v3.14.1 June 14, 2025

Patch Release

This update includes feature enhancements and bug fixes.

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.

When supervisors attempt to add disabled users to a list, the system displays the “disabled” tag. Analytics data remains unchanged, but excludes information from users who are disabled. Once a user is disabled or deleted, they are removed from the agent node and all related configurations. Learn more.

Flows

Conditional Triggering of ‘Gather’ Verb in Automation Node

To improve input handling and prevent unintended dialog flow execution, the ‘Gather’ verb now triggers only when no dialog flow or use case is configured in an automation node. With this update, ‘Gather’ activates solely in automation nodes that do not have a defined dialog flow or use case, ensuring input is collected only when necessary.

Voice Gateway

SIP Trunk

Wildcard Pattern Matching for DID Assignment

Wildcard pattern matching for DID assignment is now supported in SIP trunk configurations, streamlining large-scale deployments and reducing manual effort. Administrators can use patterns like 123* to map multiple similar DIDs to SIP trunks and experience flows, eliminating the need to list each DID individually. Incoming calls are matched against these patterns, and the system triggers the associated experience flow. If multiple patterns match, the system selects the one with the most specific match (the highest number of matching digits). This enhancement improves routing accuracy and supports rapid, error-free configuration. Learn more.

v3.14.0 May 31, 2025

Minor Release

This update includes feature enhancements and bug fixes.

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. Learn more.

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 cannot prematurely reassign calls, thereby avoiding issues such as a blank console for the already connected agent.

Configuration

SmartAssist Instance Export Feature

The SmartAssist Instance Export feature allows administrators to back up their contact center configurations during migration to the XO v11. It exports published experience flows, agent forms, users, roles, queues, skills, and other related entities.
Service levels, channels, API setups, automation bots, and other select components are currently excluded. This feature reduces migration risk and streamlines the onboarding process. Learn more.

Flows

Agent Transfer Node: Restriction on Prompting Tasks and Dialog Configuration

An explicit note warns against using prompting nodes within the connectToAgent dialog in the Agent Transfer node. Learn more.

Analytics

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. Learn more.

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 are 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. Learn more.

Voice Gateway

Channels

Repeat User Identification for Voice Channel

This enhancement enables consistent recognition of returning users across all communication channels using predefined identifiers. It enhances routing accuracy and personalization in voice interactions while providing unified insights into user behavior for administrators, supervisors, and contact center operations teams. Learn more.

Call Control Parameters

Support for ‘Speed’ Parameter in Elevenlabs TTS

The Elevenlabs Text to Speech (TTS) integration now supports the ‘speed’ parameter, allowing control over the speech playback rate. This enhancement enables adjusting the speaking speed for a more natural and customized audio output.

Text to Speech (TTS)

Added New Deepgram TTS Voices

Four new English voices—Helena, Electra, Thalia, and Vesta (a slower, senior-friendly option)—are now available in the Deepgram TTS integration. Bot developers can select any of these voices to enhance the user experience and tailor voice interactions to specific audience needs. These additions offer greater flexibility in voice customization, enhancing caller engagement.

v3.13.1 May 17, 2025

Patch Release

This update includes bug fixes.

v3.13.0 May 03, 2025

Minor Release

This update includes feature enhancements and bug fixes.

Agent Console

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 enables agents and supervisors to easily report voice issues via a standardized form. The system collects issue details and logs upon submission, sends internal notifications, and confirms the report. Learn more.

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, preventing failed call attempts due to missing country codes. Learn more.

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 streamlines compliance and validation processes by eliminating the need for manual effort while retaining essential metadata, including 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. Learn more.

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. Learn more.

Introduction of Exit Events and Automatic Dialog Task Execution on End-of-Conversation Trigger

SmartAssist now includes the Agent AI Events (Exit Events) section that marks the end of a customer interaction. Here, you select an end-of-conversation Dialog Task to run automatically once the exit event triggers.

