v2.88 Release Notes

We are thrilled to announce the release of SmartAgent v2.88. This update offers an exciting update to Wallboards and additional self-configuration options for our Messaging, Email, and Web Form channels. These changes align with our commitment to empower you to adjust your solution.

UAT Release Date	4th July 2024

Released For General Availability

As part of our updated Product Proposition, we are enhancing and enabling more features through Permissions within SmartAgent. While you may already have some of these features, the following can now be conveniently toggled on or off using security profiles.

Area	Description
Channel Settings - Email	Users can now utilise SmartAgent to manage their Email channel preferences, i.e., selecting an inbound queue, setting an outbound contact flow, adding custom attributes, enabling auto replies for email, and much more (if your company has this channel enabled in SmartAgent). If you aren’t currently using the Email channel, please get in touch with your customer advocate to learn more.
Channel Settings - Email	You can now use SmartAgent to manage your SMS and WhatsApp messaging channel preferences. This includes selecting an inbound queue, setting an outbound contact flow, adding custom attributes, and more (if your company has these channels enabled in SmartAgent). If you aren’t currently using the Messaging channel, please get in touch with your customer advocate to learn more.
Channel Settings - Web Form	Users can now use SmartAgent to manage their Web Form channel preferences. This includes adding descriptions, selecting email addresses, incorporating custom contact attributes, and other related settings (if your company has this channel enabled in SmartAgent). If you aren’t currently using the Web Form channel, please get in touch with your customer advocate to learn more.
Audio Settings	Users can now set an external speaker to ring when a call is being offered to them. This can be useful for users who may not always have their headset on and is available from `Settings > Audio Settings`. You can choose to enable this feature for your users using the ‘Audio Settings’ permission.

Product Enhancements

Area	Description
App Configuration	We have introduced a new ‘General’ tab on the App Configuration page to improve functionality. The tab currently includes the ‘Allow CCP to be visible’ option. When this option is enabled, the SmartAgent icon is displayed on the bottom left portion of the screen in SmartAgent. When a user selects this, the CCP is displayed on the screen.
Date and Time	We’ve been working to support different date and time formats throughout SmartAgent, such as the American format `mm/dd/yyyy`. This is available based on your SmartAgent configuration.
Contact Search	The following features have been added to Contact Search: Users can now search for Web form contacts using ‘text’ contained in the subject line or the body of the message (along with all the other additional parameters available in the Contact Search). We’ve also added a ‘Clear’ option to the page (this resets the page to its initial state, i.e., the last 24 hours of data across all channels).
Email & Web Forms	We have introduced an attribute called ‘sa-contact-replied-to’ to a Contact’s CTR for email and Web forms. If the value of this attribute is ‘true’, it indicates that the agent has replied to the customer. This attribute can be included in your quicksight reports to enhance management information (MI).
Webchat & Email	We have added a range of new emojis for use throughout SmartAgent - allowing agents to add even more personality to their messages with customers. Here are the new ones: 🤠🌶🥐🥘🦞🦀🍦🍼🍹🍻🥂💍🏳️‍🌈📍🏖🏝🌊🏔🌅🚂🚕🚗🚢🛩️🧳🩴🏆⚽🏂🤿🧼 We’ve also removed a few less useful emoji from the list (😈👆👇).

Bug Fixes

Area	Description
Contact History	We have updated the audio component within Contact History to ensure that the timer and audio are now synchronised when a user plays a voice recording.
Contact Log	We have fixed a problem where the date field in the After Contact Work/Contact Log form would not be saved in some scenarios, specifically when the agent selected the current date or didn’t touch the date field. We have fixed an issue with where the contact log was not being restored when switching between multiple contacts for instances with ‘Enhanced Monitoring’ enabled.
Contact Search	We have resolved an issue where the ‘search’ button in Contact Search was inactive unless a user clicked outside the email entry field.
Date Picker	We have resolved an issue where users manually entering Start and End Dates in Contact Search, ACW date picker, QA, and Audit logs experienced inconsistencies with their inputted keystrokes not consistently reflecting the intended dates.
Instagram	We have fixed an issue where the channel name, ‘Insta-Comment’, would overflow outside the chat bubble when a user accepted a contact. The name has now been truncated to ‘Insta-Comm’, which fits inside the chat bubble.
Log out	We have resolved an issue that prevented users from logging out of SmartAgent when they had selected the ‘Task History’ option.
QA Evaluations	We have resolved an issue that prevented users from locating previously completed QA agent evaluations. Additionally, we have corrected the sort options on the evaluations page to work as expected.
Queued Task	We have updated the processing message on queued tasks to indicate that actions such as move, reply, and end may take up to 60 seconds to complete.
Call Monitoring & Barge	We have fixed an issue where the contact log was displayed for users actively monitoring or barging into a Multi-Party Call (MPC).

There are also several General Updates and bug fixes in this release.

SmartAgent Community

In our last release notes, we highlighted the SmartAgent Community, which has been well-received based on positive feedback.

This new resource houses comprehensive information on how to enable and use specific features and links to helpful pages like support and troubleshooting guides. It is designed to be a single point of reference for information and support for SmartAgent.

Visit the SmartAgent Community

Changes since first published

Jul 5, 2024
Added Notes - Jul 5, 2024
We have added some notes which were initially missed - specifically to the following sections:
- Released For General Availability | Audio Settings
- Bug Fixes | Call Monitoring & Barge
- Bug Fixes | Contact Log
Jul 16, 2024

Removed Wallboards - Jul 16, 2024

We will no longer be upgrading the Wallboards backend as part of this release. This is because we discovered some issues during load testing in preparation for this version being released. We will be making performance improvements to the service and re-testing this ahead of the next SmartAgent release.

Wallboards will continue to work unchanged for the release of SmartAgent v2.88.

Removed from release notes:

Due to the recent updates we made to Real-time Metrics in the last release, we will be upgrading Wallboards to bring the same benefits. This means from your at-a-glance view, you will receive more up-to-date and consistent information with faster refresh rates and improved functionality such as custom metric calculations.