Communication Panel (CP)

The following changes and improvements have been made in Communication Panel.

Scroll position

When viewing chat conversations in the Conversation history view, the cursor position is now maintained when switching between conversations or views. If the conversation is active and new messages arrive, CP shows an information message. Clicking this message takes the user to the latest message, while closing it keeps the current cursor position.

Serving agents in queue

The filtered search title has been improved when using the Free / Serving agents shortcut.

Browser and its version

The CP log now includes the user's browser name and full version number at all log levels, for example, Google Chrome 138.0.7204.159. You can find this information by searching the log for browser. Note that Safari and Firefox don't give this full version format but instead, a shorter version is logged, such as Firefox 140.

Notification for hunt group calls

The operating system notification for hunt group calls has been improved. The notification is now shown when the call is being offered giving the following options:

Time selection

The detailed search in the Picklist and History views has a new option available to define the time range for the search. Time can be specified either by scrolling in a separate selection window or by entering it manually into the Date range field. The UI language defines which date and time format is used.

Conversational channel error messages

Error details for chat conversations using the Conversation API are now shown directly in the message, rather than in a tooltip.

Ringtone for hunt group calls

It's now possible to set a different ringtone for hunt group calls, making it easier to distinguish them from direct and auto-allocation calls. Because of this change, the existing Call field has been renamed to Direct and auto-allocation calls. We've also added a new ringtone option: Marbles.

Editing the AI analysis

It's now possible to edit the AI analysis of a conversation in Communication Panel. If an AI analysis has been edited, the name of the agent and the timestamp of the edit is shown under the analysis in the Conversation details extension.

When using call transcript, your AI analysis is editable automatically. If you're using an event-driven configuration for saving AI analyses, you'll need to add the new save-ai object into your configuration. For more information, see the Event-driven integrations document.

If the AI analysis is saved into conversation attached data (CAD), editing is not possible. Saving the AI analysis into CAD is still supported and shown in Communication Panel as before. Note that old AI analysis data remains in CAD and can't be edited.

CMI has new resources for AI analysis data:

  • GET /cmi/contacts/:id/aiAnalysis for returning the current version of the AI analysis

  • GET /cmi/contacts/:id/aiAnalysis/history returns all versions of the AI analysis

  • POST /cmi/contacts/:id/aiAnalysis adds a new AI analysis