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.

v3.7.1 November 18, 2024

Patch Release

This update includes feature enhancements and bug fixes.

Configuration

Maximum Queue Wait Time

The maximum allowed queue wait time can be configured up to 14,400 minutes (10 days). Learn more.

Revised Email Blacklist to Email Blocklist

The term ‘Email Blacklist’ is revised to ‘Email Blocklist’. Learn more.

v3.7.0 November 03, 2024

Minor Release

This update includes feature enhancements and bug fixes.

Agent Console

Preserve Agent’s Last Status

To improve agent experience and maintain consistent availability, the agent’s last manually set status is now preserved across sessions. A chosen status (Available, Away, or Busy) is automatically restored when the agent:

• Return from breaks,
• Complete outbound calls, or
• Switch from system-assigned states.

Learn more.

Support for German

The Agent Console or Desktop now supports extended localization for German, allowing for full configuration and use in German. Learn more.

Connection Status Alerts

A new status indicator at the top of the Agent Console shows the connection state and automatically updates when:

• The connection is lost (offline),
• Reconnection is in progress, or
• The connection is restored (online).

Learn more.

Real-Time Disposition Update

The enhanced disposition management allows agents to select dispositions during active conversations, improving categorization and data accuracy.

Key benefits:

• Agent Productivity and Data Accuracy: Agents can tag interactions as they happen, reducing the risk of oversight.
• Enhanced Filtering: Dispositions are integrated in real-time with dashboard filters, allowing users to track conversations with instant dashboard updates.

Learn more.

Improved Visibility of Auto-Accepted Conversations

Tracking auto-accepted conversations is now more effective with real-time agent assignment visibility:

• See assigned agents immediately in the queue and agent tabs.
• Monitor conversations before the agent’s first response.
• View synchronized assignment updates across all tabs.

Key benefits:

• Better workload monitoring.
• Improved resource allocation.
• Real-time conversation tracking.

Analytics

Queue Tracking Improvement

Queue metrics now focus on live customer interactions, showing only active cases in the dashboards. Voicemails and callbacks are excluded from counts until an agent accepts them. Also, “Waiting” and “In Queue” queue labels are standardized across views to reflect this change for clearer monitoring.

Revised Average Speed to Answer Calculation

The Average Speed to Answer (ASA) calculation is refined to focus on initial customer wait times:

• Only counts first queue entry.
• Excludes voicemails, callbacks, and outbound calls.
• Measures time until first agent response.

By excluding repeat entries and non-standard conversation types, ASA now better represents the average answer speed, positively impacting service-level evaluations.

Revised Error Status for Manual Outbound Calls

The error status for manual outbound calls is revised to show the following:

API

Agent AI Raw Data API for SmartAssist

This API lets you retrieve AgentAssist interactions within a specified date range and is intended for the XO v10 users who don’t get SmartAssist and Agent AI-specific reporting. Learn more.

Scenario	Error Status
Agent ends the call before the user answers	Status: Completed (Closed) Reason: Agent prematurely closed Disconnecting event: Agent Hangup
The user declines the call	Status: Completed (UserDeclined)
The user did not answer, and the call rang for 30 seconds	Status: Completed (UserBusy)

v3.6.1  October 21, 2024

Patch Release

This update includes feature enhancements and bug fixes.

Agent Console

SIP Registration Status Added to Agent Diagnostics

The Agent Diagnostics page now displays SIP Registration Status, enabling agents to verify connection health and troubleshoot registration issues independently.

Key Benefits:

• Quick SIP status checks within the Agent Console.
• Reduced agent downtime from SIP registration issues.
• Self-troubleshooting of connectivity problems.
• Fewer IT escalations and lower support costs.
• Improved customer satisfaction through reduced call handling interruptions.

Learn more.

Kore Voice Gateway

Automatic IP Address Resolution for Fully Qualified Domain Names (FQDNs)

Kore Voice Gateway now automatically resolves IP addresses for specific Fully Qualified Domain Names (FQDNs), simplifying network configuration and secure domain access management.

Key benefits:

• Ease of use: Add FQDNs directly without manually entering multiple IP addresses for whitelisting.
• Efficiency: Reduces the need for ongoing manual updates as IP addresses change or expand for the associated domain.

Improved Welcome Event Handling

The “Reject calls with a delayed first response” setting allows admins to configure call handling for smoother user experiences. When enabled, the welcome event triggers only after the Conversation Server successfully sends the first message, eliminating dead air during call connections. This ensures more reliable call handling and improves customer interactions with the platform. Learn more.

