Back to list of all release notes This document provides information about the latest feature updates and enhancements introduced in Contact Center AI of AI for Service (XO) v11.x releases. For previous updates, see release notes of 2025 and 2024.Documentation Index
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v11.24.1 May 09, 2026
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Console
Notes Translation
Notes in the Console and the Conversations Dashboard now support translation based on the user’s selected language, with translated-only and dual-view modes available. No additional configuration is required. Learn more→Configuration
Restrict Translation Languages to User Assignment
A newLimit Translation Languages to User's Assigned Languages setting can restrict the translation dropdown to show only the logged-in user’s assigned languages across Agent Console, Monitor, and Interactions. Learn more→
Disposition Capture During Transfers
A newCapture Disposition During Transfer setting displays a dropdown during agent or supervisor transfers, allowing optional selection of one or more dispositions. Selected dispositions are stored with the interaction and remain available for reporting, while transfers continue without interruption if skipped. Learn more→
Analytics
Interaction Details Report Updates
A newInclude In-Progress Conversations option displays active conversations with their current status and wait time. Agent Custom ID, a new Support field, and a configurable date format have also been added. Learn more→
Open Wallboards in Separate Window
A newLaunch Wallboard in New Window option is available in both the Configuration and the Wallboards views, opening the selected wallboard in a separate browser window for independent viewing. Learn more→
v11.24.0 April 25, 2026
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Console
Agent Screen Recording for Voice Calls
Agent screen recording for voice calls is now available, with an app-level toggle and a Windows desktop capture application that records full desktop activity and streams it securely. Recording starts on call acceptance, continues through hold, transfer, and ACW, and stops after ACW submission. Recordings are stored securely, available on the Interactions page for download with role-based access, and adhere to existing retention policies. Validation, error handling, and compliance controls ensure reliable and secure operation. Learn more→Warm Transfer for Live Chat
The new Consult option allows agents to initiate an internal agent-to-agent chat, share context, and collaborate without displaying messages to the customer. Agents can switch between customer and consult chats, merge into a conference chat, and complete a warm transfer with full context. Learn more→Real-Time Status and ACW Timers
A real-time timer in the Agent Status dropdown shows elapsed time for the current status session and resets on every status change, without affecting cumulative reporting. Each conversation in ACW shows its own timer, starting at ACW entry, running independently, and stopping on closure. Learn more→Anchor Tag in User Info
User Info now supports a predefined anchor tag syntax that renders clickable links in the Console. Clicking a link opens the URL in a new tab or window. Learn more→Agent-Controlled Skill and Queue Subscription
Agents can now opt in or out of assigned skills and queues from the Profile section when permitted, with deselected items remaining visible but excluded from routing. A Revert to Default option restores original assignments. Supervisors retain full visibility of assignments and agent-level changes, with the ability to override. Learn more→Configuration
Queue and Agent Level Blended Agent Configuration
Blended agent configuration is now supported at the queue and agent levels, in addition to the app-level setting. Agent-level override takes the highest priority, followed by queue-level, then app-level. Routing and system busy logic use the effective blending state, ensuring optimized workload distribution while retaining existing channel selection behavior. Learn more→Dashboard: Queue-Based Access Control for Supervisors
A new Queues option under Dashboard Content permissions now restricts dashboard visibility to a supervisor’s assigned queues and the agents serving those queues. This applies across dashboards, wallboards, and interactions, including filters, summaries, and searches. Learn more→Team Leader Permission Modification
A new Edit User Information child permission under User Management controls who can modify user profiles. Users without this permission can view users and perform operational tasks-routing, queues, and monitoring-but can’t edit agent or user details, with profile pages rendered in read-only mode. Learn more→Dedicated Waiting Experience for Email Channel
A separate Email Waiting Experience is now available under Flows, supporting Initial Email, Agent Transfer messages, and configurable periodic messages with hours/minutes and loop/once behavior. Learn more→Analytics
Update Agent Status Label: Deleted → Inactive
Deleted label is replaced with Inactive where Agent Name appears across reports, dashboards (Queues, Agents, Interactions), wallboards, filters, and configuration screens now return Inactive instead of Deleted, ensuring consistency across UI and data outputs.
