These release notes offer an overview of the major new features, enhancements to existing features, and basic instructions, and references to the appropriate knowledge base articles, on how to set up and use the functionality.  Please contact the Support Team for additional assistance.

A PDF version is available to download at the end of this article.

Smart wrap up (AI)

Smart Wrap Up – AI-powered efficiency for smarter agent workflow. (CCDEV-8366)

Say goodbye to manual wrap-up fatigue! Smart Wrap Up, a new Sidekick feature, streamlines post-interaction tasks, helping agents work smarter and close interactions faster. By automatically generating summaries and suggesting follow-up actions or dispositions, Smart Wrap Up reduces after-call work, improves accuracy, and ensures every interaction is logged with consistency.

• Speed & accuracy – No more scrambling for notes. AI-generated summaries ensure agents capture key details effortlessly.

• Smarter decision-making – Get AI-driven follow-up recommendations and disposition suggestions to wrap up with confidence.

• Customizable AI output – Tailor summaries and suggestions using prompts to fit your unique workflows.

How it works

• An optional module AI - Sidekick - Smart Wrap Up.

• Works across all channel interactions, enabled per queue.

• For call queues, summaries are generated from real-time transcriptions (requires AI Sidekick - Real-time Transcription).

• For digital interactions, summaries are based on existing digital transcriptions.

• Fully customizable with prompts — plus, a default ‘General Wrap Up Prompt’ is for quick start.

This feature is built to help your agents focus on what matters most — delivering exceptional customer experiences. Smarter wrap-ups, happier agents, better CX.

See knowledge base articles Create AI Sidekick Smart Wrap Up Prompts, Configure AI Sidekick Smart Wrap Up, and Agent Experience - AI Sidekick Smart Wrap Up. 

Watch: https://youtu.be/_2pqr0Xe2WQ

Score Assist (AI)

Automate Quality Management with AI powered evaluations. (CCDEV-8991)

Say goodbye to time-consuming manual evaluations! Score Assist, a new AI Insights feature, enhances Quality Management to automate quality monitoring, making evaluations faster, more consistent, and more insightful. With AI-driven responses, and smart contextual analysis, your team can focus on coaching and performance improvement rather than manual data entry.

• Faster evaluations – AI automatically completes evaluation forms by analyzing transcripts for the interactions added to an evaluation list.

• Evaluation form and question guidelines – Provide guidelines for both AI and human evaluators, providing important context and allowing accurate form completion first time and every time. 

• Save or submit – Configure Score Assist to save (allowing human review) or save & submit (avoiding the need for human involvement).

• Consistent & objective scoring – Eliminate human bias and ensure standardized assessments.

• Smarter insights – AI-generated notes provide deeper context for each evaluation.

• Seamless workflow integration – AI assistance fits naturally into your existing QM processes. 

• Ad-hoc evaluations – Use Score Assist to fill out ad-hoc evaluations triggered from detail reports by using Ask AI in the evaluation form. Requires a human to save and submit.

How it works

• An optional module AI - Insights - Score Assist.

• Either bulk process evaluations for multiple interactions automatically or hand-select the interactions to use Score Assist on

• Fine-tune AI (and human) responses with form and question guidelines

• Enter a session ID in the form editor to test AI-generated responses before launching

Note: Example guidelines have been added to the canned evaluation forms provided when installing the Quality Management module. Uninstall & reinstall the module to see the updated forms.

Watch: https://youtu.be/4o3eEIorguM

Report categories

Categorize reports your way. (CCDEV-8193)

Navigating reports just got easier! Categorization in Report Designer lets you organize reports into user-defined categories, making it simple to find, manage, and maintain your reporting structure. No more hunting for reports—keep everything neatly sorted and easily accessible. All canned reports have been categorized for you, categorization of custom reports is entirely optional.

• Custom organization – Create categories that fit your business needs.

• Faster access – Filter and group reports by category in the Report Designer grid.

• Bulk assignment – Assign multiple reports to a category at once.

• Streamlined report management – Keep your reporting interface clean and organized.

• No limits – Define as many categories as you need with no restrictions.

How it works

• Report Administrators create categories, Report Designers assign them.

• Custom categories for custom reports; pre-categorized system canned reports.

• Organize the report grid using custom groupings.

See knowledge base articles Managing Report Categories and Grouping in the Reports Grid.

Direct line

Seamless Call Transfers between your UCaaS and Contact Center (CCDEV-6793)

Bridging the gap between UCaaS and ACD systems, Direct Line enables seamless call transfers between your unified communications platform and your contact center. Whether for internal collaboration or direct customer access, this new module eliminates missed connections, reduces friction, and enhances operational efficiency—all while maintaining the flexibility of your existing UCaaS solution.

• Instant, direct connections – Skip complex IVRs and route calls straight to agents or queues.

• Customer-centric – Faster, more seamless experiences for external callers.

• Hybrid flexibility – Maintain UCaaS for internal calls while leveraging advanced ACD routing where needed.

• Seamless queue management – Direct Line queues are pre-configured for smooth call handling.

• Intelligent call routing – Calls follow real-time agent availability and predefined fallback rules.

• Insights – Agents can view call and voicemail history in Recents and Conversation History, while Supervisors can view it all within reporting.

How it works

• Call routing via SIP trunk; back-office users dial an agent’s Direct Line extension, routing calls into the contact center queue.

• Call routing via phone numbers; external callers dial a Direct Line number to connect instantly to a targeted agent or queue.

• Calls connect only if the agent is available; otherwise, fallback configurations (voicemail, next available agent) are triggered.