No Support for Nuance ASR and TTS

SmartAssist no longer supports Nuance Automatic Speech Recognition (ASR) and Text-to-Speech (TTS).

Analytics

Interactions Dashboard

Advanced Search on Interactions Tab

The Dashboard’s Interactions tab now offers enhanced search capabilities, giving users more precise control over their queries.

Key features:

• Exact Match Options: Use double quotes for exact phrase matching; automatic exact matching for phrases over 60 characters.
• Logical Operators: AND for finding conversations with all specified phrases; OR for locating conversations with any specified phrase.
• Mixed Search Capability: Combine exact and standard searches in a single query.
• Standard Search: Default behavior for simple queries under 60 characters.

v3.6.0  September 28, 2024

Minor Release

This update includes feature enhancements and bug fixes.

Agent Console

Warm Transfer and Blind Transfer Supported for Outbound Calls

The Agent Console now supports Warm Transfer and Blind Transfer for Outbound Calls. This provides greater flexibility in managing outbound calls and improves collaboration and customer experience by allowing smooth handoffs between agents and external parties.

Enhanced Live Interaction Pane

This update improves clarity and efficiency by visually distinguishing different types of incoming conversations and system messages, allowing agents to identify the nature of the request quickly.

• New conversations, agent transfers, and supervisor transfers are differentiated on the conversation tray.
• System messages sent to the user are visually differentiated using a different color from those sent to an agent.

Learn more.

Notification for Completed Agent Forms

Agents will receive an alert on the console whenever a customer submits an agent form. This enhancement improves agent responsiveness by providing real-time alerts, ensuring faster follow-up and more efficient customer service.

The notification includes the following key information:

• Customer’s Name
• Time of submission
• View Form link

Learn more.

Enhanced Conversation Transcript Export with Embedded Media

The transcript copy feature with embedded media allows agents to export the conversation transcript and any associated media files, providing a comprehensive and detailed record of the interaction. The following media types will be included when using the new export option:

• Rich Text Format (.rtf)
• Images
• Files (for example, documents, PDFs)

Learn more.

Introducing Dark Mode

A new Dark Mode toggle has been added to the Agent Console, allowing agents to switch between light and dark themes. The toggle is located in the Status dropdown menu for easy access. The dark mode option provides agents with a more comfortable and visually appealing experience, particularly during long working hours, reducing eye strain and enhancing focus.

• Enabling dark mode transitions the agent console and monitor page to a dark color scheme. 
• User preferences are saved and automatically applied upon subsequent logins, ensuring a consistent user experience.

Learn more.

Multilingual Conversation Summarization

SmartAssist now supports generating Conversation Summaries in French, German, and Spanish in addition to English. The system automatically creates summaries for additional supported languages, reducing the need for manual translation and streamlining communication in non-English languages.

• For conversations conducted entirely in a non-English language, the system will automatically generate the summary in that language, providing users with localized summaries for better accessibility.
• If the system encounters an issue generating the summary in the specified language (unsupported languages or translation errors), it will default to English to ensure the summary is still delivered.

Kore Voice Gateway

Primary and Fallback ASR & TTS Configurations for Contact Center AI

This update introduces the ability to set Primary and Fallback Configurations for ASR (Automatic Speech Recognition) and TTS (Text-to-Speech) within Contact Center AI. This ensures seamless failover in case of runtime issues. Please contact Kore Support or your Customer Success Manager if you want to use this feature.

1. ASR & TTS Configuration Enhancements: You can now specify two additional fields for both ASR & TTS configurations:
   • Primary Configuration: Refers to the primary label that identifies the main speech provider setup.
   • Fallback Configuration: Refers to the fallback label used if the primary configuration fails.

This allows clean and efficient failover between configurations, ensuring bots operate smoothly even if the primary provider experiences downtime.

1. Configuration Setup Across Multiple Flows: These new options are available when:
   • Editing ASR/TTS settings under the language and speech section of the account. Learn more.
   • Creating an experience flow where users can define the primary and fallback configurations for each voice interaction. Learn more.
   • Editing the start node of an already created experience flow, enabling users to adjust configurations as needed. Learn more.

Kore Voice Automation IVA Integration with Zoom – SmartAssist

To efficiently manage customer calls through a voice bot, Kore Voice Automation IVA is now integrated with Zoom Contact Center (ZCC). The voice bot follows clear protocols to address both resolved and unresolved queries and can seamlessly transfer calls to live agents using SIP BYE when needed. Learn more.

Analytics

Interactions Dashboard

Display Active Callback Requests on the Interactions Tab

Active call-back requests and ongoing interactions are now displayed in the Interactions tab, ensuring supervisors can track and monitor these requests in real time.

