BPCC 5.34.1 Release Notes
Changes in System Behavior
Added/Updated Features
Support for Bearer Token and OAuth Authentication in Fetch URL Blocks
The Fetch URL block in scenarios and workflows now supports authentication using Bearer Tokens (API Keys) and OAuth 2.0 Client Credentials. This change allows integration with a broader range of APIs and web services.
Authentication credentials (such as username/password, OAuth, or bearer token) are now reusable across different blocks, scenarios, and workflows. These methods are saved Web Client Credentials integration account. Once an account is created, it can be selected from the new Authentication dropdown within any Fetch URL block, making the credential reusable across multiple scenarios. This also improves security, as credentials are not stored within the scenario definition.
Guide Agents with Real-Time Checklists
Provide agents with relevant, real-time guidance during live interactions. Checklists leverage Intents from the Intelligence Engine to manage action items for agents based on the content of the interaction. As an agent processes an interaction, if an intent associated with a checklist item is detected, the item is automatically marked as complete and this activity is logged for use in adherence reports.
Checklist activity is used to calculate an agent's adherence score. You can assign weights to checklist items based on their importance, and group them into areas for more detailed reporting. This allows you to track adherence for specific parts of the script and for the interaction as a whole. Any items hidden by conditional logic are automatically excluded from the score calculation.
Real-Time Checklists are first configured in the Intelligence Engine, and can be added to an Activity Form.
Dynamic Agent Scripts with Conditional Sections in Activity Forms
The new Conditional Section helps you create flexible forms that adapt to the context of an interaction. This control contains two configurable sections: a Then section and an Else section. You define a logical condition that determines which section is displayed. Both sections can contain standard controls, Real-Time Checklists, or other nested Conditional Sections.
Faster Text-to-Speech Responses with Streaming Google TTS
You can now configure integration accounts for Google's Streaming Text-to-Speech (TTS) service. This is now the recommended option for real-time voice playback applications, such as the AI Agent or Play - Listen blocks. Using streaming TTS can reduce the time callers wait for responses from your scenarios.
This integration starts playing voice responses as soon as the first part of the text is converted to speech. In contrast, other TTS integrations must first convert the entire text to an audio file before playback can begin, which typically results in a noticeable delay.
To configure an account, navigate to Integration Accounts and create a new Text to Speech Integration account of the Google Streaming Text-to-Speech type. Configuration requires uploading the JSON key file from your Google Cloud service account. After a successful connection test, you can load the available high-definition voices for use in your scenarios.
Note that Google only supports streaming for the latest Chirp 3: HD voices.