• Custom voicemail messages; personalized messages using phonetic names and language preferences.

• Dedicated Direct Line queues for both voice and voicemail, auto-assigned to ACD agents.

• Easy administration; bulk upload extensions, assign users, and manage settings via an intuitive interface.

Watch: https://youtu.be/pqnE3aEGe1k

Service Now integration

We’re excited to introduce a native ServiceNow integration, streamlining how agents access and manage customer cases in Service Now across calls, emails, and SMS interactions in the contact center. (CCDEV-7022)

The integration matches against inbound contact telephone number or email address and provides:

• Instant case screen pop for 1:1 contact matches – Automatically display the matching ServiceNow case when handling interactions.

• Case selection for multiple contact matches – Agents select from multiple matching cases if more than one exists.

• Seamless new case creation – If no match is found, a blank case auto-pops, allowing agents to log new details in real-time.

• Interaction data written to case summary.

Alternatively, the integration can be configured to accept a case number before routing the contact as per menu options. This integration eliminates manual searches, reduces handling time, and boosts agent efficiency, ensuring customers receive faster and more informed support.

See knowledge base article Configuring the Service Now integration.

Agent login / logout tracking

We’ve introduced a new timeline, ACDSession, to provide clearer visibility into agent ACD login & logout activity. (CCDEV-8996)

• Separate tracking for agent ACD vs. portal logins – ACDSession captures agent logins and logouts in the Agent Experience, Desktop Experience, and Mobile Experience, distinct from Admin Portal logins.

• Refined Change Log report – The Change Log report modified to include ACD Login and ACD Logout in the Item Affected column.

• Custom reporting options – Create a custom detail report using the ‘User Audits’ or ‘User States and Audits’ data sources. Key columns include: Date / Time, User, Timeline Type, ACD User State

New reports

Denied users

Understanding agent availability just got easier! The new Denied Users report provides a detailed breakdown of denied events, helping contact centers track agent downtime and system-enforced Not Ready time after a denied event. (CCDEV-8424 released in v24.3.10)

User summary

Gain actionable insights into agent activity; improve performance, balance workloads, and enhance customer experience! The new User Summary report offers a detailed view of agent productivity and efficiency, making it easier to analyze performance and optimize workforce management.

Queue performance

Introducing the Queue Performance report, a powerful new report designed to provide key performance metrics at the queue level. This report delivers clear, actionable insights to help tune queues, improve service levels, and enhance customer experience.

Survey Q&A summary

A new Survey Q&A Summary report, a high-level overview of survey responses to help you track trends and measure customer feedback. The report provides instant visibility into survey performance, helping teams identify key insights and drive decision making. 

Call queue rule: Capture Digits

Introducing a powerful new Then action for call Queue Rules “Capture Digits”. This feature enables case numbers or other identifiers to be collected using DTMF input from the caller’s keypad before they enter the queue. (CCDEV-9374)

• Seamless data collection – Capture caller-entered digits.

• Screen pop integration – Reuse captured digits in a queue-level screen pop URL using {UserData.CapturedDigits}. For example: https://myscreenpop.com/caseId={UserData.CapturedDigits} 

• Optimized prequeue experience – Can be configured to run “Prequeue - Before Prequeue Announcement Before Queuing” and “Prequeue - After Prequeue Announcement Before Queuing”

This new feature ensures agents receive relevant case information upfront, reducing handle time and improving customer experience.

See knowledge base article Queue Rules: Capture Digits.

IP whitelisting

IP Whitelisting is now available—an essential security upgrade that gives you tighter control over who can access your contact center. (CCDEV-7225) Restrict access to the Agent / Desktop / Mobile Experience, Admin Portal, and optionally external API calls by only allowing connection from approved IP addresses. Think of it as a virtual bouncer—only trusted devices on your list get through, significantly reducing the risk of unauthorized access, helping you meet compliance standards and protect sensitive customer data.

• Whitelist by IP or Range – Add IPv4 addresses one-by-one or use CIDR notation to cover ranges. IPv6 addresses not supported.

• Real-Time Monitoring –  Changes to whitelist rules, and all login attempts (approved or denied), are logged in the Change Log report. A new Event Notification type (Failed IP Address Login Attempt) can trigger alerts via email, SMS, or voice, notifying your security or IT team.

• Enforce IP Whitelisting for API Keys - control which API calls are verified against the whitelist.

Secure your perimeter. Keep your contact center locked down and your operations protected.

See knowledge base article IP Whitelisting.

Enhancements

Match any / all competencies

In high-volume contact centers, ensuring fast and efficient routing is critical. This enhancement allows you to expand the target agent pool dynamically when a contact enters a queue, whilst queuing & during transfers—without changing queues or impacting reporting. If no agents with the exact match are available, you can broaden the criteria to include agents with partial competency matches, reducing wait times while maintaining service quality. This flexibility ensures customers are assisted faster while optimizing agent utilization. (CCDEV-5604)

• Flexible agent matching – Choose between Match All (default) for precise skill-based routing or Match Any for faster handling.

• Expanded agent pools – Reduce wait times by allowing ANY competency match to increase routing flexibility.

• Change Queue Properties – Dynamically adjust queue, competency, priority & language to optimize call distribution using Queue Rules, in-queue option or timeout behavior. If a Change Queue Properties rule has already been applied, it cannot run a second time after a call has been re-queued with changed competency requirements via Admin Requeue, In-Queue Timeout or In-Queue Option. This restriction ensures that the competency changes made by the requeue action remain intact as intended.
  
