unidentified customers.

Improvements and adjustments​

  1. Fixed an issue where agent chat messages were not delivered or visible when customers backgrounded the conversation on smartphones, causing missing messages upon return.
  2. Fixed an issue where external web page links did not automatically open in a new tab upon conversation routing, despite being configured to do so.
  3. Fixed an issue where real-time reports experienced delays in loading data after login or page refresh.
  4. Fixed an issue where accounts could not be created when email addresses contained punctuation or non-English characters.
  5. Fixed an issue where end time fields (EndDate and EndDateUTC) were missing in OData feed tables for agent states.
  6. Fixed an issue where enabled auto-answer settings did not automatically present inbound calls to agents in voice configuration.
  7. Fixed an issue where outbound dial CANCEL requests did not include the required X-Tenant-Id header.