In this release, we have added some specific fixes to allow a smoother User experience during specific tasks. As well as this, a number of general performance enhancements to boost stability and resilience have also been added to the system. 

Product Updates

User Portal/Contact Hub

Address book transfers. We’ve fixed an issue in Contact Hub where, after completing a transfer via the Address Book, users were incorrectly sent back to ready status instead of keeping the lead with them when the selected result code had “Keep Lead with Agent” enabled (Keeping the customers details on screen once they are transferred away from the User).

Dynamic Nailup. In Contact Hub, users of Dynamic Nailup (Inbound calls are offered to Users rather than automatically connected) will now hear an alert when the dialogue to accept or reject a call is presented.

Input Validation. A validation issue on Contact Hub was stopping users from saving certain city names due to the characters in use. The validation has been extended to incorporate them.

User Portal/Web Agent

Digital interactions. We’ve updated the system so that when the application is restarted, any open digital interactions will remain in the same state they were in before the restart, instead of being re-queued.

User Capacity. We’ve resolved an issue where agents with individual Capacity Plans were exceeding their capacity limits without being correctly marked as ‘At Capacity’. This fix ensures that capacity limits are now enforced as expected.

	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.