v2.95 Release Notes
| UAT Release Date | 6th March 2025 |
|---|
The v2.95 SmartAgent release introduces the Assigned Work Card, which gives agents a quick overview of their routing profile, active channels, and availability. We’ve also made key enhancements to SmartPCI, Real-Time Metrics, and the Forgotten Password form, as well as implemented multiple bug fixes to improve contact search and contact history.
New Features
Assigned Work Card
Agents can now easily view their assigned routing profile in SmartAgent, improving transparency in call-handling configurations.
- New agent Assigned Work card - Appears in the the header (far right-hand side when permission is enabled).
- See active channels – Instantly check which channels you’re assigned to.
- Monitor availability – Quickly view if you have any open slots left to handle a contact.
Product Enhancements
| Area | Description |
|---|---|
| Forgotten Password Form | The ‘Forgotten Password’ form has been enhanced for a clearer and more user-friendly experience. |
| Real-Time Metrics | The Agents Real-Time Metrics section provides managers with key insights into their team’s activity—what they’re handling, when they’re on a break, and overall performance. We’ve made significant improvements to enhance both speed and accuracy, ensuring the data is a reliable source of truth. Additionally, we’ve refined the structure of the section to better align with Agent Hierarchy. This means: If admins wish they can restrict supervisors to now filter and view only the agents within their specific hierarchy / teams. If no Agent Hierarchy is set you’ll still be able to see all agents in a single list view and within the hierarchy filter the section will be labelled as “not categorised” and the “team” column will be removed from the real time display for any customers without any agent hierarchy set at all.  These updates make it easier to access the right information faster and more accurately than before, whilst allowing a better restriction of access if required. |
| SmartPCI | We’ve added the ability for agents to capture a contact’s customer reference number, amount, and payment journey when processing a SmartPCI payment. |
| Wallboards | Building on enhancements made to Real-Time Metrics in previous releases, we will be upgrading Wallboards to deliver the same benefits. This means that your at-a-glance view will provide more up-to-data and consistent information, with faster refresh rates and improved functionality. |
Bug Fixes
| Area | Description |
|---|---|
| Contact Cards | The names of sub-channels displayed on Contact Cards are now correctly capitalised e.g., Email, Instagram, etc. |
| Contact History | Fixed an issue where sorting by date, .i.e.‘Oldest/Newest’ returned empty values. Ensured that date sorting is now in correct Chronological order. |
| Contact Search | Users can now search for a contact by email address without worrying about case sensitivity. |
| Real-Time Metrics | We’ve fixed an issue where multiple tools tips were displayed when a user hovered over the options in the ‘Routing Profile’ drop-down list. |
There are also several General Updates and bug fixes in this release.
Sunset Notice
Just a reminder that support for the Interactions Plugin will be discontinued in SmartAgent later this year, as it has been deprecated for over a year. All customers will be transitioned to Contact Search and History as a replacement for the Interactions Plugin. If in doubt, please contact your Customer Advocate for assistance. Further details can be found at the below link.