GETTING STARTED
Introduction to SmartAssist
Glossary
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Release Notes
Current Version
Recent Updates
Previous Versions
Frequently Asked Questions (FAQ)
EXPERIENCE DESIGNERS
Flow Designer
Introduction
Create Experience Flows
Navigate the Flow Designer
Experience Flow Nodes
Introduction
Node Types
IVR Menu
IVR Digit Input
Conversational Input
Split
Check Agent Availability
Check Business Hours
Message Prompt
Run Automation
Agent Transfer
Connect to API
Go to Flow
Deflect to Chat
Script Task
Set Queue
End Flow
Waiting Experience
Conversation Automation
Testing Widget
Use Cases
Overview
Questions & Answers
Conversations
ADMINISTRATORS
Account Management
Switch Account
Invite Developers to an Account
Routing
Skills
Skill Groups
Queues
Hours of Operation
Default Flows
User Management
Users
Agent Groups
Agent Settings
Role Management
Agent Status
System Setup
Channels
Voice
Chat
Email
Agent Transfer
Surveys
Agent Forms
Dispositions
Language & Speech
Overview
Language Management
Voice Preferences
Hold Audio
Standard Responses
Handling Sensitive Data
Widgets
Utils
AgentAssist Settings
SearchAssist
Advanced Settings
Co-Browse Settings
Community WFM (Beta)
Automatic Conversation Summary (Beta)
Intelligent Agent Tools
Sensitive Data Masking
API Reference
API Setup
API List
Integrations
Genesys Voice Bot
Voice Automation - Integration with Amazon Connect
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk Voice Automation
Audit Report
AGENTS
Agent Console
Introduction
Conversation Tray
Incoming Interactions
Interacting with Customers
Additional Tools
My Dashboard
SUPERVISORS
Dashboard
Automation
Queues and Agents
Interactions
Intelligence
Monitor Queues, Agents, Interactions, and Service Levels
Manage Layout
BUSINESS USERS
Reports
Introduction
Reports List

2.4.x Release Notes

This document provides information on the various releases and the corresponding feature updates and enhancements introduced in version 2.4.x of the SmartAssist application.

v2.4.5 June 24, 2023

Patch Release

This update includes bug fixes.

v2.4.4 June 10, 2023

Patch Release

This update includes bug fixes.

v2.4.3 May 30, 2023

(Released on May 30, 2023 in the US region | May 27, 2023 in all other regions)

Patch Release

This update includes feature enhancements and bug fixes.

FEATURE ENHANCEMENT
AGENT CONSOLE
Option to Resend Message When Network is Disconnected To allow better management of scenarios when the network connection is lost, the following changes are implemented:

  • Improved Message Status: When an agent sends a message to the end customer and the network connection gets disconnected, the messages appear on the Agent Desktop as “Not delivered”. This provides clear visibility to agents regarding the status of their sent messages.
  • Resending Messages: To ensure seamless communication, an option is added to resend messages in case of a disconnection. If the agent encounters a network disruption and wishes to resend the message, they can simply click the Send button again. The system attempts to send the message once the connection is re-established.
  • Prevention of Duplicate Messages: To prevent the accidental sending of multiple copies of the same message, the system recognizes if a message has already been sent. This logic is triggered when agents click the Send button multiple times during a network disruption, effectively avoiding duplicate messages. Learn more.
ANALYTICS AND REPORTING
Duration Field Attributes Revised in the Export File of the Interactions Tab The “Duration” field attributes are revised on the export file for Dashboard > Interactions as follows:

  • The duration is represented in NNN:NN:NN format. 
  • If the hours are less than 100, it is included with leading zeros. If there is no hundreds digit for the hours, the first N is absent. For example: 128 hours 2 minutes 4 seconds is represented as 128:02:04, 8 hours 2 minutes 4 seconds is represented as 08:02:04.
  • The minutes and seconds are always represented with leading zeros. For example: 8 hours 2 minutes 4 seconds is represented as 08:02:04, 28 hours is represented as 28:00:00.
Start Date & Time Field is Renamed to Start Date and Time in the Eport File of the Interactions Tab The format of the “Start Date and Time” field is revised to “YYYY-MM-DDTHH24:mm:SS”.

