v2.86 Release Notes

UAT Release Date	31st May 2024

Release Notes

This version marks a significant milestone, showcasing the advancements we’ve made over the past few months. These new features have successfully completed testing and have already been piloted by some of our customers.

We hope you enjoy the improvements and look forward to your feedback!

New Features

Multi-Party Calls (MPC)

Multi-party calling allows for agents to host customer service calls with up to 5 additional participants (totalling 6). You can add other agents, supervisors, or external participants using Quick Connects on your number pad.

User Guide Multi-Party Calls User Guide

Call Monitoring and Barge

all Barge is a valuable tool that enables supervisors to join an ongoing conversation between an agent and a customer. This feature allows the supervisor to provide real-time support and guidance to the agent and ensure that the customer’s needs are met efficiently.

Here’s how it works:

• Call Monitoring: The supervisor can monitor the call passively before entering. They can listen to the conversation between the agent and the customer.
• Call Barging: If the supervisor feels it’s necessary to intervene or assist the agent, they can activate the call barging feature. This action allows them to join the call in real-time.

User Guide Real-Time Metrics User Guide

Real Time Metrics 1.6

We are pleased to introduce our new feature, Real Time Metrics 1.6. This latest version offers significantly faster performance and enhanced configurability for the Queues section of Real Time Metrics. With Real Time Metrics 1.6, you can expect quicker data updates, allowing for more immediate insights and better decision-making for your supervisors. This won’t impact any existing historic metrics or reporting.

User Guide Real-Time Metrics User Guide

Features Released For General Availability

As part of our new Product Proposition, we are making more features readily accessible through Permissions within SmartAgent. You may already have some of these features but they can now be easily toggled on/off via security profiles.

Area	Description
Agent Assistance	Agents can now notify supervisors when they need support via a hands-up icon. This feature enhances real-time communication and allows supervisors to promptly address issues, ensuring smoother operations and improved agent performance. User Guide Agent Assistance Guide
Announcements	Supervisors and admins can now send important messages directly to staff through the Announcements feature. This ensures timely and efficient communication within the team, helping to keep everyone informed about updates, policy changes, or urgent notifications. User Guide Announcements Guide
Call History	The Call History feature, allows agents to view a comprehensive list of all the calls they have made or received. This empowers agents to track their call activities, follow up on previous interactions, and maintain better records for future reference. User Guide Call History Guide
Contact Logs	Supervisors can now configure and update after-call logs using the Contact Logs feature. This enhancement allows for more accurate record-keeping and ensures that essential information is captured and easily accessible for future analysis and follow-up actions. User Guide Contact Logs Guide
Quick Reply Management	Quick Reply Management, accessible through Admin Settings, allows supervisors to create and manage pre-prepared responses for their agents. This feature helps streamline communication, ensuring that agents can quickly respond to common queries with consistent and accurate information. User Guide Quick Reply Management Guide
Report an Issue	This feature provides a link on the main SmartAgent panel where an agent can enter a text message to submit details about an issue on contact. It’s important to note that this feature won’t trigger a Support Escalation, to raise an issue you must go through the normal channels. User Guide Report and Issue Guide

Product Enhancements

Area	Description
App Configuration	We’ve split the configuration within the App configuration page down into channels to improve admins experience when amending settings or navigating between channels.
Channel Settings - Instagram Onboarding	SmartAgent app now allows users to see all Social pages associated with their business portfolios.
Contact Search	Users can now search specifically by Web forms within Contact Search. When the user has the CHAT HISTORY TRANSCRIPT permission, we will render a chat transcript inside Contact Search for Webchat. Users can differentiate and filter for specific contacts where CTRs were created due to Live Call Monitoring or Call Barge.
Login	We’ve worked on adding a hold message to the login process to ensure users are better informed when logging in to the app during times when very high numbers of agents are logging in.

Bug Fixes

Area	Description
After Call Work	We’ve updated the After Call Work template to save wrap-time and other information in Manage Contact Logs correctly. Contact logs are optional when Enhanced Monitoring is enabled, and a supervisor monitors a call.
Automated Rules	The automated rule deletion message will close if an error occurs while deleting a rule group.
Call Recording	Refactored call recording UI to ensure the duration element is draggable. We’ve updated the labels on call recording mute buttons to label agents and customers accurately.
Channel Settings	We fixed an issue with the Queues dropdown constantly loading on the edit contact endpoint sidebar on the Channel Settings page.
Chat	Fixed the delay for incoming chat bubbles by separating chat creation in Redux from the chat transcript loading. Fixed a bug that was preventing the editor from clearing correctly.
Contact Search	Fixed queues dropdown to show all queues. It hides the social chat transcript if the Social Chat Transcript permission is not enabled or the selected chat in the contact search is not a social chat (this will remove the transcript for Webchat contacts where it was showing unintentionally previously). The ‘Oops error’ no longer shows when selecting chats with attachments. Contact Search correctly sorts all columns.
Email	Add word wrap to the email thread and transcripts so the words are formatted correctly in the transcripts.
Queued Tasks	A fix resolves the issue when the Queue filter list does not consistently list queues in Queued tasks. A fix was applied so that the Quick Reply button now displays correctly.
SMS	We’ve fixed an issue with number validation when sending an outbound SMS and inputting your number. Previously, it did not present the error stating that a +44 is needed at the front of the number. We’ve now added functionality to support this.
Socials - Facebook	Update Facebook service to filter out undesirable events and add conditional chaining to Facebook text message logic in SmartAgent to avoid app crashes.
Socials - Facebook	Update Facebook service to filter out undesirable events and add conditional chaining to Facebook text message logic in SmartAgent to avoid app crashes.
User Management	Fixed an issue when the Agent Hierarchy field was empty when the saved button was clicked.
WhatsApp	Fixes the issue where WhatsApp chat read receipts trigger new message notifications in SmartAgent. Agent-read receipts are only sent when the Agent accepts the contract. This fixes an issue where wrapping up a social chat caused other open WhatsApp chats to display the text limit reached warning colour.

There are a number of General Updates and bug fixes in this release.

Future Features

Real-Time Metrics (Agents) and Wallboards

In the next release, we have updates for Real-Time Metrics Agents and enhancements to the speed at which our Wallboards App refreshes. This means you will be getting more up-to-date information through your Management Tools.

🎉 Community Page 🎉

We are excited to announce the launch of our SmartAgent Community page! This new resource hub stores comprehensive information on specific features and provides direct links to helpful pages such as support and troubleshooting guides.

The SmartAgent Community page is designed to enhance your experience by offering easy access to the information you need, all in one convenient place.

Explore the Community Page