Kore Contact Center AI Updates & Release Notes

Minor Release

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

Console

Disposition Search in the Console

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

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Email Delivery and Attachment Failure Notifications in the Console

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.

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Configurable User Information Section in the Console

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.

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Configurable Primary Email Action in the Console

A new Primary Email Action setting under Settings → System Settings → Email lets administrators choose whether Send or Send & Close is displayed as the primary option when agents send outbound emails. The non-selected action remains available in the dropdown. The default is Send, preserving existing behavior.

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Configurable Interaction Metrics in the Console Header

Administrators can now choose which metrics appear in the Agent Console header — up to three at a time — from four options: Survey Indicator, Total Interactions (Transferred and Abandoned), Handling Time, and a new Inbound & Outbound Interactions metric that displays inbound and outbound counts separately. The first three metrics are selected by default; Inbound & Outbound Interactions is unselected by default.

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Configuration

Longest Available Routing Strategy for Fairer Workload Distribution

Fairer Workload Distribution now supports a second routing strategy—Longest Available—which routes interactions to the eligible agent who has been available the longest, ensuring fair distribution by considering current load capacity alongside availability. The selected strategy takes precedence over the queue-level routing configuration.

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Agent Status Change Notification

Administrators can now configure an Agent Status Change Notification to post agent status change events — including agent ID, previous status, current status, and timestamp — to a customer-provided endpoint. Notification failures don’t affect agent status or routing behavior.

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Pre-processor Script in Contact Center AI Translation Settings

The Pre-processor Script option is now visible in Contact Center AI translation configuration, letting administrators define a script that runs before each translation request is sent to the translation engine, consistent with the existing Automation Translation behavior.

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Audio and Video Call Tools for Auto-accepted Chats

For chat conversations in Auto-acceptance mode, audio and video call tools are now available immediately after assignment — agents no longer need to send an initial text response before initiating a call. Selecting the Audio or Video Call option accepts the conversation and starts the conversation timer.

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Configurable End Conversation Delay for Live Chat

Administrators can now set an End Conversation Button Delay for Live Chat, controlling how long after a conversation becomes active the End Conversation option is available to agents. A Customer-Initiated Closure Only checkbox keeps the option unavailable indefinitely, requiring the customer to end the conversation.

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Analytics

Agent Group Membership Report: Last Action By Field Added

The Agent Group Membership Report now includes a Last Action By field showing the email of the user who performed the most recent membership action for each agent. Actions performed via API are identified in the format API:.

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Final Response Time field added to Interaction Details Report

A new Final Response Time field is added to both the Interaction Details by Segment Report and the Interaction Details Report, capturing the date and time of the agent’s last response in each segment — or the final email sent for Email channel interactions. The field is blank when no agent response exists or when the conversation predates this release.

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API

Login, Logout, Entry, and Exit Events Added to Agent Status API

The Agent Status API now returns an events array per agent, capturing login, logout, entry, and exit events, including the UTC timestamp and IP address for each occurrence. Request parameters are unchanged; the API version has been incremented.

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Login, Logout, Entry, and Exit Events Added to Agent Status API

The analytics data powering the Queues and Agents dashboard is now available under the SmartAssist Analytics scope, covering near-real-time and historic metrics, including agent availability, transfer rate, abandoned interactions, AHT, ASA, SLA response levels, skills, and dispositions. Data is aggregated by queue-channel combination and can be filtered by queue, channel, date and time (UTC), direction, and skill.

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Patch Release

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

Configuration

End Flow Node Message Optional

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

Campaigns

Campaign Attempt Metadata Sent to Artemis for All Call Attempts

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.

Dynamic Date Constants in Contact List Filters

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.

Minor Release

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

Console

Revamped Conversation History With Omnichannel Summary

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.

Conversation Position Preserved When Switching Between Concurrent Chats

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.

Network Instability Warning for One-way Audio

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.

Configuration

Separate Permissions for Configuration and Analytics Wallboards

Wallboard access is now controlled by two independent permissions - Contact Center Wallboards in Configuration and Wallboards in Analytics - letting administrators grant access to each wallboard area separately. The Analytics wallboard permission is enabled by default for all built-in and custom roles.

