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Release Notes

RingCentral Contact Center Central | Fall 2023

Stay up to date with the latest features, improvements, and bug fixes for RingCentral Contact Center Central. For Contact Center User Hub Release Notes, please refer to this page.

Coming Soon in the Fall 2023 Release - Central

Cumulative Update 2

Cumulative Update 3

Minor Feature Release - December 2023

Cumulative Update 4

Cumulative Update 5

This page shows features currently planned for the Fall 2023 release. Features are subject to change between now and the final release dates. Users will be able to access these features, depending on their permissions and purchased applications, once their business unit has been updated.

The online help continues to reflect the previous version of the product being used by most customers.

How to Use This Page

Customer Request The feature was developed by customer request.
UI Change The feature introduces major user interface (UI) changes.
Availability

When you can expect to see the feature in your environment.

  • On toggle — This is a major release. The feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when that is.
  • On deploy — The feature is immediately available when the new release deploys to your environment.

Learn about the platform requirements and FedRAMP support status for the Contact Center apps you use.

ACD

Improvements to Omnichannel Session Handling Experience

Two updates will improve the Omnichannel Session Handling (OSH) experience: 

  • Delivery Mode Setting Changed: Currently, the business unit Details tab has a Contact Handling Method setting with options: Single Channel and Omnichannel. In this release, the two options will be called Static Delivery and Dynamic Delivery (Recommended). The field will still enable single-channel routing or omnichannel routing, but it will also enable other routing features:
  • Static Delivery:
    • Will usually deliver a single interaction per agent. The exception is when you set up multi-chat handling and email parking for your agents.
    • Will also support bullseye routing and a single routing attribute.
  • Dynamic Delivery (Recommended): 
    • Will allow independent delivery modes for agents and teams:
  • Single Contact Mode: Will deliver one interaction to an agent at a time. It is similar to Static Delivery.
  • Omnichannel Mode: Will deliver multiple interactions to an agent across different channels.
  • Will allow agents to elevate an interaction to another type. For example, they could elevate a chat to a phone call.
  • Will support bullseye routing and routing attributes.

Your current Contact Handling Method setting will automatically switch to the corresponding new setting. This will allow you to continue using your current single-channel handling or omnichannel handling experience without interruption.

 

These changes will be reflected in the online help. References to OSH will change to dynamic delivery.

  • No Logout Required to Switch to Dynamic Delivery: Currently, all agents must log out of Contact Center before you can change the Contact Handling Method to Omnichannel. In this release, you will be able to switch to Dynamic Delivery (formerly Omnichannel) while agents continue working without interruption.

Customer Request ✖ UI Change ✓ Availability On deploy

AgentID Property Removed from Agent Assist Studio Action

The AgentId property in the Agent Assist Studio action will be removed from the Properties list. The field will be hidden and the script will automatically populate it with the appropriate variable name. This change will reduce confusion over which variable to use.

 

This update is described in more detail in the Studio section of this page.

Customer Request ✖ UI Change ✓ Availability On deploy

ACD Channels

Trunk Group Specification for Manual Outbound ACD Skills

You will be able to select which trunk group a manual outbound ACD skill should use to deliver its call traffic. This will enable you to make the calling number visible to improve answer rates.

Customer Request ✓ UI Change ✓ Availability On deploy

Agent for Service Cloud Voice

These features will be available later in the release cycle, in late November or early December 2023.

Standard and Dynamic Address Book Support

Agent for Service Cloud Voice will support standard and dynamic address books in Contact Center. Using these address books will allow agents to access contact information within Agent for Service Cloud Voice.

Customer Request ✖ UI Change ✖ Availability On deploy

WatchRTC SDK Integration

When Integrated Softphone and Voice Quality Metrics are enabled for your business unit, you will be able to use the WatchRTC SDK in Agent for Service Cloud Voice. Using the WatchRTC SDK will give you an overview of WebRTC health for your organization.

Customer Request ✓
 UI Change ✖ Availability On deploy

Outcomes Added

Agents will be able to use the Outcomes section to apply dispositions and tags to their voice interactions.

  • Dispositions: Describe the outcome of the voice interaction. This could include left voicemail, scheduled follow-up, no longer in service, and so on. This will help keep other teams who handle the contact up to date on their voice interactions.
  • Tags: Words or short phrases used to associate the call with Salesforce records. This will help to organize your voice interactions and data.

