Version 3.4

Version 3.4

24 June, 2025

Enhancements

VA

• Advanced Reporting for Outbound Calls with Enhanced Tabs and Filters:
  Users can now access detailed reports on outbound call activities through the new Outbound Requests, Call Requests, and Call Attempts tabs under the Outbound section in Insights. This enhancement enables deeper analysis of call outcomes, better planning for future calls, and improved traceability with clickable Request ID and Phone fields.

LC

• Chat Prioritization by Customer Priority Values for Live Agents:
  Customers can now be prioritized in live chat queues by assigning a custom priority value from 1 (highest) to 10 (lowest). This priority, obtained via external API calls and normalized as needed, is sent with the customer ID to the LiveAgent system, ensuring high-priority customers receive faster support. If no valid priority is provided, a default of 10 is applied. This feature enhances queue management by prioritizing customers without altering skill-based routing or specific agent assignments.

Improvements

VA

• Confirmation Phrase Versioning for Draft and Published Projects:
  Confirmation phrases are now versioned independently for draft and published projects. After the first publish, any updates to confirmation phrases only affect the draft version, ensuring the published project's settings remain stable.

• Enhanced ElevenLabs TTS Customization with Additional Voice Parameters:
  VA scenario designers can now customize ElevenLabs TTS voices more precisely by adjusting new parameters: Stability, Speed, Similarity Boost, and Text Normalization. These options allow fine-tuning of voice emotion, speech pace, voice likeness, and text processing behavior directly in the UI with helpful tooltips. This upgrade offers richer, more flexible TTS outputs tailored to specific needs, improving user experience across supported languages.

• AI Agent Request Timeout Handling Improved During Invoke:
  The "Service Response Timeout Duration" parameter in the AI Agent node is now sent as "request_timeout" during invoke calls, ensuring more reliable and predictable timeout behavior.

• Exclude System Errors from Call Attempt Count in Outbound:
  When a call attempt results in an "Error" state caused by system issues during outbound calls, the call attempt count will no longer increase. This ensures that such errors do not affect call rules or metrics seen by users. Additionally, "Error" states will be clearly visible in outbound reporting pages for better transparency.

• 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.