Version 2.4

Version 2.4

3 March, 2025

VA

Enhancements

• Integration with ElevenLabs TTS Provider:
  ElevenLabs has been integrated as a new TTS provider in Virtual Agent. Users can now select ElevenLabs under the /Integrations/Services page and configure supported languages, voices, output formats, and models. The API integration is fully implemented, ensuring compatibility across WebChat, mobile, and IVR channels.

• Live Call Transfer Node:
  A new Live Call Transfer Node has been introduced, enabling IVR transfer signaling with custom data and an optional transfer message. This node sets the LiveAgentHandover flag to true for accurate self-service rate calculations. The obsolete Call Transfer Node has been deprecated and removed.

Improvements

VA

• Update Existing Tenant via External API:
  To ensure correct updates for tenants from the portal, a field has been added to match the ClientId in VA. This allows for proper client identification when updating tenant data via the External API.

• Adding Malay NLU & text-norm & sentence-embedding:​
  The Malay language has been added to Virtual Agent, enabling support for the APAC market.

• Dynamic Hero Card with Attached Buttons:​
  When a dynamic card is displayed, users can now add dynamic buttons linked to the card. Both the card and button can reference the same response values, allowing for seamless interaction, such as directing users to specific account details via the button.

• Outbound Call Behaviour When There is No IVR Capacity:​
  Outbound Call management has been updated to check IVR capacity before making call requests. If sufficient capacity is not available in Hummingbird, calls will be queued instead of being attempted. This ensures no calls are wasted and prevents incorrect call attempt counts when capacity is insufficient.

• The Orchestrator APM Implementation:
  The Orchestrator APM (Application Performance Management) implementation has been completed. This integration allows for enhanced monitoring and performance tracking of the Orchestrator, providing insights into system health and optimizing overall efficiency.

• Minor UI Improvements:
  Several minor improvements have been made to the user interface to enhance user experience and usability.

• Minor Bug Fixes:
  Various minor bugs have been addressed to improve overall system stability and performance.

LC

• Agent Logs Pages:
  The Agent Logs page has been restructured under the newly introduced Agent section in the LC Dashboard. A General States page has been added, allowing users to monitor the duration of each agent state within a selected date range.