v11.20.0 December 07, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Console
Session Transfer and Access Control Enhancements The Console enforces controlled session transfers across multiple tabs, windows, or browsers to maintain consistent and secure access. A new event log entry captures session transfer confirmations for improved auditing and compliance. Email Send Confirmation for Predefined Responses The Agent Console now includes a confirmation step before sending predefined email responses, preventing accidental or incorrect outbound messages. Agents receive a prompt when selecting Send, allowing them to either send the email immediately or review and edit the content first. Default post-contact Survey Trigger The post-contact survey trigger now appears enabled by default for agents when survey triggering is configured. This change supports higher survey participation and ensures consistent handling across conversations. Agents can turn it off when needed, and existing applications retain their current behavior. Call History Tab Personalization The Call History tab now displays only the outbound calls made by the logged-in agent, providing a focused and personalized view of their call activity.Configuration
Enhanced OnConnect Message Controls OnConnect messages now support Queue, Skill, and Queue + Skill mappings for more targeted communication. The system applies the most specific match while preserving existing queue-based setups. A new toggle lets email OnConnect messages to act as one-time acknowledgment mails, triggering only on the first agent connection when enabled. Download Restrictions for Interaction Data A new permission now controls the ability to download transcripts, recordings, events, and latency reports from the Interactions tab. The Download Interaction Data permission determines who can export sensitive interaction information. Enhanced Snooze Controls and Logout Flexibility Snooze settings now support custom date-and-time durations alongside quick options, enabling precise follow-ups and improved conversation handling. Agents can log out even when snoozed items remain in the tray, and administrators can configure channel-specific rules, mandatory notes, and message behaviors to support compliance and operational needs. Queue-level Phone Number and Email Mapping Phone numbers and email addresses can now be configured at the queue level to give agents a focused, relevant selection during outbound actions. This enhancement improves efficiency by showing only queue-mapped options while still supporting access to the full list when permitted.Flows
Improved Asynchronous Error Handling in Connect to API Node The Connect to API node now supports handling client (4xx) and server (5xx) errors or failure responses in Asynchronous mode. A new ‘Handle API Failure Responses’ option lets flows detect these errors immediately and route execution to the configured onFailure path, preventing hung sessions.Campaigns
Campaign Suppression Behavior The system now reevaluates suppressed campaigns as soon as the suppression condition expires. Campaigns become eligible again when cool downs end, active chats close, or conflicting campaign templates no longer apply. Because this is an event-driven process, the system reconsiders a suppressed campaign for display only when a new event triggers evaluation. Global and Campaign-Specific DNCs Now Mandatory The platform now enforces the use of both Global and Campaign-specific Do Not Call (DNC) lists to ensure compliance and consistent campaign management. A default Global DNC list is automatically created for new accounts or when Campaigns are enabled. Only one Global DNC can exist at a time, and selecting a DNC list is now mandatory during Voice Campaign creation. Handling of DNCs - Global and Non-Global Global DNC (GDL) lists automatically apply to all Voice Campaigns, followed by Campaign DNC (CDL) lists. Voice Campaigns use both GDL and CDL for contact filtering, while SMS and Proactive campaigns rely only on their respective DNC lists. Changes to Global DNCs don’t impact active or paused campaigns, ensuring campaign stability. Disable Answering Machine Detection (AMD) for Preview and Progressive Modes Answering Machine Detection (AMD) is now disabled for Preview and Progressive dialing modes to provide consistent call behavior. For Agentless campaigns, AMD remains available with configurable detection options, offering improved accuracy and reliability in call outcomes. Latest Execution List View The Latest Execution List View now displays all calls from the most recent or active campaign run, with key call details. Users can view call information, identify calls excluded by filters or DNC lists, and access conversation details to better understand campaign outcomes. Inform Agent Info and Availability Campaigns now maintain accurate, real-time information on agent queues, skills, and availability. This enhancement ensures that campaigns always have up-to-date agent data, enabling efficient workload management and appropriate call assignment. DNCs - List View UI Changes The DNC list view now displays all numbers in a selected DNC list, along with their validity details. Only one list per application can be marked as Global, and marking a new list as Global automatically removes the previous Global status. Contact Center AI and Agent Desktop Updates Disposition codes now include a Type field for improved categorization. When agents select “Call-Me-Later” or “Agent-Call-Me-Later,” they must specify a callback time, ensuring better scheduling and follow-up accuracy. Contact Lists - Support for Agent-Customer Relationships Contact lists can now include Agent IDs to establish direct agent-customer relationships. This enhancement lets campaigns to prioritize high-value customers and use relationship-based dialing to improve engagement efficiency. Dynamic Contact Filters Campaigns now support dynamic filters, enabling campaign managers to define precise contact subsets based on specific conditions. This feature ensures targeted outreach, improved segmentation, and better campaign performance through automated filtering and updates.Analytics
Interactions Dashboard - Email Channel Details The dashboard now includes key email fields—Subject, From, To, CC, and BCC—within the transcript for clearer visibility of email interactions. The EmailSubject field is available as an optional column, and all email fields are searchable, helping users locate relevant conversations. Interactions Dashboard - SmartStatus Filter The dashboard now supports filtering by SmartStatus, a new, fine-grained, business-relevant version of the conversation status. The Details tab displays both the original Status and the new SmartStatus for the conversations.v11.19.1 November 19, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Campaigns
Export and Import Web Campaigns The platform now supports exporting and importing artifacts for Proactive Web Campaigns. This feature lets users to replicate and reuse entire campaign configurations across different apps, workspaces, or environments, ensuring consistency and significantly reducing setup time. Proactive Web Campaign Logs A new Logs section offers enhanced visibility into web campaign activity. Users can review recent campaign events, apply date-based filters, and export logs for analysis, ensuring better visibility into campaign performance.API
Call Details API (v1) - Enhanced with Disconnect Event Fields The Call Details API (v1) now includes disconnect event fields, providing better visibility into conversation termination details. This enhancement maintains backward compatibility while improving reporting and analytics.v11.19.0 October 25, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Console
Email Inline Suggestions and Contact Management Agents now receive inline email suggestions as they type in the To, CC, and BCC fields, pulled from a company-wide address book. Administrators can manage the contact list using a CSV upload, including names, emails, and tags. The system prevents duplicate or invalid addresses while allowing multiple contact selection. Email Threading Support Contact Center AI now supports email conversation threading using standard email headers. Previously, emails sent to external clients appeared as separate messages even within the same thread. To resolve this, threading logic has been implemented using Message-ID and Reference headers, ensuring replies are correctly linked to their original email chains. This enhancement enables seamless conversation continuity, so both internal users and external recipients view related messages as part of the same thread. Existing console threading remains available for backward compatibility. Email Forwarding Agents can forward email conversations to internal or external recipients, preserving the full thread. Forwards include “Fwd:” prefix, maintain all formatting, images, links, and attachments (with per-file selection), and allow adding custom text before sending. Editable TO, CC, and BCC Fields in Email Replies and Forward Agents can now edit TO, CC, and BCC fields when replying, replying all, or forwarding emails, with support for multiple recipients and validation. Replies preserve threading using Message-ID and Reply-To. Forward opens with empty fields. Administrators can enable or disable this feature account-wide; it’s enabled by default.Configuration