Customer Request ✖ UI Change ✖ Availability On deploy

Voicemail Playback

Voicemail recordings and transcripts will be routable to agents. In the channel settings in Contact Center, you will be able to configure voicemail recordings and transcripts to be routed using a queue or an Omni-Channel flow. This will allow agents to follow up with contacts as needed.

Customer Request ✖ UI Change ✖ Availability On deploy

Screen Pop to Flow

You will be able to configure screen pops for agents using Agent for Service Cloud Voice. Screen pops will be configured in the Contact Center ACD Skills page. This will help the agents have access to information they can use to have a successful voice interaction.

Customer Request ✖ UI Change ✖ Availability On deploy

API

Permission Checks for POST /skills

Permission checks will be applied to older versions of the ACD skill creation API, POST /skills. This will bring versions 7, 9-13, and 18 up to current security standards. If you create ACD skills with this API, ensure that the security profile of the Contact Center user making the API calls has the Skills Create permission. The more recent versions, 19, 24, 27, and 28, already have permission checks.

Customer Request ✖ UI Change ✖ Availability On deploy

New Agent Queue Counter APIs

Two new APIs will let you get extensive information on the contacts in an agent's personal queue. For example, you will be able to get the media type, skill, and campaign the contact routed through. A personal queue is separate from a skill queue and exists for contacts routed directly to an agent. This occurs any time an agent is requested by agentID rather than by skill, such as during a transfer.

Customer Request ✖ UI Change ✖ Availability On deploy

CXone Attendant

Record Greetings Directly from App

Currently, users initiate a phone call to a selected phone number to record Unavailable, Out of Office, and After Hours greetings. In this release, users will be able to record greeting prompts directly within the app by launching an in-app recorder. Users can record Unavailable, Out of Office, and After Hours greetings directly within the browser and then play back the messages. This change will simplify the process of recording greetings and capturing voicemails.

Customer Request ✓
 UI Change ✓ Availability On deploy

Updated CXone Attendant User Page Layout

All voicemail-related settings will be consolidated under one area of Contact Center. A new Voicemail Management section will be introduced on both the Business Unit > CXone Attendant tab and the Users > CXone Attendant tab. This update will make it easier for users to identify and access CXone Attendant Plus (voicemail only) features, saving time and effort in configuration.

Customer Request ✖
 UI Change ✓ Availability On toggle

Workforce Management

Export Schedules via API

You will be able to export agent schedules using an API as an alternative to exporting using CSV files.

 

For more details about this feature, select the API filter on the top right.

Customer Request ✖ UI Change ✖ Availability On toggle

Schedule Recurring Meetings

You will be able to save time and effort when scheduling recurring meetings with employees. The recurrence will be daily or weekly.

 

This feature will be available for users with the WFM Advanced license.

Customer Request ✖
 UI Change ✓ Availability On toggle

User Interface Enhancements in Schedule Manager

The display and user experience of the Schedule Manager will be improved with faster performance.

Customer Request ✖
 UI Change ✓ Availability On toggle

Time-Range Bulk Editing

Managers will be able to bulk edit forecasted data based on time ranges in addition to bulk editing full days.

Customer Request ✖
 UI Change ✓ Availability On toggle

Auto-Approval of Trades

The system will automatically approve or decline trades based on the defined configuration. This will reduce the manual burden on the manager and provide immediate visibility of the trade request to the agents.

 

This feature will be available later in the Fall 2023 release cycle.

Customer Request ✖
 UI Change ✓ Availability On toggle

True-to-Interval Analytics

Currently, data is collected at the end of interactions. In this release, WFM will use true-to-interval (TTI) analytics to collect data throughout the lifespan of the interaction. There will be two measurements: one for the start of the interaction called Handled, and one for the ongoing interaction called Active.

 

As a result of using TTI:

  • Historical data will be collected more effectively.
  • Forecast data accuracy will be improved.
  • Staffing requirements will be more realistic.

This feature will be available later in the Fall 2023 release cycle, in November 2023.

Customer Request ✖
 UI Change ✓ Availability On toggle

Interaction Analytics

Apply Search Filters to Workspaces

Currently, you can create a saved search and view it on the Search page. In this release, you will be able to apply search filter results and saved searches to your workspaces. This will help you see the data you are looking for more quickly without needing to use workspace or widget filters.

