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
Limitations With Accounts Using AudioCodes
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

3.x.x Release Notes

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.

v3.1.1 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

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

Related Link

3.x.x Release Notes

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.

v3.1.1 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

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

Related Link