2.3.x Release Notes

This document provides information on the various releases and the corresponding feature updates and enhancements introduced in version 2.3.x of the SmartAssist application.

v2.3.4 March 18, 2023

Patch Release

This release includes bug fixes.

v2.3.3 March 04, 2023

Patch Release

This release includes bug fixes.

v2.3.2 February 18, 2023

Patch Release

This update includes feature enhancements and bug fixes.

FEATURE	ENHANCEMENT
Display WhatsApp Business Phone Numbers in the From Field on the Interactions Tab	The From field on the Interactions tab of the Dashboard now displays the following information for conversations received via the WhatsApp Business Channel: 1. Phone number (first preference). 2. Last name, First name (second preference). 3. “WhatsApp user” (third preference if neither 1 nor 2 is available.
Conversations by Resolution changed to account for Disposition Sets	Widget Conversations by Resolution is renamed to Conversations by <List-of-all-Disposition-Sets>. Users can select a Disposition Set from the list. Mark the Disposition Set as Default and set it as the default option. The multi-colored progress bar appears only for the codes in the selected Disposition Set. Display separate progress bars below each Disposition Code. Interactions The dispositions field is added under the info icon for each conversation in the interactions with a comma-separated list of all assigned Disposition Codes.
Disposition Sets	Prior versions of SmartAssist allowed agents to select only one disposition field for a conversation. With Disposition Sets, customers can now configure SmartAssist to suggest multiple disposition fields during post-conversation work based on agent groups or queues. Additionally, Disposition Sets can be classified as mandatory or optional, and codes can be color-coded for easier selection.
Browser Notification for Incoming Interactions	When an incoming interaction is assigned to an agent, they can now see browser notifications even when their browser is in the background. Agents can click the notification to open SmartAssist and accept the interaction.
Improved Refresh Experience in the Monitor Tab	Now the Monitor tab does not refresh the entire page, thus enhancing the experience within the section.
REPORTS
Interaction Details Report	A comma-separated list of all Disposition Codes assigned to that conversation is included in the CSV output file of the Interaction Details Report.
Queue Dispositions Report	The Queue Dispositions Report is grouped based on the number of available disposition sets for conversations within that queue. The report’s header is changed to show Queue Name-Channel Name-Disposition Set Name. The summary values with averages or sums for the conversations in that group shows in the report.
API
Call Details API	The Call Details API now has a dispositions field in the conversation object that implements an array of strings. The array consists of all disposition codes assigned to the conversation. The Call Details API now also contains CSAT Rating, Survey Notes, and Agent Notes, if available.
CSAT Rating and Notes	SmartAssist introduces a new API to gather customers’ CSAT Ratings and Notes.

v2.3.1 February 05, 2023

Patch Release

This update includes feature enhancements and bug fixes.

FEATURE	ENHANCEMENT
Custom ID Field in the User Profile	There is a new field in the User Profile called Custom ID. The field supports up to 15 alphanumeric characters and cannot include space or special characters. You can use this field via API while adding or editing a user. Learn more.
Transfer Destinations	You can now decide where agents can transfer interactions to queues and agents or to agents only. The feature is available under Agent Settings. Learn more.
Drop Transfers if the Customer Ends the Chat	If the customer ends the chat before the completion of a transfer, then the transfer will be dropped, and the interaction will not be assigned to any queue or agent. This feature is available for customers using Kore WebSdk v1.0. Learn more.
Improved Workflow when Ending Conversations	When an agent clicks End on a conversation, the session ends, but the conversation remains in their tray until they review and close it with a disposition code. Learn more.
Auto Answer – Transfer/End Not Enabled Until First Response from Agent	If the Auto Answer mode is enabled in Agent Settings, the Transfer/End buttons do not appear on the Live Interaction pane until the assigned agent sends the first message. Learn more.
Improved Agent Data Filters	When searching for an agent, the system automatically completes the agent’s name when the first character is entered in the search field. Users can now search agents by their first and last names. Once selected first and last name of the chosen agent will appear. You can search for agents under REPORTS > Edit Reports > Data Filters.
Join Conversation for Supervisors	Supervisors can now directly join ongoing conversations by selecting Join Conversation. Upon clicking Join Conversation, a confirmation screen is presented to the supervisor, asking to confirm the action. If the supervisor proceeds to join the interaction, it becomes the first interaction in their conversation tray and is set as the active interaction. Everyone in the conversation receives an automated message that the supervisor has joined. Supervisors now have two options available: An exit button, which sends an automation message that the supervisor has left the conversation. A group chat icon, which is displayed on the top right corner right before the hamburger icon, indicating that the supervisor is in a group chat with the agent. Learn more.

v2.3 January 21, 2023

Minor Release

For more information on key features and enhancements introduced in the release, see What’s new in v2.3.