Customer Request ✖
 UI Change ✓ Availability On deploy

Improvement to Brazilian Portuguese and German Transcripts

A new transformer technology will be used to improve the accuracy of transcripts for Brazilian Portuguese and German. This will make transcripts easier to read and understand.

Customer Request ✖
 UI Change ✖ Availability On deploy

MAX

Hide Agent State Timer

Currently, any agent using MAX can see how long other agents have been in their current state. In this release, you will be able to use the Hide Agent State Timer permission to hide the agent state timer from users with the affected security profile. This will allow flexibility to configure the business unit as needed for your organization.

Customer Request ✓
 UI Change ✓ Availability On toggle

Updated Error Message

Currently, agents receive an "Agent - Crash" message when they have been in an unavailable state for longer than the Agent Timeout (Min) configuration. In this release, the error message will be updated to say "Agent - Timeout". This will make the error reason clearer.

Customer Request ✓
 UI Change ✓ Availability On toggle

Security Enhancement

InnerHTML will be replaced with innerText in the MAX code base. InnerText is safer and will reduce the risk of unauthorized code execution within MAX.

Customer Request ✓ UI Change ✖ Availability On deploy

Require Manual Agent Accept

When this setting is enabled on an inbound ACD skill, agents who are on an active voice connection in MAX will have to manually click Accept or Reject for any incoming contacts. This will allow agents to have complete control over when or if they accept an incoming contact.

Customer Request ✓
 UI Change ✓ Availability On toggle

Adapters

Adapters

Improvements in Microsoft Teams Directory Sync and Presence Sync

Two updates will be made to improve Microsoft Teams Directory Sync and Presence Sync:

  • Mapping of Multiple CXone Accounts to a Microsoft Azure Account: Currently, you can map only one CXone account to a Microsoft Azure account in Microsoft Teams Directory Sync and Presence Sync. In this release, you will be able to map multiple CXone accounts to a Microsoft Azure account.
  • Email Alerts on Insufficient System Users for Presence Event Subscriptions: Currently, Contact Center administrators aren't alerted when presence event subscriptions cannot be synced due to insufficient system users. In this release, email notifications will be sent to the Contact Center administrator informing them there aren't enough system users to establish a presence event subscription. To correct the issue, they will need to add more users in the system.

These features will be available later in the Fall 2023 release cycle.

Customer Request ✓
 UI Change ✓ Availability On deploy

Support for More Agent States in RingCentral Presence Sync

Currently, only agents who are in the In a Call state are marked as Unavailable in RingCentral Presence Sync. In this release, the following states will also be marked as Unavailable:

  • DND
  • In a Meeting

With this improvement, contacts won't be routed to agents who are in these states.

 

This feature will be available later in the Fall 2023 release cycle.

Customer Request ✓
 UI Change ✓ Availability On deploy

Availability of Adapters on FedRamp Moderate Regions

Adapters will be available in FedRamp moderate regions. This will allow Adapters to be accessible to more users.

Customer Request ✖
 UI Change ✖ Availability On deploy

Zoom Adapters

Zoom Adapters will let you integrate Zoom with Directory Sync and Presence Sync.

Customer Request ✖
 UI Change ✖ Availability On deploy

Personal Connection

Ability to Add Templates and Variables to Proactive WhatsApp

You will be able to include templates and variables when sending messages to contacts on Proactive WhatsApp. This enhancement will increase the business value for WhatsApp and allow organizations to share personalized messages to their users.

Customer Request ✓ UI Change ✓ Availability On toggle

Create SMS and Email Templates in Arabic

You will be able to create SMS and email templates in Arabic, supporting both right-to-left (RTL) and left-to-right (LTR) text in email and SMS messages. This enhancement will offer greater language flexibility, allowing you to utilize outbound digital channels in regions where Arabic is spoken.

Customer Request ✖
 UI Change ✓ Availability On deploy

Ability to Create State Do Not Call Holidays in ACD​

You will be able to create do not call (DNC) holidays in the ACD. This feature will allow you to set specific curfews to avoid calls to certain regions on state holidays. This will address compliance issues where many states have statutes prohibiting such calls on declared holidays.

