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


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




Contents

New features

Android mobile experience

The sister of iOS is finally here … we’ve officially launched the Android version of the Agent Mobile Experience. Search ‘Agent Mobile Experience’ in the Google Play Store. (CCDEV-10139)



Note: Where the installed version of the Android app falls behind the version available in the Play Store you will be prompted to update either via an in app download or via the Play Store. You can find the major (minor) version number of the app you have installed at the bottom of the hamburger menu (beneath the Logout button).


Sentiment trend and trajectory (AI)

We’ve taken sentiment analysis to the next level, giving contact centers deeper, more actionable insights into interactions. Read the full story, not just the tag line. (CCDEV-10921)

  • Sentiment Trend – A new metric, available only in detail reports, helps to visualize how sentiment shifts throughout the call at a glance using a sparkline. Above the line represents positive sentiment, beneath the line negative sentiment.

  • Sentiment Trajectory – A new metric, available in both detail and summary reports, reveals the full story of a call, considers sentiment in the entire call and returns:

    • Recovered (started negative, ended positive)

    • Escalated (started positive, ended negative)

    • Stable (consistent tone)

Both metrics are included in a new detail report AI Sentiment - Detailed.


Example: A call marked as Negative overall may actually be a Recovered call, where an agent turned the conversation around—valuable insight for coaching and recognition. No more relying on a single sentiment label—get the full picture of how interactions unfolded.


Sentiment analysis is also now visualized directly on the call recording waveform for telephone calls where sentiment is enabled.


In addition to the overall sentiment classification (positive, neutral, or negative), and the Trajectory (recovered, stable, escalated) sequential shifts in sentiment are highlighted throughout the waveform. This allows supervisors to quickly spot and jump to key emotional moments in a conversation—without needing to replay the entire call.


  • Available for single- and dual-channel recordings.

  • No additional configuration required.


This enhancement offers deeper insight into the tone of customer interactions, improving coaching and quality assurance workflows.


Utterance playback for transcripts (AI)

Play buttons and sentiment next to each and every utterance in a transcribed call. It’s now easier than ever to review and coach on specific moments. (CCDEV-10924)


In call recordings with transcripts, every utterance now includes its own playback control buttons and sentiment emoticon (positive and negative, neutral displays no emoticon). 


Clicking an utterancePlay icon starts playback from that point of the recording, letting supervisors, QM teams, and agents review exact phrases without scrubbing through the entire call. 


When playing an utterance, a Pause button is displayed alongside it. If playback is allowed to continue, the pause button shifts from one utterance to the next.


Pinpoint the precise tone and delivery of key statements. Speed up QA and coaching by jumping straight to critical moments. Combine with sentiment and trajectory insights for a deeper understanding of the interaction.


Report thresholds & visual alerts

Bring attention to the most important numbers at a glance with report thresholds and color-coded alerts. (CCDEV-10746)

  • Thresholds panel in report edit mode – Configure custom threshold rules for any column or metric in your detail or summary report.

  • Visual color-coding for key metrics – When a threshold is breached, the report cell background changes to green, orange, or red—both in the Report Designer and on Dashboards.


Threshold rules are defined by combining an operator and a value with a visual alert format. The operators available depend entirely on the column or metric itself - a numerical metric will have operators like greater than, less than, equal to, between etc; a text based or boolean column will offer a selection of values from which you can select some or all. Once the column / metric threshold is defined, whenever the threshold value is in breach, the appropriate cell will alert.



Quickly highlight critical KPIs like SLA breaches, high abandon rates, long handle times or poor sentiment. Reports become easier to scan and act on, helping you spot issues and trends faster.


See knowledge base article Configuring Report Thresholds & Visual Alerts.


Granular security: Filter groups 

Empower users with granular role-aligned access to data. Easily control what data each user can view and work with. (CCDEV-10928)


Filter Groups give you precise control over who can see what inside a contact center. Designed for security, focus, and flexibility, this new feature allows System Administrators to define scoped access to specific queues, users, and reporting views, ensuring agents, supervisors, and managers only see the data they need to succeed.

  • Enforce least-privilege access to strengthen security and maintain data privacy.

  • Tailor the platform experience by aligning visibility with user roles and team structures.

  • Streamline access management with smart, role-aligned structures.

  • Ensure reporting focus by matching report and dashboard content to your organizational layout.


System Administrators create Filter Groups as a combination of Teams and/or Queue Groups that determine which data is visible under that Filter Group. The Filter Group defines the users (inferred from Teams) and queues (inferred from Queue Groups) that must have an association with the data for it to be visible to the user.


When a Filter Group is assigned to a user — and only one Filter Group may be assigned per user — they will only see data linked to the specified Teams and/or Queue Groups. If you want to include unassigned data as well, simply enable the optional Include records with no Team / Queue Group settings to ensure no data is unintentionally excluded. 


Any data outside the defined associations is completely hidden for that user - whether that's in grids in the Admin Portal, in reports or on dashboards. 


Whether you're protecting sensitive data, improving user focus, or maintaining organizational control, Filter Groups give your contact center the precision and flexibility it needs—without added complexity.


See knowledge base article Configuring Filter Groups.


