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New/Enhanced Functionality
Digital Messaging
Admin
- Improved system performance and responsiveness under high load conditions.
- Enhanced outbound messaging capability to support scalable customer outreach.
- Increased SMS sending capacity to support high-volume messaging requirements.
- Introduced performance telemetry for better understanding and optimization of lightweight CSR experiences.
- Strengthened system reliability by reducing unnecessary background processing and improving resource efficiency.
- Improved system stability by optimizing routing and state management across messaging sessions.
Supervisor
- Improved visibility into messaging performance for better monitoring of service quality and responsiveness.
- Enhanced service level tracking to better understand customer response performance.
Agent
- Improved responsiveness and stability of messaging interactions.
- Enhanced experience during high-volume messaging periods with reduced delays and improved session reliability.
Voice
Admin
- Improved reliability of voice routing to ensure calls are assigned accurately and without interruption.
- Enhanced call assignment processing to reduce routing inconsistencies.
Intelligent Routing
Admin
- Strengthened secure access handling to improve system reliability and authentication experience.
- Expanded automation to reduce manual effort in agent-related operations.
- Improved real-time agent availability handling to ensure accurate capacity-based assignment at login.
- Enhanced geo-level monitoring to proactively detect connectivity and infrastructure issues.
- Improved system observability by enabling usage tracking through external API integration.
- Updated ownership records to ensure accurate system accountability and smoother operations.
Supervisor
- Introduced improved Service Level tracking (20 seconds) to better measure customer response performance and service efficiency.
Agent
- Improved login experience with more accurate presence status based on real-time capacity.
- Ensures faster and more accurate routing of conversations to available agents.
Repaired Functionality
Digital Messaging
Admin
- Removed unused telemetry components and constants to reduce overhead.
- Fixed scale test configuration mismatch between client and application identifiers.
- Fixed issue where rollback attempts were not updated correctly after delivery cancellation.
- Fixed issue where active organizations were incorrectly marked as inactive.
Supervisor
- Improved delivery processing performance for faster outbound delivery status visibility.
- Fixed issue where delivery tasks could remain stuck in "Sent" state.
Agent
- Improved outbound calling experience by ensuring correct caller ID is consistently displayed.
Voice
Admin
- Fixed issue where default caller ID was not correctly applied during outbound calls.
- Resolved issue where cancelled deliveries did not reset attempt counts correctly.
- Fixed issue where delivery tasks could remain stuck in "Sent" status.