v2.89 Release Notes

We are thrilled to announce the release of SmartAgent v2.89. This version offers updates to areas such as Contact Search and Contact History. We have also made it easier to self-configure Call Barge through permissions as long as MPC is enabled. Additionally, to further simplify our versioning process, we have moved to incrementing the version number by 1 rather than 2.

UAT Release Date	1st August 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
Call Barge	The call barge feature is now included by default and managed by permissions. Please see the following guides for how to set up Multi-Party Calls and Call Barge. Supervisors can now silently monitor and join voice calls from the Real-time data screen. They can barge into calls, mute participants, place them on hold, or remove them, with seamless options to switch between active control and silent monitoring.
Contact Search	Agents can view historical (past) contacts using Contact Search. To enable this feature, the ‘Historic Metrics’ permission must be set against a profile in SmartAgent. Once enabled, agents can search for Contacts using various predefined filters and options.
Contact History	Contact History channels are now included by default and are controlled through permissions. Each permission allows agents to view previous customer conversations on the individual channel. Voice Channel Chat Channel Email Channel Social Channel Messaging Channel

Product Enhancements

Area	Description
Contact History	The individual Contact History permissions for Facebook (DMs/Comments) and Instagram (DMs/Comments) have been merged into a single ‘Social Channel’ permission. The individual Contact History permissions for WhatsApp and SMS have been consolidated under the ‘Messaging Channel’ permission. If you wish to get these Channels enabled please speak to your customer advocate about our Social & Messaging packs to enable these channels
General	Agents are now restricted from opening SmartAgent across different tabs. This ensures consistency between SmartAgent and Connect and helps to prevent audio quality, connection and performance issues in Amazon Connect

Area

Description

Contact History

The individual Contact History permissions for Facebook (DMs/Comments) and Instagram (DMs/Comments) have been merged into a single ‘Social Channel’ permission.
The individual Contact History permissions for WhatsApp and SMS have been consolidated under the ‘Messaging Channel’ permission.
If you wish to get these Channels enabled please speak to your customer advocate about our Social & Messaging packs to enable these channels

General

Agents are now restricted from opening SmartAgent across different tabs.

This ensures consistency between SmartAgent and Connect and helps to prevent audio quality, connection and performance issues in Amazon Connect

Bug Fixes

Area	Description
Audit Log	Fixed an issue with duplicate logs being saved into the Audit log.
Contact Search	Solved the issue where email addresses were shown under the ‘telephone number’ field when searching by all channels.
Outbound Email	Prevented the “From” field from overflowing the box in outbound email.
Queued Tasks	Fixed the Queued Task column values to allow for sorting by individual columns.
Chat	Fixed an issue where an Agent could not send a message and an attachment simultaneously in a Chat. We’ve resolved an issue where the Answer/Reject option for a Chat did not display immediately for an agent. Solved some issues with the interactive messages, so now they consistently display correctly. Ensured Hyperlinks are now correctly displayed.
Channel Settings - Chat	Fixed issues with Users being unable to edit the contact configuration page, this previously caused an “Oops Error Message”.
Email	Disabled the Send button when an invalid email is entered into a CC field. Fixed an issue where cross messages from multiple active contacts occurred. Stopped an issue where the date for emails older than two days was incorrect.
Web Forms	We have fixed the intermittent issue with Web Forms that occurred when searching for contacts using an email address.
QA	Reports Page Issue We fixed an issue where the “Run Report” button on the QA reports page remained disabled, and no request was sent to generate the report. Users no longer need to update the date to enable the “Run Report” button. Selecting a report and setting the required fields will correctly display the file save window and send the request to generate the report.
Multi Party Calling	We have resolved an issue where an error message would appear when an agent placed two participants on hold and then removed the hold for one participant.
Call Monitoring	We have resolved an issue where the Pause and Resume call recording controls were visible to agents while monitoring a call.
Social Messaging	We now show links to original facebook (and instagram) post for image posts without a description/message.

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