In the Agent AI > Configuration section, ‘Welcome Events’ is renamed to ‘Conversation Events’. The Conversation Events section allows you to configure events that automatically trigger at the beginning and end of a conversation. You can configure the following events:

• Welcome Events: Pre-configured greeting messages and dialog tasks that automatically trigger when a conversation is assigned to an agent in the Agent AI widget.
• Exit Events: Pre-configured dialog task or conversation summary that automatically runs when the end-of-conversation event triggers.
  

  Note: You can enable either the dialog task or the conversation summary for the Exit Events section.

Learn more.

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. Learn more.

Monitor: Queue Filters and Agent Name Display

Supervisors can now use quick filters in the Queue tab to easily segment conversations by state, such as those waiting in a queue or with the agent, for faster action. Waiting for Agents is now a quick filter option. Two predefined quick filters will be enabled by default and displayed as tags. Users can edit, delete, or add up to four custom quick filters (five total, including the default). This functionality extends to Agents and Interactions tabs, without predefined templates. Additionally, agent names now appear for conversations pending acceptance, ensuring consistent information display and improving visibility for quicker decision-making. Learn more.

API

Call Details API Enhancement: Automation Bot ID Tracking

The Call Details API is enhanced to include the Automation Bot ID for all interactions, regardless of whether an agent is involved or a transfer occurs. This enhancement ensures that the bot ID is captured and returned in API responses, even if the bot fully resolves the conversation without an agent transfer. In cases where an agent transfer occurs, the Bot ID will be recorded before the transfer. This update enables supervisors and admins to accurately track bot performance, improve reporting on automation effectiveness, and ensure consistency in bot analytics. Learn more.

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. Learn more.

Voice Gateway

SIP Trunk

SIP Header Format Preservation in Voice Automation Transfers

Voice Gateway now preserves the original format of SIP header names (specifically User-to-User headers—UUI) when sending them back to third-party contact centers during inbound call transfers to Voice Automation. The change applies to SIP Refer and SIP Invite methods in UUI Data Settings, agentutils/voiceutils functions in Automation AI, and channel override templates.

Text to Speech (TTS)

Support for Emma Voice in IVR Channel

The IVR channel now supports additional Emma voice options under the Microsoft Azure TTS provider. Users can select the following voices at the Start Flow, the first node of the Start Flow, and Voice Preferences settings:

• en-US-EmmaMultilingualNeural (Female)
• en-US-EmmaNeural (Female)
• en-US-Emma:DragonHDLatestNeural (Female)
• en-US-Emma2:DragonHDLatestNeural (Female)

This enhancement ensures greater flexibility and consistency in voice experience across IVR flows.

LLM Streaming Support for Additional TTS Providers

LLM Streaming is now supported for ElevenLabs and Deepgram TTS. This enhancement enables faster and more natural audio generation across a broader range of text-to-speech (TTS) engines, improving real-time responsiveness and user experience in voice interactions.

v3.12.1 April 19, 2025

Patch Release

This update includes feature enhancements and bug fixes.

Configuration

Agent Notification on Customer or Network Disconnection

Agents now receive real-time notifications when a customer or the network unexpectedly disconnects during a live chat, such as due to a socket timeout. Administrators can configure the inactivity duration before the system closes a customer socket. This feature improves agent awareness and enables prompt follow-up when necessary. Learn more.

Voice Gateway

Accurate Caller Number in SIP Headers

When a call is transferred to an agent from a third-party desktop, the caller number set in the script node is passed through SIP headers instead of the DID number. This ensures accurate caller identification on external agent tools. This enhancement is currently applicable only for Experience Flow-based call transfers. Learn more.

v3.12.0 April 05, 2025

Minor Release

This update includes feature enhancements and bug fixes.

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. Learn more.

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.

Learn more.

Independent Widget Loading

Custom widgets load independently of conversation selection, enabling agents to access and interact with widgets. This enhancement allows:

• Automatic widget availability upon console load, even without an active conversation.
• A persistent widget until explicitly closed or refreshed.
• Dynamic widget updates depend on the 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.