Outbound (recording) announcement

Compliance just got easier. A new queue-level  setting—Play Call Recording Announcement—automatically plays a customizable announcement (via text-to-speech or pre-recorded audio) the moment an outbound call is answered. Both the agent and the contact hear the announcement, ensuring transparency and full compliance. (CCDEV-1756)


Many regulations require organizations to inform contacts that a call may be recorded. Relying on agents to manually deliver this disclosure on every outbound call isn’t scalable—and non-compliance can lead to costly penalties. This feature removes the risk by embedding the announcement directly into the call flow, and ensures the statement is captured in the recording itself. 


When enabled, defaults to text-to-speech:


 “We are connecting you to a representative of {{CONTACT CENTER NAME}}. Please know that your call will be monitored or recorded for quality and training purposes.” 


Applies to both Telephone Call queues and Preview Dialer queues, and is played for scheduled follow-ups and callbacks (both abandoned and elected).


See knowledge base article Queue Configuration: Call Settings - Recording.


Task channel

Install the Task Channel Extension module to route non-communication work together with omnichannel communications. (CCDEV-9520)


The new Task channel enables external systems to create and route structured work items—called tasks—to agents through the contact center. Tasks might originate from a CRM, service desk, or workflow engine and are handled in the Agent Experience just like voice, chat, SMS, email etc. For example, a CRM detects a VIP complaint and creates a high-priority task that routes to an agent fluent in Spanish ensuring faster, smarter service.


The Task channel supports:

  • Intelligent routing – match agents based on competency, priority, and language.

  • Inside the unified agent experience – deliver tasks to agents with real-time agent notifications and custom interaction panels.

  • With data retention – define custom retention policies per task.


Tasks are initiated via the POST /Apps/Task/StartInteraction API with a JSON payload that can include:

  • Contact Association – Link task to an existing contact

  • Custom Controls – Define layout of task interaction panel

  • Retention Settings – Set how long task data is stored

  • Additional Metadata – Pass business-specific task details


This flexible, API-driven channel helps bring back-office work and follow-up actions into the same managed queueing system as real-time interactions—streamlining agent workflows and improving SLA performance.


See knowledge base article Configuring the Task Channel.


Zendesk integration

Expanding on the existing Zendesk integration via the Third-Party Integrator module, agents can now search, select or create new customers and tickets based on the contact they are interacting with - all within the Agent Experience. This expansion assists in situations where there may be multiple matches based on the Caller ID, or there is no existing customer or ticket within Zendesk. (CCDEV-10692)


See knowledge base articles Configuring the Zendesk integration and Agent Experience - Using the Zendesk Integration.


Smarter scheduled follow-ups

Introducing a suite of enhancements to make scheduled follow-ups across voice, email, and SMS more efficient and agent-friendly.


  • Follow Up Timeout
    Keep your follow-up flow moving. A new     queue-level setting—Follow-Up Timeout—lets you define how long (in seconds) agents can preview a follow-up contact. If no action is taken, the follow-up is dialed automatically. No follow-ups left hanging. (CCDEV-10658)

  • Discard
    We’ve introduced a new     Discard button in addition to the Close button in the scheduled follow-up contact preview panel. Whether a follow-up is no longer relevant or has already been resolved through another channel, agents can now opt out of initiating it altogether. (CCDEV-10585)

    Discard with purpose: Agents can skip follow-ups that are no longer needed without initiating the call, email, or SMS.

Clearer reporting: Every discarded follow-up from a call or preview queue is tracked in summary reports via a Discarded metric. In detail reports Completion Code is set to Discarded.

Smart state transitions: If a voice queue allows wrap, agents move into wrap after discarding. If not, they return to their previous state seamlessly. Agents move into Ready or Not Ready for all other channel queues that support follow ups.

  • Dispositions & Notes
    Agents can now add     notes and select dispositions directly within the scheduled follow-up contact preview panel—just like they would during live interactions. Whether the follow-up is discarded or completed, you’ll get the full picture of what happened and why. (CCDEV-8750)

  • Auto correct invalid follow up times
    Save agents time with instant adjustments for past-dated follow-ups. When agents attempt to schedule a follow-up in the past, the Invalid Follow-Up Time modal now offers a streamlined fix. Selecting Yes automatically updates the follow-up to the current date and time, reducing friction and eliminating the need for manual corrections. (CCDEV-8155) 


Discard preview contacts

We've also added the Discard button to the preview panel for preview dialer contacts, giving agents more control to skip calls that are no longer relevant—before the call is initiated. This empowers agents to spend time on high-value interactions, not dead-end dials. (CCDEV-2289, CCDEV-10758)


  • Discard with purpose: Agents can proactively skip preview dials without initiating the call.

  • Trackable metric: Discarded dials show up in summary reports via a new Discarded metric. In detail reports, Completion Code is set to Discarded.

  • Consistent experience: Available in all flavours of the Agent Experience.

  • Per campaign configuration: Enabled / disabled on a per campaign basis using the new Allow Discard checkbox.


Sometimes, a call just doesn’t need to happen. Maybe the case has been resolved or the contact is no longer valid. Now, agents can opt out of unnecessary calls with a single click—saving time and staying focused.


See knowledge base article Queue Configuration: Call Settings - Recording.


All interactions (administrators & managers)

A new All Interactions view—modeled after the agent Recents dashboard—is now available to Administrators and Managers in the Admin Portal Contact Manager. This feature offers visibility into interaction history for all users across the entire contact center, not just for individual agents. (CCDEV-10637) 




Key Capabilities

  • Global View: Displays details of interactions for all agents, contact center wide. Interactions without an associated user not included.