Customer Request ✓ UI Change ✓ Availability On deploy

Reporting and Dashboards

Data Download Reports

CDR Disposition Expanded Report

The CDR Disposition Expanded report will show information about the interactions that occurred in your system, including the contact, agent, skill, campaign, team, time, and disposition. In addition to all of the columns from the CDR Plus Disposition report, it will also show:

  • ActiveTalkTime
  • ConferenceTime
  • ContactEndReason
  • ContactType
  • End_Time
  • InboundPending
  • NumberToDial
  • OutboundPending
  • PreviewTime
  • Refused
  • WaitTime

Customer Request ✖
 UI Change ✖ Availability On deploy

Agent State Log Expanded Report

The Agent State Log Expanded report will show the states each agent was in for the time period you select. In addition to the columns from the Agent State Log report, it will also show:

  • State
  • Duration in Seconds

This report will let you see agents' states in one view.

Customer Request ✖
 UI Change ✖ Availability On deploy

All Callbacks Expanded Report

The All Callbacks Expanded report will show all scheduled callbacks and commitments for the time period you select. In addition to the columns from the All Callbacks report, it will also show:

  • Skill_Name
  • Calledback
  • Agent_No
  • Agent_Name
  • Contact ID
  • ANI

Customer Request ✖
 UI Change ✖ Availability On deploy

CXone SmartAssist Powered by Amelia

Amelia Updating to Version 5.7.x

SmartAssist will be updated to support Amelia version 5.7.x.

 

This update will be available later in the Fall 2023 release cycle.

Customer Request ✖
 UI Change ✖ Availability On toggle

Studio

Set Global Trace Location Option in Debug Menu

The Set Global Trace Location option in the Debug menu in Studio will be removed.

Customer Request ✖
 UI Change ✓ Availability On deploy

Virtual Agent Hub

SmartAssist Updating to Amelia Version 5.7.x

SmartAssist will be updated to support Amelia version 5.7.x.

 

This update will be available later in the Fall 2023 release cycle.

Customer Request ✖ UI Change ✖ Availability On toggle

Support for IBM Watson Voice and Text Virtual Agents

You will be able to use IBM Watson voice and text virtual agents with Contact Center. IBM voice virtual agents will require a SIP backchannel implementation and will not be able to be set up through Virtual Agent Hub. Text virtual agents will be able to be set up through Virtual Agent Hub.This will expand the options of virtual agent providers you can use in your contact center.

Customer Request ✖
 UI Change ✓ Availability On deploy

Support for Omilia Voice Virtual Agents

You will be able to use Omilia voice virtual agents with Contact Center. These virtual agents will require a SIP backchannel implementation and will not be able to be set up through Virtual Agent Hub. This will expand the options of virtual agent providers you can use in your contact center.

Customer Request ✖
 UI Change ✓ Availability On deploy

Release Adjustments

These features are adjustments to those previously announced.

Features Added to This Release

To see the following features in detail, go to feature section.

Workforce Management

True-to-Interval Analytics

Studio

Set Global Trace Location Option in Debug Menu

Cumulative Update 2

These are the bugs and known issues that are fixed on this update.

ACD

  • In some systems, transferred calls became stuck.
  • Users couldn't access hours of operation profiles if its expiration date was earlier than the current date. 
  • Users couldn't save changes made to the workflow data edit page. 

Developer Portal

  • For some clusters, running Admin API > General > DELETE /files on the developer portal failed with a Failed to fetch error.

MAX

  • When an agent entered text in an email reply while in the ACW state, the drafted reply was deleted when the ACW state timed out.

Personal Connection

  • In systems where predictive dialing was disabled, users couldn't update the Consecutive Attempts without a Live Connect field for dialer skills where the dialing ratio was 1.
  • In certain system configurations, dialer calls were automatically dispositioned as Answering Machine Left Message instead of routing to an agent.
  • Changes to call suppression settings didn't appear in the audit history for a dialer skill.
  • In some systems, the agentless dialer would reach a contact and fail to play a message. When this happened, it assigned an error disposition to the call. 

Platform

  • Rarely, users in a system lost access to many applications and pages in CXone.

Reporting

  • The Contact Details report didn't play chat recordings. Instead, it returned error 8202.
  • Sometimes the data extraction tool from a data download report would fail with a timeout error.
  • When agents applied tags to email contacts in MAX, some of those tags didn't appear in the Contact Details report. 

Studio

  • Users on the beta cluster couldn't open Studio scripts they had updated in the Fall 2023 version. 
  • The GRYPHON DNC V2 action didn't send optional variables like zip code and campaign name.
  • In some systems, the RUNAPP action produced an "Object reference not set to an instance of an object" error.

Cumulative Update 3

These are the bugs and known issues that are fixed on this update.

