This document provides information on the various releases and the corresponding feature updates and enhancements introduced in version 3.x.x of the SmartAssist application.
v3.30.0 October 31, 2026
Minor Release
This update includes feature enhancements and bug fixes.
Analytics
Abandon Rate Calculation Aligned to Industry Standard
Abandon Rate across all dashboards, reports, wallboards, and SLA screens now uses the industry-standard definition: calls abandoned in queue, plus terminations due to no agents available, divided by offered calls. This applies to the Queues and Agents dashboard, Queue Metrics Daily and Interval reports, Center-wide and queue-specific wallboards, and the Abandonment Rate SLA. Learn more.
v3.29.1 October 17, 2026
Patch Release
This update includes bug fixes.
v3.29.0 September 26, 2026
Minor Release
This update includes bug fixes.
v3.28.1 September 12, 2026
Patch Release
This update includes bug fixes.
v3.28.0 August 29, 2026
Minor Release
This update includes feature enhancements and bug fixes.
Configuration
Separate Permissions for Configuration and Analytics Wallboards
Wallboard access is now controlled by two independent permissions – Contact Center Wallboards in Configuration and Wallboards in Analytics – letting administrators grant access to each wallboard area separately. The Analytics wallboard permission is enabled by default for all built-in and custom roles. Learn more.
v3.27.1 August 08, 2026
Patch Release
This update includes bug fixes.
v3.27.0 July 25, 2026
Minor Release
This update includes feature enhancements and bug fixes.
Configuration
Custom Additional Fields for Agent Profile
Administrators and App Owners can now create custom key-value fields in Agent Profile using the UI or existing Agent APIs, and these fields appear across all agent profiles. Custom fields propagate through agent context and are included in analytics exports and reports. Learn more.
v3.26.1 July 11, 2026
Patch Release
This update includes bug fixes.
v3.26.0 June 27, 2026
Minor Release
This update includes feature enhancements and bug fixes.
Console
Timeline Events for Chat Transfers in the Console and Transcripts
Chat transfers now appear as system-generated timeline events in the conversation, showing the transferring agent, timestamp, and transfer target — whether a queue or another agent. These events are visible to receiving agents, in supervisor monitoring views, and in conversation transcripts.
Configuration
Network Disruption Notification Delay
Administrators can now configure a delay of 3 seconds to 1 minute before agents see a “Customer got disconnected” notification, suppressing it if the customer reconnects within that window. This reduces notification noise from short-lived connectivity interruptions, such as SDK reloads. Learn more.
Analytics
Download Plain Text Transcript from the Conversations Dashboard
A new ‘Download Plain Text Transcript’ option is now available in the Conversations Dashboard, alongside the existing Download Transcript option. An Export Plain Text Transcripts bulk action is also available, supporting up to 25 conversations at a time. Learn more.
v3.25.1 June 13, 2026
Patch Release
This update includes bug fixes.
v3.25.0 May 30, 2026
Minor Release
This update includes feature enhancements and bug fixes.
Analytics
Separate Email Channel Metrics in Queue Performance
The Queue Performance section now displays Email as a dedicated channel alongside Chat and Call, with metrics for Average Response Time, Average Resolution Time, and Average ACW Time. Email interactions are no longer grouped under Chat, ensuring accurate, channel-specific insights for each queue. Learn more.
v3.24.1 May 09, 2026
Patch Release
This update includes bug fixes.
v3.24.0 April 25, 2026
Minor Release
This update includes feature enhancements and bug fixes.
Configuration
Separate Max Wait Time for Live Chat Transfers
Two independent queue wait timers are now supported: Before Agent Transfer and After Agent Transfer, allowing differentiated handling of conversations. The initial timer applies when a conversation first enters the queue; the post-transfer timer applies when it re-enters after an agent transfer, resetting at transfer. If the post-transfer value is not configured, the system defaults to the primary timer, and existing fallback flows continue to trigger as expected. Learn more.
