v2.94 Release Notes
Introducing Screen Recording for Voice
| UAT Release Date | 6th February 2025 |
|---|
The v2.94 SmartAgent release introduces powerful updates to enhance productivity and streamline workflows.
- Enhanced Agents widget within the Real Time Metrics page.
- New enhancements to our Queued Tasks feature - meaning if you’re replying to a single contact you can now see the message history.
These updates empower your team to deliver exceptional customer service with greater efficiency and confidence.
New Features
Screen Recording for Voice
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.
Screen Recording If you’re interested in this feature please get started using this help guide and speak to your customer advocate
Product Enhancements
| Area | Description |
|---|---|
| After Call work time out updates | We’ve brought parity across channels with regards to the After Call Work Form and the timeout, meaning that for chat this is now set using the Manage Contact Log section of SmartAgent in line with the other channels. If the contact log isn’t used you can set this in App Configuration under the Chat section. |
| Agent Directory Enhancements | We’ve improved how the Agent Directory updates and retrieves agent information. Now, you’ll get a faster and more accurate view of which colleagues are available in real time  |
| Queued Tasks - Single Reply View | Previously, when selecting a single contact to reply to within the Queued Tasks page in SmartAgent, you couldn’t view the full message thread. This made it difficult to know what context to include in your response or whether a contact needed to be ended or moved. We’ve now introduced a visual transcript that appears only when replying to a single contact. This means: • You’ll have better context when composing replies. • You can make more informed decisions on whether to continue, end, or move a contact.  |
| Time range Enhancements - Real Time Metrics | We’ve improved the Time ange component to make it more accessible and easier to use. Better usability – A more intuitive experience for selecting time ranges. Improved accessibility – Ensuring a smoother experience for all users.  |
Bug Fixes
| Area | Description |
|---|---|
| Chat Attachments | We’ve resolved an issue with Attachments failing to be added to the Chat conversation. This has now been fixed. |
| Contact log | We’ve resolved a very intermittent issue where contact logs cleared and reverted to default. This has now been fixed. |
| Contact Search | We’ve made a fix to ensure transferred tasks contacts with no replies will now appear in contact log. |
| Customer Input Fields | We’ve fixed an issue where the Customer Input created an indent on the left - this did not cause any functionality issues but has now been fixed. |
| Derestrict contact access | We’ve fixed an issue with the derestrict contact access feature which caused a 401 error due to permissions, this has now been made into a permission to fix the issue. |
| Email and Webform Channel Settings | We’ve fixed an issue where a incomplete list of Brand names appeared in the dropdown for the Email Channel Settings page. |
| Scroll bar - Settings section | We’ve fixed a small UI bug in which a scroll bar wasn’t appearing - this now allows users to scroll through the menu.  |
There are also several General Updates and bug fixes in this release.
Sunset Notice
Support for the Interactions Plugin will be discontinued in SmartAgent v2.96, as it has been deprecated for over a year. All customers will be transitioned to Contact Search and History, replacing the Interactions Plugin.