v2.92 Release Notes

UAT Release Date	7th November 2024

Summary

In this release, we’ve made significant progress in enhancing the accessibility of our App. Alongside accessibility updates, we’ve also improved key areas, such as implementing stricter data restrictions in Real-Time Metrics and the Agent Directory to ensure that only authorised users can view specific data.

Key Callouts and Features

Changes to keyboard shortcuts:

We’ve updated our keyboard shortcuts to further improve accessibility and agent experience in line with standards. To review and share the updated shortcuts, please see this community page.

https://help.smartagent.io/smartagent-features/accessibility/smartagent-keyboard-shortcuts/

Main Accessibility Enhancements

Area	Description
Aria Attributes and Labels	Corrected unsupported ARIA labels on certain controls i.e the emoji buttons on Web Chat, Chat, Email. Enhances compatibility with assistive technologies, ensuring accurate accessibility information and preventing potential disruptions for screen reader users. Removed redundant Aria labels on focusable drop downs to improve accessibility on certain pages. Ensures screen reader compatibility, allowing all users to interact with drop downs and other elements effectively.
Button Labels	Added descriptive accessible names to buttons across the app, Improves usability for screen readers by ensuring all buttons and interactive elements are clearly labeled, facilitating effective interaction and navigation.
Consistent Labelling	Standardised accessible names across UI elements to match visible labels on key pages. Enhances usability for voice recognition users by ensuring accurate and consistent labelling, improving interaction and compliance with accessibility standards.
Enhanced Contrast	Enhanced contrast visibility for UI components, ensuring users can easily identify selected elements across all pages.
Form Structure	Added tags to form elements on ‘New Evaluation’ and ‘New Announcement’ pages. Enhances accessibility by ensuring screen readers correctly interpret and announce grouped elements, improving navigation for visually impaired users.
Hover Content Persistence	Updated hover-triggered content on Supervisor pages to remain visible when hovered over with a mouse pointer. Improves accessibility by allowing users to interact with additional content without it disappearing.
Input Autocomplete	Improves accessibility by enhancing form usability, allowing assistive technologies to identify and interact with input fields more effectively.
Interactive Controls	Restructured interactive controls in dropdown components across multiple pages which improves screen reader functionality by ensuring interactive elements are announced correctly, enhancing navigation and accessibility for users.
Keyboard Traps	Fixed keyboard navigation lock in the ‘Message’ field on Web Chat and Chat pages. Ensuring accessibility, allowing keyboard-only users smooth navigation across all elements.
Redundant Links	Removed redundant links in main navigation across all SmartAgent pages to streamline navigation for keyboard users.
Screen Reader	Enabled screen reader announcements for status and error messages across Web Chat, WhatsApp, SMS, Profiles, and QA pages. Improves accessibility by ensuring that status updates and error messages are clearly announced for users relying on screen readers. Resolved repeated content announcements for “Status” and “Back” elements on key pages, reduces confusion and improves navigation for screen reader users. Enabled screen reader announcements for form submissions and search confirmations. Improves accessibility by ensuring screen reader users receive real-time status updates, enhancing usability and awareness of completed actions. Enhanced table markup to ensure data is fully accessible to screen readers on key pages. Improves accessibility by allowing screen reader users to interact with and understand table data effectively, enhancing usability for visually impaired users. We’ve made changes to ensure when agents are opening certain sections of the app i.e. Contact History it prompts a screen reader to announce the data contained.
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.
Visible Focus Indicator	Improves accessibility by helping keyboard users identify their current focus on interactive elements, supporting efficient and effective navigation throughout the interface.

Product Enhancements

Area	Description
Agent Directory - Hierarchy Restriction	Access to ‘Agent hierarchy’ filter on Agent Directory is restricted by a sub-permission to allow managers decide if agents should only be able to see a list of agents in the same agent hierarchy or below.
Agent Statuses	The Agent Status page now supports precise status duration tracking, displaying time in fractions of minutes without rounding down.
Real Time Metrics Agents Widget	Hierarchy Restriction - The “Derestrict Agent Access” sub-permission is a new control that enables companies to manage agent views of Real-Time Metrics based on assigned hierarchy. When this setting is disabled, supervisors can only view agents within their own hierarchy, ensuring they see relevant team data. For admins or users without a specific hierarchy set, this setting now requires you to select a hierarchy to view metrics as oppose to defaulting to show everyone to ensure data relevance.
Socials - Facebook	Agents can now see the full context of previous Facebook comments while responding in SmartAgent, enhancing conversation management and engagement.
User Management	Updated styling of the User Management page in SmartAgent to better distinguish ‘Active’ and ‘Deactivated’ agents.

Bug Fixes

Area	Description
Contact Log	Time in queue is updated correctly on the ACW forms, ensuring information saved is the most relevant. Radio button on ACW log re-sizes properly with large test entries.
Contact Search	Contact search check added to prevent searching from a date later than the end date.
Error Messaging	We’ve tidied up how error messages display in areas like “QA - My Scores” to ensure they show up correctly at times when you need them. Saving supervisors time and effort.
QA Reports - Dropdown Options	Added logic to clear “ALL” selection in Type and Channel drop downs when switching to reports that do not support this option.
Scrollbars in App sub menu	Horizontal scroll bars are only present now when needed as opposed to appearing in certain sub menu sections.
Tasks	Fixed an issue when a missed task redirected to the dialler page after being closed.
Welcome Messaging	Welcome Messaging status filter now works allowing supervisors to filter by the status of the message i.e. Active or Inactive messages.

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