  

Any / all competency logic is available in: 

• Menus (Enqueue, Check Logged In & Check User Available)

• Queues (In-Queue Options and In-Queue Timeout)

• Touchpoints (email & SMS open, closed and holiday behaviors)

• Queue Rules (new Then Change Queue Properties )

• Queue Handling, aka In Queue Availability, dashboard card (Match Any represented by a * as the first character of the value in the Competency column; Total Skilled Agents, Agents Logged In, Not Ready and Ready counts take into account match any/all competency requirements)

• Transfers in the Agent Experience, Desktop Experience & Mobile Experience

• Active Contacts, aka ACD Interactions, dashboard card (Admin Requeue)

• Direct Line

Note: For denied contacts and for callbacks the requeue follows the competency assignment as per the initial leg.

See knowledge base article Queue Rules and Queue Configuration: Call Settings - In-Queue Options.

Agent experience

Do Not Contact text message enforcement

Agents can no longer send text messages to contacts who are on the Do Not Contact list for Do Not Text. (CCDEV-8669)

• Message blocking – Outbound texts to Do Not Text contacts are not sent.

• Agent notification – A toast confirms: “Message not sent. This customer is on the do not contact list.”

• No conversation history entry – Blocked messages do not appear in the interaction history.

• Mid-conversation STOP compliance – Contacts can send a STOP message at any time to prevent further texts from agents while still allowing them to send messages inbound.

Screen pops

Screen pops have been made consistent across more call scenarios ensuring agents have the right information at the right time.

• Screen pops persist on transfer – When a call is transferred to another agent, the original screen pop now follows the interaction, keeping key details accessible. Applies to all call directions and transfer types. (CCDEV-6860 released in v24.2.11)

• Expanded support for screen pops in the side panel – Now launching for:
  
  

  • Callbacks – Ensure agents have customer details upfront. (CCDEV-7324)

  • Inbound & Outbound Preview Dialer Calls – No more missing context when handling preview dialer interactions. (CCDEV-8661)

Dispositions

Managing call outcomes just got easier! When dispositions are enabled for a queue, agents now have a multi-select, searchable dropdown for faster, more efficient selection—both during an interaction and in wrap-up. (CCDEV-8368)

Resizable notes

Agents can now resize the note capture control by clicking and dragging in the bottom-right corner —both during an interaction and in wrap-up. (CCDEV-8373)

Note: Only applicable in the Agent Experience and Desktop Experience.

Wrap-up panel

Multiple changes have been made to the Wrap-Up Panel to improve usability, visibility, and efficiency for agents. (CCDEV-8376)

• Cleaner layout – Expand/collapse arrowheads removed; the sizing handle remains for manual adjustments.

• Improved queue name styling – Smaller font, now bold for better visibility.

• Repositioned wrap-up timer – Timeout countdown timer now aligned right with a clear ‘Time to complete: MM:SS’ label.

• Easier timer reset – The reset button is now next to the countdown timer for quicker access.

• Unlimited wait timer removed – Use the state timer in the Agent Experience instead.

• Auto-adjusting panel heights – Wrap-up and interaction panels now adjust dynamically for optimal content display.

• Transcription visibility – The wrap-up panel now resizes automatically to ensure at least one line of transcription is visible.

• Scrollable content – If content exceeds the panel height, scrollbars are enabled for seamless navigation.

Additionally, in the Mobile Experience only. (CCDEV-8371)

• Vertical stacked layout – Content is now neatly organized in a vertical format.

• Independent scrolling – Each section scrolls separately for easier navigation.

• Persistent ‘Complete Wrap Up’ button – Always visible and fixed for quick action.

Collapsible navigation panel

Agents now have greater control over their screen layout with the new collapsible / expandable navigation panel, available across the Agent Experience, Desktop Experience, and Mobile Experience. (CCDEV-8370) 

• Collapsible panel – Expand or collapse the panel for a cleaner, more focused interface.

• Available across all stages of an interaction – Works during conversations, wrap-up, and other tasks.

• Adaptive visibility – The toggle is hidden when the panel takes up all available space (e.g. on mobile devices).

Administration

AI user roles

The two AI user roles have been updated with new names and improved functionality. (CCDEV-9134)

'Agent AI Insights On Demand' renamed to 'Agent AI Insights'. 

• This role now governs both automatic and on-demand AI insights for agents.

• When granted, agents can:

  • Trigger on-demand AI insights via the Recents dashboard in Agent Experience.

  • Have their interactions included in queue-based AI insights.

• When revoked, an agent’s interactions are excluded from both automatic and on-demand AI processing.

• If re-granted, their future interactions will be processed, and historical interactions may also be processed on demand.

'Agent Real-Time Transcription' renamed to 'Agent AI Sidekick'. The role name has been updated to better reflect its purpose in providing real-time AI-powered assistance.

Simplified queue AI configuration

Managing AI-powered features Transcription, Insights, and Sidekick is now more intuitive than before! AI settings have been streamlined across all queue types, giving administrators greater control with a cleaner, more efficient configuration process. (CCDEV-8907)

• Clearer controls – The ‘AI Enabled’ toggle is now simply ‘Enable AI’.

• Simplified transcription management – A new ‘Insights - Auto Generate %’ setting now determines auto-transcription, replacing the old ‘Percent’ and ‘Only On Demand’ options. Transcription can still be used without Insights by toggling Summary, Topic Detection, and Sentiment Analysis individually. 