Campaigns
Contacts: List View
A new list view is now available for contacts from CSV, Passive API, and Subset-based sources. The view supports pagination, column selection, exact-match search, priority filtering, sorting, and CSV export. Key contact fields are displayed in read-only format. Learn more→API
Check Agent Availability API: Channel-Level Availability and Capacity Details
The API now returns channel-level availability for Voice, Chat, Email, and Messaging, including channel enablement and real availability based on capacity. Each channel includes total, used, and available capacity, along with a digital experience indicator. Availability reflects true readiness only when status, channel enablement, and capacity conditions are all met. Learn more→v11.23.1 April 11, 2026
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Configuration
Queue Settings: Extended ACW Duration
Queue settings now support configuring After Call Work (ACW) duration up to 90 minutes. Inputs are validated to ensure values fall within 10 seconds to 90 minutes, with errors displayed for invalid entries. This extends configuration flexibility without impacting existing queue behavior or live interactions. Learn more→Analytics
Interaction Details Report: Disposition Notes
A new Disposition Notes column has been added to the Interaction Details Report CSV output. It captures agent-modified notes with full support for multi-line content, special characters, and Unicode, without impacting the existing report structure. Learn more→v11.23.0 March 28, 2026
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Configuration
Separate Wait Time Controls for Post-Transfer Conversations
Conversations now use separate queue wait time controls before and after agent transfer. On the first entry, the initial wait time applies. After a transfer, a dedicated post-transfer timer activates and resets with each subsequent transfer. Learn more→Parent and Child Grouping of Permissions
Two new permissions, in the Monitor Tab, are Profile and Mark Offline. These improve role-based access control and will be enabled by default for all roles except Agent and Custom. Learn more→ Channel-Based Last Agent (Affinity) Routing Last Agent Routing is now available per channel (Voice, Chat, and Email), routing interactions to the last handling agent when available. An optional wait duration holds the interaction before falling back to standard routing; if no wait duration is set, fallback occurs immediately. Learn more→Analytics
Correct Call Status for Agent Interactions with CSAT
The system now records accurate call-termination status during agent-customer interactions, including CSAT. Calls are marked as User Hangup or Agent Hangup, preventing incorrect classification as Bot Hangup. Learn more→Show Duration Markers in Recordings
A new account-level setting lets you display either timestamps or elapsed call duration for transcript segments. When duration is selected, each segment shows time relative to the call start instead of the date and time. Timestamps remain the default, and the setting applies to all recordings on reload. Learn more→Usability Enhancement to View and Navigate Recordings
The Insights to Logs panel now includes a compact recording overview widget, an expandable full-screen view, and a zoom control, which together improve recording visibility and navigation.Campaigns
Add Payload Input for API-Integrated Contact List
POST-based API-integrated contact lists now support request payload input. The payload field accepts .json file, raw text, or URL-encoded data, with existing validation rules applied. This enables flexible data exchange with external systems without affecting current API configurations. Learn more→Agentless Dialers: Disposition Support
Agentless voice campaigns now support predefined disposition codes for tracking and analytics. The system attaches the selected disposition to the session as a tag and displays it in campaign outcomes and interactions. Learn more→New Dashboard for Proactive Web Campaigns
A dedicated dashboard for proactive campaigns is now available, with filters for campaign executions and date ranges. Key metrics include impressions, clicks, visitors (unique, anonymous, and logged-in), conversations, and dismissal rate. Visualizations cover time trends, reasons for suppression, conversation split (agent vs. bot), and disposition distribution. Learn more→API
Time-Based Queue Reprioritization
A new public API lets you dynamically update queue priorities, enabling time-based automation via external schedulers. Updates apply immediately, override UI-configured priorities, and influence routing without reassigning active conversations. Learn more→v11.22.1 March 14, 2026
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Configuration
Expose Queue Array in InQueuesFlow
The system now exposes a QueuesArray in the InQueuesFlow context to track queue traversal during conversation transfers. The array maintains chronological order and identifies the current target queue. Flows can use this to dynamically override skills based on the destination queue, enabling flexible, intent-based routing. Learn more→Custom Translation Update for Lara
The custom translation engine now supports the laratranslate.com domain to maintain compatibility with the updated Lara translation service. The system also normalizes the multi-utterance separator by converting<> to <>, ensuring translations are correctly parsed and mapped without affecting existing configurations.