Manual Reordering of Response Template Groups and Templates

Response Template Groups and the templates within each group can now be reordered using drag-and-drop. The configured order persists across sessions and is reflected in the Agent Console, letting organizations prioritize frequently used groups and templates for faster agent access.

Agent Permissions for Sending Forms and Links

Two new permissions - Agent Forms and Links - are now available under Agent Capabilities, consistent with the existing Attachments and Emojis controls. When disabled, the respective send options are hidden in the Agent Console and blocked at the backend.

Multilingual Message Localization and Translation Framework

Administrator-configured locale messages now take precedence over machine translation at runtime, with the bot’s default language as the universal fallback. Translated messages are cached for 15 days to reduce repeated translation calls, and incomplete multilingual configurations are blocked from saving. Localized message behavior is governed by the account’s translation setting in Agent Settings.

API

A New Field Added to Call Details API v2 Response

A new nonRespondingAgents object of the Call Details API v2 returns the exact date and time an agent was unlinked from a conversation - whether due to rejection, acceptance timeout, or the caller leaving before the agent responded. The field is populated for historical conversations where the data is available.

Patch Release

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

Channels

Artemis Channel Support in Interactions Tab and Conversations Dashboard

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.

Configuration

Configurable IP Address Masking in Conversation Transcripts

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.

Separate Prompts for Arrival and Closure Summaries

Administrators can now configure independent prompts for Arrival Summary and Closure Summary. Both prompts support runtime resolution of system and custom context variables before the LLM is invoked. On upgrade, existing prompt content is copied into both sections.

Monitor

Participant-Based Filtering for Workbin Interactions

Supervisors can now filter Workbin interactions by the last handling agent, using the existing Participant filter. The Participant column also identifies the last handling agent for Workbin interactions.

API

WFM Contact Volume Skill Breakdown and New Agent Performance API

The Contact Volume API now accepts an includeSkillBreakdown parameter that returns per-skill metrics alongside existing queue-level totals for each interval, enabling skill-specific staffing models. A new Agent Performance API returns historical contact handling metrics per agent, per queue, and per interval.

Minor Release

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

Console

Dark Mode for the Agent Console

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

Workbin Duration Column in the Agent Workbin

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.

Configuration

Independent Translation Controls for AI Summaries and Automation Transcripts

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.

Permission to Override Queue Transfer Restrictions

A new Override Queue Transfer Restrictions permission lets supervisors bypass queue-level transfer restrictions when reassigning conversations from the Monitor tab.

Custom Additional Fields for Agent Profile

Administrators and App Owners can now create custom key-value fields in Agent Profile using the UI or existing Agent APIs, and these fields display in all agent profiles. Custom fields propagate through agent context and are included in analytics exports and reports.

ACW Releases Correctly After a Blind Transfer

After an external (blind) transfer, the After Call Work (ACW) state was not releasing and the interaction remained open in Monitor tab, leaving the agent unable to receive new calls. The conversation now closes correctly once the transferred call ends, and the agent transitions to Available according to the configured Timed Slot Release settings.

Patch Release

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

Configuration

Fallback Messages for No Agent Available and Out-of-Office Flows

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.

Configurable Conversation Timer Metric

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.

Analytics

View Last Handling Agent for Work Bin Conversations

Supervisors can now see the last agent who handled a conversation before it was moved to the Work Bin, visible in both the Queues and Interactions views in the Monitor tab.

Agent Response Usage Report

A new daily usage report tracks how many times agents used each standard response and secure form over a selected date range of up to 92 days or the last quarter, exported as CSV with a configurable date format.

API

Translation and Snooze Fields Added to Call Details API v2

Two new fields are now available in every AgentSegment object in the Call Details v2 API:

chosenTranslation indicates whether the agent used translation during their segment.

snoozeinfo returns an array of snooze periods with start and end timestamps, available when requested using selectedFields.

