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September 26, 2026

This release brings further improvements to resilience and new supervisor tools.

Change log​

New functionality​

  1. Added support for WebRTC and external agent extensions, enabling agents to use a valid configuration for both desktop and mobile agent applications without supervisor intervention. This is now displayed in the administration portal under an agent profile’s user details. You can now specify a phone number, and the WebRTC extension will be displayed alongside it.
Related documentation
  1. The chatbot integration API now provides message status notifications. Read more in our developer documentation.
  2. Added the option to hide a campaign’s additional CSV fields from agents, allowing campaign administrators to retain valuable data without exposing it to agents.
Related documentation
  1. We’ve added the option for supervisors to log out an agent even when the agent is busy with a task. This can be useful when the agent forgets to close a task and leaves, when a task becomes unresponsive due to a system error, or when an agent stays in a lookup task too long. In the administration portal, go to Realtime reports > Teams Reports > Agents, find the agent, click Change state, and select Logout. Once confirmed, the agent will be logged out immediately.

Improvements and adjustments​

  1. Fixed an issue where empty completion codes could be set at the channel level.
  2. Fixed an issue where a TTS message failed to play when the TTS text was replaced with a much longer version.
  3. Fixed an issue where Microsoft Teams users would experience duplicate Teams pop-ups when initiating a call from our CRM widget.
  4. Fixed an issue where postponed records in a predictive campaign retained the predictive execution mode instead of falling back to preview.