Queue-Level Automatic Email Acknowledgments
Queues now support automatic email acknowledgments, configurable under Optional Settings for the Email channel. When enabled, the system sends confirmation emails after receiving a customer message, based on a configurable interval. Acknowledgments are triggered only when a new message arrives, and the interval has elapsed, preventing duplicates. The message editor supports rich text and HTML customization. Learn more→Analytics
Center-Wide Wallboard-Abandons
A new Center-Wide Wallboard-Abandons displays conversation-abandonment and queue-activity metrics across all queues. It opens in a new tab, uses a fixed layout, and refreshes every 30 seconds. The wallboard shows center-level and queue-level metrics-including Waiting, With Agent, Abandoned, Timed Out, ACR, Agents, Offered, Answered, Load, and Longest Wait-based on the selected filters. Learn more→v11.22.0 February 28, 2026
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Console
Persistent Virtual Backgrounds for Video Calls
Agents no longer need to reselect a virtual background before each call. After an agent sets a background, the system retains it across page reloads and sign-in sessions in the same browser and automatically applies it to future calls. Agents can still change the background during a live call. The system now also preloads background assets to reduce preview delays and improve overall performance.Collapsible Email Threading
Email replies and forwards now display the most recent message by default. Earlier messages are collapsed behind an ellipsis and can be expanded to view the full thread. The system preserves the complete conversation context, maintains correct chronological order, and enforces CC and BCC visibility rules.Work Bin (Email Parking Lot)
Agents can park email conversations in a work bin without closing them. This action immediately frees capacity and excludes parked time from Average Handle Time (AHT). When a customer replies, the conversation is reassigned to the last handling agent if available, or routed normally if not. Administrators configure wait times and rerouting rules, while supervisors can manually reassign parked conversations.Proactive Connection Monitoring and Agent Alerts
Agent Desktop now continuously monitors network quality during live calls. It detects threshold breaches—such as high round-trip time or degraded performance—and alerts agents in real time through clear visual indicators and notifications. Each alert includes actionable insights and recommended next steps. The Diagnostics view displays live round-trip metrics, highlights threshold violations, and enables agents to report issues directly from the alert, helping streamline troubleshooting and reduce call disruption.Configuration
MetaTag Support for Start Flows
You can now define MetaTags in Start Flows by using utility functions in Script nodes. Set user-, session-, and message-level tags at flow entry and reuse them across automation, conditional, and exit flows for consistent context handling.CSAT and Feedback Status Visibility in Interactions
The Interactions tab now displays a clear visual indicator for each conversation’s survey status, indicating whether a CSAT or Feedback survey was submitted, triggered but not submitted, or not triggered. You can also filter conversations by survey status to quickly audit and validate feedback workflows across supported channels.Unified Feedback Support (CSAT, NPS, Like/Dislike)
The platform now consolidates CSAT, NPS, and Like/Dislike surveys into a single Feedback framework. Administrators can configure one feedback type per channel. Contact Center-only customers use default survey dialogs, while Automation-enabled customers can customize survey flows. The Interactions page provides a unified Feedback status and consistently tracks survey triggers and submissions across all channels.Outbound Email Support in All Agent Statuses
Agents can now send outbound emails in any status—Available, Busy, Away, or custom—when they have the required permissions. A system setting controls this capability and is disabled by default. When enabled, agents can initiate outbound emails even at full capacity, without impacting inbound routing or queue prioritization.Add Agent and Customer Names to Chat Transcripts
Added a ‘Show customer and agent names in transcript’ toggle under Obscure customer info. When enabled, transcript exports include a new NameOfUser column that displays the agent name, customer name, email address, or phone number—based on availability. This update improves transcript clarity and supports compliance reviews and audits.Out-of-Hours: Queue Override and Loop Protection
Out-of-hours handling now supports a Route to Queue option that transfers conversations directly to a selected target queue when enabled, bypassing the trigger flow. The system tracks out-of-hours transfers at the conversation level and enforces a configurable maximum. When the limit is reached, the system automatically closes the conversation to prevent repeated queue routing.Analytics
Analytics for Email Handling
Average Handle Time (AHT) is now calculated from agent acceptance to the earlier of transfer to the Work Bin or completion of after-call work (ACW). A conversation is counted as Answered only when the agent sends a reply, not when the agent accepts it. Dashboards and reports now include Closed, Answered, Closed per hour, and Answered per hour metrics.Interactions Dashboard: Recent Search History
The Interactions search bar now includes an editable dropdown that displays the last 10 search phrases for the current user. You can select a previous search or enter a new one. The system moves new searches to the top of the list and automatically removes duplicates.Abandon Rate Update
The Abandon Rate now follows an industry-standard definition: calls abandoned in queue divided by offered calls, excluding calls abandoned after reaching an agent. This update applies consistently across queue reports, dashboards, wallboards, and SLA calculations. Abandon counts now include only queue abandonments, while existing breakdown views remain unchanged.Campaigns
Handle Disconnect and Transfer Errors during Agent Handoff
The system now applies standardized statuses and dispositions for power dialing handoff failures. If a user disconnects before connecting to an agent, the system marks the call as Completed with the disposition User Immediately Disconnected. If an agent transfer fails, the system marks the call as Error with the disposition Agent Transfer Error. These updates appear consistently across dashboards, retry logic, exports, and campaign reports.Campaign-Linked Disposition Sets
