Version 5.31.0 Release Notes
Changes in System Behavior
The MSSQL Driver suporting database connections from the DB Execute workflow block and scenario block has been upgraded to version 12.6. Consequently:
- Connections to MSSQL Server 2012 and earlier versions are no longer supported by these blocks. Note that MSSQL Server 2012 reached its End of Life (EOL) in July 2022.
- These blocks now offer support for connections to MSSQL Server versions 2022, 2019, and 2017.
For more details, refer to the Microsoft JDBC Driver for SQL Server support matrix.
Added/Updated Features
Multi-Factor Authentication (MFA)
MFA has long been available to our customers using single sign-on with identity providers such as Azure Entra and Google Apps. Now MFA is available for native authentication, including when used in combination with SSO (bypass-sso mode).
Make your contact center's built-in login more secure by activating Multi-Factor Authentication (MFA). This gives you another option for secondary protection in addition to IP address restrictions.
When enabled, MFA adds an additional layer of protection by requiring users to verify their identity using a code sent to their email address or a Time-based One-Time Password (TOTP) from an RFC 6238-compliant authentication app.
- Key Features
- Role-based control lets you apply MFA requirements to all users or specific roles.
- Allow users to bypass MFA on trusted devices for a configurable duration.
- Customize MFA email messages to match your branding.
- Choose whether to allow users to authenticate using email codes, authenticator apps (TOTP), or both.
- Configure grace periods for initial TOTP setup and after administrative resets.
Contact your service provider to enable access to MFA configuration options in your administration application.
More flexibility when using Omni-Channel Routing
This release introduces custom profiles and per-media concurrency limits to the Omni-Channel Routing settings.
Custom Routing Profiles
Custom Routing Profiles give you significantly more control over how interactions are routed and how agent capacity is managed. You can now set routing behavior by service, scenario entry, and within scenarios (using the Find Agent scenario block) to implement complex routing logic. For example:
- Define unique routing behaviors for different services (e.g., set distinct capacity rules for non-interruptible tasks).
- Ensure agent availability for interactions from certain scenario entries (e.g., allow inbound voice calls to interrupt emails).
- Implement specific capacity rules via scenario logic (e.g., route certain inbound calls to agents on outbound preview calls).
Set Maximum Concurrent Interactions for Each Media Type
You can now reserve agent capacity for any interaction type using the Max Per Agent limit. You can define limits to both the global Omni-Channel Routing settings (e.g., limit on the number of concurrent emails that can be routed to agents) and specific Custom Routing Profiles (e.g., set a limit only for tasks from a certain scenario entry), preventing saturation with one interaction type and keeping agents available for others. For example, you could limit agents to 3 simultaneous emails, ensuring that agents have some free capacity to handle important calls.
Set Default Service, Priority, and Requested Skills with Task Scenario Entries
Previously, the Queue Task API method was the only way to set priority or service when queuing tasks, and there was no way to set skill thresholds for agents to receive tasks via the Push distribution method.
The introduction of Task Scenario Entries means you can now use the administrator portal to set the default service and priority applied to tasks queued via the API, and optionally configure the minimum agent skill levels required to receive these tasks.
To use a Task Scenario Entry, pass its Unique Identifier to the new taskLaunchPointId parameter when queuing tasks via the API. The service, priority, and requested skills defined for the scenario entry will be applied to every task queued using the identifier. Any modifications to the scenario entry (such as changing the service or adjusting the priority) will only apply to tasks queued after the modifications are saved.
Team-specific Not Ready Reasons
Configuration for agent Not Ready reasons has been moved from General Settings to its own dedicated page, Custom Not Ready Reasons.
This update introduces team-specific Not Ready reasons, which allow you to define reasons that are only visible and selectable by agents belonging to designated teams. Agents will now see a combined list containing all system-wide reasons along with any reasons specific to their team.
Deliver Context-Appropriate Screen Pops with Tasks
You can now associate multiple screen pop definitions (typically a CRM screen pop object and its corresponding web screen pop) with a single task. If the agent accepts the task within an integrated CRM widget, the screen pop opens directly in the CRM interface. Alternatively, accepting the same task in the Agent Desktop will open the web screen pop in the browser.
Tasks can also be configured with multiple web screen pops, each of which will open if the task is accepted in the Agent Desktop.
Multiple screen pops are defined with the screenpopData parameter in the Queue Task Method of the BPCC Task Routing API. Integrations that use the screenpop parameter to define a single screen pop per task will continue to function normally.
WhatsApp Interactive Directives
This release allows you to send WhatsApp Interactive Messages directly from scenarios using the Send Message+ block. These message types offer richer ways to interact and are a cost-effective communication method within the 24-hour customer service window following a user's message. Newly available message types include:
- List Messages
- Reply Buttons
- Call-to-Action URL Buttons
- Single and Multi-Product Messages
- Catalog Messages
- Location Request Messages
- Flows Messages
- Address Messages (Note: Geographic restrictions apply)
Similar to template messages, an ID is generated when an interactive message is sent, allowing you to accurately track which message a user is responding to in subsequent scenario logic.
Disposition Selector in Agent Desktop is Now Searchable
We made finding the right disposition easier for agents, even from among dozens or hundreds of options. The disposition selector now includes a search bar, so an agent can type the name of a disposition to find it quickly. Keyboard navigation remains the same; the selector can be opened with a hotkey (F6 by default), the list can still be navigated with the arrow keys, and hitting 'Enter' will apply the highlighted disposition.
Find and Mask Sensitive Data from Voice Transcripts
With the introduction of batch/historical speech transcription service from Bright Pattern, sensitive data, such as credit card numbers, detected within voice transcripts can now be automatically masked, similar to the existing capability for chat and email. This expands the set of tools available for you to improve security and compliance by redacting sensitive information before the transcript is stored in the system (e.g., activity history, interaction records) or processed by external services (e.g., AI, NLU, bots).
This is particularly relevant for analyzing historical recordings for Quality Management purposes and for automated IVR payment collection scenarios.
A new configuration section, "Mask sensitive data in voice transcripts," has been added under Security settings. This allows administrators to define specific regular expression patterns tailored to the nuances of spoken language, separate from the patterns used for text-based channels like chat and email. Masking patterns are applied sequentially in the order they are configured. Default patterns targeting common credit card formats in speech are suggested upon setup.