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October 31, 2026

This release lets supervisors close an agent's task from the portal, adds a draft mode to the Send Reply node and fixes several reporting issues.

Change log​

New functionality​

  1. Supervisors can now force close an agent's task from the Teams report, for example when the task is stuck or the agent can't close it. The task and every conversation related to it end. If the agent already selected a completion code or wrote a note, they're kept. Otherwise, the task gets the completion code ForcedClosedBySupervisor, and in reporting the conversation's end reason is WorkItemClosedBySupervisor.
  2. The Send Reply node in email workflows has a new Draft mode. When it's on, the node prepares the reply from the email template instead of sending it, and the new Email draft created output routes it to a queue. An agent then sends the reply as it is, edits it first or writes a different one. Nothing is sent to the customer until the agent sends it.
Related documentation

Improvements and adjustments​

  1. For tenants whose agents take calls in the agent application (WebRTC), a WebRTC extension is now always generated automatically when you create an agent, import agents in bulk or turn a portal user into an agent.
  2. Regional data processing improvements for speech services.
  3. Fixed an issue where details of ad hoc consult calls were missing from the OData feed.
  4. Fixed an issue where the call direction icon was missing in Historical Reports › Conversations.
  5. Fixed an issue where the same SIP header could be set to be captured twice, which made inbound calls fail.
  6. Fixed an issue where an agent card in the Teams report expanded in the wrong team.