Supervisor Actions:

• Assigning Call-Backs to Agents: Supervisors can manually assign call-back requests to available agents, streamlining the process and reducing wait times.
• Queue Management: Supervisors can change the queue for a call-back request, optimizing resource allocation and prioritizing customer interactions.

Learn more.

Queues and Agents Dashboard

Enhancements to Listen and Whisper Features

• A conferencing icon is displayed on the MONITOR > AGENTS tab when multiple parties are involved in a conversation. A list of all participants is visible, allowing supervisors to see who is currently in the conversation.
• A message is displayed in the transcript informing that it is not updated in real-time. Clicking the refresh button on the transcript page manually updates the transcript.
• The listen button is disabled when a supervisor or agent is already part of the conversation.
• The error message when a supervisor exits a listening session is updated to “Listen session ended“. Learn more.
• A new permission has been added in the Role Management section to enable Listen and Whisper. The details of the permission:
  Name: Listen and Whisper Conversation
  Subtext: Allow user to listen and whisper to a conversation
  Access Level: Yes/No
  • Administrator: Yes
  • Supervisor: Yes
  • Agent: No
  • Custom Role: Yes/No

These improvements enhance user experience, supervisor monitoring, and clarity around session management.  Learn more.

Addition of SmartAssist Status and Status Detail to Interactions Dashboard, Reports, and API

This update provides enhanced visibility into conversation statuses and disconnection reasons by adding SmartAssist Status and Status Detail fields across the Interactions Dashboard, reports, and APIs. These insights improve analysis and reporting capabilities, offering a clearer view of conversation outcomes.

Interactions Dashboard – Insights to Logs (Details Tab):

• The Details Tab now displays the following:
  • Status: Shows the old status followed by the new status, for example, Closed (Terminated).
  • Status Detail: Displays the reason behind the status change, for example, No Agents Available.
  • Disconnecting Event: A new field showing the final event that ended the call:
    • Bot: If the bot disconnects the conversation.
    • System: If SmartAssist or the platform disconnects the call.
    • Agent: If the agent hangs up.
    • Customer: If the customer hangs up. Learn more.

Interactions Details Report (CSV Format):

• Two new columns have been added to the report:
  • smartStatus: Displays the new status of the conversation.
  • Status Detail: Displays the reason for the status change.

Interaction Details API (v2):

• Two new fields have been added after the finalStatus field:
  • smartStatus: Contains the new conversation status.
  • statusDetail: Contains the reason for the status change. Learn more.

Interactions Dashboard – Export File:

• The exported file now includes two new fields:
  • smartStatus: Displays the new status of the conversation.
  • Status Detail: Displays the reason for the status change.

v3.5.1  September 14, 2024

Patch Release

This update includes feature enhancements and bug fixes.

Agent Console

Call Forwarding Source Selection

Learn more.

v3.5.0  September 01, 2024

Patch Release

This update includes feature enhancements and bug fixes.

Agent Console

Outbound Calling – Revised Dialpad Behavior

Agents now have more flexibility and validation options when dialing outbound calls. It streamlines the outbound calling process, giving agents more control and reducing potential mistakes when dialing international numbers.

Key updates:

• Support for Keypad input during outbound calls :
  • Allows agents to key in DTMF/key pad inputs during outbound calls.
• Automatic country code recognition:
  • Displays country flag when number includes country code.
• Enhanced number entry options:
  • Direct dialing without country code.
  • Option to change country code to “unknown”.
  • Automatic country selection for pasted numbers with codes.
• Improved validation:
  • Error messages for invalid number formats.
  • The call button is disabled for non-compliant numbers.
• Flexible country code handling:
  • It supports dialing with or without country codes.
  • Allows manual country code changes.

Learn more.

Enhanced Supervisor Capabilities: Listen and Whisper for Voice Calls

This update introduces real-time monitoring and intervention features for supervisors during voice calls. The features significantly enhance supervisory capabilities, allowing agents to provide more effective and immediate assistance during customer interactions.

Key updates:

• Listen Functionality:
  • A silent listening functionality, allowing supervisors to monitor agents’ voice calls without causing disruptions on the agents’ end.
• Whisper Functionality:
  • Private voice communication from supervisor to agent.
  • The customer cannot hear the supervisor’s input.
• User Interface Integration:
  • New “Listen” and “Whisper” options on the Monitor tab
  • Easy-to-access controls for quick intervention.
• Chat Transcript:
  • Whisper inputs are recorded in a different color.
  • Labeled with supervisor name and timestamp.

Learn more.

