This release focuses on stability improvements and introduces new features for administrators.

Administration Experience​

This update provides supervisors with new tools to better manage agent performance:

• NEW Timed Break Configuration:
  Supervisors can now set timers for each break code they configure. When an agent uses a timed break, a countdown timer will be displayed. Once the timer reaches zero, the agent will automatically be returned to available status. Live portal reports will also show the timer countdown. If this feature is not utilized, existing break timers remain unchanged.

• NEW Outbound Chat Tasks in Historical Reports:
  Supervisors can now view and filter outbound chats within the portal’s historical reports menu. This addition enables them to gain insights into the performance of outbound webchats.

• NEW Break Code Total Time on Agent Cards:
  The total time spent on each break code is now visible on agent cards within the Portal's Team Reports. This feature helps supervisors monitor how agents are utilizing their allocated break times.

Stability Improvements​

• RESOLVED Reporting Service Performance:
  Resolved an issue causing reporting services to become slow.

• RESOLVED Delete Callback in Customer Connect:
  Fixed an issue where the "delete callback" function in the customer connect feature was not functioning correctly.

• RESOLVED Completion Code Display Issue:
  Fixed a visual issue where the last completion code added to the portal would disappear after clicking save.

• RESOLVED Missing Translations:
  Fixed an issue where certain translations were missing.

• RESOLVED Email Notification Display:
  Fixed an issue where new email notifications would remain visible in specific cases.

• RESOLVED Email Display Issue:
  Fixed a visual issue where emails would not appear after the agent sent them.

This release introduces new AI features, agent-to-agent transfers, and several enhancements aimed at improving both the agent and administrator experience.

Agent Experience​

We’ve focused on improving the agent experience with the following updates:

• NEW Agent-to-Agent Chat Transfer:
  Previously, agents could transfer chat conversations only to a queue or back to the same queue. To further streamline operations, we’ve introduced the ability to transfer a chat directly to another agent. Using customer activity history, an agent can now identify if the customer has previously interacted with a colleague. If that colleague is available, the conversation can be transferred directly to them. The receiving agent can accept or reject the transfer, and while the transfer request is pending, the originating agent remains connected to the customer and can cancel the transfer at any time.

• NEW Conversation Summary for Chat & Email:
  Agents can now save time with our intelligent AI solution, which analyzes chat and email transcripts on demand. Instead of reading through the entire transcript, agents can simply click a button to generate a concise summary of the conversation.

• RESOLVED Improved Performance for Multi-tasking:
  We identified performance issues when agents handled multiple tasks and switched between them, particularly on low-end devices, where there was a noticeable increase in CPU usage. After applying performance improvements, we observed significant gains on low-end machines, with mid-range and high-end devices continuing to perform as expected.

• RESOLVED Missing Translations for Campaign Postpone Feature:
  Fixed an issue where translations were missing for the campaign postpone feature.

• RESOLVED Email Reply Template List:
  Fixed an issue where discarding an email reply did not close the template list.

• RESOLVED Agent Application Layout:
  Fixed a visual issue affecting the layout of the agent application when set to Hungarian and Spanish languages.

• RESOLVED Waiting Tasks Tab Filter:
  Fixed a filter issue on the "Waiting Tasks" tab of the agent performance dashboard.

Administration Experience​

We continue to enhance administration capabilities with the following updates:

• UPDATED Improved Agent Attribute Management:
  Based on feedback from the previous release, we’ve introduced multi-select options for agent attributes, allowing bulk assignment and de-assignment of attributes.

• UPDATED Configuration Filters:
  We’ve added multiple filters to prevent incorrect configurations, such as empty break names and attributes.

• UPDATED Alphabetical Sorting:
  Announcements, contact directories, users, and agents are now sorted alphabetically (A-Z) for easier navigation.

• NEW Tenant-Level Wrap-Up Time Configuration:
  The option to configure wrap-up time extension is now available at the tenant level. Previously, this setting was limited to the agent workspace level.

• UPDATED Audit Log Changes:
  We’ve hidden the "View Changes" button for login operations in the audit logs, as this feature did not provide meaningful value.

This release brings bugfixes and a new feature that aims to improve the agent experience.

Change log​

• RESOLVED Fixed an issue where Waiting Tasks did not show any tasks.
• RESOLVED Transferring campaign records to another agent is no longer allowed. This is not a supported scenario, agents are encouraged to use Reschedule instead.
• NEW Added new RONA break reminders for agents. The agent application will send a notification every 2 minutes to ensure the agent is aware of their break being RONA in case they miss the first notification for being away from PC.

This release brings minor agent experience improvements.

Change log​

• NEW Added Emoji support for Chat. Agents can now use the dedicated emoji button in chat instead of relying on windows built in emoji picker, which is more complicated and harder to use.
• NEW Added individual break reasons to the agent performance dashboard. Agents can now click a button to dive deeper into their breaks and understand more about their break behaviors ensuring they don't affect their KPIs.
• RESOLVED Solved an issue where number inputs were overlapping text in the administration portal.
• RESOLVED Solved an issue where sometimes emails were stuck and not being delivered to the agents.

This release brings new customization options for agents and more!

Change log​

• NEW Added the option for agents to Snooze/Postpone a campaign record. Postpone ensures a record is not delivered to any agent for 1 hour. Compared to reschedule, postpone discards the record immediately.
• NEW Completion codes are now searchable in the agent application allowing agents dealing with long lists of completion codes to easily find the code they need.
• UPDATED The agent application now allows selecting the AAD phone number when using AAD for Transfer/Consult.
• NEW Supervisors can now create agent layouts through the portal. These layouts enforces the screen split for agents and allows supervisors to set the correct user experience for their agents. The layouts are associated to an agent workspace for each media type. Supervisor may use a different layout for each media type.
• UPDATED Improved the To/CC visibility for incoming emails.
• NEW Campaigns, Roles, Teams can now be sorted A-Z, search has been added as well.
• NEW Agents can now be multi-selected and associated with multiple attributes through the multi select in the administration portal, ensuring easier agent configuration.