Queue-Level OnConnect Message Configuration for All Channels Administrators can now configure queue-specific OnConnect messages for all channels, including Email, with the default message acting as a fallback. Queue-level messages override the global message, providing context-aware greetings for customers while maintaining existing Voice and Chat behavior. End-of-Conversation Event Triggers on User Chat Termination Administrators can configure a custom command that contains at least 6 characters, including one special character. When a user types this command, it automatically triggers the End-of-Conversation Event on the Agent AI Widget. Extend Email Session Timers Email sessions can now remain active until manually closed, with configurable timers extending up to 30 days. Administrators can adjust queue wait time, overdue, inactivity, and auto expiry settings to prevent premature session closure. Default settings remain unchanged for backward compatibility.Analytics
Bulk Transfer of Chats, Calls and Emails to a Human Agent Supervisors can transfer multiple chats, calls, and emails simultaneously from the Agents or Queue tabs to specific agents or queues. Transfers respect agent capacity, channel eligibility, and status restrictions, and automatically notifies of failures or overload situations. Role-based permissions control access, and blended accounts are required for multi-channel transfers.API
Call Details API: Callback and External Transfer Tracking The Call Details API now captures callback and external transfer events with new tracking fields. QueueEntry includes CallbackOpted, CallbackOptedTime, and CallbackInitiatedTime for both caller and system-initiated callbacks. AgentTransfer objects add ExternalTransferTime and ExternalTransferDestination fields for transfers to external parties, improving call-handling metrics and reporting accuracy.v11.18.0 September 27, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Console
Extend Sentiment Analysis to Voice and Email Channels Sentiment analysis is extended to voice and email interactions for a unified experience. Voice sentiment is derived from transcribed text, and email sentiment comes from the message body. Results follow the same visualization as chat and are available in the Agent Desktop, Monitor tab, and Dashboards. The enhancement reuses the existing Sentiment Analysis setting in Advanced Settings, with no new configuration required. When disabled, no data is captured; when enabled, sentiment is consistently available for chat, voice, and email. Maximize External Widgets Contact Center agents can maximize external widgets in the Console to view and interact with their full content. A Maximize button opens the widget in a resizable, draggable overlay within the interface, while the original layout remains unchanged. Only one widget can be expanded at a time, and it stays on top while switching conversations, automatically updating content for the active conversation. Minimizing or closing the widget returns it to its original size and position, improving accessibility and efficiency without altering supervisor-configured layouts. Email Resend Capability Agents and supervisors can resend emails directly from the Console. The “Resend” button opens the email composer with the original content and recipient prefilled, allowing edits to the message body or attachments before sending. Resent emails retain formatting and references, are sent as new interactions, and are linked to the original email in the timeline for audit and traceability, improving efficiency and communication accuracy.Configuration
Conditional Group Routing (CGR) Conditional Group Routing (CGR) dynamically expands the pool of agents across queues to optimize utilization and reduce customer wait times. Administrators can configure rule-based sharing of agents between queues within the same division, using KPIs such as Estimated Wait Time (EWT) and Average Handle Time (AHT), combined with real-time agent availability. The system evaluates rules sequentially and in real-time, incrementally adjusting the agent pool, enforcing wait periods, and optimizing assignments to maintain service levels. Honor Agent Wait Time Before Queue Timeout A new toggle in Agent Settings → Answer Mode ensures conversations honor the full agent wait timeout before applying the queue wait timeout. When enabled, the queue timeout pauses while the conversation waits for agent acceptance, preventing premature closures. By default, the toggle is disabled for backward compatibility. Remove Chats When Disconnected in Queue and Control Interruption Messages Administrators can now configure separate timers for customer interruptions: one for chats in queue (default: 30 seconds) and another for after the agent accepts the call. Disconnected chats while in the queue are removed from the agent tray based on the configured queue timer. Disconnected chats after an agent has handled them remain in the agent tray for the duration set under Customer Interruption after agent transfer. Interruption messages for customers and agents can be enabled, disabled, or customized as needed. Application-Level System Settings for Call Recording and Other Agent Controls Key settings, including Call Recording Control and Answer Call on First AI Agent Response, are now moved to System Settings, enabling cross-product access for customers. LLM Streaming flag removed from Advanced Settings. SLA Configuration UI Revamp The SLA configuration screen now opens as an inline overlay for consistency with other configuration screens, allowing users to add, edit, and delete SLAs while retaining all existing functionality and validations. Removal of Inbound Option from User Attributes The Inbound option in User Attributes → Enable Voice has been removed as inbound voice calls are always enabled for all users. Its removal simplifies the configuration experience, with no impact on existing functionality.Campaigns
Voice Campaigns: Support for Experience Flows Without Phone Numbers Voice campaigns can now be associated with experience flows that don’t include phone numbers, extending support to agentless, progressive, and preview campaigns. The Caller ID dropdown lists all eligible outbound-only and inbound-outbound numbers, regardless of flow association. For active, scheduled, or paused campaigns, linked numbers and flows can’t be deleted.Analytics
Change Logs for Contact Center AI The Contact Center AI logs are now integrated into the Change Logs under App Settings → App Profile. All CCAI log entries generated after the cutoff date are stored in this new repository and displayed in the proper format, including the app name. The Admin Console’s Audit Log will no longer capture CCAI activity after the cutoff date; older entries remain accessible there for reference. This ensures a clear separation between Admin Console operations and Contact Center AI change tracking. Latency Report (Beta) The Latency Report provides visibility into ASR, Bot, TTS, and end-to-end delays at node and call levels. Users can generate latency data for specific calls by enabling the relevant call control parameters, and only these calls will offer the option to download the Latency Report. Administrators can apply threshold-based filters to identify calls that exceed defined latency values. The report is available in CSV format, with key fields including Session ID, Agent, Queue, CSAT, and latency metrics. A new option in the Interactions page allows downloading a component-wise latency report for detailed analysis of delays. Debug Log for Flows Contact Center AI nodes now support debug logging within the Flow Builder, extending the existing debug log functionality. Users can view detailed, real-time logs for each step in a flow, including timestamps, step names, input/output data, error messages, and context variables, similar to those found in automation nodes. Logs cover triggers, node execution, task assignments, notifications, digital forms, human tasks, actions taken, and flow completion. Bulk Transfer and End of Calls, Chats, and Emails in Agent Queues App Owner, Administrators, Supervisors, and App Developers can bulk transfer or end multiple conversations across chat, email, and voice channels directly from the Monitor tab. Users can select a queue, view active conversations, and perform multi-selection to transfer conversations to another queue or end them with a confirmation. This update streamlines workload management, improves operational flexibility, and reduces manual effort in handling agent queues.API
Secure Forms and PII Data Access Using GetMessagesV2 API The GetMessagesV2 API has been enhanced to support secure access to form data. In the GET method, a new query parameterincludeSecureForm is included, and in the POST method, a new field includeSecureForm is included in the request body. When enabled, both options include the form inputs submitted by users in the response, extending access to secure form and PII data.
