03.06.21 – Release Notes V5.40



    • Remove optional Essentials from Services→Setup menus
      • (Smart Chat Service, Smart Answering Service, Intelligent Virtual Assistant)


    • On the branding page added a remove option for uploaded files.
    • Supervisor view accessible to Administrator, Manager, and Supervisor roles.
    • Task progress message added to expert workflow nodes.
    • Normalize the two types of search results for the Supervisor portal.
    • Add multipage search results with the Supervisor portal.


    • Optimize social media image/file storage
    • Provider account used for SMS on OTP logins
    • Add cause to segment close messages such as transfer or inactivity timeout.
    • Protect device abandoned sessions from becoming active during cleanup


    • Support for Cisco ECE contact center integration.
    • Support for Five9 contact center integration.
    • Support for Puzzel contact center agent options push, transfer, and conference.
    • Support for 8×8 outbound notifications, and chat API.
    • Support Microsoft Teams as a customer side channel
    • SMS Notify support for variable replacement
    • Twitter support for customer name changes, will send message to new handle.
    • Handle messages during 3rd party routing transition phases

Agent Client

    • Change session display when the chat session closes but remains in agent view.

AI / Dashboard / Analytics

    • Improved language id models deployed.
    • Two new Agent Productivity panels on the Statusboard.
    • Visualizations for agent/bot duration and Task reporting.
    • Automatic credit card number redaction for session data.
    • Add skill and botname information to reporting / data extraction messages
    • Apply customer data retention policy for analytics data

Bug Fixes

    • Puzzel integration exception warning
    • External contact center integration incorrect email identity validation
    • Disable auto-complete on all password fields
    • Correct welcome workflow creation for new intent maps
    • Branding page removal of logo image
    • Last customer message is not displayed with concurrent routing set to 0
    • Twitter customer handle name change causes unconnected responses
    • Remove deployment icon on manage page when no deployment option exists
    • Reduce inactivity timeout accuracy
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