v2.93 Release Notes
| UAT Release Date | 9th January 2025 |
|---|
- The revamped Contact Card includes updated channel icons, prioritisation for voice contacts, and improved accessibility.
- New enhancements include direct access to Amazon Connect Scheduling, optimised real-time metrics, and fixes for key features like Contact Log persistence.
These updates empower your team to deliver exceptional customer service with greater efficiency and confidence.
Product Enhancements
| Area | Description |
|---|---|
| Contact Cards | We’ve improved the Contact Card design within SmartAgent and SmartAgent Embedded to elevate usability and streamline agent workflows for handling multiple channels. Key Updates: - Channel Icons: Cards now display icons to indicate the originating channel, such as Voice, Chat, and Tasks (including email). Additionally we have clearer cards for Missed or Rejected Contacts which will need to be dismissed to continue handling contacts. - Voice Contact Priority: Voice contacts are displayed first to ensure priority whilst handling multiple channels. - Enhanced Notifications: A new red badge notifies agents of unread messages, replacing the previous green badge. - Accessibility Enhancements: Screen reader support ensures the contact card content is fully announced. These updates simplify navigation and enhance cross-channel concurrency, enabling agents to focus on delivering exceptional customer service. A detailed breakdown of these changes can be found on our new Contact Card page. |
| Amazon Connect Scheduling | Access to Amazon Connect Scheduling is now available directly from SmartAgent, under the main Navigation menu under settings. For more information about this feature, please contact your customer advocate. |
| Contact Search | The start date is now highlighted as an error if it is later than the end date. |
Bug Fixes
| Area | Description |
|---|---|
| Contact Log | We’ve fixed an issue where contact log data would persist between contacts when an agent handled multiple interactions. |
| Dropdown Menus | We’ve resolved an issue where drop-down lists took a second to render. They now load immediately with the page. |
| We’ve fixed an issue where Inbound attachments for WhatsApp would cause blank chats to appear in SmartAgent. | |
| Real-time Metrics | Resolved styling issues on the RTM page. Labels and the dashboard are now displayed correctly as intended. |
There are also several General Updates and bug fixes in this release.
Next Release
Agent desktop screen recording
Screen recording empowers managers to review individual customer voice interactions, enabling precise performance evaluations and identifying opportunities to improve tooling efficiency on a per-contact basis.
Note: screen recording is only available for voice calls and requires agents to use supported 64-bit versions of Windows 10 or 11 based on the x86-64 architecture.
Routing Profile Display for Agents
Agents will soon be able to view their assigned routing profile in SmartAgent, enhancing transparency in call-handling configurations. Once enabled, the Agent Capacity Card will appear in the header (on the far right-hand side). Allowing agents to view what Channels they have active and also if they have any availability slots left.