• Improved on-demand transcription – A single ‘Allow On Demand’ checkbox at the Insights level replaces all of the old ‘Only On Demand’ options for each insight. When selected, all enabled insights can be generated on demand. Set auto-transcription to 0% while still allowing users to generate ad-hoc transcriptions and insights.

• Merged sidekick settings – A single ‘Enable Sidekick’ toggle now activates real-time or voicemail transcription, depending on queue type.

Expanded storage options for call queue recordings

The storage time options available for retaining call queue audio recordings have been expanded to include 18 months, 2 years, 3 years, 5 years and 7 years. (CCDEV-3431) This change allows organizations to better align their storage policies with compliance requirements and business needs.

Automatic wrap after outbound dial failure

Telephone Call and Preview Dialer queues can now be configured so that agents automatically transition into wrap when an outbound dial fails—ensuring every interaction is properly logged. (CCDEV-9291).

See knowledge base article Queue Configuration: Common queue settings - Wrap up.

Enhanced chat messaging

The contact-facing chat client has been improved to better support longer, more structured messaging by changing the input to allow for multi-line and text wrapping (CCDEV-8894, released in v24.3.13).

SMS custom compliance messaging

Administrators can now define custom keywords and replies for SMS compliance messaging (opt-in, opt-out, and help responses). (CCDEV-4378).

• Fully customizable compliance messaging – Default START, STOP, and HELP keywords/replies are provided but can be modified within SMS touchpoint settings (Administration > Channels > SMS > select an SMS touchpoint).

• Automated Do Not Contact list management – Contacts who send an opt-out keyword are automatically added to the system Do Not Contact list for SMS. Contacts who send an opt-in keyword are automatically removed from the Do Not Contact list, allowing future SMS communications.

• Flexible keyword recognition – Keywords are case-insensitive (e.g., help, HELP, Help, hElP all trigger the same response) and must be sent in isolation to trigger a response—if included in a sentence, no automated reply is sent.

• Granular control over compliance messaging – Removing a reply but leaving keywords in place will trigger the default system reply. Removing both the keyword and reply disables the associated compliance messaging entirely.

• Custom ‘SMS Opt Out’ message pre-release – automatically used as ‘Opt-out Reply’ post release.

SMS alphanumeric sender ID for one-way SMS

Alphanumeric sender IDs for one-way outbound SMS messages now supported, providing greater brand recognition and trust. (CCDEV-8651)

• Send SMS with a custom alphanumeric sender ID – Replace phone numbers with a brand name or custom identifier (up to 11 characters). Supports uppercase and lowercase letters, numbers, and spaces (but cannot be numbers only).

• Automatic fallback to phone number – If an alphanumeric sender ID is not supported in a recipient's region, the SMS defaults to the original phone number for successful delivery.

• One-way messaging only – Contacts cannot reply to messages sent from an alphanumeric sender ID. For two-way messaging, the SMS must be sent from a standard telephone number. Availability depends on country and telephony provider.

See knowledge base articles Enable Telephony Provider to Allow SMS Alphanumeric Sender ID and Configure Telephone Number to Use SMS Alphanumeric Sender ID.

Global emergency

The Global Emergency Action Message now includes Transfer External and Greeting options, providing greater flexibility and control in critical situations. (CCDEV-7215, released in v24.3.0)

Contact Manager OpenSearch migration

The Contact Manager has been migrated to OpenSearch, bringing improved search performance, scalability, and reliability. (CCDEV-8336) 

This change has been made to reduce the number of empty or unnecessary entries.

Third party integrations

The CRM Integrator module has been renamed Third-Party Integrator to better reflect its expanded functionality. (CCDEV-7022)

• The module now appears as Third-Party Integrator in both new and existing installations.

• Third-party integrations can now be found under:  Administration > Integrations > Third-Party Integrations.

System administration

APIs

Bring your own storage failure alerts

Two new APIs have been created to help parent accounts identify Bring Your Own Storage (BYOS) errors in child contact centers. (CCDEV-5671)

The GetFailedUploads API (GET Apps/FileStorage/GetFailedUploads) alerts parent accounts of BYOS errors in child contact centers by returning a JSON object listing the child contact centers and their failed upload counts. The failed count is capped at 99 per child contact center; the API is intended solely as an alert that issues exist, not to identify each individual error. 

The SendFailedUploadsEmail API (Apps/FileStorage/SendFailedUploadsEmail) executes GetFailedUploads and then manipulates the JSON object returned into an email suitable format for onward sending to recipients. The API takes the following 5 parameters (4 mandatory, 1 optional) to define the email:

• to - a comma separated list of recipient email address(es); mandatory

• toName - a comma separated list of friendly name(s) to associate with recipient(s) email address(es); the count of friendly names must match the count of recipient email addresses; mandatory

• fromField - the sender email address; mandatory

• fromName - the friendly name to associate with the sender email address; mandatory

• subject - the email subject line; optional, if left blank / not passed the subject defaults to ‘Bring Your Own Storage Provider Report’

Only contact centers with failures are included in the email. Example:

Del Boca Vista Flats (6bf3391e-7672-4616-b464-6a5aad9c18ab)

Failed Upload: 7

Failed Archive: 3

In the event there are no failures the email reports “There are no failed upload or archive tasks”.

Note: Requires configuration. Use a scheduled task to run SendFailedUploadsEmail automatically at appropriate intervals. See knowledge base article ‘Configure BYOS Failure Alerts’ for more information.

