Fixed: The following issues were addressed in this release:
The following issues were addressed in this release:
• Fixed an issue where outbound calls were incorrectly prompting for customer satisfaction (CSAT) feedback when a menu was assigned. • Fixed an issue where the French Canadian translation for "wrap-up" was inconsistent between the chat adapter and notes panel. • Fixed an issue where filtering agents by Team on the Agents tab resulted in significant delays. • Fixed an issue where users were unable to download reports from the virtual agent dashboard and chat history if the requested date range exceeded the storage retention period. • Fixed an issue where SMS, WhatsApp, and AMB queues that were copied from Web or IVR channels incorrectly inherited transfer restrictions, preventing agents from transferring chats. • Fixed an issue where users were unable to upload a key when adding or editing a redaction platform under developer settings. • Fixed an issue where call recording links were not being pushed to HubSpot cases as expected. • Fixed an issue where agents intermittently failed to connect to incoming calls and were immediately disconnected, causing calls to requeue or drop unexpectedly. • Fixed an issue where chat and call queues appeared unavailable for transfers when destination agents reached maximum capacity or were in an unavailable status. • Fixed an issue where toggling the Whisper Announcement or Countdown settings in Automatic Redirection would unintentionally disable the Customize Greetings Announcement option. • Fixed an issue where callback selections made after a virtual agent handover were not accurately reflected in downloadable reports. • Fixed an issue where the Available filter didn't display agents that were available to receive a transfer. • Fixed an issue with Alvaria Workforce integrations where files were rejected due to a random suffix added to the RECORDKEY value. • Fixed an issue where two end-users could be connected simultaneously to a single agent during campaign calls. • Fixed an issue where the inactive chat dismissal timer did not reset after a conversation was escalated from a virtual agent to a live agent queue. • Fixed an issue where transcript metadata files were sometimes stored in the folder for the following day instead of matching the transcript file date, ensuring all metadata and transcript files are now consistently organized by the correct chat end date. • Fixed an issue where agents appeared available but were unable to receive or be re-offered calls due to repeated WebSocket presence updates and connection expirations. • Fixed an issue where Direct Access Points configured with SIP URIs containing spaces or non-standard formats failed to route calls correctly. • Fixed an issue where the Agents tab filter in the UJET Portal displayed "All undefined" and was unclickable, preventing manual agent selection. • Fixed an issue where managers could access queue reports requested by other managers, even if they were not involved in the relevant queues. • Fixed an issue where searching by Location on the Users & Teams page could return agents who no longer matched the search criteria. Search results now accurately reflect current agent locations. • Fixed an issue where users did not see a message indicating that no time slots were available when selecting a queue with no available time slots. • Fixed an issue where the fetch time slots endpoint incorrectly included non-working days when calculating available future time slots. • Fixed an issue where call recordings failed to convert from MP3 to WAV, preventing playback in Call Quality Assurance tools that require WAV format. • Fixed an issue where, after a warm call transfer, if Agent 1 left the call and Agent 2 resumed the conversation, there was no audio between Agent 2 and the end user. • Fixed a 500 Internal Server Error that occurred when administrators tried to add a new language (for example, Danish) under the "Languages and Message" settings. This error prevented the language from being added to the list. • Fixed an issue where the chat widget landmark was missing an accessible label. The chat widget now includes an aria-label matching the chat button label. • We have updated the session metadata to provide a strict distinction between Escalations and Transfers. This ensures that reporting accurately reflects the business context of how a session moves between resources. The session metadata will now categorize these events as follows:
Escalation: Recorded only when a Virtual Agent transfers a session to a Human Agent. • Transfer: Recorded for all other routing scenarios, including:
Human Agent > Human Agent • Virtual Agent > Virtual Agent (Support or Task) • Human Agent > Virtual Agent
Fixed an issue where updating a contact's mobile phone number during an interaction would incorrectly overwrite the existing phone number field.
Fixed an issue where chats that ended due to end user timeout or disconnection were incorrectly shown as "undefined" in the Interaction Outcome column of platform reports.
Fixed an issue in WFM data where the handle count was showing incorrect information if a chat spanned multiple intervals.
Fixed a data discrepancy in NICE WFM interval reports where chat metrics (specifically ContactsReceived and HandledLong) were incorrectly showing activity during time intervals where no chats actually occurred.
Fixed an issue where calls transferred using warm transfer to another queue were incorrectly deflected due to overcapacity, resulting in a cold transfer instead.