  • Search and Filter: Quick search and filtering supported.

  • Follow-Up Actions: Schedule follow-ups for enabled queues (requires the Scheduled Follow Up module).

  • Contact Management: Edit contacts associated with interactions, or add them to the Contact Manager when unknown.

  • View Interaction History: Shortcut to viewing all interactions for each contact.


See knowledge base article All Interactions.


Real-time network awareness for agents

New in-call notification helps protect call quality. (CCDEV-10143)


To help agents stay ahead of call quality issues, we’ve introduced a real-time network connection warning that appears in all flavours of the Agent Experience during active calls when network instability is detected on the agent’s end. This proactive alert empowers agents to take quick action—like switching to a more stable network—before the experience is impacted.


The warning displays when:

  • Round Trip Time (RTT) exceeds 300 ms – indicating potential lag.

  • Jitter exceeds 50 ms – which may lead to choppy audio or video.

  • Packet Loss exceeds 3% – risking degraded call quality.


Your customer experience is only as strong as your connection. This notification puts agents in control, giving them early warning so they can stay professional and productive, even when the internet isn’t. This feature is available in Chromium based browsers; no configuration necessary.


The Home item at the top of the left navigation menu has been renamed Dashboard and given a new icon . The System Administration menu has also been given a new icon . (CCDEV-10796)


In addition, two new options have been added to the menu. (CCDEV-11096)

Expand – Displays the navigation menu with both names and icons.

Collapse – Displays the navigation menu with icons only.

Enhancements

Agent experience

Disconnect Type added to Recents

The Recents dashboard now includes a Disconnect Type field that indicates which party ended the interaction—Local (agent) or Remote (contact). (CDEV-6204)


Email interactions now support the insertion of hyperlinks with custom display text (aliases). (CCDEV-8323)

The Insert Link option allows agents to define both a hyperlink and the text that will appear in the email body—whether composing a new message, replying, or forwarding. The Remove Link option detaches the hyperlink, leaving only the plain display text.

Administration

Competency logic

The Competency Logic dropdown in a Menu Enqueue option is now hidden by default and only becomes visible once at least one competency has been defined. (CCDEV-10563)


Multi-step in-queue timeouts for smarter call routing

Progressively expand routing criteria without moving a contact to a different call queue. (CCDEV-10212)


Building on the Change Queue Properties enhancement of the previous release, you can now define multi-step in-queue timeouts that progressively adjust queue properties while keeping the contact in the same call queue.


When the timeout Action Type is Change Queue Properties and the contact remains in the current queue, multiple timeout stages can be configured in sequence—broadening agent eligibility over time.


Example Scenario:

  1. Enter queue, route to agents with Competency A.

  2. After X seconds expand the pool to include Competency B.

  3. Y seconds later, further expand to include Competency C.

  4. Z seconds later, etc.

If the contact is eventually moved to a new queue, the timeout clock resets, and timeout settings for the new queue take effect.


This feature enables dynamic, staged routing strategies—maximizing service efficiency while preserving specialized handling when possible.


Queue rules

Send to Greeting

Call channel Queue Rules can now be configured with a new Then action of Send to Greeting. When the rule is successfully evaluated, the call is immediately routed to the specified greeting. (CCDEV-8532)

Evaluation logic

Call queue rules configured to evaluate under the following When conditions …

  • Prequeue - Before Prequeue Announcement Before Queuing

  • Prequeue - After Prequeue Announcement Before Queuing


…are now assessed against the queue the contact is set to be routed to, rather than the default queue assigned to the telephone number touchpoint. (CCDEV-8758) Queue rules configured to evaluate at Prequeue - Call Start or Prequeue - After Greeting Plays continue to be assessed against the default queue assigned to the telephone number touchpoint.


Limit Queues for Scheduled Follow-Ups

A new Queue Settings option, Queues Not Available for Follow-Ups, lets administrators stop agents from scheduling follow-ups against specific queues (i.e. select the queues in which follow-ups may not be configured). (CCDEV-10107)


This provides more control over queue usage and ensures follow-ups are directed to appropriate queues only. Requires the Advanced Queue Configuration module.


Expanded storage options for call queue screen recordings

The storage time options available for retaining call queue screen recordings have been expanded to include 18 months, 2 years, 3 years, 5 years and 7 years. (CCDEV-10326) 


ServiceNow integration: Support for custom number formats

The ServiceNow integration now supports custom phone number formatting to improve contact matching accuracy. (CCDEV-10251)


By default, caller ID lookups use the format defined in Administration > General Settings > General tab (based on the Local Phone Number Region and Phone Number Format). This requires an exact match between the contact center and ServiceNow phone number formats—e.g. +18005551234 would not match +1 (800) 555-1234.


With this enhancement, administrators can now define custom number formats to improve flexibility and ensure correct contact lookups, even when ServiceNow stores numbers in varying formats.


See knowledge base article Configuring the Service Now Integration.


Hyperlink alias support in quick text

Quick texts now support the insertion of hyperlinks with custom display text (aliases). (CCDEV-8323)

The Insert Link option allows administrators to define both a hyperlink and the text that will appear. The Remove Link option detaches the hyperlink, leaving only the plain display text. Quick text that includes hyperlinks with custom display text can be used in any written interaction.

