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Features
Essentials
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- Remove optional Essentials from Services→Setup menus
- (Smart Chat Service, Smart Answering Service, Intelligent Virtual Assistant)
- Remove optional Essentials from Services→Setup menus
Portal
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- 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.
Platform
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- 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
Integrations
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- 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
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- Change session display when the chat session closes but remains in agent view.
AI / Dashboard / Analytics
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- 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
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- 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