Configuration

New Permission for Sentiment Visibility Control

The new permission to manage the visibility of captured customer sentiment in the Agent Console. It allows administrators to fine-tune sentiment visibility, balancing between providing agents with valuable customer insights and maintaining data privacy standards.

Key updates:

• Permission Details:
  • Name: Visibility of Captured Sentiment
  • Subtext: Manage the visibility of customer’s sentiment in the agent console
  • Access Level: Yes/No
• Default Settings:
  • Administrator, Supervisor, Agent: Set to “Yes”
  • Custom Role: Default “Yes”
• Functionality:
  • When enabled, it displays real-time sentiment changes in the header pane.
  • Ensures agents have current information on customer sentiment.

Learn more.

Email Address Blacklisting

This update introduces an Email Address Blacklisting functionality for SmartAssist administrators. It helps contact centers maintain a clean communication channel, improve efficiency, and protect their email reputation by proactively managing potentially problematic email addresses.

Key updates:

• Blacklist Management:
  • Administrators can specify blacklisted email addresses.
  • It prevents sending emails to potentially problematic domains.
• Verification Process:
  • The system checks incoming email addresses against the blacklist.
  • Linked to specific receiving email addresses.
• Automated Response:
  • Disables pre-configured automations for blacklisted addresses.
  • Prevents automated agent transfers for blacklisted interactions.
• Normal Processing:
  • Non-blacklisted emails proceed through the usual automation and transfer processes.

Learn more.

Enhanced Conferencing Functionality

This update enhances real-time monitoring and intervention features for supervisors during voice calls. The features significantly enhance supervisory capabilities, allowing agents to provide more effective and immediate assistance during customer interactions.

Key updates:

• Expanded Participation:
  • Up to 5 contact center participants (1 agent + 4 supervisors).
• Improved Network Resilience:
  • In case of network disruption, only the affected participants are disconnected.
  • Rejoin option for disconnected users.
• Comprehensive Recording:
  • The recording status is updated in the database for compliance.
• Advanced Conference Management:
  • Transfer and exit options for all participants.
  • 5-second window to rejoin or close conversation after exit.
• Enhanced Accountability:
  • CSAT linked to the last handling agent.
  • The primary agent is responsible for After-Call Work (ACW).
• Improved Visibility:
  • Joined participants are highlighted in the chat transcript.
  • Clear conference indicators on the Monitor tab and Agent Console.

Learn more.

Custom Email Domain Configuration

The enhanced email configuration options allow users to set up and manage Kore and custom domain email addresses. The options significantly expand email capabilities, allowing businesses to maintain brand consistency in their communications while leveraging the full features of SmartAssist.

Key updates: 

• Kore Domain Email Management:
  • Configure multiple Kore domain email addresses.
  • Easy addition of new addresses via the “Add Email Address” button.
  • Attach experience flows to specific email addresses. Learn more.
• Custom Domain Setup:
  • “Add Domain” button for custom email domain configuration.
  • Domain ownership verification through email login test.
  • Tabular display of custom domains with associated email addresses. Learn more.
• Improved User Interface:
• A dedicated “Email” tab is used for all email configurations.
• Clear organization of Kore and custom domain settings.

 

Analytics

“Yesterday” Filter Added to Reports

The “Yesterday” date filter is now available in all reports that previously did not have this option. Users can quickly view and analyze data from the previous day without manually setting the date range.

When the “Yesterday” filter is selected in any report, it automatically includes all data from the previous day, from 12:00.00 AM to 11:59:59.999 PM.

“Week to Date” and “Month to Date” Filters Added to Reports

This update has introduced two new date filters for reports. The filters provide more flexible and standardized options for viewing recent data, facilitating easier trend analysis and performance tracking.

• “Week to Date” Filter (All Reports):
  • Covers from most recent Sunday 12:00:00 AM to Yesterday 11:59:59.999 PM
  • Available in all reports.
  • No data is returned if it runs on a Sunday.
• “Month to Date” Filter (Specific Reports):
  • Added to 11 key reports, including Agent Activity, Queue Metrics, and IVR Containment.
  • Covers from the first day of the current month 12:00:00 AM to Yesterday 11:59:59.999 PM.
  • No data will be returned if run on the first day of the month.

Improved Analytics for Joining Agents

The update has enhanced the system’s tracking and reporting capabilities for user involvement in conversations and interactions. The capabilities provide a more detailed and accurate picture of user participation in interactions, supporting better resource management and performance analysis.

