Product Updates

Manager Portal/Admin

Inbound Numbers. We’ve fixed an issue where disabling emergency routing didn’t properly update certain parts of the system. Additionally, Coaching Campaigns will no longer be incorrectly stopped when emergency routing is enabled. These improvements ensure emergency routing functions as expected and that coaching campaigns continue without disruption.

Manager Portal/Quality

Recording playback. We’ve improved call association for third-party Address Book calls to ensure recordings are correctly linked for playback. This ensures that calls remain correctly linked to the agent, allowing for seamless access to recordings in playback.

User Portal/Contact Hub

Digital Interactions. We’ve added alert tones for incoming digital messages in Contact Hub to help ensure important messages aren’t missed. A tone will play when a new customer message arrives, provided the message isn’t visible on screen - such as when the message isn’t from the active interaction, the browser tab isn’t focused, or the user is viewing another page or tab. However, to avoid disruptions, no tone will play if the user is on an active call.

Email. We’ve improved the email reply experience in Contact Hub when responding from the Manager Portal Ticket History page. Now, the message being replied to loads correctly and remains visible even after a refresh. Users can easily locate it using a scroll-to button or have it automatically brought into view when the interaction is selected. Additionally, if multiple interactions are assigned, replies are seamlessly maintained across tabs, allowing multiple responses to be in progress at once.

Scripts. We’ve fixed an issue where script rules were running too early, causing failures when applied to components that hadn’t loaded yet. Scripts now execute at the right time to ensure smooth performance.

Breaks. We’ve enhanced Contact Hub to better support break requests. Now, when a break is requested, the system updates the ‘Break requested’ flag. The user status will now display ‘Status - Break requested’ when applicable and reset automatically when a new status request is made.

	As well as the highlighted areas above, there have also been some 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.