Campaign Creation API: Support for SIP Numbers as Caller ID
The Campaign Creation API now supports using pre-registered SIP numbers as Caller ID across all dialing modes. This enhancement expands flexibility in configuring Caller ID for campaigns, allowing SIP phone numbers to be set in addition to existing options.
v11.17.1 September 15, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Analytics
Obscuring Customer Information in Interactions Dashboard, Export, and Details Slider New advanced settings enable customers to control how end-user information appears in the Interactions dashboard. Three configuration options are available:- Replace Customer Column with User ID on main page-displays the User ID instead of email or phone in the dashboard.
- Disable Userinfo tab in Details slider-hides the Userinfo tab from the Details slider.
- Replace Customer Column with User ID in export file-shows User ID instead of email or phone in exported reports.
All options are disabled by default, and customers who don’t enable them will see no change in behavior.
v11.17.0 August 23, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Console
Translation Support for Historical Digital Conversations The Chat History Tab now supports translation for past digital interactions, using the same controls and settings as the Live Agent Console. This update enables agents, supervisors, and auditors to review multilingual conversations without the need for external tools, ensures consistent UI behavior, and prevents redundant translation calls. Email Arrival Summarization, AI Content Disclaimer, and Fallback Message Email interactions now include arrival summaries with intent, sentiment, queue details, and wait time, bringing feature parity with other channels. All LLM-generated summaries display the disclaimer “AI-generated content - verify before using” to ensure transparency. When summarization is disabled or fails, the system shows the fallback message “Summarization is disabled.” Existing summarization workflows in other channels remain unaffected. This enhancement improves agent context, supports compliance, and provides clear user feedback. Improved New Message Handling in Agent Console The agent console no longer auto scrolls when new user messages arrive, preventing disruption during conversation review. Instead, a floating “New Messages” option appears if the agent has scrolled up. Selecting the option scrolls to the latest message, after which the option disappears. This update enhances usability, preserves reading context, and grants agents complete control over when to view new messages. GenAI-Based Disposition Prediction for Agent Wrap-Up Contact Center Agents now receive AI-generated disposition code suggestions at the end of conversations. Using LLM analysis of the full transcript and disposition set metadata, the system recommends the most relevant wrap-up code, which displays in the disposition bar with options to accept it with one click or override it manually. This improves accuracy and reduces wrap-up time.Configuration
Automatic Away Status for Agent Inactivity Administrators can configure the system to automatically set an agent’s status to Away when the Agent Inactivity Wait Time is breached after a conversation becomes overdue. When enabled, the system updates the agent’s status to ‘Away’, prevents the agent from receiving new interactions, displays the updated status in the Supervisor dashboard, and applies existing routing rules for the ‘Away’ status. Configurable CSAT Survey Trigger for Agent-Closed Conversations A new toggle, Trigger CSAT only for agent-closed conversations, is now available in CSAT survey settings. When enabled, surveys are sent only when a conversation is manually closed by an agent, excluding closures due to inactivity, queue timeouts, or user disconnections. This update improves CSAT accuracy by reducing unnecessary survey triggers. Support for Special Characters in Agent customId The customId field now supports all special characters except spaces and backslashes, resolving previous errors during creation or updates. The character limit is 64, with validation applied consistently across the Admin Console, APIs, and backend services. This enhancement improves routing flexibility and operational mapping without affecting existing records, metrics, permissions, APIs, or Dynamic Routing. Revised Channel Attachment Rules for Default Welcome Flows Administrators can no longer attach channels to the Default Welcome Voice flow or Default Welcome Chat flow. Channels already attached to these flows will continue to function as configured. However, if a channel is reattached to a different flow, it can’t be reattached to a Default Welcome Voice flow or Default Welcome Chat flow. HTML/CSS Email Templates for Response Templates and Surveys A Code View option is now available in the email message editor for Response Templates and Survey Forms. Users can paste or write HTML/CSS code, switch between rich text and source views without losing content, and preview the final design before sending. This enhancement enables the creation of structured, branded, and reusable email templates, ensuring consistent formatting across senders and recipients.Web SDK
Click-to-Call Capability for Web SDK Using Experience Flow Configuration The Web SDK now supports a Click-to-Call option, enabling website visitors to start voice calls directly from the UI. Calls route through configured flows, share assistant transcripts with human agents, and support recording, transcription, and ACW. The button is disabled by default and can be configured using the theme editor. Sessions log separately in the dashboard and can be initiated before, during, or after bot/chat interactions. In live chat, the agent receives a closure notice and is redirected to ACW. Multiple SDK configurations and flexible deployment methods (npm, script tag, source modification) are supported.Analytics
Transcripts Log Updates for Maximum Retry Handling The transcripts log now displays timeline messages when maximum retries are exceeded and the configured fallback action is triggered. Instead of appearing as user transcription messages, the log indicates the scenario. For example, when a No Input timeout is exceeded and a fallback action is triggered, the message “Max no-input attempts reached” is shown. This update helps app users easily understand the reason behind the triggered action.API
Fetch Conversation Details by Session ID A new Public API is available to fetch conversation details using the Parent App Session ID. The API returns conversation details only when a successful agent handoff has occurred in the session. If no handoff exists, it returns the error: “Conversation not found for the given session id.”v11.16.1 August 11, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Configuration
Support for Google and Custom Translation Engines The system now supports Google Translate and Custom Translation Engines, alongside the existing Microsoft Translator. Administrators can configure their preferred translation providers under ‘Language Management’ → ‘Translation Engine Configuration’, utilizing secure access keys. The selected translation engine is uniformly applied across all translated views, including the Agent Console, Dashboard, Monitor, and ACW Summary. Access to manage these engine settings is restricted to authorized users. This support offers increased flexibility, improved compatibility, and enterprise-level control over multilingual interactions.Campaigns