10DLC 

Terms & conditions and privacy policies

To comply with carrier and Campaign Registry (TCR) requirements for A2P (Application-to-Person) SMS messaging, 10DLC campaigns now include configurable Terms & Conditions URL and Privacy Policy URL properties during campaign creation. Applies to US environments only. (CCDEV-10380). 


Where visible, these fields must be completed before a campaign can be verified and approved. If not visible, the carrier has no such requirement. These URLs link each campaign to its applicable terms and privacy policy, ensuring transparency around data usage and supporting the explicit user consent required for compliance.

Campaigns grid enhancements

Improvements have been made to the 10DLC > Campaigns grid to clarify the status of campaigns during carrier vetting:

  • Campaign Status now shows simplified labels: Active or Expired, replacing hard-to-read carrier codes.

  • A new Campaign Vetting Status column has been added to show vetting progress: Accepted, Pending, or Declined.

  • A new Notes column displays additional carrier-provided details related to the vetting status.

These changes make it easier to track the state of each campaign. (CCDEV-8520)


Chat

Chat client variables

The contact-facing chat client has been enhanced to support auto-population and optional hiding of the Name and Email inputs, along with the ability to define custom variables that can be passed to the agent screen pop as URL parameters. These functions are particularly useful when the chat client is accessed post-authentication and user details are already known. 

 (CCDEV-10302)


To use these features, chat must be implemented using the embed code snippet (not supported for pop out URL implementations). The embed code defines a global object called CCWebChat with several functions that can be called. Supported functions:

  • setName({ name: “value”, hide: true|false })
    Sets and optionally hides the     Name input.

  • setEmail({ email: “value”, hide: true|false })
    Sets and optionally hides the     Email input.

  • setUserDataVariables({ key: “value”, … })
    Defines key-value pairs to be passed to the agent screen pop as     URL parameters.


See knowledge base article Configuring the Chat Channel.


Transcript start time and time zone

The transcripts of chat interactions sent to contacts now display the interaction start time using the contact center’s Reporting Time Zone (instead of UTC). This update enhances clarity for both contacts and contact center teams when reviewing chat history. (CCDEV-11069)


Dashboards

Real-time card grids

Real-time card grids have been updated. While functionality remains unchanged, these updates lay the foundation for future enhancements, some subtle styling changes may be noticeable. A new Size Columns to Content button has been added to each grid to improve readability and usability. (CCDEV-10253, CCDEV-10570)

  • Agents (aka ACD Users)

  • Active Contacts (aka ACD Interactions)

  • Queue Handling (aka In Queue Availability)

Dialer

Dialer list upload requirement

Dialer lists can no longer be associated with an agentless or preview campaign until their upload has fully completed. Lists are not shown for association until they have finished uploading. (CCDEV-10283) 


Campaign progress

Several labels in the header row of the Campaign Progress grid have been renamed. (CCDEV-10292)

  • Contacts Added (previously Total Contacts Added) shows all contacts added across all dialer lists associated with the campaign.

  • Killed Contacts (previously Total Contacts Killed) reflects all contacts removed from dialing during the campaign.

  • Eligible Contacts (previously Total Contacts Loaded) is a count of contacts eligible for dialing (i.e. Contacts Added minus Killed Contacts).

  • Contacts Answered (previously Customer Answered) is the number of live answers already reached in the campaign.

Additionally, a new Contacts Discarded optional column has been added to count the number of contacts attempted that were discarded by agents. (CCDEV-2289)


Contact Data

The Dial Count column header in the Contact Data grid has been renamed Attempt Count. (CCDEV-2289)


StartFromDialedDate parameter for DialerLists APIs

A new optional parameter, StartFromDialedDate, has been added to the DialerLists endpoints: GetDialerContactData & GetDialerContactData CSV. (CCDEV-10361) The parameter allows these endpoints to filter and return dialer contact data starting from a specific date and time.


  • Parameter Name: StartFromDialedDate

  • Format: YYYY-MM-DD HH:MM:SS UTC

  • Example: 2025-04-10 00:00:00

When used, the response only includes contact data with a dialed date greater than or equal to the value specified.


KillContact – Contacts now marked as killed, not removed

A change has been made to the way contacts processed by the KillContact API are handled. Instead of being removed from the dialer list, successfully killed contacts are now marked with a "Killed" status. (CCDEV-10172)


This update ensures:

  • The contact is no longer dialed.

  • Historical data is preserved and available in reporting.


Both the Contact Data and Campaign Progress dialer reports now include a discrete row for each killed contact, with the following details:

  • Dialed Date: Timestamp of when the kill instruction was processed.

  • Dial Count: Number of dial attempts made before the contact was killed.

  • Completed Status Name: Killed

  • Completed Status ID: Killed

  • Dispositions: blank

  • Run ID: blank

  • Session ID: blank

This approach improves auditability and supports more comprehensive performance tracking.


Reporting

Reports

The following changes have been made to reports.

