16th July 2025

UI updates for the new Agent Messenger widget (Agent Copilot)

Chrome and Edge browsers

• A number of UI updates to progress release of the new Agent Messenger widget, branded Agent Copilot.

10th July 2025

Bug fixes and further UI updates for the new Agent Messenger widget (AX Copilot)

Chrome and Edge browsers

• A number of UI updates to progress release of the new Agent Messenger widget, branded AX Copilot.
• Fix for Agent Copilot to dismiss any Agent Readiness toast alerts if the readiness call is in progress.

19 Jun 2025

UI updates for the new Agent Messenger widget (AX Copilot)

Chrome and Edge browsers

• A number of UI updates to progress release of the new Agent Messenger widget, branded AX Copilot.

17 Jun 2025

UI updates for the new Agent Messenger widget (AX Copilot)

Chrome and Edge browsers

• A number of UI updates to progress release of the new Agent Messenger widget, branded AX Copilot.
• Small update to the Agent Readiness Test logic to ensure agent scores and audio performance measures are captured.

03 Jun 2025

For Amazon Connect agents - Ignore network performance statistics when callers are placed on Hold

Chrome and Edge browsers

• Agent Messenger has been updated to ignore network performance measures when the agent has placed the caller on hold, as in this state the 'you are on hold' announcement source introduces network latency. The WebRTC softphone is not actively transmitting or receiving customer audio at this time, hence any MOS collected at this point would not reflect the actual customer experience, however this does impact the average and worst case (min) network performance scores for calls.

29th May 2025

Chrome and Edge browsers

Agent messenger v2 capability

• Enables updated Agent Messenger (v2) user interface
• Enables selected agent deployment of agent messenger

28th April 2025

Chrome and Edge browsers

Enhancements to Agent Test sequence and Messenger 2.0

• Agent Test sequence updated to ensure Agent response and call quality metrics are passed to the Dashboard.
• Update to the messenger widget in preparation for Messenger 2.0

16th April 2025

Chrome and Edge browsers

Support for Amazon Connect screen recording telemetry

• Event details for Amazon Connect Screen Recording capability now captured as telemetry data.

15th April 2025

Chrome and Edge browsers

Resolved Heartbeat reference Audio file play

• CCP Mute function change prevented the Heartbeat Agent reference audio file from being played, this version resolves the issue.

11th- April-2025

Chrome and Edge browsers

Improved Agent Readiness Test

• Reduce the time taken to complete the Agent Readiness Test process.