MassLoadPhoneNumbers

A new API, MassLoadPhoneNumbers (POST Apps/PhoneNumbers/MassLoadPhoneNumbers), has been created to add or update telephone number touchpoints in a contact center using a CSV file as source. (CCDEV-4825)

SaveReferVariables

A new System API, SaveReferVariables (POST Apps/Kamailio/SaveReferVariables/{sipCallId}, has been created to extract variables starting with ‘X-Refer-’ (case sensitive) from the SIP REFER header and write them to the session. (CCDEV-9022)

Task queues

The ability to rerun all failed task queue tasks at once has been removed. Instead, you must now select the specific tasks you want to rerun and use the "Rerun Selected Tasks" option. (CCDEV-6898) When AI tasks fail, they are added to the failed task queue for their type (Mass Summary Queue, Mass Sentiment Analysis Queue, Mass Transcription Queue and Mass Topic Detection Queue), allowing for retries later. (CCDEV-8596)

Note: Only applicable if the Task Queues module is installed.

Dialer

List management

The dialer list upload process has been enhanced to provide better visibility while lists are uploading and to eliminate guesswork. (CCDEV-9903)

• "Waiting in Queue" Icon – Displays in the grid while a list is waiting to be uploaded.

• "Processing Timed Out" Icon – Indicates an upload failure; the list must be deleted and reuploaded.

Agentless

Campaign stop warning

To prevent accidental data loss and unintended redials, a confirmation warning is now displayed when stopping agentless voice and SMS campaigns. (CCDEV-5921, released in v24.3.0)

Contact Data report inclusion

The Contact Data report has been extended to support Agentless Campaigns, providing better visibility into campaign performance. (CCDEV-5659)

Preview 

Add list to campaign

You can now add dialer lists to running preview campaigns without stopping them! (CCDEV-9633)

• An “+ Add List to Campaign" button is now available while a campaign is running.

• Allows dialer lists to be topped up in real-time, ensuring continuous dialing.

• Animated progress indicator shows lists being added while existing numbers continue to be dialed.

Auto retry for out of hours contacts

Maximize contact reach with the new Auto Retry Out of Hours setting in preview dialer campaigns. (CCDEV-8436, CCDEV-8705, released in v24.3.9) This feature ensures contacts skipped due to time zone mismatches are automatically retried when they become eligible.

Dialer lists can include a Timezone column to match contact attempts with their local time. If a contact’s local time falls outside the campaign’s Hours Profile, they are skipped. With Auto Retry Out of Hours enabled:

• Skipped contacts are reassessed every 15 minutes.

• When their local time aligns with campaign hours, a dialing attempt is triggered.

Campaigns that keep running

A new setting, Requires Manual End, allows preview dialer campaigns to continue running indefinitely until manually stopped—even if all numbers in the associated lists have been dialed. Ideal for API-managed campaigns, ensures seamless dialing for dynamically managed lists, campaigns automatically resume dialing as new numbers are added. (CCDEV-9632)

User interface changes

Association of dialer lists with preview campaigns has been enhanced to not permit the campaign to be started until all dialer lists have been fully associated. An animated progress indicator has been added to the Preview Campaigns grid to show import progress with a tooltip indicating “Busy: Loading numbers from list X of Y” or “Busy: Removing numbers from campaign”. The Contact Import Progress modal has also been updated to better display progress and to auto-refresh. (CCDEV-9833)

To improve clarity when stopping a preview dialer campaign, the following changes have been made: (CCDEV-9630)

• The “Stop Campaign” button is now labelled “End Campaign” for better distinction.

• The confirmation modal displays clearer messaging:
  
  End Campaign [campaign name]
  Are you sure you want to end this campaign? Ending this campaign will reset all associated lists and stop all further dial attempts. Once ended, this campaign cannot be resumed from its previous state. To continue running this campaign, select "Cancel." To proceed with ending the campaign, select "End”.

PBX interruptions

Agents can now stay fully focused during preview dialer calls, as PBX calls will no longer route to them while they are in the preview phase. (CCDEV-9315)

PBX - Dial contacts in Contact Manager 

The Contact Manager is now fully integrated into the PBX, allowing users to search for and dial contacts directly from the PBX phone’s Search field. (CCDEV-6640, released in v24.3.0)

Quality management

Evaluation integrity has been strengthened with an update to detail reports that have been shared as dashboard cards. (CCDEV-9025) 

Previously, when agents accessed their evaluations via a detail report shared as a dashboard card, they could also create, save, and submit their own evaluations. With this release, only users with the Manager or Administrators roles can perform these actions, ensuring greater accuracy, control, and fairness in the evaluation process.

Evaluation lists also display a new icon, Complete Existing Evaluation(s), that provides access to a modal that lists all incomplete evaluations (i.e. saved but not submitted) for that interaction. This enhancement streamlines the evaluation process by allowing incomplete evaluations to be identified and continued quickly.

Reports

Agent leg data

Agent leg data represents the connection (via WebRTC, SIP, and PSTN) between the platform and each agent. A new contact center level setting, Save Agent Legs (disabled by default), helps manage report clarity by allowing you to decide whether agent connection details (WebRTC, SIP, PSTN) should be included in report data. (CCDEV-8849, CCDEV-8850, CCDEV-8851, CCDEV-8852, CCDEV-8941) Contact support to enable saving of agent leg data (disabled by default). Enabling will increase data storage requirements.

• When included:

  • More Filter Options – use the CDR Leg Type filter to refine reporting views.

  • Better Report Readability – Agent leg data is:

    • Included in reports as discrete items (when enabled).

    • Automatically filtered out of real-time dashboards & BYODB integrations.

