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.
v3.3.1 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.
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)
Voice Gateway
Support for Additional Azure Voices
Contact Center AI 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.
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)
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.
Also, the Agent transfer message configuration is added in the call and chat waiting experience. Learn more.