Minor Release

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

Console

Copy Option for AI-generated Conversation Summaries

Agents can now copy the auto-generated end-of-conversation summary to the clipboard with a single click across Chat, Voice, and Email. A notification confirms whether the copy action succeeded or failed.

Template-level Shortcuts for Agent Response Templates

Agents can now invoke individual response templates directly using a nested shortcut format, such as /billing/refundpolicy , instead of navigating a group shortcut and manually selecting from a list.

Timeline Events for Chat Transfers in the Console and Transcripts

Chat transfers now appear as system-generated timeline events in the conversation, showing the transferring agent, timestamp, and transfer target-whether a queue or another agent. These events are visible to receiving agents, in supervisor monitoring views, and in conversation transcripts.

Configuration

Network Disruption Notification Delay

Administrators can now configure a delay of 3 seconds to 1 minute before agents see a Customer got disconnected notification, suppressing it if the customer reconnects within that window. This reduces notification noise from short-lived connectivity interruptions, such as SDK reloads.

Video Call Recording Consent Prompt

A new Display Recording Consent Prompt setting under Video Call Recording Control lets administrators disable the Web SDK’s built-in recording consent prompt, useful when consent is already collected earlier in a customized video call flow. The setting is enabled by default for new and existing configurations.

Queue-Based and Combined Skill-Queue Conditions for Waiting Experience

Waiting Experience configurations can now be triggered by queue or by a combination of skill and queue using AND logic, in addition to the existing skill-only condition. Existing skill-only configurations continue to work unchanged.

Analytics

Center Wide Abandoned Wallboard-Manual Scrolling and Updated Top-line Widgets

A new Allow manual scrolling option in the Center Wide Abandoned Wallboard configuration disables auto-scroll for the Queue-Skill table, allowing users to scroll and sort manually.

The Agents’ top-line widget now displays available and system-busy agents relative to the total number of active agents, and the Longest Wait widget has been replaced with Capacity Utilized, which shows active conversations relative to available agent slots.

Download Plain Text Transcript from the Conversations Dashboard

A new Download Plain Text Transcript option is now available in the Conversations Dashboard, alongside the existing Download Transcript option. An Export Plain Text Transcripts bulk action is also available, supporting up to 25 conversations at a time.

API

New callContactAt API for Scheduling Agentless Campaign Callbacks

A new callContactAt API lets one or more contacts be scheduled for a callback at a specified date and time within an Agentless Campaign, supporting scenarios where a contact requests to be called back later.

Patch Release

This update includes an enhancement and bug fixes. The key enhancement included in this release is summarized below.

Analytics

Stable Sorting for the Engaged Column and Transcript Slider Improvements

In the Monitor tab, sorting by the Engaged column (descending) now remains stable when new conversations arrive — incoming conversations are placed in the correct sort position rather than moving to the top. Supervisors can also switch between conversations while the transcript slider is open; the slider refreshes automatically with the transcript of the selected conversation without requiring a manual close and reopen.

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

Console

Conversation Tray Notifications and Status Timers

The conversation tray now displays a distinct icon and colored background for each conversation lifecycle status 014 Ongoing, Idle, ACW, Snoozed, and Overdue 014 enabling supervisors to identify urgency and state at a glance. Overdue conversations display a dynamic elapsed-time timer based on the customer019s last message. A notification on the tray indicates unread customer or system activity and persists until acknowledged.

Personal Work Bin View

Agents can now access a dedicated Personal Work Bin view from the Console, showing all open conversations parked in their Work Bin 014 without occupying active interaction slots or accumulating handling time. Agents can search and browse the list, open a conversation019s detail view, and reassign it to themselves when ready to resume. This feature is controlled by the Enable Personal Work Bin View setting.

Agent AI Widget During Video Calls

The Agent AI widget now stays enabled when a chat conversation escalates to a video call within the same interaction, preserving session context, chat transcript, recommendations, and knowledge suggestions throughout the video session. Returning to chat after the video call doesn019t reset the assist state.

