v2.90 Release Notes

UAT Release Date	5th September 2024

New Features

Support for WebRTC Voice Calls

Introducing WebRTC voice calls to SmartAgent which allows users to offer real-time audio communication directly within web browsers and mobile apps. This seamless integration enables internet-based customer interactions, combining the reliability of traditional voice calls with the convenience of modern technology while also reducing costs compared to traditional telephony methods.

Reach out to your customer advocate to learn more.

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.

We’ve updated the Release Notes to include the ‘Call Recordings - Notification Message’, which was inadvertently omitted from the previously published notes.

Area	Description
Outbound SMS	There is now a link under the Chat option in SmartAgent that enables the agents to send outbound SMS messages to Customers. If you aren’t currently using the SMS channel, please get in touch with your customer advocate to learn more.
Headset Controls	Enabling this feature provides support for users with WebHID-enabled Jabra headsets to use headset controls such as Mute and Answer Call buttons, and the Busy status light. Audio Settings page if both permission are enabled.
Call Recordings Notification	If Call Recording is enabled, a new notification message will appear. When agents accept calls this message will be displayed on the right-hand side of the screen. If you want to hide the message, go to App Configuration. Under the General Settings tab, toggle off the “show recording notification” option.

Product Enhancements

Area

Description

Contact Search

Agents can now search for emails and web forms using multiple keywords, a significant enhancement from the previous limitation of single-keyword searches. Screen readers will now announce whether data is expanded or collapsed when viewing contact details. This enhancement allows agents using screen readers to navigate contact information more efficiently, improving their workflow and overall user experience.

As we constantly review feature usage, we have decided to remove some unused features from SmartAgent. This simplifies our codebases and reduces maintenance overhead so we can focus on more utilised features.

• Internal Messaging
• Idle Timeout - this feature has been superseded by our ‘Agent auto-offline on disconnect’ feature

Bug Fixes

Area	Description
Announcements	We’ve fixed the following issues with announcements: The ‘expiry’ date and ‘send to’ options will now be saved when you save a draft version of an announcement. This means that when you return to your draft, you won’t need to re-enter the expiry date or ‘send to’ details again.
Audit Log	Fixed an issue with call recording where the same records were duplicated in the Audit log feature.
Channel Settings - Email	We resolved an issue in which the selected value in the Queue Dropdown did not display when the ‘Edit Contact Endpoint’ was chosen. Additionally, we have fixed the issue of not displaying the correct options when the restrict-queue-access feature was disabled.
Chat	Fixed an issue with emojis not rendering correctly on the Chat window.
Chat Transcripts	Interactive messages are now rendered correctly in the transcript meaning supervisors reviewing contacts will have a better view of the overall transcript.
Incoming Contact Card	Where the incoming Contacts are displayed in the top panel of SmartAgent, we’ve fixed some issues with the contact description not rendering in the box.
Contact History	We have fixed an issue that prevented chat transcripts from showing when the Contact History feature was turned on. Before, users had to choose between seeing chat transcripts or using the Contact History feature because of a conflict. Now, both features can be used at the same time without any problems.
Dialler	Introduced a fix to be able to use the keypad to type numbers in when on call.
ID&V	Fixed an issue in which ID&V information wasn’t always rendering.
Log-In	Enhanced our login process and fixed an issue when login time was surplus of 60 seconds, meaning agents won’t be stuck on the login page.
Navigation between contacts	We fixed an issue that prevented users from moving directly from Chat to Email Contacts.
Pause and Record	When this feature is enabled the call recording button is now displayed for all agents participating in multi-party calls.
QA Reports	The following issues have been fixed for QA Reports: The agent hierarchy field no longer clears after the QA report has been run. Searches in the QA Calibrations page are now checked to ensure that the start date is before the end date. Run button is disabled when information is missing from the relevant fields.
SMS Campaign Messages	We’ve fixed an issue where SMS campaign messages were displayed without restriction. Agents now need the ‘Social Chat Transcript’ permission to view these messages.
WhatsApp	We have fixed the following issues for WhatsApp: Users can now update the External ID field when handling WhatsApp contacts. Under certain circumstances, customer WhatsApp messages were not visible in SmartAgent.

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

Changes since first published

• Oct 27, 2024

  Added Notes - Oct 27, 2024

  We've updated the Product Enhancement section to include the 'Call Recordings - Notification Message', which was inadvertently omitted from the previously published release notes.