Cooldown Time for Proactive Web Campaigns Proactive Web Campaigns now support a configurable Cooldown Time, allowing users to control how often widgets display to a visitor within a single session. The setting defaults to 0 minutes and caps at 30000 minutes. During cooldown, no other widget appears, even if rules are met, though visitor activity continues to be tracked. The update also adds a “Greater Than or Equal To” operator for the Page Visit Count rule. Only one widget displays at a time, ensuring a clean user experience. SIP Number Support for Preview and Progressive Dialers Voice Campaigns now support SIP numbers for both Preview and Progressive dialing modes, extending functionality beyond Agentless campaigns. This enables customers, such as those with SIP-only infrastructure, to use SIP numbers consistently across all campaign types.v11.16.0 July 26, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.BotKit
BotKit Events for Key Contact Center Actions BotKit now emits key contact center events (agent acceptance, transfers, session closure, disposition submission, and join/leave actions) with structured JSON payloads, enabling real-time CRM sync via customer-defined logic. Admins can configure event types from the BotKit settings panel, with support for retry mechanisms, custom headers, and full traceability logging.Console
Improved Channel Identification with Distinct Interaction Icons Introduced distinct icons for each interaction type—including inbound voice calls, callback requests, voicemails, emails, and chats—to enhance visual clarity and reduce agent confusion. Tooltips with localized labels appear on hover to support quick identification. These icons now appear consistently across the conversation tray, monitor tabs, and dashboard views. This update enables agents to prioritize real-time interactions, enhances supervisor visibility into queues, and aligns the visual design with enterprise workflows. Auto Prefill Country Code for External Consult Calls The external consult call dialer now pre-fills the country code based on the agent’s last completed consult call, reducing manual input and speeding up outbound call setup. If no previous call exists, the field defaults to system settings or remains editable. Agents can override the pre-filled value before dialing, ensuring flexibility and minimizing call errors due to manual entry. Reply All Functionality Added to Email Channel The email interaction panel now includes the “Reply All” option alongside the existing “Reply” option. Agents can review and modify recipients before sending the message.Configuration
Control Supervisor Join/Exit Notifications Added a new system setting that allows administrators to disable supervisor join and exit notifications shown to end users during live conversations. This functionality is enabled by default, displaying messages when a supervisor joins or exits a chat. To disable the notifications, administrators can turn off the toggle. The setting takes effect in real time, persists across sessions, and is recorded in the audit logs for traceability. This update supports silent supervision and helps meet compliance or customer-specific requirements. Queue-Based Filtering for Response Templates Added a new “Queue Match” toggle to the response group configuration settings, allowing administrators to control the visibility of standard responses based on the interaction queue. When enabled, responses in the group are shown only to agents handling conversations from selected queues. This setting works in combination with existing Skill Match and Agent Group Match filters, ensuring response templates appear only when all configured conditions are met. The feature enhances contextual relevance, improves agent efficiency, and helps enforce queue-specific communication standards. All updates take effect immediately and are recorded in audit logs. Voicemail Notification in General Alerts The General Alerts system now includes voicemail-specific alerts to notify supervisors when unattended voicemail counts exceed defined thresholds or remain unresolved beyond a set duration. Admins can configure alerts per queue, define count and time thresholds, and select notification types such as toaster or email. Supervisors receive timely notifications to manage backlogs and uphold SLAs. All voicemail alerts are logged, auditable, and scalable for future expansion.Campaigns
Support for Custom Object Fields in Proactive Web Campaign Rules Proactive Web Campaigns now support rule evaluation using fields from a nested Visitor Object (custom object). This enhancement enables customers to: Push key-value pairs dynamically from the Visitor’s Object into the campaign rule engine. Evaluate these fields in real-time as part of campaign trigger conditions. Drive personalized campaigns based on visitor activity and custom attributes. This provides greater flexibility in targeting and responding to visitor behavior on web properties. New Built-in Fields for Proactive Web Campaign Rules The Proactive Web Campaigns feature now supports four additional built-in fields for enhanced targeting:- Device (dropdown with a list of values): Supports operators-IS, CONTAINS, TEXT_BEFORE, TEXT_AFTER, STARTS_WITH, BEGINS_WITH.
- URL (string): Supports the operators ‘IS’ and ‘CONTAINS’.
- PageName (string): Supports the operators ‘IS’ and ‘CONTAINS’. These fields expand campaign rule flexibility based on user context and page metadata.
Analytics
Supervisor Disposition Editing via Dashboard-Interaction Tab Supervisors can now edit disposition codes for completed conversations directly from the Dashboard → Interaction Tab.- Editing is restricted to post-conversation only; agents retain control during live sessions.
- Supervisor updates override previously submitted dispositions.
- Alerts linked to updated disposition codes trigger as configured.
- All edits are captured in logs and analytics.
Integration
Voice Automation and Agent AI Integration with Genesys Cloud CX via SIP Invite The Voice Automation and Agent AI integration with Genesys Cloud CX via SIP Invite enables the following:- Transferring Voice calls that start in Contact Center AI to Genesys Cloud CX via SIP INVITE.
- Passing session-specific metadata (such as Session ID) through SIP headers.
- Automatically loading the Agent AI widget in the Genesys desktop with full bot context, using the existing voice stream from Kore to Agent AI—without needing Audiohook.
v11.15.1 July 12, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.User Management
Refined Queue Visibility Permissions The Queue Visibility permission has been restructured to enhance clarity, minimize configuration issues, and provide a more consistent experience for supervisors.- Queue Visibility now exclusively controls visibility of queues in the Monitor tab.
- The “None” option has been removed from the permission settings.
Configuration
Skill Reassignment in “Default No Agents Available Chat Flow” The issue is resolved where previously assigned skills remained visible even after applying a new skill during the “Default No Agents Available Chat Flow.” Skills are now properly removed when usingagentUtils.deleteSkills() with Skill IDs.
