16-Jul-2024

Chrome and Edge browsers

Improved silent call tagging

• Improvements to Call On Silence detection. Now triggers when 95% of all samples are silent, (<300 in audio energy, over a 30s duration). This helps reduce false-positive detections of silence on the customer and agent side.

11-July-2024

Chrome and Edge browsers

Collection enhancements

• Improved inbound and outbound MOS collection.
• Bug fix for VPN Agent IP data collection

30-May-2024

Chrome and Edge browsers

Improved load timing

• Change to extend the wait for JS to finish loading before attempting to initialise.

16-May-2024

Chrome and Edge browsers

Improved data collection and insights

• Call ended on silence insight tagging added

08-May-2024

Chrome and Edge browsers

Client collector improvements

• Improve softphone logging capture

07-May-2024

Chrome and Edge browsers

Client collector improvements

• Enhancement to reduce excessive log messages from the agent softphone.
• Add telemetry logging to the extension.

02-May-2024

Chrome and Edge browsers

Audio exposure bug fix improved Agent Collector configuration poor network tolerance

• Updated the Jabra alert - Audio Exposure default threshold raised from 75dB to 85dB
• Resolved bug preventing the Audio exposure notification to be switched off
• Agent Collector configuration Cache feature enabled to be more tolerant of network issues on first launch.

25-Apr-2024

Chrome and Edge browsers

Bug fix for excessive softphone logs

• Resolved an issue with the Agent Collector generating excessive softphone logs, which impacted CCP log collection for Amazon CCP users.

23-Apr-2024

Chrome Browsers only

Improved Agent Messenger UI experience

• Improved the behaviour of common Agent alerts to time-out automatically after a short period.
• Remove logging for "agent clicked end contact" button.

19-Apr-2024

Chrome browsers only

Improved collection accuracy

• Improved the accuracy of Agent and Customer disconnection event collection.