You can now mark a disposition set as campaign-linked by using a new toggle. Each queue supports only one campaign-linked disposition set, and campaigns can connect only to queues that have exactly one linked set. During campaign calls, the system shows only the linked disposition set in after-call work (ACW) and synchronizes it with Campaigns.API
Enhanced InteractionDetails API v2
The InteractionDetails v2 API now supports a direction filter to retrieve conversations by call type: Inbound, Outbound, or Both (default). The API also adds an optional campaignInfo field to selectedFields. When you include this field, the response returns campaign metadata for campaign-originated sessions. If you omit it, the response excludes campaign data.v11.21.1 January 31, 2026
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Console
Enable Virtual Backgrounds for Agent Video Calls
Agents can now apply, change, or remove virtual backgrounds during live video calls without interrupting the session. The feature supports predefined static and blur backgrounds, provides an in-call preview and selection UI, and works across all supported browsers and devices. Virtual backgrounds affect only the agent’s video stream, helping maintain brand consistency, protect privacy, and ensure a professional customer experience with no impact on call quality.Agent-to-Customer Screen Sharing during Video Calls
Agents can securely share a selected browser tab or application with customers during live audio or video calls to guide and resolve issues faster. The feature supports in-session start/stop controls, enforces encryption and audit logging, and automatically ends sharing when the call ends. The system controls access through a new Agent Screen Share permission and supports all compatible browsers without impacting call quality.Configuration
Editable System Agent Status Labels
Administrators can rename system-provided statuses such as Available, Away, and Busy to match internal terminology without affecting system behavior. Custom labels are supported in English, Korean, Chinese, Japanese, and German, with fallback to default names when translations are missing. Updated labels appear consistently across the Console, dashboards, and reports.Priority-Based Queue Routing
Contact Center AI supports an optional priority-based queue routing model that allows administrators to assign priority levels to queues. When enabled, agents assigned to multiple queues receive conversations from the highest-priority queue first, while maintaining FIFO order within each queue. Controlled by a system-level setting, defaults to existing routing behavior when disabled, and applies changes immediately without impacting active assignments or routing eligibility rules.Route Queued Conversations to Out of Business Hours Flow
An optional system setting now routes queued conversations to the Out of Business Hours (OOBH) flow when OOBH is triggered. When enabled, queued interactions are routed to the configured OOBH flow, while agent-waiting interactions honor the existing wait time. The default behavior remains unchanged when disabled.Agent Utils Support for Dynamic Waiting Experience
Flows now support a new Agent Utils function (setWaitingExperience) that lets developers to override the waiting experience at runtime dynamically. The most recently applied waiting experience takes precedence, enabling flows to override skill-based or earlier configurations without duplicating queues or logic. If an invalid waiting experience is provided, the system gracefully falls back to the default behavior without affecting the interaction.
Campaigns
API Integration: Contact List Schema Change Handling
When an API Integration contact list schema change affects linked campaigns, the system replaces existing columns and displays a warning listing the affected campaigns. Campaign filters are now read-only while a campaign is active, preventing changes during execution.Campaign Dispositions: Map Positive Outcomes
Campaign creation now lets users to mark specific dispositions as Positive Final Outcomes from the Dispositions tab. These selections persist and used in campaign scoring to produce more accurate, meaningful conversion metrics in analytics.Redirect Agents to Console for Preview and Progressive Voice Campaigns
For Preview and Progressive Voice Campaigns, when a call initiates while the allocated agent isn’t logged in to the console, the system displays a notification dialog. It automatically redirects the agent to the console after 5 seconds.v11.21.0 January 17, 2026
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Console
Agent Status Time Insights in the Console
The Agent Console now provides Status Insights under Agent Status to display aggregated time spent across system and custom statuses, including conversational status. Agents can view day-level insights in a pop-up and access detailed breakdowns in My Dashboard. This improves visibility into work patterns without impacting the current agent status.Standard Response Widget: Replace and Append Support
The Standard Response Widget supports Replace and Append actions to align with shortcut-based insertion. Agents can overwrite existing content or append multiple standard responses while preserving formatting and variables. For email, agents can optionally include or ignore the subject when replacing or appending, with subject options shown only when supported. When the editor is empty, only the Copy option appears, and focus returns to the editor after each action.Queue-Level Consult Without Mandatory Agent Selection
Agents can now initiate a consult by selecting only a queue, without choosing a specific agent. The system routes the consult to an available agent using existing routing logic, improving speed and usability. Direct agent selection remains supported with no impact to current routing, reporting, or monitoring behavior.Courtesy Callback Redial Updates
Courtesy callback redial now displays clear guidance for agents and supervisors. When the maximum number of redial attempts is reached, a Close Conversation option appears, directing the agent to the disposition screen. Supervisors attempting to assign such calls see a message:Maximum redial attempts reached for this number. After the first or second failed attempt, the text updates to indicate the attempt failure while still allowing the agent to redial or return the call to the queue.