For example, agentUtils.deleteSkills(["skillAId", "skillBId"]);
v11.15.0 June 30, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Agent Console
Real-Time Translation in Agent Console Real-time translation is now natively integrated into the Agent Console, eliminating the need for BotKit. This enhancement provides seamless multilingual support across the contact center. Queue-Based Consult Call for Voice Channel Agents can now initiate consult calls to a specific queue, allowing them to engage with available internal agents before taking further call-handling actions. This enhancement improves flexibility and maintains continuity in voice interactions. Play Incoming Alerts Through Speaker A new setting enables agents to route incoming interaction alerts (calls, consults, chats) through the computer speaker, even when headphones are connected, preventing missed alerts by allowing sound to play through external speakers when needed. User Diagnostics: Connectivity and Server Reachability Testing A Connectivity, Bandwidth, and Server Reachability Test is added under the User Diagnostics → Connectivity tab. This enhanced diagnostic test enhances visibility into media connectivity and voice quality by performing STUN/TURN checks and a loopback test call to the Voice Gateway server. Fixed Issues With External Agent Consult Call Handling Resolved multiple issues impacting External Agent Consult calls:- Swap button disabled during dialing: The ‘Swap’ button is now disabled while the external consult call is connecting. It becomes active only after the external agent answers.
- Proper disconnect handling: If the internal agent ends the consult call before the external agent picks up, the external leg disconnects immediately, stopping the ringing.
- Ghost call prevention: Fixed a race condition that caused conversations to remain stuck in the Monitor tab after call transfers. Now, sessions are correctly cleaned up when any party disconnects.
Agent Management
Configurable Omission of Language in ACD Routing A new configuration option is included to support flexible routing logic by allowing language to be excluded from ACD (Automatic Call Distribution) routing decisions.- The Agent Settings tab now includes a new toggle, Omit Language in Routing, under Additional Routing Configurations.
- Default state (Disabled)—language remains part of the routing criteria.
- When enabled, the routing engine excludes language from its decision-making process.
- Administrators and Supervisors can simplify routing when language isn’t required.
- Supports use cases with external translation services.
- Applies across all channels in real time.
Migration
Translation Capabilities of SmartAssist Migrated to Contact Center AI (CCAI) All translation-related features from SmartAssist are now available in CCAI, ensuring consistent functionality and a unified experience. Translation capabilities- Dashboard Transcript Translation: Translate button with language selector to view original and translated messages.
- Monitor Tab: Translate button in conversation view.
- Disposition Summary: Post-call summary data translation support.
- Internal Chat Translation: The Translate button in supervisor-agent chat displays original and translated content.
- Translation Configuration: Centralized settings for Microsoft Translator; enable/disable translation for Live Agent Desktop, Dashboard, Monitor, ACW Summary, and Internal Chat.
Campaigns
Status Tracking for Campaign Outbound Calls New status and reason values (for example, No Answer, Busy, Network Failure, Answer Machine Detected, Hang-ups) are extended to Campaign Outbound calls. These updates apply across the Interactions dashboard (list, detail, export), Reports (Detail and Segment), and APIs (Conversation List, Details, and Export). This ensures consistent reporting and visibility across all outbound call types.API
Start and Stop Campaigns This API enables users to programmatically start or stop campaigns usingeither CampaignName or CampaignID, with either the Run or Stop action. The API requires AccountID and AppID in the URL and returns the execution instance ID on success. Enables automation of campaign execution via backend scripts.
Campaign Status and Results
This API enables users to retrieve the execution status (active, paused, stopped, or completed) or detailed result data for completed or stopped campaigns using account, app, campaign, and execution IDs. The results include per-contact data such as phoneNumber, DialerOutcome, BotOutboundStatus, and agent disposition codes. Supports automated campaign lifecycle tracking via background scripts.
Add and Retrieve Contacts in Contact Lists
These APIs enable the management of contacts in Contact Lists programmatically.
- The
POSTAPI allows adding up to 100 contacts per call usingContactListID, supporting mapped and unmapped fields. - The
GETAPI retrieves all contacts with pagination support (skip,offset,hasMore). Duplicate handling follows the list’s append-and-duplicate configuration, which is fixed at creation.
- Create campaigns by specifying configuration such as channel, flow name, contact list, DNC list, priority, caller ID, and retry logic.
- Retrieve all stored properties of a campaign using its Campaign ID.
- Remove a campaign using its Campaign ID.
"API-Passive". These APIs can be used to:
- Create a contact list by specifying
Contact List Name,Type, andDuplicateCheck. - Retrieve all metadata for contact lists (excluding contact data).
- Delete a contact list along with all its contacts.
- AMD Parameter Support: All AMD detection variables (
amd_human_detected,amd_machine_detected,amd_tone_detected, etc.) are now available in both the context object and notify URL payload for use in Bot Builder. - Greeting Message in Context: The detected greeting message is now passed in the context for use in bot flows.
greetingCompletionTimeoutMsHandling: The timeout now functions correctly, preventing message cutoffs afteramd_machine_detected.- Custom Notify URL Headers: The Dialout API now supports custom headers in the notify URL, enabling customers to receive enriched event data.
v11.14.1 June 14, 2025
This update includes enhancements and bug fixes. The key enhancement included in this release is summarized below.Configuration
Disabling Contact Center Permissions Supervisors and admins with full user management access can now disable contact center permissions for users without deleting their accounts. This action:- Prevents users from handling interactions or changing their status.
- Keeps all account data intact.
- Marks users with a “disabled” tag in user management and search results.
- Excludes users from active lists and assignments.
v11.14.0 May 31, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Agent Console
Manual PII Redaction Agents can quickly redact or mask sensitive data, minimizing the risk of storing or exposing PII and aiding compliance with data privacy regulations. Role-based permissions enable supervisors to control access to redaction, ensuring that only authorized users can perform these actions. Supervisor Support Request Agents can now directly request supervisor support from their console during a conversation, providing context and clarity. These requests can be sent to specific supervisors or groups (all or skill-based). Only logged-in and available supervisors will be notified and see the support message in their internal chat. Permissions govern agents’ ability to send requests and supervisors’ ability to receive notifications, enabling adaptable support management. Disable ‘Assign’ Button for Supervisors During Call Connection Stage The ‘Assign’ button is now disabled for supervisors when a call is in the connecting stage between the agent and the customer. If a supervisor attempts to click ‘Assign’ during this stage or when the connection fails due to negative scenarios, an error message appears, preventing reassignment. This update ensures that supervisors can’t prematurely reassign calls, thereby avoiding issues such as a blank console for the already connected agent.Configuration
Identification of Returning Customers Within 24 Hours A new context variable,isReturn24h, is now available. This variable is automatically set to ‘true’ if a user contacts the center within 24 hours of their previous interaction. Accessible from the beginning of the call flow, the variable allows for customized greetings, routing, and escalation strategies for repeat callers. Administrators can leverage this variable in Split Nodes, Start Flows, Conditional Flows, Exit Flows, and Dialogs to streamline workflows, minimize user frustration, and accelerate issue resolution. To provide a better understanding of repeat interactions, a new ‘Returning Users’ column has been added to the Queue Performance dashboard and the Queue Metrics Summary Report (CSV).