Key updates:

• Interactions Dashboard:
  • The new “Joined Users” field is in the Insights to Logs > Details tab.
  • Displays a comma-separated list of users who joined the conversation. Learn more.
• Interactions Details Report:
  • The “Joined Users” column has been added to the CSV version.
  • Shows a pipe-separated list of joined users.
• Call Details API v2:
  • A new mandatory “JoinedUsers” array is added. Learn more.
• Agent Activity Summary Report:
  • Now includes interaction duration for all involved agents and supervisors.
  • The “Interacting” field counts time for primary agents, consultants, and joined users. Learn more.

Public API

Enhanced Conversation Transfer Functionality

This update enhances the conversation transfer functionality through API, allowing for more flexible and efficient chat transfers.

Key updates:

• Flexible Transfer Options:
  • Transfer to specific agents using agent ID (aId).
  • Transfer to waiting queues using queue ID (queueID).
• API Alignment with Agent Console:
  • API now mirrors the transfer capabilities of the agent console.
• Improved Response Handling:
  • Clear success or error messages for transfer requests.

Key benefits:

• More versatile conversation routing.
• Consistent transfer capabilities across API and Agent Console.
• Enhanced chat management efficiency.
• Improved clarity in transfer status communication.

Learn more.

v3.4.1  Aug 11, 2024

Patch Release

This update includes bug fixes.

v3.4.0  Jul 27, 2024

Patch Release

This update includes feature enhancements and bug fixes.

Agent Console

Improved Arrival Summary Placement

When an agent accepts a conversation, the system now automatically generates an arrival summary and inserts it at the bottom of the Bot-User transcript. It helps agents quickly grasp the context of each interaction, thus improving their ability to assist users effectively.

A loading indicator is displayed for summaries that take time to generate. Additionally, a refresh button is available to retrieve any missing bot/user conversation data, ensuring agents have complete information. After an agent transfer, Agent 2 will see the entire summary of the prior conversation, displayed immediately after the last message from Agent 1. Learn more.

Configuration

Load-Balanced Agent Routing

SmartAssist now offers Load-Balanced Agent Routing, an administrator-enabled functionality that improves task distribution among agents. It enhances operational efficiency by ensuring optimal utilization of available agents while preserving task quality and agent expertise.

Key aspects:

• Fair workload distribution: Tasks are matched based on skills, language proficiency, and last assignment time.
• Prioritization of less busy agents: Agents who haven’t received recent tasks are given priority for new assignments.
• Skill-based allocation: Load balancing occurs within the pool of qualified agents, maintaining service quality.

Key benefits:

• Reduced wait times for tasks.
• Improved overall system performance.
• Balanced workload across qualified agents.
• Maintained service quality through skill-based assignments.

Learn more.

Phone Number Label Display Enhancement

SmartAssist now shows labels for SIP-configured phone numbers in two places:

• Inbound flow attachment section: Labels appear next to phone numbers
• Phone number configuration page: New “Label” column in the table

Key benefits:

• Improved organization: Easier to manage multiple phone numbers.
• Enhanced clarity: Easier identification of number purposes.
• Better readability: Improved readability in configuration tables.

This update streamlines phone number management, making it more efficient for agents and administrators to work with multiple SIP-configured numbers.

Learn more.

SmartAssist Voice Gateway

ID R&D integration with Kore Voice Gateway

SmartAssist Voice Gateway can now be integrated with ID R&D. Learn more.

Analytics

Add Alternate Text for Bot Messages Written Using JavaScript

The Platform uses a default “JavaScript Message” label in the Chat History for bot messages written using JavaScript. Now, bot designers can add Alternate Text to these messages to explain their purpose more clearly. This Alternate Text will be shown along with the JavaScript label in the Chat History across the Platform. Bot designers can include the “Alternate text” for a JavaScript message using the function tags.addAlternateText(“value”).

Interactions Dashboard

Improved Search Functionality with Filter Integration

The search functionality has been enhanced to work seamlessly with applied filters.

Key improvements:

• Integrated search and filter: Search now considers active filter criteria. Results are limited to conversations matching both search and filter.
• Increased result relevance: Conversations matching search but not filter are excluded. Ensures consistent results with current filter settings.

The improvements result in a streamlined user experience, faster access to desired conversations, and reduced time spent on manual filtering of search results.

v3.3.1  Jul 13, 2024

Patch Release

This update includes feature enhancements and bug fixes.

Agent Console

Enhanced Outbound Calling

Agents can now make outbound calls from any status except “System Away” (Chat and Voice) and “System Busy” (Voice). This feature allows agents to contact customers at scheduled times or during emergencies without changing to “Available” status, preventing incoming calls.

