Release highlights

Filter selections will now impact other filters on Insights dashboards.

Selections made in the Call Target filter will limit the reporting categories in the Reporting Category filter based on the categories assigned to the selected Call Target(s). The same holds true in reverse; selections in the Reporting Category filter will limit the available selections in the Call Target filter based on the Call Targets assigned to the selected categories.

We have tightened the requirements for resetting user account passwords.

Users can no longer use any of their previous five passwords.

We continue to make security enhancements throughout the application.

These updates will continue to maintain compliance with modern security standards.

Resolved issues

A new error message will appear when users attempt to upload an invalid WAV file for a custom media prompt.

Previously, even though an invalid WAV file would fail to upload, no error message was presented in the UI.

An incorrect error response from the Cancel Callback API endpoint has been updated.

Previously, when attempting to cancel a callback in the Connecting phase via API, an error message would be returned, even though the callback was successfully cancelled. With this update, a 200 OK response will be returned with a status showing the successful cancellation and the current call phase.

In a future release, we plan to prevent the API from cancelling callbacks that are already connected or being dialed.

Applying Segments to a Call Target will no longer remove custom metadata media from the associated Media Set.

Previously, when audio-type custom metadata was applied to a Call Target, and a Segment used the same Media Set as that Call Target, the custom metadata audio entries in the associated Media Set were no longer available.

It is no longer possible to enable the Offer Return to Hold setting without a Choose Hold Number configured.

When the Offer Return to Hold setting was enabled in the End of Day section of a Call Target's configuration, Mindful Callback would not check to ensure that a Choose Hold Number was configured. If a customer chose the end-of-day hold option in this scenario, an error would occur.

With this update, if Offer Return to Hold is selected without a Choose Hold Number configured, the Call Target configuration cannot be saved.

Users assigned to Business Units will no longer see Smart Rules that do not have Call Targets assigned.

If a Smart Rule was configured without a Call Target assigned, users in a Business Unit (who are supposed to only see configuration related to the Call Targets in the Business Unit) could view that Smart Rule.

It is no longer possible to create a custom Media Set with the same name as one of the default Media Sets.

Now, if a user attempts to create a new Media Set with the same name as one of the defaults (such as "Default English"), the new Media Set cannot be saved.

The Oldest Callback Waiting metric on the Callback Status page will now show the correct wait time when it extends beyond one day.

Previously, when the oldest callback on the waitlist had been waiting for more than a day, the timeframe for the Oldest Callback Waiting metric would reset. Now, the true wait time will be shown in this case.

Scheduler widget links provided through messaging automations will now expire as intended.

The expiration period for widget links provided in response to an @callme message was not being enforced. The expiration is set to 30 minutes by default and can only be updated by the Medallia team.

An edge case affecting the Callback Double Check Scope setting has been addressed.

When the Callback Double Check Scope was set to "Organization" for a Call Target and a callback was pending for that Call Target, customers could still register callbacks for the same phone number via widget or API on other Call Targets.

A rare case causing call phases on the Call Detail page to appear out of order has been resolved.

In a rare scenario, the Pending phase could be listed above the Registering phase for a call record on the Call Detail page.