Translation Support for Internal Chats
Internal chat translation between supervisors and agents is now available to support multilingual contact centers. This feature automatically translates conversations, allowing agents and supervisors to view both original and translated messages. Supervisors and Agents can apply their preferred language settings configured in the dashboard or monitor. Administrators can control this functionality by enabling or disabling internal chat translation within the translation engine settings. This update extends the existing translation capabilities to internal communications, ensuring effective multilingual interactions and consistency.
Analytics
Expanded Alert Configuration: From Service Levels to General System Events The alert system now supports general system events, including exporting the Interaction Details Report, dashboard data, or segment-based reports. This update expands the service level configuration into a flexible alerting framework that covers operational metrics and system events. Admins and supervisors can monitor user activities to ensure compliance, while contact center operations teams gain improved visibility and quicker response to critical or unusual events. Display Industry Standard MOS and Jitter Values in Diagnostics Page The Diagnostics page now displays industry-standard values for MOS and Jitter with the average, minimum, and maximum scores. An ‘Industry Standard’ tooltip is included beside each MOS and Jitter metrics set, providing agents and supervisors with a clear benchmark for evaluating call quality. This enhancement enables users to more effectively assess call performance by comparing actual values against established standards. Default FLAC Format for Downloaded Call Recordings Across All OS Platforms Voice call recordings downloaded from the Interactions page will now be in the .flac format by default on all operating systems, including macOS, regardless of whether they’re single merged files or individual segments. This change ensures that downloaded files have the correct extension and are compatible with internal audio players, allowing agents and supervisors to play recordings directly without needing to convert them or manually use external tools. Interactions Dashboard: Customer Column Data Replaced with User ID A new boolean property—“Replace Customer Email/Phone in Interactions Dashboard with User ID”—is now available in the Advanced Settings. When enabled, the “Customer” column in the Interactions Dashboard displays the User ID instead of the customer’s email address or phone number. This change only applies to customers who activate the setting; others will see no change in the dashboard display. This enhancement supports organizations that prefer anonymized identifiers for improved privacy or system alignment. Skills Filter Added to Wallboards A new Skills filter is now available in the wallboards. Positioned immediately after the Queues filter, this multi-select field allows supervisors to select one or more skills to refine the data shown. When skills are selected, the wallboard displays conversations associated with the chosen skills, in combination with other active filters. If no skills are selected, the wallboard presents data without applying a skills-based filter, maintaining existing behavior.Campaigns
Validation Checks for Campaign-Linked Phone Numbers in SMS and Voice Channels Improved validation prevents deletion of phone numbers or flows linked to active, paused, scheduled, or existing SMS and Voice campaigns. Deletion of phone numbers or queues used by campaigns is restricted, with error messages guiding users to remove links first. SMS channels now support both Simple and Advanced messaging in Inbound-Outbound mode. Additionally, deleting voice flows or queues tied to campaigns is blocked, ensuring campaigns can’t run without the required phone numbers or queues. Pagination and Sorting in Campaigns, Contacts, DNC Lists, and Templates List views for Campaigns, Contacts, DNC lists, and Templates now support pagination and sorting, improving navigation and data management. Campaign Managers see the total number of items, the current range displayed on each page (for example, 1-50 of 250), and can easily navigate using next, previous, or direct page number selection. The interface allows filtering and sorting by Last Updated date to quickly access recent changes, while campaigns support sorting by priority to focus on high- or low-priority items. Each page displays up to 50 items for easier browsing. After applying filters or making updates, users remain on the current page to maintain context. These enhancements streamline the management of large data sets across the platform.v11.13.1 May 17, 2025
This update includes only bug fixes.v11.13.0 May 03, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Agent Console
Real-time Sentiment Capture and Visualization The Agent Console now displays real-time sentiment updates and a clickable graph visualizing emotional shifts over time, enabling agents to respond more quickly and empathetically during live conversations, enhancing the customer experience with actionable insights into sentiment trends as they occur. Voice Issue Reporting Enhancement The Console and Monitor tabs now include an enhanced ‘Help’ menu with a ‘Report Voice Issue for Current Call’ function. This allows agents and supervisors to report voice problems easily via a standardized form. The system collects issue details and logs upon submission, sends internal notifications, and confirms the report. Improved Global Dialing Using Outbound Dialer The outbound dialer widget now displays “Enter your phone number with country code” when the Global option is selected. It guides agents to include the country code and prevent failed call attempts due to missing country codes. Show ‘Unavailable’ in Arrival Summary When Sentiment Is Missing When sentiment analysis is configured but no utterances are available to analyze, the Sentiment field in the arrival summary will now display “Unavailable” instead of remaining blank. This ensures users are informed that sentiment is intentionally missing due to a lack of conversational data, not an error.Configuration
Bulk Export for Standard Responses Admins and supervisors can now export all standard responses as a single CSV file using the new Export option available on the Standard Response configuration page. This enhancement simplifies compliance and validation processes by removing the need for manual effort and retaining essential metadata, such as user ID, category, last modified date, auto expire status, description, skill match, and agent group match. The file downloads automatically through the browser and remains accessible only to authorized users, ensuring secure and controlled access. Email CSAT Configuration The Email CSAT Configuration now allows administrators to enable or disable surveys for email conversations. Administrators can configure the Request & Gratitude message and Survey Frequency. The “Advanced Survey Conditions” section allows administrators to toggle survey triggers for no agent availability and outside business hours. These updates offer greater flexibility in configuring CSAT surveys for email communications.Analytics
Interactions Page: Call Status Update for AMD Detected Calls Supervisors can now view updated call statuses for calls disconnected after being identified as a machine through AMD detection.- Interactions Page: The following information will be displayed
- Status: Completed,
- Mode: Machine Detected.
- Insights to Logs tab:
- Status: Completed (Closed),
- Mode: Machine Detected,
- Reason: Machine Detected,
- Disconnecting Event: System,
- Smart Status: Closed.
This enhancement provides a clearer understanding of why calls are disconnected after machine detection.