Key points:

• Outbound calls are possible while handling digital interactions
• No secondary outbound calls until the current voice call ends
• Agent status automatically changes to “System Busy” when initiating an outbound call. Learn more.

Administration

Two-Factor Authentication (2FA) Support

SmartAssist now offers Two-Factor Authentication (2FA) for enhanced login security. When enabled in the Kore admin console, 2FA becomes mandatory for user logins. If not enabled, the login process remains unchanged.  Learn more.

v3.3.0 June 29, 2024

Patch Release

This update includes feature enhancements and bug fixes.

Agent Console

Enhanced Outbound Dialer

The outbound dialer has been enhanced with the following functionalities:

• Search Bar: The search bar on the dialer interface allows agents to enter keywords or partial numbers to find configured contacts quickly.
• International Subscriber Dialing (ISD) Code Update: The dialer automatically adjusts the outbound phone number’s ISD code based on the last country code used. This streamlines the process for agents making calls to different regions.
• Phone Number Formatting: The system displays the phone number in a standardized format when an agent enters it for dialing, regardless of whether the original number contains hyphens or brackets if the format is valid.
• Validation and Error Handling: An error message is displayed if an invalid number is entered (for example, incorrect length or characters). The call button is disabled until a valid number is entered, preventing accidental calls to inaccurate numbers. Learn more.

Improved Conversation Handling With an Explicit Reject Button

Administrators can enable agents to explicitly reject an incoming interaction, allowing them to manage their workload efficiently. If Explicit Reject is enabled in the Answer Mode:

• Agents can Accept (✅) or Reject (❌) each interaction on the conversation tray.
• Accept: Displays the conversation panel for that interaction.
• Reject: Removes the interaction from the agent’s queue and returns it to the queue for reassignment.

The Monitor tab displays metrics relevant to rejection in the Agents and Interactions sub-tabs.

Monitor > Agents

• The Agents sub-tab now includes counts for rejected and unanswered interactions. 

• Clicking an agent displays the count of Completed, Transferred, Rejected, and Unanswered interactions.

Monitor > Interactions

• Clicking an agent displays the count of Answered, Transferred, Rejected, and Unanswered interactions. 

Learn more.

Configuration

Phone Number Labels for Outbound Dialer

Administrators can assign labels for outbound phone numbers, such as Technical Support, Helpdesk, etc. The labels are displayed beside the phone numbers on the outbound dialer. Agents can search for specific phone numbers with their labels, and the search results dynamically display the phone number list based on the assigned label. The system logs all label creation, modification, and deletion activities. Learn more.

PII Redaction: Consistency Between Instance and Automation Bots

To ensure consistency, the information redacted in Automation bot transcripts is also redacted within the instance bot. Redactions within the instance bot are also honoured but this setting does not apply downstream. This applies to all channels.

Analytics and Reporting

Queue Metrics Interval Report

This report provides queue performance metrics at sub-daily intervals (15 minutes to 4 hours). It includes service level data, highlighting both met and unmet targets. Learn more.

Secure Form View Extended to 30 Days

Administrators and Supervisors with access to Dashboard > Interactions can now view secure forms for up to 30 days.

Auto Refresh of Monitor Tab Filters

Automatic refresh for filters applied in the Monitor tabs at fixed intervals is implemented to ensure real-time data accuracy. 

• Filtered data on Monitor tabs is updated at the specified interval, reflecting real-time changes.
• New interactions are not immediately added to filtered results but appear after the 5-second update interval. Learn more.

SmartAssist Voice Gateway

Changes to Bot Delay Handling

These updates refine how delays are managed during bot interactions, enhancing the user experience by providing smoother transitions.

If a delay persists between two message nodes:

• In the case of a URL, the music stops immediately when bot responds.
• In the case of a text message, the prompt plays completely, even after bot responds.

Example: If a bot has the following nodes – Message → API → Message nodes.

• Waiting music starts playing when there is a delay from the API node.
• When the API node responds, the music stops gracefully, and the next message node begins playback without interruption.

API

Conversation History API

Task Name (tN) Field Added in the Response for Automation Bots

The response of the Conversation History API is updated to include the “tN” field for all intents executed in automation bots. This field accurately shows the task name associated with the executed intent. For example, “tN” = “Pay Bill”, “tN” = “Show Balance”. Learn more.

v3.2.1 June 15, 2024

Patch Release

This update includes feature enhancements and bug fixes.

Configuration

Revised Routing Logic When No Agents Available

When no agents are logged in, conversations will now remain in the queue until the maximum wait time specified for that queue is reached. After the queue timeout occurs, the “no agents available” flow will be automatically triggered.

