March Release 2024

This March 2024 update introduces several quality-of-life enhancements and bug fixes across the platform.

SenseIQ Improvements

The SenseIQ typedown feature now displays up to 50 suggested articles instead of the previous limit of 5
Resolved an issue where suggestions failed to appear when users entered multiple keywords
Fixed visual glitches with article feedback buttons that were flickering in some circumstances

Amazon Connect CTI Updates

The Amazon Connect integration now leverages the “CS Unavailable” agent status (when configured) during breaks, distinguishing agents who are offline from those temporarily unavailable — such as those in the break dialog.

Dialpad Queue Visibility

Dialpad users benefit from improved group display functionality. The system now correctly shows all available groups across different category types: Department, Office, and Callcentre.

Post Complete Actions Fix

A critical bug affecting Post Complete Actions linked to campaigns within child screenpops was addressed. Previously, changing campaign settings (like email type) could inadvertently untick child screenpops in associated PCA conditions and actions.