Release 5.1.6 contains several new features to enhance the use of Contact Hub as well as interaction history and call recordings. As well as these, a number of performance enhancements to boost stability and resilience have been added.
Product Updates
User Portal/Contact Hub
Force Focus. We have fixed an issue where Contact Hub would not come into focus when a stat alert with “force focus” enabled was triggered on a dashboard widget. Now, the application will properly focus on the Contact Hub tab when the alert threshold is met, ensuring that agents receive timely notifications and can respond promptly.
Ticket History. When users click ‘Reply’ to an email in Ticket History, they will now be redirected to Web Agent. This ensures users can reply to messages directly without unnecessary redirection.
Manager Portal/Admin
IVR. The External Transfer element in the IVR builder now supports dynamic phone number entries, allowing businesses to set transfer destinations dynamically. This enhancement provides greater flexibility and efficiency in managing call transfers based on real-time needs. Example - Contacts have a reference number. When calling in, the IVR can recognise that reference and match it to a specific transfer number. Should the contact choose the transfer option, the IVR will transfer them to the correct destination. This update also enables you to remove the need for having multiple transfer elements on an IVR.
New Features
User Portal/Contact Hub
Queues. Within Contact Hub, users will now receive toast notifications when they are added to or removed from call queues. This feature keeps users informed in real-time about their queue status changes.
User Portal/Contact Hub
History. We have enhanced the My History feature in Contact Hub. Agents can now view their history beyond just the current day, accessing records from as far back as needed.
User Portal/Contact Hub
Campaign Selection. In Contact Hub, the Campaign Selection page now shows custom images set at the campaign level. If there isn’t a custom image, you’ll see the usual placeholder icons. These images update every six hours. For the bottom left user menu, it now displays your profile picture from CTU. If you haven’t uploaded one, your initials will be shown instead.
Manager Portal/Quality
Recordings Playback. MaxContact now allows clients with the necessary permissions to delete their own call recordings, streamlining data management and enhancing privacy compliance. This self-service feature reduces reliance on support ensuring faster compliance response. Each deletion is individually logged with timestamps and user details for audit purposes, and a confirmation dialogue helps prevent accidental deletions.
Deletion of recordings is permanent and the recordings are non-recoverable once completed.
Manager Portal/Data
Record History > Ticket History. MaxContact now allows clients with the necessary permissions to delete their own attachments, streamlining data management and enhancing privacy compliance. This self-service feature reduces reliance on support, ensuring faster compliance response. Each deletion is thoroughly logged with timestamps and user details for audit purposes, and a confirmation dialogue helps prevent accidental deletions.
 | As well as the highlighted areas above, there have also been some minor quality-of-life improvements and software stability fixes added to the product. |
 | New additions are currently in the Beta phase of production. You may see this icon for areas containing these features and changes within the product. |
