v2.99 Release Notes
| UAT Release Date | 3rd July 2025 |
|---|
We’re excited to announce the launch of SmartAgent version 2.99!
This release includes new enhancements to boost agent productivity, increase visibility, and make key features like filtering and search even easier to use — plus a few important bug fixes to keep everything running smoothly.
Product Enhancements
| Area | Description |
|---|---|
| Contact Search | New Recording Icons added to Contact Search. You’ll now see a recording column when searching for contacts - helping you quickly identify which contacts have associated recordings. A Play button appears when a screen recording is available. A Headphones icon appears when an audio recording is available. A Mobile Phone & Play icon appears when a Live Video Assist (i.e. agent-initiated video) has taken place. In addition, If screenshots were taken during the session, the number of screenshots will appear in the Attachments column. If no recording is available , the column will be blank for that contact.  This update makes it easier to spot and access important call and screen recordings directly from your search results - saving time and clicks. |
| Real-Time Metrics - RAG status | We’ve updated the RAG (Red-Amber-Green) status indicators on the Real-Time Metrics (RTM). Cleaner, more intuitive RAG visuals across all metrics. Improved accessibility for easier interpretation at a glance.  To enable these changes, please reach out to your Customer Advocate. |
| Real-Time Metrics - Filters | We have redesigned the filters on Real-Time Metrics. Searchable drop-downs for Status and Routing Profile. Quick “Select All” / “Deselect All” options. Save and Reset buttons for easier filtering Clear labels now appear in front of each filter This update helps Supervisors filter real-time data more easily and efficiently.  |
| Automated Rules | The View Email Audit table now displays when a Contact has been automatically ‘Ended’ by automated rules. This brings full parity with the Interaction Plugin, which will now be deprecated in this release. Actions performed by automated rules are now displayed in the Contact’s CTR under the ‘automated-rule’ heading. |
Bug Fixes
| Area | Description |
|---|---|
| Chat | We’ve fixed a bug where underscores ”_” typed or pasted by agents were showing as asterisks ”*” to customers. Underscores now appear correctly in all messages. |
| Contact search | We’ve fixed an issue where searches returned all marketing messages, i.e. SMS - Event Trace Records Results are now faster and show only what you’re looking for. |
| Quality Assurance | We’ve resolved an issue where the Agent Hierarchy field showed ”//” and returned blank reports, even when a valid hierarchy was selected. This now works correctly for all users across different hierarchies. |
This release also includes several general improvements and background fixes to further enhance platform stability and performance.
Sunset Notice
The Interactions Plugin will be discontinued in this release, as previously mentioned in the v2.98 release notes. The feature has been deprecated for over a year. All customers will be transitioned to Contact Search and History, which replaces the Interactions Plugin.”
See the following documentation for more details: Interactions Plugin