Release highlights

The Agent Answer API is now generally available!

This endpoint allows your ACD platform to automatically trigger an agent answer event when a callback is accepted. This removes the need for manual input while still capturing the precise timing needed to calculate an accurate ECBT.

For complete endpoint details, see our API documentation.

The customer speech beta program has ended.

We have discontinued the ability to accept speech input from customers in the Mindful IVR to navigate menu options. This change removes the Caller Input setting from the Call Target page.

At this time, Mindful still supports agent speech recognition for accepting callbacks.

We have made a few quality-of-life updates to the Callback Status page.

• When scrolling down a long list of Call Targets, the header row in the table will now remain visible on the page.

• The table can now be sorted by any row.

User actions on the Call Detail page will now be included in the Audit Log.

The Audit Log will now include details of the following actions taken on the Call Detail page via the contextual buttons in callback records:

• Cancel callback
• Call now
• Force finalize
• Retry callback

Fixed issues

(EEQ-98199) We have resolved an issue that caused Call Detail exports to fail when exporting data across multiple months.

Exports of the Call Detail page now generate correctly and no longer return an empty file when exporting multi-month data.

(EEQ-101098) We have improved the handling of stuck calls to prevent unnecessary Callback Double Check prompts.

In rare cases, if a customer canceled a callback and the call status stopped progressing, Mindful would treat the call as still pending. If the same customer attempted to register another callback within four hours, the system would trigger Callback Double Check and block the new request.

Mindful now cleans up these stuck calls after one hour instead of four, allowing customers to reattempt callback registration sooner.

(MCB-3635) Two issues affecting the Access Control List page have been resolved.

• The UI will now display an error when a user attempts to add an invalid IP address or base address of a CIDR range.

• The Delete button will now be disabled for entries that are already pending deletion.

(MFD-1181) Drill-downs on the Executive Summary page once again function as expected.

Drill-downs in the Call Targets table on the Executive Summary dashboard stopped functioning after a recent release, and the functionality has been restored.

(MENG-1136) Access to the Application Clients page is no longer granted by Platform Management permissions in an Application Role.

Now, only the Mindful API permissions in an Application Role will grant access to the Application Clients page, as originally intended.

(MENG-1698) We have fixed a UI issue on the Callback Status page that caused incorrect pagination when filtering by a single Call Target or reporting category.

Previously, the results would display correctly, but the table footer could still show multiple page numbers and an inflated item count, as if all Call Targets were included. Navigating to subsequent pages would return blank results.

This issue has been resolved. The pagination and item count now accurately reflect the filtered results.

(MENG-1627) An issue causing the Update a Call Target API endpoint to fail to update some settings has been resolved.

If the offerChooseHold or announceEcbtBeforeOffer attributes were changed to true and then subsequently changed to false via API, the second change would not take effect, but the API would return a successful response.

We have addressed the issue to ensure that all changes take effect as expected.

(MENG-1461) An issue causing the @status messaging automation to return an incorrect ECBT in a specific scenario has been resolved.

If a customer scheduled a callback when the Process Callbacks toggle switch was turned off for the associated Call Target, and the customer requested a status update with an @status message, then the messaging automation could return an ECBT that was years in the past.

(MCB-3309) A non-holiday hours of operation entry is now required to ensure callbacks are offered as expected.

Previously, if all standard hours were removed from global settings or a Call Target—and only holiday hours were defined—callbacks would not be offered at any time.

To prevent this, at least one non-holiday hours entry is now required in global settings and for each Call Target.