Learn more.

Call History for Inbound and Outbound Calls

Agents can view past call details for both Inbound and Outbound calls in the Call History section of the Agent Console. This enhancement provides:

• 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.

Learn more.

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. Learn more.

AgentUtils: Transcript and Voice Call Recording Controls for Agent Desktop

Bot developers can control transcript visibility and voice call recording generation on the Agent Desktop through script nodes before agent transfers.

Using agentUtils.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.  Learn more.

Analytics

Enhanced Translation Capabilities in the Dashboard and Monitor Tabs

Supervisors can set a default translation language using the translation dropdown in the Dashboard Interactions tab, enabling automatic conversation translations upon opening. They can also unmark the default language to disable automatic translations. In the Post-Interaction Summary, users can translate summaries using a Translate button. The Queues, Agents, and Interactions tabs also support on-demand translations using the Translate button. Learn more.

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. Learn more.

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.

Learn more.

Voice Gateway

New Call Control Parameters to Support Deepgram

New call control parameters have been added to improve transcription quality when Deepgram ASR is used. The parameters can be configured directly in the call control section of experience flows, allowing users greater control over transcription output.

• smart_format: Enables automatic formatting of numbers, dates, and punctuation for improved readability.
• filler_words: Controls the inclusion of filler words (um, uh, like) in transcriptions.
• keyterm: Boosts the Keyword Recall Rate (KRR) for important keyterms or phrases by up to 90%.

Updated TTS Selection for OpenAI TTS

The text-to-speech provider name has been updated from “Whisper” to “OpenAI TTS” to improve clarity and align with the OpenAI brand. This change can be seen in three key areas of the platform: Start Flow, Voice Preferences, and the general settings of the Start Node. Learn more.

Configurable Answering Machine Detection (AMD) for Inbound Calls

The Experience Flows now include an Answering Machine Detection (AMD) option (‘Start Flow’ → ‘Answering Machine Detection (AMD)’), which can be selectively enabled for inbound calls. The flag helps reduce latency by preventing unnecessary AMD processing. When enabled, the system will detect answering machines in incoming calls and store the results in context variables that can be used in Dialog/Experience flows. This feature is only available for Voice Start Flows and includes a checkbox that allows users to automatically disconnect calls upon machine detection, streamlining call handling based on specific business requirements. Learn more.

Expanded Amazon Polly Voice Selection in TTS Dropdown

When ‘AWS Amazon Polly’ is selected as the Text-to-Speech (TTS) engine, users can now access the full list of generative voices available for AWS Amazon Polly. These voices can be selected at the following locations:

• Flows & Channels → Start Flows,
• Start Node in a Start Flow,
• Kore.ai Voice Gateway → Voice Preferences → Manage

v3.11.1 March 15, 2025

Patch Release

This update includes feature enhancements and bug fixes.

Configuration

Voice Chat Functionality Using Script

The Voice Chat functionality facilitates communication between customers who prefer voice interactions and agents who handle chat interactions, particularly when they speak different languages. This system incorporates ASR (Automatic Speech Recognition) across languages and a translation layer to connect customers and agents speaking different languages. Learn more.

v3.11.0 March 04, 2025

Minor Release

This update includes feature enhancements and bug fixes.

Queue Visibility

Queue Visibility Permissions Enforced for System and Custom Roles

This release addresses an issue with the Queue visibility permissions, as explained below.

Previous behavior:

• The system did not properly consider Queue visibility permissions for user roles.
• Users could view all agent groups and queues, even those they were not part of, regardless of their assigned permissions.

Fix provided in this release:

• The release ensures that Queue visibility permissions are correctly enforced for both System and Custom roles.
• Users will now have access to queue-related and agent-group-related data based on their assigned visibility permissions (Self, All, or None).
• Users from other agent groups will not be editable.