On this Page

2.3.x Release Notes

This document provides information on the various releases and the corresponding feature updates and enhancements introduced in version 2.3.x of the SmartAssist application.

v2.3.4 March 18, 2023

Patch Release

This release includes bug fixes.

v2.3.3 March 04, 2023

Patch Release

This release includes bug fixes.

v2.3.2 February 18, 2023

Patch Release

This update includes feature enhancements and bug fixes.

FEATURE	ENHANCEMENT
Display WhatsApp Business Phone Numbers in the From Field on the Interactions Tab	The From field on the Interactions tab of the Dashboard now displays the following information for conversations received via the WhatsApp Business Channel: 1. Phone number (first preference). 2. Last name, First name (second preference). 3. “WhatsApp user” (third preference if neither 1 nor 2 is available.
Conversations by Resolution changed to account for Disposition Sets	Widget Conversations by Resolution is renamed to Conversations by <List-of-all-Disposition-Sets>. Users can select a Disposition Set from the list. Mark the Disposition Set as Default and set it as the default option. The multi-colored progress bar appears only for the codes in the selected Disposition Set. Display separate progress bars below each Disposition Code. Interactions The dispositions field is added under the info icon for each conversation in the interactions with a comma-separated list of all assigned Disposition Codes.
Disposition Sets	Prior versions of SmartAssist allowed agents to select only one disposition field for a conversation. With Disposition Sets, customers can now configure SmartAssist to suggest multiple disposition fields during post-conversation work based on agent groups or queues. Additionally, Disposition Sets can be classified as mandatory or optional, and codes can be color-coded for easier selection.
Browser Notification for Incoming Interactions	When an incoming interaction is assigned to an agent, they can now see browser notifications even when their browser is in the background. Agents can click the notification to open SmartAssist and accept the interaction.
Improved Refresh Experience in the Monitor Tab	Now the Monitor tab does not refresh the entire page, thus enhancing the experience within the section.
REPORTS
Interaction Details Report	A comma-separated list of all Disposition Codes assigned to that conversation is included in the CSV output file of the Interaction Details Report.
Queue Dispositions Report	The Queue Dispositions Report is grouped based on the number of available disposition sets for conversations within that queue. The report’s header is changed to show Queue Name-Channel Name-Disposition Set Name. The summary values with averages or sums for the conversations in that group shows in the report.
API
Call Details API	The Call Details API now has a dispositions field in the conversation object that implements an array of strings. The array consists of all disposition codes assigned to the conversation. The Call Details API now also contains CSAT Rating, Survey Notes, and Agent Notes, if available.
CSAT Rating and Notes	SmartAssist introduces a new API to gather customers’ CSAT Ratings and Notes.

v2.3.1 February 05, 2023

Patch Release

This update includes feature enhancements and bug fixes.

FEATURE	ENHANCEMENT
Custom ID Field in the User Profile	There is a new field in the User Profile called Custom ID. The field supports up to 15 alphanumeric characters and cannot include space or special characters. You can use this field via API while adding or editing a user. Learn more.
Transfer Destinations	You can now decide where agents can transfer interactions to queues and agents or to agents only. The feature is available under Agent Settings. Learn more.
Drop Transfers if the Customer Ends the Chat	If the customer ends the chat before the completion of a transfer, then the transfer will be dropped, and the interaction will not be assigned to any queue or agent. This feature is available for customers using Kore WebSdk v1.0. Learn more.
Improved Workflow when Ending Conversations	When an agent clicks End on a conversation, the session ends, but the conversation remains in their tray until they review and close it with a disposition code. Learn more.
Auto Answer – Transfer/End Not Enabled Until First Response from Agent	If the Auto Answer mode is enabled in Agent Settings, the Transfer/End buttons do not appear on the Live Interaction pane until the assigned agent sends the first message. Learn more.
Improved Agent Data Filters	When searching for an agent, the system automatically completes the agent’s name when the first character is entered in the search field. Users can now search agents by their first and last names. Once selected first and last name of the chosen agent will appear. You can search for agents under REPORTS > Edit Reports > Data Filters.
Join Conversation for Supervisors	Supervisors can now directly join ongoing conversations by selecting Join Conversation. Upon clicking Join Conversation, a confirmation screen is presented to the supervisor, asking to confirm the action. If the supervisor proceeds to join the interaction, it becomes the first interaction in their conversation tray and is set as the active interaction. Everyone in the conversation receives an automated message that the supervisor has joined. Supervisors now have two options available: An exit button, which sends an automation message that the supervisor has left the conversation. A group chat icon, which is displayed on the top right corner right before the hamburger icon, indicating that the supervisor is in a group chat with the agent. Learn more.

v2.3 January 21, 2023

Minor Release

For more information on key features and enhancements introduced in the release, see What’s new in v2.3.