New Feature

This cumulative update introduces the following feature:

  • Update Requires All Studio Users to Clear Studio Cache

ACD

  • Email contacts sometimes generated recordings that were several hours long. 
  • Interactions where the contact hung up in the IVR sometimes produced recordings that were several hours long. 
  • ACD skill profiles sometimes showed that edits were made by "not applicable". 
  • Users couldn't open ACD Skills unless they had the Hours of Operation View permission enabled. 
  • Editing the Workflow Data settings returned the error "The remote server returned an error: (400) Bad Request." 
  • Agents sometimes received a busy error when they transferred a contact to another skill. 

MAX

  • Contacts were sometimes routed to agents through a skill that the agent was no longer assigned to. 
  • In preview dialing, the Accept button didn't work.

Platform

  • Users couldn't log in to Contact Center with Federated Identity.

Reporting

  • For custom reports that included callback requests, transferred calls were associated with the original contact ID of the interaction, not the contact ID assigned to the interaction after the transfer.

Studio

  • In scripts that sent an email with a voicemail recording as an attachment, the email would sometimes send before the attachment was ready.
  • In some systems, saving a Studio script took several seconds to complete.
  • The Studio debugger sometimes returned the error "Could not load file or assembly." 
  • Studio would download an old version of Cefsharp instead of the latest. 

Minor Feature Release - December 2023

This page has been updated to show the products and features in the December 2023 Minor release of Contact Center. Features are subject to change between now and final deployment.

Learn about the regional and FedRAMP availability of the Contact Center apps you use.

Agent for Salesforce

See the Agent for Salesforce release history for a list of previous versions.

WatchRTC SDK Integration

The WatchRTC SDK has been integrated with Agent for Salesforce. It provides an overview of WebRTC health for your organization. It automatically collects application and user data for you to analyze. Integrated Softphone and Voice Quality Metrics must be enabled in your system before you can use it. You can access WatchRTC reports and features through a separate URL. For more information, reach out to your Contact Center Account Representative.

Customer Request ✓
 UI Change ✖ Availability On deploy

Agent for SCV

Real-Time Sentiment Analysis

Service Cloud Voice now supports real-time sentiment analysis of call conversations. Agents and supervisors can now view turn-by-turn sentiment. They also have access to call recordings from previous conversations.

This feature will allow supervisors to do the following:

  • Identify positive or negative experiences between agents and contacts.
  • Listen to recorded call segments.
  • Improve agent training based on the sentiment analysis.

This feature is only available for Salesforce organizations in North America.

Customer Request ✓
 UI Change ✖ Availability On deploy

DEVone Integrations

Frontline

Frontline Agent Client for Kustomer

You can embed the Frontline Agent Client (FAC) into the Kustomer CRM. This lets agents handle conversations from one screen all within the CRM. FAC is powered by Contact Center infrastructure and integrates with the functionality of Kustomer. For example, new interactions automatically create conversations in Kustomer. FAC for Kustomer supports the following features:

  • Contact Center voice calls automatically create and record a new conversation in Kustomer
  • Call transfers automatically transfer the conversation to the next agent
  • Call logging and screenpops while the call is waiting to be answered by the agent

Contact Frontline Support for more information on improving your system security with this service.

Customer Request ✖ UI Change ✖ Availability On toggle

API Signature Service

The API signature service is an API that lets you enhance your security with the following features:

  • Create JSON Web Tokens (JWT)
  • Support for RSA signatures
  • Support for RSA and AES encryption and decryption
  • Support for hash and HMAC hash
  • Using certificates for the above features

Customer Request ✖ UI Change ✖ Availability On deploy

Omilia

Credit Card Payments miniApp

Omilia can securely take credit card payments with a new embedded miniApp. This allows contacts to make payments in your Omilia VoiceBot IVR without waiting to speak with an agent. The miniApp is an add-on for Omilia VoiceBots, which helps avoid a complex setup process. For example, it handles all requirements to be compliant with PCI security standards. Contact Omilia Support for more information on processing payments with this miniApp.

Customer Request ✖ UI Change ✖ Availability On deploy

Feedback Management

These features will be available later in the release cycle, in January 2024.

Added Survey Substatuses

Two new substatuses help you monitor IVR engagement. They can help you determine why contacts didn't take a survey they agreed to take while waiting in a call queue.