See knowledge base article Reports and agent leg data.

Change log

The Change Log report has been migrated to OpenSearch (CCDEV-6049, CCDEV-7390, CCDEV-8690, CCDEV_8996), unlocking faster, more accurate search capabilities along with enhanced auditing for greater transparency and control.

• Improved search & filtering – Quickly find records with advanced date filtering and search options.

• Expanded auditing capabilities:

  • Agent login & logout - Track when agents log into (ACD Login) and out of (ACD Logout) the Agent Experience.

  • Queue changes – Track modifications to queue configurations.

  • Call recording download & playback – Monitor who accessed recordings and when.

Dialer detail

The System Disposition column (formerly Carrier Call Detection) in the Dialer Detail report has been expanded to provide deeper insights into agentless dialer voice campaigns. (CCDEV-5658, released in v24.3.0)

The report now tracks and displays the following six key system dispositions for agentless dialer voice campaigns:

• Bad Number – Invalid or disconnected number

• Busy – Line was engaged

• Dialing Error – Issue occurred while dialing

• Failed – Call could not be completed

• Live Answer – Contact successfully answered

• Voicemail – Call reached voicemail

Enhanced agent activity tracking

Gain deeper insights into agent activity with the new User States & Audits data source, enabling detail reports to be created that audit login, state change, and logout events across ACD User Profiles. This update provides a clearer view of agent availability and ensures comprehensive auditing of agent actions. (CCDEV-8996) 

• Improved Workforce Oversight – Track when agents log in, change state, and log out across ACD User Profiles.

• More Accurate Auditing – Ensure compliance and transparency in agent activity.

• Clearer ACD Session Tracking – Differentiate between logging into the portal and logging into Agent Experience.

• New ACDSession Timeline – Tracks Agent Experience login/logout separately from portal login.

Grid & scheduling enhancements

Usability improvements have been made to the Reports grid and Schedule button placement, making report management more intuitive and efficient.

• Simplified Report Scheduling – The Schedule button has been moved out of the More menu for quicker access—now located where the Copy As button was. Copy As has been relocated into the More menu. (CCDEV-8515)

• Improved Reports Grid Layout – Default columns now include: Name, Category, Description, Created By, Modify Date, and Status. The following columns remain always visible: Selection checkbox, Actions menu, Type, and Sharable Link.

• Better Report Type Recognition (CCDEV-8664) – Type is now displayed as text instead of an icon:  Chart, Custom,Detail and Summary.

Hide system reports

Share system reports across child contact centers while not displaying them in their Reports grids. (CCDEV-8226)

• Hidden Report Sharing – System account reports shared to child contact centers without appearing in their Reports grid.

• API Access – Hidden reports remain accessible via the RunReportByName API.

• Custom Dashboard Publishing – Publish custom dashboard cards without exposing the underlying report.

Metrics

Introduced new metrics and refined existing ones to provide deeper insights.

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• Active Users (Distinct) – Counts unique active users within a specified time interval using WallUser timeline data. Best used with shorter intervals (e.g., 15 minutes) for optimal accuracy. Available in summary reports only. (CCDEV-4517) 

• Answered (Direct) – Tracks direct (i.e. where IsMaster = true) inbound interactions answered by an agent. Excludes transfers and can be reported as a total (detail and summary) or percentage (summary only). Available in detail & summary reports. (CCDEV-8713) 

• Handled (Direct) – Counts direct (i.e. where IsMaster = true) inbound & outbound interactions handled by agents. Available in summary reports only. (CCDEV-8713) 

• Handle Time (TTI) – The length of time agents spent handling contacts (includes wrap time). True to interval. (CCDEV-6762)

• Inbound Talk Time (TTI) – The length of time agents spent conversing with contacts during inbound interactions. True to interval. (CCDEV-6762) 

• Inbound Wrap Time (TTI) – The length of time agents spent in wrap following inbound interactions. True to interval. (CCDEV-6762) 

• Long Abandoned (%) – Percentage of contacts that disconnected while in queue longer than SLA before reaching an agent. Available in summary reports only (CCDEV-8622 released in v24.3.10)

• Outbound Talk Time (TTI) – The length of time agents spent conversing with contacts during outbound interactions. True to interval. (CCDEV-6762)

• Outbound Wrap Time (TTI) – The length of time agents spent in wrap following outbound interactions. True to interval. (CCDEV-6762)

• Short Abandoned (%) – Percentage of contacts that disconnected while in queue shorter than SLA before reaching an agent. Available in summary reports only. (CCDEV-8622 released in v24.3.10)

• Short Inbound – A count of inbound interactions (all channels) where Talk Time is less than 10 seconds.

• Short Outbound – A count of outbound interactions (all channels) where Talk Time is less than 10 seconds.

• Text Message Delivery Status – In detail reports displays the outbound text message delivery status (e.g. "2 Delivered, 1 Pending, 1 Failed"). Each value corresponds to the count of specific delivery statuses in a sequence of messages between agent and contact. Delivery status is only received for outbound text messages (auto-replies included). 
  In summary reports counts interactions where at least one delivery status was received. (CCDEV-8971)

• Wrap Time (TTI) – The length of time agents spent in wrap following interactions. True to interval. (CCDEV-6762)

Redesigned report filters

The filter experience in the new report designer has been streamlined to reduce complexity and improve usability (CCDEV-9185, CCDEV-9414).

• Decluttered filter panel – The accordion now only displays applied filters, making it easier to review and modify without being overwhelmed.

