This document provides information on the various releases and the corresponding feature updates and enhancements introduced in version 2.5.x of the SmartAssist application.
v2.5.4 September 10, 2023
Patch Release
This update includes feature enhancements and bug fixes.
| FEATURE | ENHANCEMENT |
|---|---|
| ANALYTICS AND REPORTING | |
| All Roles Sub-filter on the Monitor Tab | MONITOR > AGENTS > All Roles
|
| CONFIGURATION | |
| Login Prep Status | Login Prep status ensures agents do not receive interactions immediately after they log in on SmartAssist. This status provides agents with a designated time to prepare before they start receiving interactions. Learn more. |
v2.5.3 August 19, 2023
Patch Release
This update includes feature enhancements and bug fixes.
| FEATURE | ENHANCEMENT |
|---|---|
| ANALYTICS AND REPORTING | |
| Additional Filters on the Interactions Tab | The following two filters are added on the Dashboard > Interactions Tab:
|
| Label Changes on the Dashboard and Reports Tabs | The following labels are changed on the Dashboard tab:
The following changes are done on the Reports tab: The report description is revised for the following reports:
The report name is revised for the following reports:
|
v2.5.2 August 06, 2023
Patch Release
This update includes feature enhancements and bug fixes.
| FEATURE | ENHANCEMENT |
|---|---|
| CONFIGURATION | |
| Illuma Voice Biometrics Integration With Kore Gateway | Voice identification allows customers to bypass the requirement of recalling security questions and answers for authentication. Customers can call a contact center and verify their identity by speaking a stored voiceprint. In cases where no stored voiceprint exists, customers can enroll and record their voiceprint for future use in account-related activities. |
| Skill Modification and Revamped Agent Settings Page | Skill Modification setting allows agents to modify skills during:
The Agent Settings page is revamped by merging the settings related to External Transfers, Skill Match, and Transfer Destination under the Transfers drop-down menu to enhance the user experience. Learn more. |
| Third-Party SIP Agent Transfer Methods | SmartAssist admins can now select from the following SIP Methods for initiating third-party Agent Transfers: For Kore Gateway:
For AudioCodes:
|
| ANALYTICS AND REPORTING | |
| Reports and Dashboards: Agent Filters Now Show Deleted and Active Agents | Reports
Agent filters now show deleted and active agents. The data related to deleted agents appears the same as active agents. The list shows “deleted” beside the agent’s name. This change applies to the following reports:
Dashboard Agent filters on the following dashboard tabs now show deleted and active agents:
|
v2.5.1 July 22, 2023
Patch Release
This update includes feature enhancements and bug fixes.
| FEATURE | ENHANCEMENT |
|---|---|
| AGENT CONSOLE | |
| New Status “Away (Idle)” | SmartAssist has introduced a new status named “Away (Idle)” to differentiate between agents who manually set their status as “Away” vs. those for whom the system marks it as Away. This status is assigned automatically if an agent does not accept a conversation within a specified time limit. Learn more. |
| Access to Transcripts for Ongoing Voice Interactions | Supervisors can now view transcripts for ongoing voice interactions on the Monitor tab. |
| ANALYTICS AND REPORTING | |
| Revised Custom Date Range on Dashboard and Reports | The custom date range on Dashboard and Reports is now revised to include a maximum of 31 days in a month (For example, January) and 92 days in a quarter (For example, Q3: July-September). The changes to the Dashboard and Reports are as follows:Dashboard Tabs
Reports
|
| Agents: Queue Size Bar Graph | In line with the revised custom date range, the Queue size bar graph now shows a date interval of up to 92 days on the X-axis. |
V2.5 July 08, 2023
Minor Release
For more information on key features and enhancements introduced in the release, see What’s New in v2.5.