Campaigns
Create and Apply Filters in Voice, SMS, and Proactive Web Campaigns Campaign Managers can create, duplicate, mark as default, delete and edit filters for Voice, SMS, and Proactive Web Campaigns. API Integrated Contacts for Voice Campaigns Campaign Managers can now configure voice campaigns using API-based contacts for any of the supported dialing modes—Agentless, Progressive, or Preview—enabling streamlined integration with external systems. Additionally, attaching a contact list to a campaign using an API sync configuration establishes a real-time connection with a third-party database, ensuring the campaign accesses up-to-date contact information directly from the external source.API
Updated API Endpoint Naming for Export/Import The public Export and Import APIs now use corrected endpoint names that follow proper naming conventions. This change ensures clarity, consistency, and easier integration for developers using these APIs. Existing functionality remains unchanged; only endpoint paths have been updated for accuracy and clarity.v11.12.1 April 19, 2025
This update includes enhancements and bug fixes. The key enhancement included in this release is summarized below.Configuration
Deflection Flow Node Added The voice channel now supports a new Deflection Flow node, allowing for the seamless continuation of existing Deflect to Chat configurations within SmartAssist experience flows. This new node, found in Start and Conditional Voice flows, supports both default and custom flows while preserving original chat deflection behaviors. To utilize this deflection flow, users must upgrade from SmartAssist to XO v11, which includes Automation AI.v11.12.0 April 05, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Agent Console
Agent Console Search Functionality The Agent Console’s search functionality allows agents to quickly find active customer conversations using phone numbers, emails, or names. Located in the conversation tray, it shows results as agents type and lets them click to open conversations. Enabled by default for all agents, this enhancement reduces handling time and improves efficiency with no setup required. Disposition Alerts for Supervisor Attention Supervisors will receive real-time alerts when disposition codes requiring supervision or unresolved issues are tagged in a conversation. This feature ensures prompt action and user follow-up. When Disposition Alerts are enabled, supervisors receive:- Proactive in-platform notifications for flagged dispositions.
- Automated email alerts are sent to their registered UXO platform email.
- Multi-language support, with emails and notifications translated based on the conversation language.
- Automatic widget availability upon console load, even without an active conversation.
- A persistent widget until explicitly closed or refreshed.
- Dynamic updates for widgets are dependent on conversation context, ensuring seamless transitions when a conversation is selected.
- Support for proactive workflows, allowing agents to initiate actions or access data before engaging with customers.
- A comprehensive view of previous interactions, helps agents understand customer context.
- Voice call conversation volleys are displayed through the conversation transcript, ensuring quick access to past discussions.
Configuration
Total Digital Conversation Limit The Total Digital Conversation Limit improves agent workload management across all digital channels. When enabled, this unified limit automatically marks agents as “system busy” once they reach their combined conversation threshold, regardless of channel type. AgentUtils: Transcript and Voice Call Recording Controls for Agent Desktop App developers can control transcript visibility and voice call recording generation on the Agent Desktop through script nodes before agent transfers. UsingagentUtils.setAgentTranscribe({transcribe:false}), transcripts can be hidden from agents with appropriate notifications displayed.
Using agentUtils.setAgentRecordingControl({record: "stop"}) prevents voice call recording generation with corresponding notices. These functions can be used individually or together for complete control over agent interaction documentation.
Campaigns
Emergency SMS Campaigns Campaign Managers can run or rerun SMS campaigns as ‘Emergency’ for urgent communication. Users can choose Run to execute campaigns based on priority or Run as Emergency to bypass schedules and process immediately at full capacity. Enhanced API Call Tracking and Contact Data Storage in Logs Campaign managers can view detailed API call logs for contact lists, including Date and Time, Contact List Name, Campaign Name, Status, and Description, ensuring better tracking of API activity. Additionally, all contacts fetched via API calls are stored and made available as downloadable files, enabling users to debug potential issues efficiently. Dynamic API Key Handling for Contact Import in List Management Campaign managers can now get the API key value from environment variables (plain or encrypted) when adding contacts through API integration in List Management.Analytics
Skill Metrics Daily Report The Skill Metrics Daily Report provides a daily summary of performance based on conversation skills. This report groups data by Skill and Day, with no grouping by channel or direction. Enhanced Sorting for Queues, Agents, and Interactions Supervisors and agents can sort Queues, Agents, and Interaction tabs to manage workloads efficiently. This enhancement provides:- Sort in ascending and descending order for key columns.
- Persistent sorting across periodic 5-second data refreshes.
- Sort within active filters, ensuring relevance.
- Automatic reordering when multiple items share the same sorting metric, prioritizing by arrival time.
v11.11.1 March 15, 2025
This update include only bug fixes.v11.11.0 March 04, 2025
This update include enhancement and bug fixes. The key enhancement included in this release is summarized below.Agent Console
Agent Channel Selection Control Added new permission that enables you to configure custom roles to select the interaction type for upcoming interactions from the following options:- Voice & Digital
- Voice
- Digital
- Workload Control: Ability to focus on preferred interaction types.
- Reduced Context Switching: Focus on a single channel at a time.
- Improved Efficiency: Better management of interaction flow.
- Clear Status: Visual indication of current channel selection.
Configuration
Summarization with External Models in Contact Center AI Contact center admins can configure and integrate custom AI models, supporting additional languages and tailored summarization prompts. Key benefits- Contact Center Admins
- Configure external Gen AI models and define custom summarization prompts.
- Manage summarization across additional languages via custom models.
- Extend summarization capabilities beyond native Contact Center AI support.
- Agents
- Leverage external AI models for more flexible and accurate conversation summaries.
- Ensure consistent summarization across multiple languages and use cases.
- Provides greater flexibility in handling agent unavailability scenarios.
- Ensures better visibility into waiting conversations, allowing supervisors to intervene.
- Reduces missed interactions by notifying agents of potential SIP registration issues.
Campaigns
Full Access to Mapped and Unmapped Contact Fields in Campaigns All mapped and unmapped fields from Contact List records are now accessible in Dialog Tasks and Experience Flows via theUserSession context object. Developers can retrieve metaInfo data through the context object for seamless integration.
Advanced SMS and Agentless Dialer Campaigns can use mapped and unmapped contact fields, enabling dynamic customer interactions. Campaign managers can utilize contact record fields in the UserSession context object to build more personalized SMS campaigns.