  • AI Sentiment - Detailed – A new detail report that provides per interaction sentiment analysis, including both Sentiment Trend and Sentiment Trajectory, giving greater visibility into how sentiment evolves during an interaction. Only available with the AI - Insights - Sentiment module installed. (CCDEV-10922)

  • All Evaluations has been renamed Submitted Evaluations to reflect that the report includes only evaluations that have been submitted. (CCDEV-10519)

  • Evaluations Details has been renamed to Evaluations Q&A Details to clarify that the report focuses on question-and-answer detail within evaluations. (CCDEV-10519)

  • The Dialer DNC Details data source has been renamed to DNC and Opt In and now includes auditing for contact SMS opt-in and opt-out requests. (CCDEV-10142)

  • The Do Not Contact Details report now lists two line items when an SMS opt-in or opt-out keyword is received:

    • Row 1

  • Event Type: OptIn / OptOut

  • Recorded for: The destination number that received the request.

  • Row 2

    • Event Type: RemovedFromDNC / AddedToDNC

    • Recorded for: The number that sent the opt-in / opt-out request, reflecting their updated DNC status.

This change ensures both directions of consent — opting out and opting back in — are fully audited and reportable alongside existing DNC data. To align with these changes, a few report header labels were updated for clarity: 

  • Date Added (previously Added Date (DNC)) reflects the date time when the DNC or Opt-In event occurred.

  • Channel Type (previously Channel Type (DNC)) reflects the channel in which the DNC or Opt-In event occurred.

  • Two new columns have been added to the Users billing report to help resellers track user activity within a selected month. (CCDEV-10226)

    • Last Joined – UTC date/time the user was most recently created (ISO 8601 format).

    • Last Revoked – UTC date/time when the user was most recently revoked (ISO 8601 format).


These additions are intended to make it easier to monitor user onboarding and deactivation events over time.


Metrics

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


Legend: [D - Source] available in detail reports within the named source. [S] available in summary reports. [F] filterable.

  • ACD Log-In Date [S] – The ACD Log-In Date metric displays either the earliest or latest date and time a user logged into all flavours of the Agent Experience. Excludes Web Portal logins. (CCDEV-10334)

  • ACD Log-Out Date [S] – The ACD Log-Out Date metric displays either the earliest or latest date and time a user logged out of all flavours of the Agent Experience. Excludes Web Portal logins. (CCDEV-10334)

  • ACD User State Changes [D - User States & S, F] – The ACD User State Changes metric tracks how often an agent manually switches between Ready and Not Ready states. It only counts changes made by the agent selecting a state—not those triggered automatically by handling interactions. (CCDEV-10104)

  • AI Sentiment Trajectory [D - Contacts (Interactions) & S, F] – The AI Sentiment Trajectory metric assesses how sentiment changed over the course of an interaction, as identified by AI - Insights - Sentiment. It classifies the emotional progression into one of three categories: Recovered (the interaction started negative or neutral and ended positive), Escalated (the interaction started positive or neutral and ended negative) and Stable (no major emotional shift was detected from start to finish). Only available with the AI - Insights - Sentiment module installed. (CCDEV-10923)

  • AI Sentiment Trend [D - Contacts (Interactions)] – The sentiment trend identified across for interaction presented as sparkline (above the line trending positive sentiment, below the line trending negative sentiment). Only available with the AI - Insights - Sentiment module installed. (CCDEV-10922)

  • Discarded [S] – The Discarded metric identifies dials initiated by the Preview Dialer or Scheduled Follow-Ups that were manually discarded by the agent (via the Discard action) before the dial began. Use this metric to monitor agent handling of system-suggested contacts and assess engagement with dialer workflows. (CCDEV-10585)

  • Escalated [S, F] - Identifies an interaction in which sentiment trended from positive or neutral at the start to negative at the end. Only available with the AI - Insights - Sentiment module installed. (CCDEV-10923)

  • Evaluation Comments [D Evaluation Questions, F] – The Evaluation Comments metric captures the commentary provided for individual questions within a Quality Management agent evaluation. These comments are typically entered by evaluators to give context, clarification, or feedback related to a specific evaluation criterion. (CCDEV-10519, released in v25.1.10)

  • Inbound Text Segment Count [D - Contacts (Interactions) & S, F] – The Inbound Text Segment Count metric estimates the number of individual message segments received when a single inbound text message exceeds the 160 character limit and is split into multiple parts. (CCDEV-9682)

  • Log-In Date [S] – The Log-In Date metric displays either the earliest or latest date and time a user logged into the system. Includes logins to the Web Portal and directly into all flavours of the Agent Experience. (CCDEV-10334)

  • Outbound Text Segment Count [D - Contacts (Interactions) & S, F] – The Outbound Text Segment Count metric captures the number of individual message segments created when a single outbound text message exceeds the character limit and is split into multiple parts. (CCDEV-9682)

  • Recovered [S, F] - Identifies an interaction in which sentiment trended from negative or neutral at the start to positive at the end. Only available with the AI - Insights - Sentiment module installed. (CCDEV-10923)

  • Stable [S, F] - Identifies an interaction in which no major emotional shift was detected from start to finish. Only available with the AI - Insights - Sentiment module installed. (CCDEV-10923)

Show all intervals in summary reports

Summary reports can now display all time intervals when grouped by Date/Time, including those with no activity. (CCDEV-7660)


A new Show All Intervals toggle has been added to the header of the Date/Time section in the Groupings panel. This toggle is off by default. When enabled, the report includes every interval in the selected range—even if no events occurred during that time. If you group by Date/Time plus other metrics, the report may include blank rows where data doesn't exist for all combinations. To minimize blank rows, group by Date/Time only.