Configuration

Queue-specific Sound Notifications

Admins can now assign distinct incoming interaction sounds to individual queues for Voice, Chat, and Email channels. Queues without a custom assignment continue to use the default sound. Sounds can be previewed before saving, and mappings can be modified or removed.

Standalone Voicemail Trigger in Waiting Experience

Admins can now enable a Trigger Voicemail Immediately option under Forced Voicemail in the Waiting Experience configuration. When enabled, callers are routed directly to voicemail as soon as the waiting experience is triggered 014 bypassing the voice queue entirely. The voicemail request is created and delivered to agents with no live interaction assigned.

App-level Language Selection and Conditional Translation

Admins can now configure On-Connect and Waiting messages across all bot languages defined at the app level. Messages are automatically matched and delivered to users based on their language, eliminating the need for manual translation. The translation option is hidden when the customer019s language already matches the agent019s configured languages.

Optional Conversation Status Control Messages for the Email Channel

Admins can now individually enable or disable specific Conversation Status Control messages for the Email channel 014 including agent inactivity reminders, customer idle notifications, auto-expiry reminders, and on-close messages 014 under Conversation Status Control 10 Email Channel.

Callback Number Confirmation in IVR Queue

Admins can now enable a Callback Number Confirmation flag under the Callback option in Waiting Experience. When enabled, callers are prompted via IVR to confirm their callback number 014 or enter an alternative one 014 before being placed in the callback queue, with support for both DTMF and voice input. A default Callback Number Confirmation dialog flow is automatically installed in all existing and new apps and is fully editable.

Analytics

Separate Email Channel Metrics in Queue Performance

The Queue Performance section now displays Email as a dedicated channel alongside Chat and Call, with metrics for Average Response Time, Average Resolution Time, and Average ACW Time. Email interactions are no longer grouped under Chat, ensuring accurate, channel-specific insights for each queue.

Center Wide Abandoned Wallboard: Queue-skill Accuracy and Blank Skill Visibility

The Queue-Skills table in the Center-Wide Abandoned Wallboard now resolves skill associations at the point a conversation enters each queue, rather than using post-call skill history, ensuring each queue row reflects the correct skill context. Conversations linked to a queue but not associated with any skill are shown as a dedicated row with a blank skill value; rows with no data aren019t displayed.

New report: Agent Group Membership

A new Agent Group Membership report tracks when agents were added to or removed from groups over a selected date range of up to 92 days (or the last full quarter). The report is exported as CSV and includes agent name, custom ID, group name, and timestamped added and removed dates, with a configurable date format.

Interaction Details by Segment Report Enhancements

The Interaction Details by Segment report now supports in-progress conversations via an opt-in configuration checkbox, showing each conversation019s current state and SmartStatus in real time. Five new columns have been added 10 Disposition, First Response Time, Messages Sent, Email Subject, and Session and User Tags 014 along with a configurable date format.

Switch Conversations in the Transcript Slider

Supervisors can now select a different conversation while the transcript slider is open; the slider automatically refreshes with the transcript of the newly selected conversation without requiring a manual close and reopen.

Campaigns

QuickChat widget for Proactive Web Campaigns

A new QuickChat widget is now available for Proactive Web Campaigns. The chat box opens automatically when campaign rules are met 014 no visitor click required 014 and immediately begins the configured flow12dashboard analytics count only conversations where the visitor has sent at least one message.

Campaign-linked Disposition Sets

Disposition sets can now be designated as campaign-linked at creation, restricting them to single-select and ensuring only one such set is associated with each queue. Agents handling campaign calls in ACW see only the campaign-linked disposition set.

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

Console

Notes Translation

Notes in the Console and the Conversations Dashboard now support translation based on the user's selected language, with translated-only and dual-view modes available. No additional configuration is required.

Configuration

Restrict Translation Languages to User Assignment

A new Limit Translation Languages to User's Assigned Languages setting can restrict the translation dropdown to show only the logged-in user's assigned languages across Agent Console, Monitor, and Interactions.

Disposition Capture During Transfers

A new Capture Disposition During Transfer setting displays a dropdown during agent or supervisor transfers, allowing optional selection of one or more dispositions. Selected dispositions are stored with the interaction and remain available for reporting, while transfers continue without interruption if skipped.

