v2.96 Release Notes
| UAT Release Date | 3rd April 2025 |
|---|
Version 2.96 brings new features and important bug fixes to improve your experience with SmartAgent. The release includes better handling of agent status updates, enhanced chat configuration management, and improved accessibility for screen recordings. You’ll also find a more intuitive interface and tools to make managing your chat settings easier.
Accessibility Compliance
At SmartAgent, we are thrilled to announce that we have achieved compliance with WCAG 2.2 AA standards, a major step in ensuring that our platform is accessible to all users, regardless of their abilities.
This achievement means that SmartAgent is now easier to navigate for users with disabilities, helping us deliver an even better experience for everyone who uses our software. Whether it’s improved screen reader support, enhanced keyboard navigation, or overall better usability, these updates make SmartAgent more intuitive and inclusive.
This accomplishment has been made possible through our partnership with Zoonou, the UK’s only 100% employee-owned software testing company. Zoonou’s expertise in accessibility audits and testing was instrumental in helping us meet the high standards of WCAG 2.2 AA. Their in-depth knowledge and commitment to quality ensured that SmartAgent was not only compliant but also truly accessible, setting us up for success as we continue to prioritise inclusivity in every part of our platform.
With this compliance, we’ve made it easier for users to navigate SmartAgent using a variety of assistive technologies, contributing to a more efficient and inclusive experience for teams around the world. We’re proud to have partnered with a company like Zoonou, who shares our dedication to high-quality software and inclusivity.
For more information on the steps we’ve taken and our ongoing commitment to accessibility, visit our Accessibility Timeline.
Product Enhancements
| Area | Description |
|---|---|
| Screen Recording | Access and Viewing: We’ve updated Screen recordings to include Chat and Tasks, which are now accessible directly in SmartAgent alongside Voice, eliminating the need to go to Amazon Connect for playback. This feature is available for all contact types (chat, task and voice) and will be surfaced in Contact Search, QA Reports, and Contact Details. Deletion Feature: Supervisors can now delete screen recordings directly from Contact Search, with permission control. A confirmation prompt will appear before deletion, and each deletion will be logged in the Audit log. If you’re interested in this feature please get started using this help guide or speak to your customer advocate.  |
| Channel Settings - Webchat | Simplified Setup: We’ve made it easier to manage your chat settings. Descriptions are now added to each field so you can clearly understand the impact of changes. Improved Form Inputs: We’ve made the forms clearer by adding placeholder text to show exactly what kind of information is needed.  Helpful Tooltips: Additional context has been added to some form fields to help guide you while setting up your chat configuration. Contact Flow Integration: We’ve integrated a new dropdown menu to make it easier for you to choose your preferred contact flow. Selecting a flow allows you to determine the customer journey for the selected webchat instance.  |
Bug Fixes
| Area | Description |
|---|---|
| Real Time Metrics | Fixed latency issue where the agent status update would show an error message even if the status was already updated. This means your supervisors will get faster updates on the Real Time Metrics page. |
| ”Oops” Error | Resolved an Oops error caused by an issue to do with the chat experience and more specifically the editor within SmartAgent, this now runs smoothly without disruptions. |
There are also several General Updates and bug fixes in this release.
Product and Strategy Webinars
We’re excited to introduce a new format for sharing updates on our roadmap and the work we’ve completed. These webinars will offer an in-depth look at our future plans and recent enhancements, providing an opportunity for you to hear directly from our team. We will also be sharing key Amazon Connect updates and helping you to get the most from your solution.
The date for the first webinar will be confirmed soon in a separate communication, stay tuned for more details!