Contact Center 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">Console</p><p className="rn-subtitle">Disposition Search in the Console</p>

A search bar in the Add Disposition dialog now lets agents filter dispositions by name as they type, supporting partial and case-insensitive matching. Learn more→

<p className="rn-subtitle">Email Delivery and Attachment Failure Notifications in the Console</p>

Agents now receive a real-time error toaster when an outbound email fails to deliver, or an attachment fails to send, due to SMTP timeouts, server rejections, or network errors. The failed message or attachment is also marked with a failure indicator in the conversation log, replacing the previous ambiguous sent state. Learn more→

<p className="rn-subtitle">Configurable User Information Section in the Console</p>

Administrators can now configure the User Info section in the Console layout, including adding, removing, enabling, disabling, and reordering fields across User Details, Recent Visit History, and Connection Details. Existing layouts retain their current default fields until modified. Learn more→ …

<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">Configuration</p><p className="rn-subtitle">End Flow Node Message Optional</p>

The End Flow node message field is now optional, letting flows close without sending a placeholder message to the customer. Learn more→

<p className="rn-heading">Campaigns</p><p className="rn-subtitle">Campaign Attempt Metadata Sent to Artemis for All Call Attempts</p>

For every call attempt - whether or not the customer was reached - Campaigns now sends Artemis the campaign ID, name, instance ID, instance start time, attempt number, and attempt reason. The reason identifies calls placed after a customer requested a callback later, enabling Artemis to distinguish these from standard call attempts. Learn more→

<p className="rn-subtitle">Dynamic Date Constants in Contact List Filters</p>

Contact List filters now support TODAY, TOMORROW, and YESTERDAY as dynamic values for date fields, along with a new DATE_EQUALS operator for date-only equality comparisons. Comparisons use each contact's configured timezone; contacts without a timezone are skipped. 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">Console</p><p className="rn-subtitle">Revamped Conversation History With Omnichannel Summary</p>

The Conversation History panel in the Agent Console now presents Chat, Email, and Voice interactions in a unified, chronological view. Each conversation displays acceptance time, duration, channel, participating agents, bot involvement, and status codes. Learn more→

<p className="rn-subtitle">Conversation Position Preserved When Switching Between Concurrent Chats</p>

Conversations now open directly - at the last-read message when unread messages exist, or at the latest message when fully read - with no visible scrolling.

<p className="rn-subtitle">Network Instability Warning for One-way Audio</p>

A warning now appears in the Console when audio packets sent or received drop below the threshold indicating one-way audio, alerting agents to check their network or reconnect the call. The warning dismisses when two-way audio is restored, or can be manually closed by the agent.

<p className="rn-heading">Configuration</p><p className="rn-subtitle">Separate Permissions for Configuration and Analytics Wallboards</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">Channels</p><p className="rn-subtitle">Artemis Channel Support in Interactions Tab and Conversations Dashboard</p>

Artemis sessions now appear as a dedicated channel in the Conversations dashboard and Interactions tab, with inbound and outbound messages routed through the Artemis channel adapter. Learn more→

<p className="rn-heading">Configuration</p><p className="rn-subtitle">Configurable IP Address Masking in Conversation Transcripts</p>

The new Mask IP Address in Transcripts option lets you mask IP addresses across conversation transcripts on all channels. The option is added under Agent Settings → System Settings → Obscure Customer Info in Analytics - Interactions. Learn more→

<p className="rn-subtitle">Separate Prompts for Arrival and Closure Summaries</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">Console</p><p className="rn-subtitle">Dark Mode for the Agent Console</p>

Agents can now switch the Agent Console to dark mode from the profile drop-down menu. The preference is persistent across logins. Learn more→

<p className="rn-subtitle">Workbin Duration Column in the Agent Workbin</p>

A new Workbin Duration column in the Agent Workbin displays the elapsed time since a conversation was last parked. The timer updates every minute, resets each time a conversation is re-parked, and agents can sort by this column to view the oldest conversations. Learn more→

<p className="rn-heading">Configuration</p><p className="rn-subtitle">Independent Translation Controls for AI Summaries and Automation Transcripts</p>

Administrators can now independently turn translation on or off for Arrival Summary, Disposition Summary, and Automation Transcript. When turned on, content is displayed in its original language. Learn more→

<p className="rn-subtitle">Permission to Override Queue Transfer Restrictions</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">Configuration</p><p className="rn-subtitle">Fallback Messages for No Agent Available and Out-of-Office Flows</p>

Admins can now configure channel-specific fallback messages under Conditional Flows for No Agent Available and Out-of-Office Hours scenarios. These messages are displayed when a conversation encounters either scenario and no conditional flow is configured to handle it, ensuring a consistent response regardless of routing context. Learn more→

<p className="rn-subtitle">Configurable Conversation Timer Metric</p>

Admins can now select which timer metric is displayed in the Agent Console, choosing from Total Chat Handling Time (default), Agent Handling Time, Agent Last Message Time, or Interaction Handling Time. The setting applies to all agents, and existing deployments are unaffected. Learn more→

<p className="rn-heading">Analytics</p><p className="rn-subtitle">View Last Handling Agent for Workbin Conversations</p> …