Features

Essentials

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

Portal

• • 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

• • 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

• • 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