Features

Essentials / Portal

• • Manage Experiences load time reduction
  • Knowledge Essentials feature complete (Beta)
  • Knowledge Essentials, add creation feedback during longer wait times.
  • Knowledge Essentials, add support for question entry and storage.
  • Remove auto complete in select essentials widgets
  • New Admin→Profile UI, enables changing business hours
  • Manage page incremental load during long load times
  • Manage page add Workflow as a sort option
  • New Lock feature, lock an intent map from changes. Locking will apply to intents and connected workflows.

Platform

• • Messaging system performance upgrades
  • API for bulk notifications, list targets, channels, and messages for bulk outbound
  • Email notify on agent reconnect attempts for web chat channel
  • Workflow notify support, send a workflow/session to a destination user

Integrations

• • Generic Channel parameter updates for type
  • Vonage contact center routing integration

Agent Client

• • Default for new agents will be the Active conversations view.

Customer Client

• • Modern Style updates and adjustments
  • Close message input box after session timeout
  • Protect message input box on launch, enable once loaded.
  • Removed extra logging messages
  • Expandable, multi line text entry box

• AI / Dashboard / Analytics

• • Engagement Map Analytics available
  • Survey reports filter for comments
  • Chat queue hold time histogram visualization added

Bug Fixes

• • Splash screen not appearing on web client launch
  • Stuck channels during voice CPaaS requests
  • Avaya EWC socket errors
  • AACC chat session connection not established
  • assign parameters from url not working
  • error sending SMS from plivo connector
  • Keep top row time range fixed for Ops and Engagement Maps
  • minor UI fixes for Modern style
  • remove internal ids from Knowledge Essentials intent names