Retaining the older experience:

• If a supervisor cannot view agent groups, it is likely because their Queue visibility permission is set to “Self” or “None.”
• To grant the supervisor access to all agent groups, update their role permissions by changing the Queue visibility setting to “All”.
• Alternatively, consider cloning the System role with Queue Visibility set to “All”.
• This will allow the supervisor to view all queues and agent groups, ensuring access to the necessary data on the Monitor and Configuration screens.

Configuration

Enable/Disable Conversations to Wait Till Queue Timeout

This configurable setting allows supervisors and admins to enable or disable the waitTillQTimeout property. This enhancement provides better control over how long conversations wait in the queue before transitioning to the no-agent-available flow.

Key benefits

• 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.

Learn more.

Analytics

Queue-Specific Wallboards Introduced

When creating a wallboard, you can now select the “Queue-specific” wallboard from the wallboard type dropdown on the creation screen. This new wallboard type allows for queue-specific monitoring and management. Learn more.

Interaction Details by Segment Report

The Interaction Details by Segment Report is a comprehensive report that covers how all interactions were processed for each segment. Learn more.

“Today” Added to Service Level Time-Period Filter

Monitor > Service Levels

The “Today” option is added to the time-period filter dropdown. Selecting “Today” displays all values based on conversations retrieved from the user’s current day, starting from 12:00:00 AM midnight, according to the user’s system time zone. Learn more.

Voice Gateway (v0.9.3-8)

Voicemail Notification & Recording and Call Metadata Using the ‘Utility’ Function

A voicemail notification can be sent using the voiceutils, enabling automated customer notifications for voicemail events.

• message: Before the voicemail is recorded, a customizable prompt, such as “Please leave your voicemail now,” is played to customers.
• beepRequired: It controls whether a beep sound plays after the prompt, signaling to customers that the voicemail recording is starting.
• transcriptionRequired: Enables/disables automatic voicemail transcription. When enabled, it generates text transcription upon recording completion.
• notifyUrl: Endpoint for receiving voicemail notifications.
  Format: https://your-domain/endpoint.
• metaInfo: Customizable metadata included in notifications. 

Voicemail Recording API

A new public API endpoint has been introduced to retrieve voicemail recordings. Learn more.

Simplified Parameter Updates for ASR/TTS Configuration

When modifying language settings or ASR/TTS parameters in Call Control Parameters, users can now specify the fields to be updated using the minimal required parameters. The system retains all existing parameters. This simplified approach applies to Node-Level and Channel-Level Call Control Parameters, reducing redundancy and streamlining the configuration process.

Improved Audio Handling During Hold State

This update optimizes audio processing and storage during hold periods. The existing behavior remains unchanged for Consult calls, Conference calls, and Multi-party interactions.

During hold periods, the system:

• Suspends transcription generation for customer audio.
• Suspends transcription generation for agent audio.
• Automatically resumes transcription when the hold state ends.

When a customer is on hold (self-initiated or agent-initiated):

• Temporarily stops recording customer-side audio.
• Temporarily stops recording agent-side audio.
• Automatically resumes recording when the hold state ends.

Learn more.

Answering Machine Detection (AMD) for Inbound Calls

The AMD capability is extended to include inbound call detection, matching the existing functionality available for outbound calls. This feature enables the automatic detection of fax machines during inbound calls.

The AMD detection can now be configured in Dialog Task (first node), Channel override templates, and Bot response configurations.

Recording Control for Outbound Calls

The Transcribe utility function now supports the following when integrated with external agent transfers via SIP Invite:

• Start/Stop recording control
• Pause/Resume functionality

Learn more.

Display ‘Call Control’ Options During the Dialing Stage

The Keypad and Mute options are accessible even when a call is being dialed. This enhancement ensures uninterrupted user interaction with IVR systems, even if the CALL_CONNECTED event and 200 OK status are not received from the AudioCodes SBC.

Key benefits

• Allow seamless IVR navigation without waiting for connection confirmation.
• Reduce disruptions caused by delayed network responses.
• Enhance agent experience by maintaining essential call controls at all times.

Learn more.