This enhanced routing logic is enabled by default at the account level for all new accounts and applies across all channels. It ensures that when agents are unavailable, conversations are handled smoothly by the fallback flow after the configured wait time, improving the customer experience.

Existing accounts will continue to use their current routing logic. To take advantage of this improved routing, please contact Kore Support to modify your configuration. Learn more.

New Permission Added for Realtime SearchAssist Integration

A new permission has been added in the Role Management section to enable SearchAssist for dynamic answer generation. The details of the permission:

Name: Realtime Search Assist Integration
Subtext: Enables instant connection between Agent AI and Search Assist for dynamic answer generation.
Access Level: Yes/No

• Administrator – Yes
• Supervisor – No
• Agent – No
• Custom Role – No (Default)

Learn more.

Voice Gateway

Support for Additional Azure Voices

SmartAssist now supports additional Azure voices, providing a wider range of options for voice-based interactions. The following voices have been added:

• en-US: Ava
• en-UK: Sonia
• de-DE: Louisa
• en-AU: Freya
• es-ES: Elvira
• es-CO: Salome
• fr-FR: Denise
• it-IT: Isabella
• ko-KO: SoonBok
• Mandarin (China): XiaoXiao
• Cantonese (China): XiaoMin

Additionally, Ava Multilingual, a voice that supports a wide range of languages, has been introduced. Ava Multilingual supports the following languages:

• af-ZA, am-ET, ar-EG, ar-SA, az-AZ, bg-BG, bn-BD, bn-IN, bs-BA, ca-ES, cs-CZ, cy-GB, da-DK, de-AT, de-CH, de-DE, el-GR, en-AU, en-CA, en-GB, en-IE, en-IN, en-US, es-ES, es-MX, et-EE, eu-ES, fa-IR, fi-FI, fil-PH, fr-BE, fr-CA, fr-CH, fr-FR, ga-IE, gl-ES, he-IL, hi-IN, hr-HR, hu-HU, hy-AM, id-ID, is-IS, it-IT, ja-JP, jv-ID, ka-GE, kk-KZ, km-KH, kn-IN, ko-KR, lo-LA, lt-LT, lv-LV, mk-MK, ml-IN, mn-MN, ms-MY, mt-MT, my-MM, nb-NO, ne-NP, nl-BE, nl-NL, pl-PL, ps-AF, pt-BR, pt-PT, ro-RO, ru-RU, si-LK, sk-SK, sl-SI, so-SO, sq-AL, sr-RS, su-ID, sv-SE, sw-KE, ta-IN, te-IN, th-TH, tr-TR, uk-UA, ur-PK, uz-UZ, vi-VN, zh-CN, zh-HK, zh-TW, zu-ZA.

AmiVoice Integration with Kore Voice Gateway

Kore Voice Gateway now integrates with AmiVoice, a Japanese Automatic Speech Recognition (ASR) system, as part of an external application. By leveraging this integration, the Voice Gateway can now accurately process and understand Japanese voice inputs, leading to more efficient and effective voice-based interactions. Learn more.

v3.2.0 June 01, 2024

Patch Release

This update includes feature enhancements and bug fixes.

Agent Console

HTML Elements Supported on the Agent Compose Bar

Agents can now add hyperlinks to their typed text in the compose bar by highlighting the text and adding a hyperlink.

Using this feature, agents can do the following:

• Select a portion of their text and add a hyperlink to it.
• Remove the hyperlink if they change their mind.
• Add hyperlinks for HTTP and HTTPS URLs.
• Add hyperlink actions for email (mailto:a@b.com). Clicking the link opens the associated mail app.
• Customize the display text of the hyperlink.
• Display the full URL when an agent hovers over the hyperlink. Learn more.

Improved Sorting and Enhanced Auto Accept

By default, new conversations will appear at the top of the conversation tray based on their order of acceptance. Agents can choose to revise the sorting order, placing the latest conversation at the top or bottom.

When a new auto-accepted conversation arrives in the agent’s conversation tray, a New indicator is displayed beside it. When anyone applies a conversation filter that hides incoming auto-accepted conversations (for example, ongoing, idle), a preview of the auto-accepted conversations appears with a “View” button next to each hidden conversation to allow quick view and access. The indicator and the view option remain till the agent clicks the conversation and sends the first message. Learn more.

Voice Gateway

User Diagnostics

User diagnostics systematically assesses and analyzes network connectivity and device permissions to identify issues, optimize service delivery, and enhance user satisfaction. Using real-time monitoring, this tool helps resolve problems efficiently, improving agent performance and ensuring a seamless customer experience.

The User Diagnostics (♡) icon is at the top right corner of the SmartAssist application.