• New add filter workflow – A new ‘Add Filter’ button launches a searchable modal, allowing you to quickly find and add filters without scrolling through the entire list.

• Refined filter settings – The ‘Include new items in the filter’ setting has been removed—this function now applies automatically when selecting the All item.

• Label updates for clarity:

  • ‘Show filter in view mode’ → ‘Allow the filter to be used in view mode’ (now positioned at the top of the panel).

  • ‘Show used items only’ → ‘Hide unused items’ for better understanding.

  • ‘Limit filtering in view mode to selected items only’ → ‘Only allow filtering on selected items’.

• Advanced settings – New toggle to switch between basic and advanced filter settings (i.e. ‘Use conditional filtering’, ‘Hide unused items’). 

• New disconnect type filter – Available in detail and summary reports, allowing filtering by remote (contact-ended) or local (agent/system-ended) disconnects. (CCDEV-8454)

Users reseller report

The Users Reseller Billing Report now includes two new columns for better visibility into user assignments. (CCDEV-5412 released in v24.3.0)

• Queues Assigned – Displays a pipe-separated list (|) of all queues assigned to each user during the selected month.

• Channels Assigned – Lists the corresponding channels associated with those queues.

Note: If a user is assigned to multiple ACD User Profiles, all their queues and channels are combined into a single row for easier reporting.

Miscellaneous

AI vendor management

A new Defaults page has been added under Administration > AI Configuration > Defaults, allowing resellers to manage vendor settings for AI - Insights - Score Assist centrally. (CCDEV-9492)

Expanded language support

The platform now includes Cantonese and Mandarin as supported languages. Languages that were previously displayed only in their native script now also include their English names, making them easier to identify in menus and settings.

Screen recording client Windows installer

A Windows installer (.msi) is now available for silent deployment of the screen recording client across multiple Windows computers via command line.

• Automated deployment – Install across multiple machines within a network.

• Silent installation – No user interaction required.

• Efficient management – Ideal for IT administrators managing large deployments.

See knowledge base article Screen Recording.

Band transparency

This release supports generic addressing in multi-band platforms, enabling seamless routing of requests to the appropriate customer band.

• Carriers and integrations can now send API requests or phone calls to a single, generic address.

• The platform automatically forwards these requests to the correct band based on customer configuration.

Login band selection

System administrators in the System account or a parent contact center can select a specific band at login during company selection. (CCDEV-9553, CCDEV-9557)

• New optional columns in company selection:

  • Band – Displays the contact center primary band.

  • Select Band – A cog icon allows band selection.

  • Customer ID – Shows the globally unique identifier of the contact center.

• Seamless Routing – While the URL continues to reflect the primary band, communications are routed to the selected band.

Note: Users can see the band they are logging into as a tooltip at the bottom of the page when hovering over Log in to [contact center] text.

System account health monitoring for real-time transcription

The System Account Health page now includes monitoring for the native real-time transcription provider. (CCDEV-6869)

File upload virus scanning

All files uploaded to the platform are scanned for viruses to prevent malicious content from being introduced. Audio and screen recordings generated by the platform are not subject to virus scanning as trusted files. (CCDEV-9166)

Resolved issues

Agent experience

• Added support for multiple copy/paste operations in email. (CCDEV-5351)

• Fixed inbound call pick-up issues on older Mobile Experience versions. (CCDEV-7813)

• Fixed accuracy of Missed and Rejected counts in the Agent Experience Your Statistics dashboard and removed channel-level Missed and Rejected counts. (CCDEV-8420) 

• Inbound interaction alerts trigger correctly. (CCDEV-8443)

• Contacts who opt back in for text messages via START compliance messaging are removed from the Do Not Contact list. (CCDEV-8449)

• Fixed an issue preventing the player from displaying for ACD voicemail recordings in the Contact Manager conversation history. (CCDEV-8500)

• The Transfer button is no longer visible during internal agent calls and external calls to a DID number. (CCDEV-8604)

• The Queue dropdown is editable for transfers, auto-populating if the target user has the queue assigned. (CCDEV-8653)

• Calls no longer continue to ring after being answered (due to network disruption). (CCDEV-8687)

• Team dropdown now correctly displays team members during active SMS interactions. (CCDEV-8760)

• Resolved routing issues in Mobile Experience. (CCDEV-8908)

Administration

• Quality Management migrated to OpenSearch, allowing evaluation of older and pre-installation interactions. (CCDEV-8224 released in v24.3.10)

• HubSpot integration now displays caller names instead of user IDs for internal calls. (CCDEV-8317 released in v24.3.10)

• Deleted By and Deleted Date fields now populate when scheduled follow-ups are deleted. (CCDEV-8352)

• Optimized grid refresh in ACD user profiles, greetings & menus, queues, queue groups, and telephone numbers. (CCDEV-8426 released in v24.3.10)

• Resolved issue preventing re-invitation of removed SSO users. (CCDEV-8450)

• My Evaluations notifications now clear when accessing Feedback > My Evaluations. (CCDEV-8702 release in v24.3.13)

• ACD User Profile auto-answer save logic moved to API endpoint Apps/ACD/v2/AgentProfile. (CCDEV-8853)

• Markdown support added for AI summaries. (CCDEV-8884)

• Fixed missing Calabrio intraday data. (CCDEV-9001)

• Outbound calls now support URL screen pops using {Call.SessionId} as a parameter. (CCDEV-9243)

• Email touchpoint auto-replies now correctly use custom From email addresses. (CCDEV-9256)