Fixed an issue where agents with multiple custom roles were incorrectly prevented from changing to certain statuses due to role restriction logic.
Fixed an issue where changing the "Custom After Hours Deflection" setting in queue configuration would incorrectly reset wrap up settings from "Queue" to "Global."
Fixed an issue where users with custom roles and correct permissions for Queues were unable to add teams.
Fixed an issue where the right-side columns on the outbound phone numbers page were not visible and could not be accessed when the browser window was too small.
Fixed a web SDK issue where the chat modal on Android Chrome was not recognized by screen readers due to a missing dialog role.
Fixed a web SDK issue where elements behind the Text size menu overlay were focusable, ensuring that keyboard focus now remains on the Text size menu until it is dismissed by the user.
Fixed a web SDK issue where the "Request a call" option in the chat widget was not accessible to screen reader or keyboard-only users.
Fixed an issue where agents were incorrectly presented with a manual "Answer" button and placed in "Missed Call" status after a single missed Deltacast, even when auto answer was enabled.
Fixed an issue where transferring a direct outbound call to a queue could fail with a "Not Found" error, even when the target menu and agents were available.
Fixed an issue where the disposition list was not displaying in the configured custom order and instead appeared alphabetically in both Agent Desktop and standard Agent Adapter.
Fixed an issue where the user inactivity timeout setting did not consistently log out users as configured.
Fixed an issue where queue channels and menu options would intermittently disappear or fail to load correctly due to delays in feature flag initialization.
Fixed an issue where adding multiple agents to a team would fail if any selected user was already a member, resulting in a vague error and no agents being added.
Fixed an issue in Progressive Campaigns where agents were intermittently connected to two outbound call targets simultaneously. This occurred when a dial attempt terminated immediately but failed to detach from the conference bridge before the next attempt connected.
Fixed an issue where deleting a queue that was the target of an automatic redirection could cause transfer options to fail to load for agents.
Fixed an issue where adding multiple agents to a team would fail if any selected user was already a member, resulting in a vague error and no agents being added.
Fixed the following issues that occurred with dual-channel and segmented call recordings:
• Calls escalated from virtual agents weren't being recorded properly. • Recordings of conversations with transferred agents were missing.
Fixed an issue where chats escalated from a virtual agent to a human agent queue were incorrectly set to auto answer.
Fixed an issue where the call recording warning message didn't play for callbacks initiated by virtual agent escalation when the destination queue exceeded capacity.
Fixed an issue where search results in the Directory tab of the Transfer/Add party screen in the call adapter persisted after closing and reopening the screen.
Fixed an issue where the call adapter displayed an error when the Call button was clicked.
Fixed an issue where uploading an automatic-redirection audio recording in one IVR queue caused the recording to incorrectly appear in a different IVR queue.
Fixed an issue where custom agent statuses restricted to specific roles weren't visible to users assigned those roles.
Fixed an issue where contacts added to an outbound campaign using the /outbound_dialer/campaigns/CAMPAIGN_ID/contacts endpoint weren't dialed.
Fixed an issue where users who authenticated with Single Sign-On (SSO) couldn't update their profiles due to an invalid password error.
Fixed an issue where the queue list on the Settings > Queues page didn't load for instances with a large number of queues.
Fixed an issue where the interaction history in the agent adapter incorrectly displayed as empty.
Fixed an issue where Salesforce account lookup settings couldn't be saved when selecting the Person Account object and record types.
Fixed an issue in the chat adapter where the Previous Interactions summary displayed duplicate section headings (Customer Satisfaction and Action) and an incorrect section heading (Label).
Fixed an issue where team managers couldn't download agent reports when selecting the All Agents filter.
Fixed an issue where the system didn't record the failure reason when a virtual agent tried to escalate a chat to a human agent outside of operating hours.
Fixed an issue where using the Bulk User Management tool to deactivate users failed.
Fixed an issue where the Monitoring Chat screen displayed chats incorrectly, with misaligned chat bubbles, incorrectly formatted bullets, and missing sender names and timestamps.
Fixed an issue where the Directory screen in the call adapter appeared empty when an agent tried to start an internal call transfer to another agent.
Fixed an issue where agent prioritization for deltacast selection was incorrect.
Fixed a web SDK issue where underscores in text (for example, in email addresses like user_name@example.com) were incorrectly removed in messages to end-users.
Fixed a web SDK issue for iOS users where the Yes and No buttons in the survey request at the end of a chat were hidden.