Analytics
Update Agent Status Label: “Deleted” → “Inactive”
The “Deleted” label has been replaced with “Inactive” wherever Agent Name appears across reports, dashboards (Queues, Agents, Interactions), wallboards, filters, and configuration screens. All relevant APIs — Call Details, Conversations, and Agent Status Detail — now return “Inactive” instead of “Deleted,” ensuring consistency across UI and data outputs.
Voice Gateway
Call Transcription
Transcription Language Selection for Manual Outbound Calls
Agents can select a transcription language during manual outbound calls via a dropdown that includes enabled languages from user attributes, plus an Autodetect option. If no selection is made, the bot language is applied by default. Any language selected will be saved for future calls, with the option to modify it before each call. Learn more.
v3.23.1 April 11, 2026
Patch Release
This update includes feature enhancements and bug fixes.
Console
Queue Transfer: Agent Availability Visibility
During transfer initiation in the Console, the system now displays the number of available agents for each queue. This gives agents real-time visibility into selecting the right queue, avoiding congestion, and making better routing decisions — without impacting existing transfer functionality. Learn more.
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.
v3.23.0 March 28, 2026
Minor Release
This update includes feature enhancements and bug fixes.
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.
v3.22.1 March 14, 2026
Patch Release
This update includes feature enhancements and bug fixes.
Voice Gateway
Configuration
System Error Fallback Settings
Admins can configure fallback behavior to end or transfer a call with a message, with support for static or dynamic transfer targets and SIP headers. Answer Call on Bot Response is enabled by default for new bots to improve fallback handling and call reliability. Learn more.
v3.22.0 February 28, 2026
Minor Release
This update includes feature enhancements and bug fixes.
Configuration
MetaTag Support for Start Flows
Developers can now add MetaTags in Start Flows using Utils functions within Script Nodes. User, session, and message-level tags can be set at flow entry and reused across automation, conditional, and exit flows. Learn more.
Add Agent and Customer Names to Chat Transcripts
A new ‘Show Customer and Agent Names in Transcript’ toggle is added under Obscure Customer Info. When enabled, transcript exports include a new ‘NameOfUser’ column displaying the agent name, customer name, email, or phone number — in order of availability. This improves clarity, compliance review, and audit readiness. Learn more.
Analytics
Abandon Rate Update
The Abandon Rate calculation has been updated to follow industry standard: abandoned-in-queue divided by offered calls, excluding calls abandoned while already with an agent. This definition applies across queue reports, dashboards, wallboards, and SLA calculations. Abandoned counts reflect only queue abandonments, while existing breakdown views remain unchanged.
v3.21.1 January 31, 2026
Patch Release
This update includes feature enhancements and bug fixes.
Configuration
Agent Utils Support for Dynamic Waiting Experience
Flows now support a new Agent Utils function (setWaitingExperience) that allows 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. Learn more.
v3.21.0 January 17, 2026
Minor Release
This update includes feature enhancements and bug fixes.
Console
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
Named-Agent Transfer Wait Before Queue Fallback
The system can hold a named-agent transfer for a configurable duration instead of immediately 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. Learn more.
Analytics
CSAT Feedback Visibility in Interactions Details
Displays customer CSAT feedback directly within the Interactions details view, enabling quick visibility of submitted comments. The feedback appears contextually alongside CSAT information for improved review and insights. Learn more.
API
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 allow safe deletion without impacting historical interactions. All operations enforce validation, permissions, and auditing, and remain backward compatible. Learn more.
Voice Gateway
ASR and TTS
TTS Providers: Required Language Support
The platform ensures that all natively supported TTS providers offer support for required languages wherever the vendor supports them. This applies to AWS Amazon Polly, Google, Microsoft Azure, ElevenLabs, OpenAI TTS, Deepgram, and similar integrations. The required languages include English, Japanese, Spanish, German, Arabic, French, Hindi, and Filipino.
Model Selection for ASR and TTS Providers
The platform now allows model selection for ASR and TTS providers directly from the app-level and Start Flow-level UIs. The selected model is consistently applied across design-time and runtime voice scenarios, including interactions, transcriptions, and monitoring, without requiring call-control parameters.