Analytics

Interaction Details Report Updates

A new Include In-Progress Conversations option displays active conversations with their current status and wait time. Agent Custom ID, a new Support field, and a configurable date format have also been added.

Open Wallboards in Separate Window

A new Launch Wallboard in New Window option is available in both the Configuration and the Wallboards views, opening the selected wallboard in a separate browser window for independent viewing.

Console

Agent Screen Recording for Voice Calls

Agent screen recording for voice calls is now available, with an app-level toggle and a Windows desktop capture application that records full desktop activity and streams it securely. Recording starts on call acceptance, continues through hold, transfer, and ACW, and stops after ACW submission. Recordings are stored securely, available on the Interactions page for download with role-based access, and adhere to existing retention policies. Validation, error handling, and compliance controls ensure reliable and secure operation.

Warm Transfer for Live Chat

The new Consult option allows agents to initiate an internal agent-to-agent chat, share context, and collaborate without displaying messages to the customer. Agents can switch between customer and consult chats, merge into a conference chat, and complete a warm transfer with full context.

Real-Time Status and ACW Timers

A real-time timer in the Agent Status dropdown shows elapsed time for the current status session and resets on every status change, without affecting cumulative reporting. Each conversation in ACW shows its own timer, starting at ACW entry, running independently, and stopping on closure.

Anchor Tag in User Info

User Info now supports a predefined anchor tag syntax that renders clickable links in the Console. Clicking a link opens the URL in a new tab or window.

Agent-Controlled Skill and Queue Subscription

Agents can now opt in or out of assigned skills and queues from the Profile section when permitted, with deselected items remaining visible but excluded from routing. A Revert to Default option restores original assignments. Supervisors retain full visibility of assignments and agent-level changes, with the ability to override.

Configuration

Queue and Agent Level Blended Agent Configuration

Blended agent configuration is now supported at the queue and agent levels, in addition to the app-level setting. Agent-level override takes the highest priority, followed by queue-level, then app-level. Routing and system busy logic use the effective blending state, ensuring optimized workload distribution while retaining existing channel selection behavior.

Dashboard: Queue-Based Access Control for Supervisors

A new Queues option under Dashboard Content permissions now restricts dashboard visibility to a supervisor’s assigned queues and the agents serving those queues. This applies across dashboards, wallboards, and interactions, including filters, summaries, and searches.

Team Leader Permission Modification

A new Edit User Information child permission under User Management controls who can modify user profiles. Users without this permission can view users and perform operational tasks-routing, queues, and monitoring-but can’t edit agent or user details, with profile pages rendered in read-only mode.

Dedicated Waiting Experience for Email Channel

A separate Email Waiting Experience is now available under Flows, supporting Initial Email, Agent Transfer messages, and configurable periodic messages with hours/minutes and loop/once behavior.

Analytics

Update Agent Status Label:

Deleted →
Inactive

The Deleted label is replaced with Inactive where Agent Name appears across reports, dashboards (Queues, Agents, Interactions), wallboards, filters, and configuration screens now return Inactive instead of Deleted, ensuring consistency across UI and data outputs.

Campaigns

Contacts: List View

A new list view is now available for contacts from CSV, Passive API, and Subset-based sources. The view supports pagination, column selection, exact-match search, priority filtering, sorting, and CSV export. Key contact fields are displayed in read-only format.

API

Check Agent Availability API: Channel-Level Availability and Capacity Details

The API now returns channel-level availability for Voice, Chat, Email, and Messaging, including channel enablement and real availability based on capacity. Each channel includes total, used, and available capacity, along with a digital experience indicator. Availability reflects true readiness only when status, channel enablement, and capacity conditions are all met.

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

Configuration

Queue Settings: Extended ACW Duration

Queue settings now support configuring After Call Work (ACW) duration up to 90 minutes. Inputs are validated to ensure values fall within 10 seconds to 90 minutes, with errors displayed for invalid entries. This extends configuration flexibility without impacting existing queue behavior or live interactions.

