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Version 5.25.1 Release Notes

This release includes Real-time Agent Assist feature. When using a streaming speech to text engine, such as Google Streaming STT or Watson STT, organizations can enable agents to see the transcripts of their voice conversations in real time and to see the rich text suggestions generated by the bot configured by management, thus improving training and increasing productivity.

Notices

Recommended Browsers
  • Google Chrome 107.0 and later for Windows OS
  • Microsoft Edge 13 and later
  • Mozilla Firefox 94 and later
  • Safari 15.1 and later for Mac OS X
Recommended Operating Systems
  • Windows 8.1, Windows 10, or Windows 11
  • Mac OS X 10.15 (Catalina)
  • Chrome OS (support via auto update)
  • Ubuntu 20.04

For the complete list of Agent Desktop system requirements, see System Requirements

Changes in System Behavior

None.

Added/Updated Features

Real-time Agent Assist

When using a streaming speech to text engine, such as Google Streaming STT or Watson STT, organizations can enable agents to see the transcripts of their voice conversations in real time and to see the rich text suggestions generated by the bot configured by management, thus improving training and increasing productivity.

  • Voice call real-time transcript display in Agent Desktop
  • Real-time suggestions display in Agent Desktop, based on bot output as a result of customer-agent conversation content
    • An option to pop-up the links contained in suggestions automatically, inside Agent Desktop or as pop-ups

MS Dynamics Customer Service Workspace (CIF 2.0) Support

Agent Desktop Universal Repeater widget integration is now available for MS Dynamics Channel Integration Framework CIF 2.0 and Customer Service workspace for MS Dynamics Enterprise customers. The main benefit of using CIF2.0 is having multiple MS Dynamics items on the screen, in session tabs each related to an interaction.

Custom fields in exported recording file names

Custom fields $(custom1) through $(custom25) are now supported in the file name template when exporting files to FTP/SFTP/S3. For more information about using custom fields, see the Destination section of Services and Campaigns Results Tab

Known Issues

There are no known issues in this release.

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