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New/Enhanced Functionality
Digital Messaging
- Enabled onboarding to the new M365 Copilot channel with updated provisioning and notifications.
Voice
- Enhanced agent hold/unhold messages to improve communication efficiency and customer interactions
- Streamlined system message documentation and Wiki access for better support and user experience
- Improved voice channel operations for seamless customer communication and service efficiency
- Unified Communications Platform integration with TTS ensures uninterrupted custom neural voice functionality
- Strengthened AI safeguards for more reliable responses.
- Enhanced stability by preventing session overloads and reducing errors
- Restored Signaling backward compatibility for existing Conversation Conductor setups
- Improved language support in transcription requests for more flexibility
- Enhanced language processing for smoother, more accurate interactions
- Addressed stability and reliability issues
- Limited token usage per session to ensure stable and efficient session performance.
Intelligent Routing
- Introduced a check that catches potential routing issues early, ensuring calls and chats flow smoothly without disruptions
- Bot transfers in Copilot are now faster and more accurate, improving Conversation-to-Queue transitions
- Engagement Context now passes more reliably in Copilot, enabling smoother conversation continuity
- Enhanced Conversation To Queue logging provides clearer insights for troubleshooting without impacting customer interactions
- Improved assignment logic ensures Copilot conversations route to the right agents with better accuracy
- Updated logic stops unnecessary retries when no matching agent is available, improving routing performance
- Enhanced prioritization ensures work items trigger more reliably during assignment
- Added monitoring to catch agent presence update failures, ensuring accurate status and better routing decisions
- Service Level Objectives added for CTQ to maintain consistent routing quality and measurable performance
- Conversations can now be transferred directly to User Groups, making handoffs smoother and more efficient
- Improved User Group transfers for voice interactions, ensure seamless flow
Repaired Functionality
Digital Messaging
• Proactive AI updates enhance upgrade experience
Voice
- Outbound call settings now load correctly, ensuring calls are handled consistently and reliably
- Ensured accurate hold/unhold notifications for better agent-customer interactions
- Capacity now releases correctly when a primary participant ends the call, preventing consultee lock-ins
- Calls in Progressive mode no longer drop after transfer music, ensuring uninterrupted customer interactions
- Improved audio quality with better noise suppression in Model Orchestrator
- Improved unsupported-language handling for better stability
- Ensured consistent, correct language greetings with no duplicates
- Addressed Azure Communication Service Connect issues
- Improved automated call reliability by resolving connection issues
Intelligent Routing
- Fixed session event creation to ensure smooth end-to-end conversation handling
- “Force Close” now correctly terminates conversations in the Waiting state
- Consult-to-Queue sessions end automatically when customers leave, preventing lingering conversations
- Stabilized Queue Position notifications in CTQ flows for reliable consult routing
- Corrected consult routing logic for accurate request handling
- Queue consults now reflect real-time status, improving post-timeout behavior
- Capacity profiles now transfer correctly during bot handoffs, enabling accurate agent assignment
- Supervisor assignment of open conversations is now more reliable, reducing handling delays
- Agent availability detection has been improved, fixing “available agent not found” issues
- Fixed rule-binding errors for correct Cross-Queue FIFO assignment
- Resolved empty-string parsing issues to enhance assignment precision
- Warm transfers now correctly switch the receiving agent’s presence to DND
- Assignment state jobs now run reliably, improving stability in state transitions
- Enabled reverse prioritization across queues for smoother handling
- Optimized assignment process for smoother, more reliable operations
- External team transfers now unreserve consultee capacity as expected
- Consult auto-rejoin after a warm-transfer rejection no longer blocks capacity
- Enhanced capacity management prevents session freezes, especially in VIP customer scenarios
- Capacity profiles now configure correctly for Teams On-Behalf-Of users
- Post-call bot is now triggered reliably when an agent disconnects, improving follow-up engagement
- Resolved configuration issues to ensure Proactive Outbound activates smoothly
- Context item counts now stay consistent for static read/write strategies, improving data reliability
- Fixed Custom Agent Availability failures caused by Conversation errors, ensuring smooth tracking.
- Repaired data-type issues affecting WhatsApp engagement retrieval for better channel consistency
- Stability improved by fixing errors tied to inactive/deleted organizations during state evaluation
- Session cleanup now works consistently, keeping the system healthy and stable
- Backend performance is improved by fixing database lock issues, allowing faster and smoother processing