Analytics

Interaction Details Report: Disposition Notes

A new Disposition Notes column has been added to the Interaction Details Report CSV output. It captures agent-modified notes with full support for multi-line content, special characters, and Unicode, without impacting the existing report structure.

Configuration

Separate Wait Time Controls for Post-Transfer Conversations

Conversations now use separate queue wait time controls before and after agent transfer. On the first entry, the initial wait time applies. After a transfer, a dedicated post-transfer timer activates and resets with each subsequent transfer.

Parent and Child Grouping of Permissions

Two new permissions, in the Monitor Tab, are Profile and Mark Offline. These improve role-based access control and will be enabled by default for all roles except Agent and Custom.

Channel-Based Last Agent (Affinity) Routing

Last Agent Routing is now available per channel (Voice, Chat, and Email), routing interactions to the last handling agent when available. An optional wait duration holds the interaction before falling back to standard routing; if no wait duration is set, fallback occurs immediately.

Analytics

Correct Call Status for Agent Interactions with CSAT

The system now records accurate call-termination status during agent-customer interactions, including CSAT. Calls are marked as User Hangup or Agent Hangup, preventing incorrect classification as Bot Hangup.

Show Duration Markers in Recordings

A new account-level setting lets you display either timestamps or elapsed call duration for transcript segments. When duration is selected, each segment shows time relative to the call start instead of the date and time. Timestamps remain the default, and the setting applies to all recordings on reload.

Usability Enhancement to View and Navigate Recordings

The Insights to Logs panel now includes a compact recording overview widget, an expandable full-screen view, and a zoom control, which together improve recording visibility and navigation.

Campaigns

Add Payload Input for API-Integrated Contact List

POST-based API-integrated contact lists now support request payload input. The payload field accepts .json file, raw text, or URL-encoded data, with existing validation rules applied. This enables flexible data exchange with external systems without affecting current API configurations.

Agentless Dialers: Disposition Support

Agentless voice campaigns now support predefined disposition codes for tracking and analytics. The system attaches the selected disposition to the session as a tag and displays it in campaign outcomes and interactions.

New Dashboard for Proactive Web Campaigns

A dedicated dashboard for proactive campaigns is now available, with filters for campaign executions and date ranges. Key metrics include impressions, clicks, visitors (unique, anonymous, and logged-in), conversations, and dismissal rate. Visualizations cover time trends, reasons for suppression, conversation split (agent vs. bot), and disposition distribution.

API

Time-Based Queue Reprioritization

A new public API lets you dynamically update queue priorities, enabling time-based automation via external schedulers. Updates apply immediately, override UI-configured priorities, and influence routing without reassigning active conversations.

Configuration

Expose Queue Array in InQueuesFlow

The system now exposes a QueuesArray in the InQueuesFlow context to track queue traversal during conversation transfers. The array maintains chronological order and identifies the current target queue. Flows can use this to dynamically override skills based on the destination queue, enabling flexible, intent-based routing.

Custom Translation Update for Lara

The custom translation engine now supports the laratranslate.com domain to maintain compatibility with the updated Lara translation service. The system also normalizes the multi-utterance separator by converting

<>
to

<>

, ensuring translations are correctly parsed and mapped without affecting existing configurations.

Queue-Level Automatic Email Acknowledgments

Queues now support automatic email acknowledgments, configurable under Optional Settings for the Email channel. When enabled, the system sends confirmation emails after receiving a customer message, based on a configurable interval. Acknowledgments are triggered only when a new message arrives, and the interval has elapsed, preventing duplicates. The message editor supports rich text and HTML customization.

Analytics

Center-Wide Wallboard-Abandons

A new Center-Wide Wallboard-Abandons displays conversation-abandonment and queue-activity metrics across all queues. It opens in a new tab, uses a fixed layout, and refreshes every 30 seconds. The wallboard shows center-level and queue-level metrics-including Waiting, With Agent, Abandoned, Timed Out, ACR, Agents, Offered, Answered, Load, and Longest Wait-based on the selected filters.