v2.91 Release Notes

UAT Release Date	3rd October 2024

Accessibility

As you use SmartAgent v.2.91, you may notice some changes, including highlighted areas, new colours, and improved contrast ratios on buttons and other elements. These updates are part of our commitment to making SmartAgent WCAG 2.2 AA compliant.

WCAG 2.2 AA sets standards to make web content more accessible to people of all abilities by improving readability, navigation, and compatibility with assistive technologies.

This release marks the first stage in our journey towards full WCAG 2.2 AA compliance. Our goal is to enhance the user experience for those using assistive technologies, help your organisation meet accessibility legislation, and promote inclusivity for all users.

Main Accessibility Enhancements

Area	Description
Skip Links	Allow users, especially those relying on screen readers or keyboard navigation, to bypass repetitive navigation menus and quickly jump to the main content of the page.
Chat Sidebar Navigation	Upon selecting the chat option from the left-hand navigation, the focus automatically moves to the chat window on the right side of the page for ease of interaction.
Dialler	The hold and resume options in the dialler now have clear and meaningful statuses easily read aloud by a screen reader. When the ‘Transfer’ button is selected, the focus automatically shifts to the ‘Enter number’ input field, and the screen reader announces Enter number. The screen reader now announces incoming calls .
Sortable Table Columns	Table columns in SmartAgent are now fully accessible, and screen readers can read the sorting options.
Pagination of Tables	When a query results in pagination, the visual label of the button at the bottom of the table now reads ‘go’ making it easier for screen readers to interpret.
Contact Search Advanced Search	The ‘To’ and ‘From’ fields now contain persistent ARIA labels for improved accessibility.

Product Enhancements

Area	Description
Users	We’ve updated the user screen to display the status of user accounts directly on the page, providing better visibility and easier access to this information.
QA Reporting	We’ve released an updated version of the evaluation report that now includes; ContactID, Evaluator, Queue, and Agent hierarchy.
Social Messaging	The loading time for previous WhatsApp/SMS messages in SmartAgent has been significantly reduced. Previously, it could take up to 5 seconds for messages to appear in the work tray when an agent accepted a new message. This issue has been resolved by introducing a “Load Messages” feature, allowing agents to manually display previous conversations on demand, improving both performance and user experience.
Contact Search Keywords	We’ve upgraded the email keyword search functionality in Contact Search to now support special characters, making it easier to find specific emails and web forms this change should improve search accuracy.

Bug Fixes

Area	Description
Users	We fixed an issue where the ‘sort’ options at the top of the page were not working correctly. Additionally, we’ve implemented number validation for the Deskphone option to ensure users enter valid phone numbers. Moreover, the page now refreshes automatically every time it’s selected, ensuring the most up-to-date information is displayed.
Facebook	We resolved an issue where text in the message editor was not saved when agents navigated to the Contact Log. Now, any text entered in the message editor is properly preserved.
Channel Settings SMS	We resolved an issue where Pinpoint phone numbers were not loading correctly in the Messaging channel settings. Now, available phone numbers are displayed reliably, ensuring smoother setup and configuration.
Call Monitoring	We resolved an issue where the inbound call banner would briefly flash for a second when users attempted to monitor a Multi-Party Call. This fix ensures a smoother and more seamless monitoring experience without unnecessary interruptions.
WhatsApp	We fixed an issue that was causing message-sending failures when sending WhatsApp attachments. This update ensures that attachments are sent successfully without any disruptions.
Login Enforce One Tab	We updated the logic to ensure consistent performance of the single-tab functionality in SmartAgent, providing a more reliable and seamless user experience.
Case’s & Profiles	We have resolved an issue where the Profiles/Cases plugin would lose unsaved data if a user selected a different contact before submitting updates. This fix ensures that clients using this plugin will no longer lose unsaved data when switching between contacts.

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