Skip to main content

18 posts tagged with "Resilience"

Stability, redundancy and performance improvements (not ordinary bug fixes)

View All Tags

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 functionality​

  1. Added call translation support for ad hoc outbound calls, allowing agents to communicate with customers in different languages.
  2. Added data collection capabilities for conversational bots, enabling configurable variable capture at exit points with validation and retry handling.
  3. Added a 'fresh start' option for conversational bots, allowing them to ignore previous history and handle each interaction as a new conversation.
  4. Added agent-level KPIs to the Wallboard V3 Now view, providing real-time insights into status, activity, and call handling performance.
  5. Added average queue wait time for today’s queues in the Wallboard V3 Now view, enabling better monitoring of queue performance.
  6. Added queue timeout count KPI for today’s queues in the Wallboard V3 Now view, enabling tracking of conversations that overflow due to timeouts.

Improvements and adjustments​

  1. Fixed an issue where outbound calls that were not connected still showed talk time in the portal task history report.
  2. Fixed an issue where agents could get stuck in a call that never reached them, preventing proper call handling and release.
  3. Fixed an issue where some outbound conversations could get stuck.
  4. Fixed an issue where predictive campaigns did not include the configured X-Tenant-Id header when enabled.
  5. Fixed an issue where the widget URL was not visible in the portal, preventing webchat testing from the interface.
  6. Fixed an issue where the syntax for external URLs in the documentation was incorrect.

April 11, 2026

This release adds a small improvement and fixes issues with summaries, call recordings, integrations, and system reliability.

Change log​

New functionality​

  1. Added read-only access to email conversation history during wrap-up.

Improvements and adjustments​

  1. Fixed an issue where conversation summaries occasionally failed to generate after the conversation ended.
  2. Fixed an issue where call recordings could fail to load in the portal.
  3. Fixed an issue where click-to-dial interactions in ServiceNow were not automatically linked to the corresponding customer record.
  4. Fixed an issue that could affect voice service redundancy.

January 17, 2026

This release introduces new translation and voice features and includes multiple fixes to improve reliability and overall user experience.

Change log​

New functionality​

  1. Inbound customer emails are automatically translated into the agent’s assigned language in the Agent UI, with clear indicators of the source and target languages, while replies are sent in the customer’s original language.
  2. ElevenLabs is now available as a text-to-speech provider for Workflow TTS, enabling consistent voice output across workflows.
  3. Voice Bot text-to-speech performance and audio quality have been improved, including under high-load conditions.

Improvements and adjustments​

  1. Fixed an issue where the documentation did not clarify that email categorisation is based only on the customer’s email and its history.
  2. Fixed an issue where predictive dialling call end scenarios were not documented, by adding clear explanations for all possible outcomes.
  3. Fixed an issue where the documentation did not explain that Conversation Summary availability depends on Agent Assist being enabled for the workspace.
  4. Fixed an issue where webcalls were not initiating when agents clicked the “Call customer” button.
  5. Fixed an issue where forwarded emails could get stuck in a workflow when no template was selected in the Forward node.
  6. Fixed an issue where attachments in inbound emails (IMAP and Exchange) did not open correctly in the Agent UI.
  7. Fixed an issue where duplicate chat and email templates could be created when the Save button was clicked multiple times.
  8. Fixed an issue where the conversational bot did not respond to the first customer greeting in outbound scenarios.
  9. Fixed an issue where AI conversation summaries excluded the initial part of the AI bot interaction.
  10. Fixed an issue where a Custom Question node could not be saved when using a TTS announcement message.
  11. Fixed an issue where the voice conversational bot failed when instructed to forget all its instructions.
  12. Fixed an issue where postponed workflow campaign records were not triggered after the default one-hour delay.
  13. Fixed an issue where rejected or unanswered calls in workflow campaigns were incorrectly marked as “Postponed” instead of “Unsuccessful.”
  14. Fixed an issue where workflow campaign records were marked as completed without any call being triggered.
  15. Fixed an issue where TTS announcements were not played after a voice conversational bot step in workflows.
  16. Fixed an issue where chat workflows could skip ahead to subsequent nodes before a Custom Bot node had finished running.
  17. Fixed an issue where email attachments did not open in the Agent UI.