  • Skipped: No Warm Transfer to Survey: The agent failed to connect the contact to the survey. This substatus appears in the invitation charts and the Invitations and Responses page.

Customer Request ✓
 UI Change ✓ Availability On deploy

  • Not Sent: Hung Up in Queue: The contact hung up after agreeing to take the survey but before being connected with an agent. The Survey Invitation Detail chart shows the real-time count of contacts who meet the described criteria. Feedback Management doesn't report additional information about the contacts, and their contact records aren't available anywhere in Feedback Management. This feature is only available for customers migrating from ECHO to Feedback Management.

Customer Request ✓
 UI Change ✓ Availability On toggle

Undo and Redo Buttons in Text Editors

In text editors throughout Feedback Management, undo and redo buttons are now available. These allow you to undo your most recent action in the text editor and to redo an action you just undid.

This feature isn't available on the Web Intercept page.

Customer Request ✖
 UI Change ✓ Availability On deploy

Speech-to-Text Language Improvements

For organizations using Elevate AI for Speech-to-Text (STT) transcriptions for survey comments, transcriptions are now available for Japanese.

Customer Request ✓ UI Change ✓ Availability On toggle

Updated Academy Page

In the last release, the new VOC Basics course information was added to replace the Net Promoter Masterclass: Program Leadership Masterclass course. On 10 December, the Academy page will reflect this. Click the new container to navigate to the course in Dojo.

In addition, the following obsolete courses have been removed:

  • Introduction to NPS
  • NPS Economics
  • NPS Training

Customer Request ✖ UI Change ✓ Availability On deploy

Reporting and Dashboards

Improved Security for Direct Data Access

Previously, you could only use a username and password to log in to Direct Data Access. In this release, Direct Data Access supports a new authentication method. You can use an access key and a secret key for your login credentials. Eventually, you will only use these keys instead of a username and password. This enhances security and helps protect your information.

Customer Request ✖
 UI Change ✖ Availability On deploy

Release Adjustments

The Release Adjustments section describes the changes, removals, and additions made in the feature descriptions since the initial coming soon announcement for the December 2023 Minor release.

Features Removed from This Release

This section describes product changes that were included in the initial coming soon announcement and have since been removed from this release. These will not be part of the December 2023 Minor release but may be part of a future release.

Agent for Service Cloud Voice

Noise Cancellation

Currently, background noise lowers the call quality between agent and contact. In this release, a noise block library will be integrated. This will improve voice quality by eliminating environment noise from both agent and contact.

Features Added to This Release

This section notes product changes that have been added to this release since the initial coming soon announcement. To see the following features in detail, select the product in the filter on the right.

DEVone Integrations

  • Credit Card Payments miniApp

Feedback Management

  • Speech-to-Text Language Improvements
  • Updated Academy Page

Cumulative Update 4

These are the bugs and known issues that are fixed on this update.

ACD

  • When an agent using a work item skill that required a disposition transferred a work item to a skill that didn't require a disposition, the work item stayed with the original agent and wouldn't transfer. 
  • When a user's name included Japanese characters, the ACD screen didn't display correctly. 
  • When an agent script became stuck, calls wouldn't route to available agents. 
  • In some systems, contacts became stuck and weren't routed to agents.

Studio

  • When SNIPPET actions contained a RestProxy object that accessed urlencode, an error was returned.

Cumulative Update 5

These are the bugs and known issues that are fixed on this update.

ACD

  • Hours of operation frequently threw exceptions when the browser was set to a language other than English.
  • In some dynamic delivery routing environments, agents would set their state to Available and immediately have it change to Unavailable - Refused.
  • When an invalid contact was routed, the assigned agent was automatically placed in a Refused state.
  • Interactions where the contact hung up in the IVR sometimes produced recordings that were several hours long.
  • The Workflow Data page sometimes showed a "rate exceeded" error that resulted in users not being able to make updates to Workflow Data.
  • Workflow Data pages sometimes returned a "bad request" error when users tried to make updates.
  • When a user's name included Japanese characters, the ACD screen didn't display correctly.

API

  • In v27, GET/agents/state-history took a long time to execute and sometimes timed out.

Reporting

  • In report schedules, sometimes the schedule recurrence settings weren't saved correctly.
  • In the Abandon Rate Compliance report, the Answered column always showed a value of 0.

Studio

  • In some linked script scenarios, the child script didn't return to the parent script.
  • REST API ACTION took the error branch while executing any REST API endpoint URL.
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