Introduction Overview This release includes:
New Analyst metrics and Restricted Group Access enforcement V2 login page revamp Notification, chat, and analytics navigation improvements New features AI Agent Call Outcome Configuration Administrators configuring an AI Agent flow can now select which call outcomes the AI Agent can apply when a conversation ends, via a new "Call outcomes" step in the AI Agent configuration wizard. System-defined outcomes are always included by default, and admins can select up to 10 additional outcomes from a pre-defined list, giving supervisors and Analyst clearer, more consistent reporting on why calls ended the way they did.
DTMF Digit Capture for Engage AI Agents Engage AI Agents can now capture digit-based input, like reference numbers, account numbers, or CSAT and NPS ratings, directly from a caller's keypad (DTMF), instead of relying solely on speech recognition. The moment a keypress is detected, voice capture is disabled for that turn and only keypad digits are buffered, improving accuracy for non-English speakers, strong accents, and noisy environments. If no input is received or the input is invalid, the AI Agent re-prompts the caller and falls back to a transfer after repeated failures. Digit capture is supported on both SIP and WebSocket telephony transports.
Analyst – Early Drop-Off and Transfer Efficiency Metrics Analyst can now answer natural-language questions about early caller disengagement and transfer efficiency. Early Drop-off Rate and Average Time to Transfer are available as queryable metrics alongside existing voice data, with results matching the equivalent dashboard figures for the same filters and time windows.
Analyst – Restricted Group Access Enforcement Analyst now enforces GoContact’s Restricted Group Access controls. Supervisors and admins with Restricted Group Access see Analyst data and metrics only for agents within their own group; requests for agents outside that group are safely denied without leaking cross-group information.
Knowledge Base Upload Wizard – Review Setup The Knowledge Base document upload wizard now includes a third step: Review. This step lets all users check all uploaded documents and their configured metadata before submitting them. The Review step shows a read-only summary list, one row per uploaded file, with the file type icon, original file name, and assigned category in the same order as the previous steps. The list is scrollable and paginated for uploads of 11 or more files. No data is sent to the Knowledge Base until the user submits from this step. Users can go back to the Configure step to make corrections without losing their progress.
Enhancements V2 Login Page Revamp The login page has been modernized to align authentication screens with the GoContact V2 style while keeping core backend authentication logic intact. The revamp delivers responsive username and password sign-in with active session conflict handling, branded Single Sign-On buttons for Microsoft, Google, and custom SAML providers, the password recovery journey, updated credential notification email templates, and application release versioning.
Outbound Dialer – Exhausts All Available DDIs Before Falling Back When dialing outbound calls across predictive, power, preview, and manual campaigns, the dialer now iterates through all available and valid database and owner DDIs before falling back to a domain-level number. This preserves caller identity, ensures carrier prefix compliance, and enhances contactability on shared domains.
Enhanced Toast Notifications – Stacking, Grouping, and Dynamic Duration Platform toast notifications have been overhauled with visual grouping and stacking, showing up to three recent notifications with hover expansion and scrolling. Display durations now adapt dynamically based on message length, and positioning adjusts automatically below the top bar and CTI bar.
Notification Audio Cues Restored Legacy audio notification cues have been restored in the V2 experience for incoming chat messages, received break requests, and approved active breaks. To prevent disruption during customer calls, audio notifications are automatically muted whenever the user is on an active call.
Webchat – Unread Conversation Counter Badges Real-time unread conversation counter badges now appear directly on the top bar Webchat channel button, visible to non-ACD users.
Improved Chat Message Visibility for Limited-Access Users Incoming messages now automatically present the chat widget in a collapsed state with an unread badge when off-screen, ensuring limited-access users never miss new messages while strictly respecting profile permission boundaries.
Analytics Navigation – Renamed and Relocated "Reports & Analytics" has been renamed to "Advanced Analytics" and relocated under the "Classic" group within the Analytics side menu, making the navigation hierarchy clearer.
Idle Trigger Suppressed on Already-Closed Conversations The trigger engine now re-verifies the active state of a conversation when the "Contact is idle" timer elapses, automatically suppressing idle inactivity nudges across all channels if the conversation has already been closed.
Ticket Image Attachments – Inline Images Preserved Ticket image attachments have been reworked so that embedded signature and body images remain inline as originally authored, rather than appearing in the ticket attachment panel. This update maintains permanent data-deletion compliance.
API Performance Endpoint Improvements The Performance API has been updated. Tool endpoints can now be filtered by tool name, a new endpoint lists all available tool names for a flow, and a consolidated tool response breakdown that combines error type and status is now surfaced on both the per-call and summary tool endpoints alongside call volume, error rate, and average latency.
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