Audit Log for SIP Trunk Configuration Changes

An audit log for all SIP Trunk configuration changes is maintained. This feature enables developers and administrators to track modifications, including who made the change and when.

v3.10.0 February 12, 2025

Minor Release

This update includes feature enhancements and bug fixes.

Agent Console

Improved SSO Logout Process

The agent logout process is improved to provide better control over authentication sessions and ensure accurate reporting of agent availability. This update addresses session management challenges and enhances the accuracy of agent activity tracking. Learn more.

Agent AI Localization

Agent AI now supports English, French, Italian, Spanish, Japanese, Korean, and Chinese localization.

Supervisor Console

Monitor and Intervene in Bot-led Interaction

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.

Learn more.

Quick Agent Information Pop-up on Monitor Tab

Hovering over an agent’s name in the agents’ tab shows key details about the agent, reducing the need to navigate multiple screens. Learn more.

Configuration

Conversation Translation for Post-Call Summaries

Administrators can configure and manage the translation settings (Configuration > Advanced Settings) by turning on a toggle to enable the translation of post-call summaries and selecting Microsoft Translator. Learn more.

Support for Queue Name in agentUtils.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.

Learn more.

API

Fetch Real-Time Agent Status Distribution

Introduced a new API endpoint to fetch real-time agent status distribution. Learn more.

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. Learn more.

Analytics

Interaction Details Enhancement

The ‘Copy All’ functionality in the Interaction Details tab now includes additional information fields: Timezone and Caller and Callee Numbers. Learn more.

Kore Voice Gateway (v0.9.8-1)

Audit Log for ‘SIP Trunk Configuration’ Changes and Proper Failure Reasons

The audit logs now record the following information when the SIP trunk configuration is updated.

• Updated Time Stamp along with Time Zone
• Updated by

Whenever a SIP Trunk or Phone Number configuration fails—whether during the setup of a new one or deletion of an existing one—the system displays the relevant failure reasons.

Mask PII Data in Debug Logs

The user input’s Personal Identifiable Information (PII) data will be masked in the debug logs.

v3.9.1 January 25, 2025

Patch Release

This update includes feature enhancements and bug fixes.

Kore 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 Experience 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 Kore.ai XO platform, with existing flows working successfully using Deepgram voices.

v3.9.0 January 05, 2025

Minor Release

This update includes feature enhancements and bug fixes.

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.

Key benefits

• 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. Learn more.

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.

Key benefits

• Fewer missed interactions.
• Customizable alerts based on team needs.
• Automatic alert management based on agent actions.
• Simplified notification system with combined transfer alerts.

Notification alerts automatically stop when an agent takes action – either accepting/rejecting the interaction, sending their first message, or when a supervisor reassigns the interaction, or it times out in the system. Learn more.

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”).

Key benefits

• Better transfer outcome monitoring.
• Improved transparency for external transfers.
• Standardized status tracking across platforms.
• Clear visibility into transfer failures.

Updated Queue Load Calculation for Blended Conversations

DASHBOARD > Queues & Agents

The modified queue load formula accurately reflects the blended conversation handling. It represents how agents manage multiple conversation types simultaneously across voice, chat, messaging, and email channels.

Queue Load = (Voice + Chat/3 + Messaging/8 + Email/10) x 100 / Available Agents

Where

Voice = Voice Count; Ongoing or waiting in queue (including Voicemails or Callbacks before turning Outbound).
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 the disconnectingEvent parameter to provide clearer visibility into call termination reasons. Learn more.

Kore 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. Learn more.

Enhanced SIP Transfer Options

To enhance the flexibility and compatibility of the SIP Transfer configuration, two new fields have been added to the ‘SIP Transfer’ 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 Transfers – RFC 2833 (Default option) or Tones.

Learn more.

Microsoft Teams Integration for Inbound and Outbound Calls

In the SIP Transfer configuration page, the MS Teams option is added under the Network field to support SIP transfers directly to Microsoft Teams for both inbound and outbound calls. Learn more.