Agent Diagnostics: Clicking the User Diagnostics (♡) icon displays the Agent Diagnostics page. Users can run diagnostics related to their:

• Audio Device,
• Video Device,
• Connectivity.

Learn more.

Set Voice Chat on SmartAssist Voice Gateway (SAVG) Account

Administrators can use a Utils method/script inside the script node to set up voice chat in accounts configured with SmartAssist Voice Gateway (SAVG). Learn more.

Handling ASR Fallback Using Call Control Parameters

If no fallback is configured or if failover fails, the status column is updated. If proper failover occurs, a timeline message is displayed.

Configuration

Experience Flows Table: Enhanced Visibility for Channels and Flow Types

A Channels column is added to the Experience Flow table. This column displays a list of all channels attached to each flow. Each row shows the flow type (call or chat) for each flow. Learn more.

Analytics

Bulk Download of ASR Transcripts

Supervisors can select conversations and choose to Export Conversation Data or Export Transcripts.

• If Export Conversation Data is selected, the metadata of all selected conversations is exported.
• If Export Transcripts is selected, the exported transcript files retain the same naming convention currently used for all transcript exports. These files are compressed into a zip file named “transcripts-YYYY-MM-DD-HH24-mm-SS.zip.
• Up to 25 conversations can be selected for exporting transcripts. Learn more.

Display Agent and Disposition Notes in Search Results on the Interactions Tab

Dashboard > Interactions

Agent notes and Disposition notes are now displayed in the search results on the Interactions tab. Learn more.

v3.1.1 May 11, 2024

Patch Release

This update includes feature enhancements and bug fixes.

Voice Gateway

Play HT Streaming Support

Streaming for Play HT Text-to-Speech (TTS) is now supported. With streaming support, the voice gateway does not wait for the entire prompt audio to be generated before playback begins. This means reduced latency and a smoother user experience when playing prompts.

API

Delete Call Recording API

Applications with the relevant access can delete call recordings to manage storage and comply with privacy regulations.

A new scope called Delete Recordings is added under API scopes. You can assign this scope to delete call recordings using a session ID. Learn more.

v3.1.0 April 27, 2024

Minor Release

This update includes feature enhancements and bug fixes.

Agent Console

Outbound Emails 

Outbound email functionality is a key feature within SmartAssist designed to streamline communication between agents and customers through email channels. Agents can now send outbound emails from the agent console. The outbound emails are independent of the ongoing conversations. Learn more.

A new permission for Outbound Email is added in the Flows & Routing section with the following details:

Name: Outbound Email
Subtext: Users can make direct outward emails
Access Level: Yes/No

• Administrator – Yes
• Supervisor – Yes
• Agent – No
• Custom Role – No (Default)

Learn more.

Configuration

System Busy and System Away Status Enabled by Default

System Away and System Busy statuses are enabled by default for new accounts. For existing accounts, contact Kore Support. Learn more.

Enable/Disable Resolution Disposition Sets

The Resolution Disposition Set comes prebuilt. Administrators can now enable/disable and edit the resolution disposition set. Learn more.

Analytics and Reporting

Selected Hours Report

The Selected Hours Report shows daily totals of every agent’s productive hours. Productive hours are determined by built-in and custom statuses selected by users. Learn more.

API 

Agent Status Details API (v2) Update

Two new fields, startDate and endDate are added to the request body. This change applies only to the version 2 (v2).

• The “dateFilter.startDate” field accepts date-time in “YYYY-MM-DDTHH24:mm:SS” format. If the user specifies only the date for the startDate field, the time will be taken as “00:00:00”.
• The “dateFilter.endDate” field accepts date-time in “YYYY-MM-DDTHH24:mm:SS” format. If the user specifies only the date for the endDate field, the time will be taken as “23:59:59”. 

If the user specifies both the old “dateFilter.date”, and either/both of the new “dateFilter.startDate” or the “dateFilter.endDate” fields, then an error message is displayed.

v3.0.1 April 13, 2024

Patch Release

This update includes bug fixes.

v3.0.0 March 30, 2024

Minor Release

Learn about the new features and enhancements included in v3.0 of the SmartAssist application, released on March 30, 2024.

Configuration

Enhanced Conversational Status Control Messages

Contact center administrators can now optionally enable ‘On Connect’ and ‘On Close’ conversational status control messages.

• When enabled, the system will send the conversation status control messages.
• When disabled, the system will not send the conversation status control messages. 

Learn more.

Also, the Agent transfer message configuration is added in the call and chat waiting experience. Learn more.

Related Link

• Previous Releases