This feature is ideal for analyzing quiet periods, identifying trends, or ensuring complete time coverage in reports.


PBX traffic

PBX traffic—defined as calls to telephone numbers configured with the PBX Feature (DID / Ring-All) assignment—is now tagged with Call Type = PBX and available in detail reports. These calls are excluded from summary reports, which are intended to reflect ACD-specific activity only. Use the Call Type filter (Call Type = PBX) in detailed reports to include or exclude PBX traffic. (CCDEV-10154)


PBX calls generate multiple call legs:

  • 1 External Leg – The initial inbound call.

  • N Inbound Legs + N Outbound Legs – One pair for each user/extension the call is presented to. Example: A call routed to a ring group of 10 generates 21 legs; 1 external, 10 inbound, 10 outbound.


PBX-routed calls that originate as ACD calls (e.g. via Menu routing) are not distinguishable from standard ACD calls. These calls appear in summary reports as ACD traffic and cannot be filtered out as PBX calls.


UX enhancements 

Report Saving and Sharing Improvements (CCDEV-8592)

  • Simplified Buttons – Replaced Save as Draft and Save & Share with Save and Cancel. Saving in edit mode automatically saves the report as a draft (unless already shared).

  • Mandatory Name – Reports must have a name before they can be saved.

  • Auto Transition – Saving a report in edit mode immediately switches it to view mode.

  • Share via More Menu – The sharing modal is now accessed through the More menu.


Report Scheduling Streamlined (CCDEV-8595)

  • Merged Sending & Scheduling – Copy As has been moved out of the More menu and now appears prominently in view mode (where Schedule previously was). Scheduling is now handled under the Send option in the More menu.

  • One-Time Send – A new One Time option is available under Repeats in the Send Report modal, allowing the report to be sent immediately without naming or scheduling.

  • Send Report from Grid – A Send Report icon has been added to the grid. When sending a one-time report from the grid, the modal includes a Report Date Range control to specify the range.

See knowledge base article Report Scheduling.


Reseller

View users and change billable status

To help resellers manage user billing administration across child contact centers, a new View Users grid has been added to list all users alongside their billable status. (CCDEV-10098) 


Accessed via the parent account (System Administration > Reseller > All Customers) a new View Users icon launches the grid that lists Name, UserID and Billable flag (true / false) for each contact center associated user. Editing a user allows their Billable flag to be changed. Help resellers better manage user billing administration across child customer accounts.


Billable extensions & tracking report

The following enhancements have been introduced to support a PBX-only contact center model. (CCDEV-10096)


Extension billable status

Administration > Users > Extensions

  • In any contact center system administrators (SysAdmin role) can configure User and Voice-Over-IP Phone (SIP) extensions as Billable (defaults to enabled).

  • Administrators (Admin role) can view the billable status but cannot change it.


Extensions report 

System Administration > Reseller > Billing Reports

  • A new Extensions billing report has been added under the parent account.

  • Lists all extensions across child contact centers.

  • Identifies assignments and which extensions are configured as billable.


See knowledge base article Reseller Billing Reports.


System administration


GDPR ForgetTimeline API

The GDPR/ForgetTimeline endpoint provides a way to target a Session ID in a customer contact center and anonymize all related personally identifiable information (PII), delete recordings (audio and screen) and erase notes, follow up notes and AI generated content (Insights and Sidekick). (CCDEV-10723)


The endpoint can only be called from within the System account internal API browser (System Administration > API Management > Browse APIs, Platform > GDPR > ForgetTimeline). Attempting to call the endpoint outside of the System account will return 403 Unauthorized.


AI data in BYODB

All AI-generated Insights and Sidekick data are now exported to external databases via three new tables, providing a complete record of AI analysis for eligible interactions. (CCDEV-10222, CCDEV-10328, CCDEV-10329)


  • The ai_details table stores all AI-generated Insights and Sidekick data for interactions where the associated queue has AI features enabled.

  • The ai_topic table stores individual topics identified by the Topic Detection feature. One row per detected topic per interaction.

  • The ai_transcription table stores AI-generated transcription details for interactions where transcription is enabled.

The tables are only created if the appropriate AI modules are installed. This extension to BYODB allows external systems to leverage rich AI metadata for analytics, compliance, and review.


See knowledge base article Database Provider Integration (aka BYODB) Data Dictionary.


MFA whitelabel template

Support has been added for a Multi-Factor Authentication (MFA) white-label template to enable compliance messaging when users log into the platform and request an MFA code. (CCDEV-10377)


While no default message is provided, platform administrators can now define custom MFA opt-in messaging for all child contact centers via the white-label settings.


Miscellaneous

Add basic translation keys

To streamline the localization process, an Add Basic Keys button has been added to the Authoring > Translations grid to add the keys required for features like Callback, Estimated Wait Time announcements etc.


This change reduces setup time and helps ensure translations are correctly aligned with system behavior.


AI insights role override

A new tenant-level override has been added for AI Insights, allowing them to be generated for all interactions, regardless of user role (useful for partners who do not follow a user-based AI Insights licensing model). When enabled, the override ensures that AI Insights are applied to all eligible interactions—subject to queue-level AI configuration—rather than being limited to specific licensed users. Contact support to enable the override (disabled by default). (CCDEV-10445) 


Band transparency

Global routing

The platform now supports global routing capabilities across SIP, ACD, and API layers in multi-band environments to ensure seamless service continuity and cross-band interaction handling, especially during customer migrations between bands (e.g. from Band A to Band B).