System administration

• Multiple changes for Database Provider Integration (aka BYODB):

  • Large data properly truncated. (CCDEV-8260)

  • Resolved discrepancies. (CCDEV-8292, CCDEV-8914)

  • User state details available for all timeline types. (CCDEV-8414)

  • Surveys and evaluations included. (CCDEV-8944)

  • Improved memory utilization. (CCDEV-9244)

  • Implemented batching and checkpointing for data transfer. (CCDEV-9245)

• Disabling a task queue no longer affects the operation of new task queues. (CCDEV-8580)

• Fixed historic data retrieval in the Apps/BillingReports/GetUsersReport API endpoint. (CCDEV-8825, CCDEV-8957, released in v24.3.13)

Dialer

• The Agentless campaigns Load Numbers modal now only displays valid dialer lists. (CCDEV-5346 released in v24.3.0)

• Updated button styling. (CCDEV-5738)

• Removed Compliance Message control from Agentless dialer voice campaign editing. (CCDEV-5926 released in v24.3.0)

• Caller-ID Only telephone numbers can now be used as Caller ID for Agentless dialer voice campaigns. (CCDEV-8001)

• Preview dialer campaigns now always generate a RunID at start-up. (CCDEV-8293)

• The GetDialerLastContactData API response now includes header data for each contact. (CCDEV-8316)

• Numbers added via AssignListToCampaign API can now be dialed immediately. (CCDEV-8348)

• The Contact Data report now includes dispositions assigned to dialer attempts. (CCDEV-8444)

• The GetDialerContactData API now returns an empty array when no dispositions are associated. (CCDEV-8689)

• The Preview Dialer start campaign modal now accurately reports the count of numbers to be dialed. (CCDEV-8890)

• Various performance improvements. (CCDEV-9017, CCDEV-9031)

• GetDialerContactData completed_status_id field populated correctly. (CCDEV-9430)

• AddNumbers now supports adding telephone numbers to dialer lists linked to active campaigns. (CCDEV-9530)

Reports

• Chart color picker improvements. (CCDEV-8061)

• The Survey Insights report now correctly reflects answers for Numeric questions. (CCDEV-8076 released in v24.3.10)

• Denied Contacts reports now display user names instead of GUIDs in CSV downloads. (CCDEV-8416)

• Team grouping removed from Denied Contacts reports to include abandoned calls without team associations. (CCDEV-8424)

• Queue name and user name for outbound callback legs are now populated in reports. (CCDEV-8458)

• The View SIP Diagram option available in the CDR Detail report. (CCDEV-8512)

• Added placeholder image and text to guide users in building new detail reports. (CCDEV-8522)

• Corrected agent totals calculations for logged in, ready, and busy states. (CCDEV-8640)

• Master SessionID now remains the same when calls redirect from queues to voicemail. (CCDEV-8659)

• Limited the Report Designer grid column hamburger menu to filtering only. (CCDEV-8703)

• The Date metric in a downloaded CSV report adopts local browser format. (CCDEV-8800)

• Resolved timeline data issues. (CCDEV-8801, CCDEV-8459)

• Resolved custom user state metric issues. (CCDEV-9075)

• ‘Include new items in the filter’ renamed ‘Exclude new & include new’. (CCDEV-9076)

• Charts now render correctly when grouped by Destination or Caller ID. (CCDEV-9109)

• Various quality management fixes implemented. (CCDEV-9139, CCDEV-8855)

• Charts in view mode honor the Duration Time Format that is selected. (CCDEV-9221)

• Live Channels now resolves Dialed Number Description for calls routed to Voicemail queues. (CCDEV-9288)

• Fixed an  issue where AI Topics metric in detail reports caused CSV downloads to fail. (CCDEV-9518)

• Hidden columns in summary reports now remain hidden after a grid refresh. (CCDEV-9521)

Miscellaneous

• Custom SMS projects can now be selected for Advanced Number Configuration assignments. (CCDEV-1111, CCDEV-7796)

• Improved user interface styling. (CCDEV-2516, CCDEV-7115, CCDEV-8016, CCDEV-8878, CCDEV-8958)

• When the SMS Channel Extension module is uninstalled but SMS-enabled numbers remain, messages sent to those numbers are no longer routed to the contact center. A notification is written in the System log: “SMS to {Data.DID} has been blocked as this customer does not have the SMS channel installed.” (CCDEV-3369)

• On-net calls within the same band are now routed directly to a media server. On-net calls to a different band continue to use the band's public IP address. (CCDEV-7019) 

• When media servers initialise, call recording recovery only includes recordings that have not been uploaded successfully. (CCDEV-7606) 

• Callback requests with From numbers in E.164 format are now converted to +E.164 to ensure callbacks are successful. (CCDEV-7609) 

• Improved platform resiliency. (CCDEV-8202, CCDEV-8919, CCDEV-9024, CCDEV-9103, CCDEV-9110)

• Custom fields, dispositions, and notes saved independently at end of interaction using their respective methods (SaveCustomField, SaveDisposition, SaveNote) allowing for the methods to be called individually in custom flows. (CCDEV-8385)

• Updated GetDialerLastContactData API to return last dialer attempt info after list disassociation from a campaign. (CCDEV-8570)

• Invitation to contact center enhancements, including via Google SSO. (CCDEV-8618, CCDEV-8802)

• Typographical errors fixed. (CCDEV-8783)

• Only outbound calls to 911 / 933 are registered with the platform E911. (CCDEV-8925)

• Refreshing the file browser modal now updates only its content. (CCDEV-8959)