The values are designated in local time. For example, 2007-04-05T14:30:25

v2.4.2 May 13, 2023

Patch Release

This release includes bug fixes.

v2.4.1 April 29, 2023

Patch Release

This update includes feature enhancements and bug fixes.

Setting to Enable User Input to Override Prompts at Input Nodes

Under Advanced Settings, you can now enable Prompt Overrides at Input Nodes. When this setting is enabled, unprocessed user inputs are passed to the first input node encountered in the flow without returning the actual prompt stored against the input node. This is useful for scenarios where a conversation ends and is then restarted by the user. 

For example, the user will not see the first “Welcome Message” again, as they would when starting a new conversation. Instead, they will receive a relevant reply to the utterance. Learn more.

v2.4 April 16, 2023

Minor Release

For more information on key features and enhancements introduced in the release, see What’s New in v2.4.

Related Link

2.4.x Release Notes

This document provides information on the various releases and the corresponding feature updates and enhancements introduced in version 2.4.x of the SmartAssist application.

v2.4.5 June 24, 2023

Patch Release

This update includes bug fixes.

v2.4.4 June 10, 2023

Patch Release

This update includes bug fixes.

v2.4.3 May 30, 2023

(Released on May 30, 2023 in the US region | May 27, 2023 in all other regions)

Patch Release

This update includes feature enhancements and bug fixes.

FEATURE ENHANCEMENT
AGENT CONSOLE
Option to Resend Message When Network is Disconnected To allow better management of scenarios when the network connection is lost, the following changes are implemented:

  • Improved Message Status: When an agent sends a message to the end customer and the network connection gets disconnected, the messages appear on the Agent Desktop as “Not delivered”. This provides clear visibility to agents regarding the status of their sent messages.
  • Resending Messages: To ensure seamless communication, an option is added to resend messages in case of a disconnection. If the agent encounters a network disruption and wishes to resend the message, they can simply click the Send button again. The system attempts to send the message once the connection is re-established.
  • Prevention of Duplicate Messages: To prevent the accidental sending of multiple copies of the same message, the system recognizes if a message has already been sent. This logic is triggered when agents click the Send button multiple times during a network disruption, effectively avoiding duplicate messages. Learn more.
ANALYTICS AND REPORTING
Duration Field Attributes Revised in the Export File of the Interactions Tab The “Duration” field attributes are revised on the export file for Dashboard > Interactions as follows:

  • The duration is represented in NNN:NN:NN format. 
  • If the hours are less than 100, it is included with leading zeros. If there is no hundreds digit for the hours, the first N is absent. For example: 128 hours 2 minutes 4 seconds is represented as 128:02:04, 8 hours 2 minutes 4 seconds is represented as 08:02:04.
  • The minutes and seconds are always represented with leading zeros. For example: 8 hours 2 minutes 4 seconds is represented as 08:02:04, 28 hours is represented as 28:00:00.
Start Date & Time Field is Renamed to Start Date and Time in the Eport File of the Interactions Tab The format of the “Start Date and Time” field is revised to “YYYY-MM-DDTHH24:mm:SS”.

The values are designated in local time. For example, 2007-04-05T14:30:25

v2.4.2 May 13, 2023

Patch Release

This release includes bug fixes.

v2.4.1 April 29, 2023

Patch Release

This update includes feature enhancements and bug fixes.

Setting to Enable User Input to Override Prompts at Input Nodes

Under Advanced Settings, you can now enable Prompt Overrides at Input Nodes. When this setting is enabled, unprocessed user inputs are passed to the first input node encountered in the flow without returning the actual prompt stored against the input node. This is useful for scenarios where a conversation ends and is then restarted by the user. 

For example, the user will not see the first “Welcome Message” again, as they would when starting a new conversation. Instead, they will receive a relevant reply to the utterance. Learn more.

v2.4 April 16, 2023

Minor Release

For more information on key features and enhancements introduced in the release, see What’s New in v2.4.

Related Link