Analytics
Center-Wide Wallboards A new wallboard is introduced for comprehensive center-wide data visualization. Key features- New Tab Display: Dedicated browser tab view for wallboard display
- Full-Screen Capability: Optimized for HDTV displays
- Resolution: 4K support (3840 × 2160 pixels)
- Aspect Ratio: 16:9
- Live Data Updates: 60-second refresh cycle with real-time field updates
- Fixed Layout Design: Standardized, non-customizable widget arrangement
v11.10.0 February 12, 2025
This update include enhancement and bug fixes. The key enhancement included in this release is summarized below.Supervisor Console
Monitor and Intervene in Bot-led Interactions This update includes new permissions, filtering options, and intervention capabilities to help supervisors monitor and manage bot-led conversations effectively. Key benefits- Greater visibility into bot-handled conversations.
- Improved control over conversation routing.
- Enhanced ability to maintain conversation quality.
- Flexible filtering options for better workflow management.
Configuration
Support for Queue Name inagentUtils.setQueue
The agentUtils.setQueue function is enhanced with queue identification capabilities and improved error handling.
- The function now accepts Queue IDs and Queue Names.
- Direct ‘Queue ID’ resolution without additional API calls.
- Added validation for queue names in numeric format.
- A new error message for unsupported queue name formats.
API
Fetch Real-Time Agent Status Distribution Introduced a new API endpoint to fetch real-time agent status distribution. Fetch Agent ID Using Custom ID (Extension Number) Custom IDs can effectively retrieve agent IDs if mapped one-to-one. However, in scenarios where the organization has multiple agent IDs for the same custom ID, it will return an array of agent IDs.Analytics
Interaction Details Enhancement The ‘Copy All’ functionality in the Interaction Details tab now includes additional information fields: Timezone and Caller and Callee Numbers.v11.9.1 January 25, 2025
This update include enhancement and bug fixes. The key enhancement included in this release is summarized below.Agent Console
Connection Status Alerts A new status indicator at the top of the Agent Console shows the connection state and automatically updates when:- The connection is lost (offline),
- Reconnection is in progress, or
- The connection is restored (online).
Configuration
Enhanced IVR channel Flow Multiple prompts in the IVR voice channel flow are combined into a single message before being handed over to the Virtual Assistant using the Automation Node. A “Prompt: True” flag indicates the system awaits user input, ensuring smooth and uninterrupted communication. Key benefits:- Ensures effective user input capture.
- Prevents call disconnections.
- Maintains seamless transitions between the IVR Welcome Voice Flow and the Automation Node.
Voice Gateway (v0.9.3-rc4)
Deepgram TTS Support This update includes Deepgram TTS support to complement their existing ASR integration. Deepgram is now available as a TTS option when configuring Start Flows and Voice Preferences. All Deepgram voices can be selected, and Deepgram TTS can be set using call control parameters. This enables the use of Deepgram TTS across the XO platform, with existing flows working successfully using Deepgram voices.v11.9.0 January 05, 2025
This update include enhancement and bug fixes. The key enhancement included in this release is summarized below.Agent Console
Enhanced Contact Recognition for Better Customer Service This enhancement improves how saved contact information is displayed during customer interactions to help agents deliver more personalized service. Key updates:- Automatic contact name display for inbound/outbound interactions.
- For the saved contact entries, phone numbers now show associated contact names instead of
Anonymous. - Updates are visible in the chat history and interaction pane.
- Instant recognition of known contacts for personalized customer interactions.
- Reduced time spent identifying callers.
- Consistent contact display across all interaction points.
Supervisor Console
Improved Supervisor Monitoring with Callback and Voicemail Filters Supervisors can now improve their monitoring efficiency using specific filters for callback and voicemail interactions in the Monitor tab, with a new callback icon for better visibility. Filters can be combined with existing agent, queue, and status filters.Configuration
Configurable Repeat Notification Alerts for Improved Response Time The enhanced notification system ensures agents never miss an incoming interaction. Key updates:- Configurable notification intervals (5s, 10s, 30s, 1min).
- Unified sound alerts for transfers and incoming interactions.
- Visual loop notification icon in settings; disabled by default for all accounts.
- Fewer missed interactions.
- Customizable alerts based on team needs.
- Automatic alert management based on agent actions.
- Simplified notification system with combined transfer alerts.
- Blended Agents toggle to enable/disable it at the organization level.
- System Busy activates only when all slots (voice and digital) are full. The existing channel-specific system busy logic applies when blended mode is disabled.
- Efficient handling of mixed interaction types.
- Better resource utilization.
- Clearer agent availability status.
- Real-time streaming of rephrased responses.
- Bot delay response behavior controls.
- Role-based access controls (Full Access for Admins/Supervisors).
Campaigns
Decoupling Flows and Numbers for SMS Campaigns This update decouples flows and numbers in Advanced SMS Campaigns to offer more flexible flow and number selection. Key updates:- Independent flow and number selection.
- Access to all published start flows.
- Comprehensive caller ID options from available numbers.
- Greater campaign configuration flexibility.
- Simplified flow selection process.
- More efficient campaign setup.
- Better control over outbound messaging.
Analytics
External Transfer Status Tracking This update adds detailed transfer status visibility across the Interaction Dashboard, Reports, and API. Key updates:- Success/failure status tracking.
- Transfer mode and reason reporting.
- Consistent status display in the dashboard, reports, and API.
- Detailed failure reason reporting (“No Answer,” “Busy,” “Declined”).
- Better transfer outcome monitoring.
- Improved transparency for external transfers.
- Standardized status tracking across platforms.
- Clear visibility into transfer failures.
Chat = Chat Count; Live chat conversations ongoing or waiting in a queue.
Messaging = MessagingCount; Messaging conversations ongoing or waiting in a queue.
Email = Email Count; Email conversations ongoing or waiting in a queue.
API
Call Termination Tracking Added to Call Details API (v2) The Call Details API (v2) has been updated to include thedisconnectingEvent parameter to provide clearer visibility into call termination reasons.
Voice Gateway (v0.9.3-rc4)
Fetch Again Option for Failed Recordings This update provides clear visibility of the call recording status for failed interactions, including predefined failure scenarios and reprocessing capabilities using a “Fetch Again” button. This allows agents and supervisors to take appropriate action when call recordings fail to be retrieved or processed. Enhanced SIP Trunk Options To enhance the flexibility and compatibility of the SIP Trunk configuration, two new fields have been added to the ‘SIP Trunk’ configuration. These fields give more control over how DID numbers are handled and DTMF signals are transmitted. Key updates:- E.164 Syntax Checkbox: Adds ’+’ prefix to DID numbers during origination attempts to comply with E.164 formatting standards.
- DTMF Types Dropdown: Choose from the following DTMF signaling methods for SIP Trunk - RFC 2833 (Default option) or Tones.