The Global SIP Router ensures that SIP calls are routed correctly across bands, regardless of where the call enters the system or where a VOIP phone is registered. Key scenarios:


  • Trunk redirection after band migration – If a customer is moved from Band A to Band B but continues to use a fixed SIP trunk pointing to Band A, the Global SIP Router detects the customer's new band and transparently routes the call to Band B.

  • VOIP phone registration mismatch – Some VOIP phones infrequently re-register and may still be registered on Band A after the customer is moved to Band B. The Global SIP Router ensures that calls initiated from Band B are routed back to Band A, where the phone is still registered, so the call reaches the intended device.

  • Enabled on a per customer basis (System account, Operations > General Data > All Companies > [a company] > Global SIP Router Enabled).


The Global ACD Router provides cross-band automatic call distribution, allowing agents and interactions to operate seamlessly during and after a band transition. Key scenarios:

  • Mid-migration continuity – When a customer is moved from Band A to Band B, there may still be active or queued interactions on Band A. With the Global ACD Router:

    • Agents can be logged into either Band A or Band B. The platform dynamically switches agents between bands as needed.

    • The primary ACD Router (on the customer's assigned band) maintains a global view of all interactions and agents and handles all routing logic.

    • Non-primary ACD Routers are aware only of their local interactions and agents and do not make routing decisions.

  • Residual activity  – Once all Band A interactions are handled, agents are automatically switched to Band B. If a stray interaction later enters Band A, the router can again reassign an agent to address it.

  • Enabled on a per customer basis (System account, Operations > General Data > All Companies > [a company] > Global ACD Router Enabled).


The Global API Router ensures that API-based interactions (e.g. chat, SMS, email) are routed to the customer’s primary band, regardless of the originating server or load balancer. Key functionality:

  • The application server, integrated with HAProxy, receives API requests and checks the customer’s current band.

  • Based on the results of this lookup, the request is either handled locally or forwarded to the appropriate band for processing.


If API-based interactions are incorrectly queued to the wrong band, the Global CD (Contact Distribution) Router ensures they are still delivered correctly by dynamically switching agent sessions between bands when necessary.

Band visibility

As a result of the global routing changes, being aware of the band an agent is logged into / interaction is being handled on becomes more important.

  • Added Band ID to the following dashboard cards. (CCDEV-10536)

    • Dashboards > Agents (aka ACD Users)

    • Dashboards > Active Contact (aka ACD Interactions)

    • Administration > Troubleshooting > ACD Router

    • Administration > Troubleshooting > Real-Time Monitor

    • System account

      • Operations > Live Data > ACD Endpoints

      • Operations > Live Data > Find Stuck ACD Items

  • Added band identification in the Agent Experience, Desktop Experience and Mobile Experience. (CCDEV-10930)

    • Added current band to the hamburger menu header (beneath agent name, contact center name & profile name). Only applicable in multi-band environments where the customer is Global ACD Router Enabled.

    • When the platform transitions an agent between bands, a short period of inactivity will occur. During this time, a Switching Bands spinner is displayed to indicate the transition is in progress. Agents are not required to reselect their ACD User Profile or perform the station settings audio check again—the transition is handled automatically by the platform. (CCDEV-10930) Only applicable in multi-band environments where the customer is Global ACD Router Enabled.

Log viewer

Log viewer enhancements. (CCDEV-11003)

  • Added a new toggle, Show Details in Footer, allowing users to move the details panel between the right side and the bottom of the screen. The selected position persists throughout the log viewer session.

  • Introduced a Wrap Text toggle within the details panel to enable or disable line wrapping for easier readability.

  • Very long or incomplete JSON now displays fully without truncation or formatting errors.

  • When duplicating a tab or opening a log entry in a new tab, the current query parameters and view state—including filters, date/time range, and side panel position—are preserved.

Resolved issues

Agent Experience

  • Dispositions follow queue configuration order, except Smart Wrap Up recommendations, which are listed alphabetically. (CCDEV-9500)

  • Contact Manager now returns results for phone number searches with or without the country code. (CCDEV-10372)

  • Resolved issue where chat messages were not visible. (CCDEV-10369, released in v25.1.9)

  • Agents can use + to initiate outbound text messages during inbound or outbound calls. (CCDEV-10370)

  • Fixed issue preventing creation of scheduled follow-ups. (CCDEV-10371, released in v25.1.9)

  • Restored ability to view the customer record during wrap-up for preview dialer interactions. (CCDEV-10373, released in v25.1.9)

  • Fixed issue preventing blind transfers from connecting. (CCDEV-10375, released in v25.1.9)

  • All state timers remain synchronized when agents switch between not-ready states. (CCDEV-10381, released in v25.1.9)

  • Contact changes in Agent Experience Contact Manager reflect during live interactions with a spinner indicating when data refresh occurs. (CCDEV-10382, CCDEV-11065)

  • Interaction History displays notes from previous interactions with the same contact. (CCDEV-10428, released in v25.1.9)

  • Blocked Enter key from starting calls before a queue is selected, ensuring proper call routing. (CCDEV-10453)

