Agent AI Updates & Release Notes

<Badge> Minor Release </Badge>

This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.

<p className="rn-heading">UI Enhancements</p><p className="rn-subtitle">Custom user context for Search AI</p>

Admins can now configure which user context fields Agent AI passes to Search AI. The User Context setting in Pass Metadata now lets admins pass Full User Context or Custom Data Only. Learn more→

<p className="rn-subtitle">Agent Coaching drill-down in the Agent AI dashboard</p>

The Agent Coaching section in the Agent AI dashboard includes a rule-level drill-down view. Select a coaching rule from the View All screen to view all instances where the rule triggered, including the trigger text, conversation ID, triggered by, date and time, and GenAI model (for GenAI triggers only). Learn more→

<p className="rn-heading">Integration Enhancements</p><p className="rn-subtitle">NICE Integration with Salesforce Service Cloud</p>

Agent AI integrates with NICE and Salesforce Service Cloud to support transcription, Agent Playbooks, Agent Coaching, Agentic Copilot, automation, and summaries.

<p className="rn-subtitle">Salesforce AppExchange listing correction</p> …

<Badge> Patch Release </Badge>

This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.

<p className="rn-heading">Widget Enhancements</p><p className="rn-subtitle">Welcome messages for auto-transferred calls</p>

When you set Answer Mode to Auto and a call transfers to the next available agent due to timeout or unavailability, the Agent AI widget shows welcome messages to the newly assigned agent.

<p className="rn-subtitle">Automatic playbook step adherence for IVR transfers</p>

For IVR-to-agent call transfers, Agent AI now automatically marks completed playbook steps as adhered to, based on the information it collects during the IVR-user conversation. This applies to both primary and dynamic playbooks.

<p className="rn-subtitle">Utterance analysis for coaching rules</p>

The Analyse option for coaching rules helps optimize utterance matching through overall or custom analysis. You can identify ambiguous utterance pairs, review threshold summaries, or analyze up to 10 custom utterances and their match scores.

<p className="rn-heading">API</p><p className="rn-subtitle">Agent AI Engagement Tracking and Export APIs</p> …

<Badge> Minor Release </Badge>

This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.

<p className="rn-heading">Widget Enhancements</p><p className="rn-subtitle">Manual NBA triggering with proactive mode control</p>

Agents can now select Generate NBA on the Assist tab to manually trigger an NBA suggestion when all of the following apply:

• Proactive Mode is off
• A new customer message arrives
• The previous NBA generation finishes

Learn more→

<p className="rn-subtitle">Call transfer reason for bot-to-human agent transfers</p>

For bot-to-human call transfers, the Landing Summary now includes a Call Transfer Reason section. Learn more→

<p className="rn-subtitle">Transcript visibility control for agents</p>

Admins can now control transcript visibility for transferred agents on the voice channel, using the Control Transcript Visibility between Agents setting in Widget Settings. When admins select Use Agents' Entry and Exit Events, the current agent sees transcripts of their own conversation and summaries of previous bot-user and agent-user conversations. Learn more→

<p className="rn-heading">UI Enhancements</p><p className="rn-subtitle">Coaching nudge enhancements</p> …

<Badge> Patch Release </Badge>

This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.

<p className="rn-heading">UI Enhancement</p><p className="rn-subtitle">Expandable sections in Agent AI suggestions</p>

Agent AI suggestions now display content in collapsible sections that agents can expand to view. The Copy and Send buttons appear only for the customer-facing section.

<p className="rn-heading">Integration Enhancements</p><p className="rn-subtitle">Support for Genesys agent and queue metadata</p>

Agent AI integration with Genesys now supports passing agent and queue metadata from Genesys to Agent AI. Quality AI uses this metadata to associate interactions and generate agent-level and queue-level quality metrics and analytics. Existing integrations that don't send this metadata continue to work without any changes.

<p className="rn-subtitle">Region and language-based Agentic app mapping</p>

Agent AI now supports mapping Agentic apps based on region and language.

<p className="rn-heading">API Enhancement</p><p className="rn-subtitle">Agent Coaching Rules API</p>

The Agent Coaching Rules API now supports create, read, and update operations for coaching rules and utterances. The API also includes Export and Import endpoints that propagate changes across environments. Learn more→

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<Badge> Minor Release </Badge>

This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.

<p className="rn-heading">UI Enhancements</p><p className="rn-subtitle">Data Export for Agent AI Logs</p>

The Agent AI Logs section now lets admins export conversation log data in JSON format. The export honors date range filters, and the JSON data includes agent and customer messages, Agent AI suggestions, and actions and feedback on AI suggestions. Learn more→

<p className="rn-subtitle">Email Channel Enhancements</p>

Agent AI now generates only one NBA suggestion based on the latest customer email thread when the widget becomes active, using the case summary generated during widget-inactive time as additional context if the email lacks prior thread context.

<p className="rn-subtitle">Landing Summary Feedback</p>

Agent AI now supports thumbs-up and thumbs-down feedback for landing summaries across chat, voice, and email channels. Admins can configure feedback reasons for landing summaries under Feedback Settings, and the Feedback Dashboard now displays landing summary feedback. Learn more→

<p className="rn-subtitle">WebSocket Encryption for Real-time Messaging</p> …

<Badge> Patch Release </Badge>

This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.

<p className="rn-heading">Widget Enhancement</p><p className="rn-subtitle">Data Export for the Feedback Dashboard</p>

The Feedback dashboard now supports CSV export of View All data, along with agent details, for the Overall Agent AI Widget Feedback, Suggestions Feedback, and Summary Feedback sections. Learn more→

<p className="rn-heading">API Enhancement</p><p className="rn-subtitle">Agent AI Configuration Management Through Export and Export Status APIs</p>

The platform Export and Export Status APIs now support Agent AI-specific configurations, including coaching rules, playbooks, widget settings, widget preferences, and connect/exit events. To export all supported configurations, pass exportType: latest in the request payload.

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