Configuration
Agent Status Grouping by Queues and Operations
Agents can now belong to multiple agent groups, and each group can be associated with a relevant set of custom agent statuses. Status visibility dynamically adjusts based on group membership, reducing clutter and improving operational clarity. All updates are applied in real-time across agent profiles and consoles, without impacting existing workflows.Named-Agent Transfer Wait Before Queue Fallback
The system can hold a named-agent transfer for a configurable duration before routing it to the queue. If any named agent becomes available and accepts within the wait period, the conversation is assigned to that agent; otherwise, it falls back to existing queue routing.Parent-Child Permission Dependency Management
This update enforces parent-child permission dependencies across the Agent Console and Monitor Tab, automatically disabling child permissions when the parent is set to No/View and restoring them when re-enabled. It also resolves an earlier issue with Transfer/Close Multiple Conversations by splitting it into three granular permissions: Assign Conversations, Change Queue, and Force Close Conversations (individual or multiple). These permissions inherit their values from the parent setting, and administrators can review and update them to Yes or No as needed.Alerts for Extended After Call Work
This feature enables SLA-based alerts for After Call Work (ACW) by allowing admins to configure threshold conditions at the queue and channel level. When an agent’s ACW duration meets the configured condition, the system triggers a General Alert and notifies configured recipients via in-app notifications and/or email, including relevant details. The alert setup is fully configurable and doesn’t affect existing ACW behavior when disabled.Campaigns
Power Dialer for Voice Campaigns
The new Power Dialer mode dynamically selects and dials contacts based on agent availability and pacing ratios to reduce call abandonment. The feature intelligently prioritizes contacts and reserves agents during dialing to ensure an immediate connection. New global settings permit configurable control over agent linking and idle time, improving campaign efficiency.Per-campaign Dispositions vs Attempts Dashboard Table
Provides a campaign-level view that correlates outbound attempts with their final dispositions. This enables campaign managers to assess how attempts progress and where outcomes converge as campaigns near completion.Disposition-based Retry Configuration for Campaigns
Added a disposition-level retry configuration for Preview, Progressive, and Power Dialer campaigns, allowing campaign managers to define retry eligibility, retry count, and retry intervals per disposition. Campaign dashboards also display current disposition counts to provide visibility into retry outcomes during or after execution.Automatic Enrollment of Unreachable Contacts into Global DNC
An app-level control automatically enrolls phone numbers into the Global DNC list when repeated call attempts fail. The capability supports configurable attempt thresholds and retention periods, ensuring cleaner contact lists and reduced unnecessary dialing while preserving existing behavior by default.Analytics
CSAT Feedback Visibility in Conversations Details
Displays customer CSAT feedback directly within the Conversations details view, enabling quick visibility of submitted comments. The feedback appears contextually alongside CSAT information for improved review and insights.Error Event Visibility for Real-time Voice APIs in Agentic Apps
Error events from real-time voice APIs are now captured and displayed in Interaction Details when a response generation failure occurs. The transcript timeline shows a clear LLM error indicator with a timestamp, along with the full provider error message for improved troubleshooting and audit visibility.Voice Interaction Latency Metrics
The Conversations → Insights to Logs → Transcriptions tab now displays latency metrics for Voice interactions to help evaluate responsiveness. Customer messages show ASR latency, while bot messages show Bot, TTS, and End-to-End latency (only when a bot message follows a customer message). Unavailable values display as NA, and the entire latency block appears only for the Voice channel.API
Schedule Campaign API for Voice and SMS
A new ScheduleCampaign API enables scheduling for Voice and SMS campaigns. The API permits enabling or disabling scheduling for a campaign and overrides any existing schedule when enabled. It supports UTC-based start and end times with Daily or Weekly recurrence options, while returning a standard status and message response.Contact Management APIs: Create, Update, and Delete
The platform now supports a complete set of Contact Management APIs, including Create (existing), Update, and Delete operations. These APIs enable external systems to keep contact data synchronized, support partial updates, and permit safe deletion without impacting historical interactions. All operations enforce validation, permissions, and auditing, and remain backward compatible.