Release highlights

New Connections are available for contact-center platforms.

Mindful Connections will soon be able to obtain queue/skill metrics from select contact-center platforms.

To facilitate pulling contact-center metrics into Callback Status reporting, Connections will be available to obtain a list of queues/skills and selected metrics from the following platforms:

• Amazon Connect
• Five9
• Genesys Cloud
• NICE CXOne
• Twilio Flex

For instructions on connecting your contact-center platform, see Contact center platforms.

We have implemented a new safeguard on the Contact Center page.

When uploading new contact-center mappings via CSV on the Contact Center page, Mindful will now check to determine whether any existing mappings would be removed or overwritten by the new upload. If so, a warning message will appear, and you will have the opportunity to confirm or cancel the new upload.

We continue to make security enhancements throughout the application.

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

Resolved issues

An issue causing calls to skip the waitlist in some cases has been resolved.

Previously, some calls that should have been added to the internal waitlist were instead launched right away, which impacted the punctuality metric by adding unrealistic times into subsequent ECBT calculations. We have identified the root cause of the early launching and addressed it in this release.

An error message related to country codes will no longer appear twice on the Call Target page.

When values were present in the Country Codes field and a user enabled the Require Country Code setting, an error message would appear twice beneath the Country Codes field. With this release, the error message will only appear once.

The Phone Numbers page now accurately updates when a number is unassigned from a Call Target.

Previously, when switching from an assigned phone number to the "Select Call Target" option to unassign all phone numbers from a Call Target, the selection shown on the page did not change, even though the phone number was unassigned. Now, the selection will update as expected.