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.
v3.1.0 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)
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
SmartAssist v3.0 includes new features and significant enhancements to existing features. For more information, see What’s New in SmartAssist v3.0.