  • No longer displaying duplicate Intercom messages. (CCDEV-10451, released in v25.1.9)

  • Scheduled follow-ups maintain the base priority of the queue from which they were configured. (CCDEV-10455)

  • Scheduled follow-up screen pops remain visible in the side panel during both the preview period and the interaction itself. (CCDEV-10644, released in v25.1.11)

  • Fixed opacity on Contact Manager ‘Unknown contact’ notifications. (CCDEV-10878)

  • Restored email address auto-complete in the To, CC & BCC fields when composing or forwarding messages to Contact Manager contacts. (CCDEV-10919, CCDEV-10978)

  • Restored audio playback for voicemail in the Mobile Experience. (CCDEV-10815)

  • When an inbound caller ID matches a contact, the Mobile Experience now displays the contact’s name. (CCDEV-10975)

  • Interactions are no longer silenced or missed when Chromium-based browsers (such as Chrome or Edge) hibernate inactive tabs to conserve resources. Notifications now function reliably, ensuring agents are alerted even if the platform tab is in the background. (CCDEV-11004)

Administration

  • Queue rule behaviour fixes. (CCDEV-8758)

  • Cloud Routing telephone numbers show the cloud icon and configured entry point name. (CCDEV-9652, CCDEV-9988)

  • Fixed Assigned Queues count to accurately reflect Smart Wrap Up prompt usage. (CCDEV-10178, released in v25.1.1)

  • Resolved timezone issue affecting Calabrio intraday data. (CCDEV-10197)

  • Contacts with “null” competencies are now correctly queued and routed to agents. (CCDEV-10368, released in v25.1.9)

  • Queue rules set to offer callback no longer create abandoned callbacks. (CCDEV-10383, released in v25.1.13)

  • Resolved an issue with the Contact Manager View Interaction History page only showing master session interactions. (CCDEV-10457, released in v25.1.9)

  • Restored extension dialing in menus. (CCDEV-10475, released in v25.1.9)

Contact manager

  • Grid exports of My … & All Scheduled Follow-Ups correctly show Queue and Scheduled By names instead of Ids, and dates are correctly formatted. (CCDEV-10474)

  • Updating scheduled follow-up details no longer shifts the date and time by one hour. (CCDEV-11108)

Dialer

  • Preview dialer interactions support scheduled follow-ups during the preview period. (CCDEV-9292)

  • Restored access to the customer record during wrap in a preview dialer campaign call. (CCDEV-10365)

  • Resolved an issue with preview dialer interactions double-routing to agents. (CCDEV-10433, released in v25.1.9)

  • When duplicate numbers exist across dialer lists, the correct contact data displays based on the specific contact dialed. (CCDEV-10645)

  • Resolved an issue preventing deletion of contacts in Agentless dialer campaigns. (CCDEV-10851)

  • Fixed CSV download for the Contact Data report. (CCDEV-10929)

Feedback

  • ‘Award Goal if Unanswered’ is supported for numeric questions in evaluation forms. (CCDEV-10090)

PBX

  • Agent leg data is now hidden in My Recent Calls, regardless of the tenant level Save Agent Legs setting. (CCDEV-10911)

  • Restored the audible alert for inbound PBX calls. (CCDEV-10949)

Reports

  • Report names now display in both view and edit modes for detail and summary reports. (CCDEV-8717)

  • Reports generate correctly when the user profile language is set to Czech. (CCDEV-8754)

  • Scheduled reports support custom date formats. (CCDEV-9519)

  • Calls Received by # (Month) report downloads include 12 months of data. (CCDEV-9626)

  • Summary report downloads default to date format based on browser language settings. (CCDEV-10038, released in v25.1.1)

  • Filter selections now remain when you use and then clear quick search within the filter. (CCDEV-10171)

  • Dates in scheduled reports honor local browser language settings. (CCDEV-10191)

  • Role names in the reseller Users report match the role names shown in the user interface. (CCDEV-10482)

  • Restored ability to show or hide all report columns using the hamburger menu. (CCDEV-10506) 

  • Reports scheduled for Today reflect data correctly based on the contact center time zone. (CCDEV-10657)

  • Date/time columns in downloaded reports no longer include hidden space characters. (CCDEV-10675)

  • User State Details loads timeline details without error. (CCDEV-10762)

  • Reports can now be saved as pie charts, provided the selected metrics and groupings support a valid pie chart configuration. (CCDEV-10968)

  • All canned reports now filter out agent legs, no matter the Save Agent Legs setting. (CCDEV-8850, CCDEV-10977)

  • Summary reports now correctly count negative sentiment. (CCDEV-11036)

  • Each open report uses its own selected date range when downloaded. (CCDEV-11106)

System administration

  • Ensured Stop On Band Change enabled scheduled tasks only run on the active band. (CCDEV-10366)

  • Removed duplicate AI - Sidekick - Smart Wrap Up module. (CCDEV-10390)

Miscellaneous

  • Resolved a call forwarding issue after a 486 busy response from a Yealink VoIP device. (CCDEV-9300)

  • AI Sidekick Real-time Voice Transcription performance improvements. (CCDEV-10146)

  • Resolved an issue with Apps/QM/DeleteEvaluation deleting evaluations. (CCDEV-10318)

  • Fixed CSV upload failures caused by files that include a Byte Order Mark (BOM). (CCDEV-10887, CCDEV-11027)