Release highlights

(Beta) The Mindful IVR can now accept speech input from customers when registering ASAP callbacks.

We have introduced speech recognition as an input option for IVR callback menus. This feature is currently in a beta testing phase, and only supports ASAP callback registration in the inbound menu at this time.

Email beta@getmindful.com to test this feature today!

To learn more about speech recognition for customers or agents, see How to Configure Speech Recognition.

Insights, our new historical reporting dashboards, is now available for enhanced reporting and analytics.

You can now visualize, measure, and track historical callback performance and operations through Insights, our new reporting dashboards. These dashboards provide valuable data alongside the existing real-time callback analytics.

We have introduced new dashboards to enhance your callback analysis capabilities:

• Conversation Overview
• Executive Summary
• Callback Usage
• Callback Performance
• Messaging Usage

There is a lot to learn about this robust set of dashboards. To get started, see the new Insights documentation.

The new Application Clients page is now accessible from the sidebar menu.

On the Application Clients page (API > Application Clients), you can generate unique Client IDs and Client Secrets that authenticate and establish connections between your applications and the new Mindful API. By creating multiple Application Clients, you can maintain distinct Client IDs and Client Secrets for each app that interacts with Mindful API endpoints.

To learn more, see API Application Clients.

(Experimental beta) Dynamic dial pacing is now available for testing.

We are testing a new experimental feature to enable dynamic dial pacing, which automatically adjusts Mindful parameters based on live queue metrics and agent availability from your ACD/CCaaS platform. The goal is to reach for optimal performance and responsiveness as queue conditions naturally change throughout the day.

This feature is current in a beta testing phase. Contact a Mindful representative if you would like to try it in your organization.

You can now configure Single sign-on (SSO) and multi-factor authentication (MFA) for your Mindful Organization.

We now support SSO with your preferred identity provider (Okta, Auth0, and OIDC). This allows you to validate and manage your employees' access to Mindful while adding an extra layer of security through multi-factor authentication on mobile devices.

Ready to implement SSO/MFA for your Organization? See the articles below to get started.

• Single Sign-On (SSO) FAQ
• Single Sign-On (SSO) Configuration Guides
• How to Manage Your User Account (for MFA instructions)

We've made updates to comply with Section 508 of the Rehabilitation Act of 1972.

We have made significant updates to the Mindful user interface (UI) to provide a cleaner and more streamlined experience. This includes enhancements to the side and top navigation, as well as improved account security measures such as stricter passwords and session timeouts.

We've made additional security enhancements.

We have strengthened our security measures by implementing increased end-to-end encryption standards and introducing a new abstraction layer for enhanced security. In addition, we have implemented rigorous updates to automated testing, continuous code validation, and improved workflows.

(beta) Smart Rules is available in the Spring release.

Smart Rules allow you to create a complex set of conditions that will trigger changes to Call Target settings. More than 35 settings can be automatically adjusted by a Smart Rule, based on the day of the week and/or time of day. This allows for a wide range of possibilities to automate your administrative workflows and dynamically manage your Call Targets.

Following are a few examples of how Smart Rules can automate your workflows:

• Adjust the dial pacing towards the end of each business day. We will use this as a working example throughout this guide.
• Offer the Return to Hold option on specific days of the week.
• Enable or disable callback Notifications at certain times of the day.

When you're ready to try Smart Rules in your Organization, see How to Configure Smart Rules to get started.

Mindful API

The Mindful API now provides historical and real-time metrics.

We have introduced a comprehensive API that provides granular callback details. This new API provides a range of data ideal for contact center wallboards, data warehouses, or Business Intelligence tools. This API allows you to analyze callback data alongside other sources, offering greater flexibility in reporting and analysis.

Authentication is handled via secure OAuth 2.0 Client Credentials to ensure maximum security of your reporting data.

To get started with the Mindful API, see our API documentation.

Fixed issues

• The Minimum/Maximum Callback Number Length settings now apply to system-detected ANIs in addition to caller input.

  Previously, Minimum/Maximum Callback Number Length only applied to numbers entered manually by callers via DTMF, but callers were still able to confirm a detected ANI of any length. This setting is now enforced in either scenario.

• (MCB-2850) Instances of the Max Per Minute Rate being exceeded are now displayed in Call Detail reports.

  Previously, when international dialing was enabled for an Organization, and the Max Per Minute Rate was exceeded, the event was not captured in the associated Call Detail record. The Max Rate Exceeded status will now be displayed in this scenario.

• (MCB-2655) An issue causing the Customer Disconnected audio prompt not to play to agents in a specific scenario has been resolved.

  If a customer and agent conversation lasted longer than five minutes, and then the customer disconnected, the Customer Disconnected prompt failed to play to agents. The timer causing this issue has been extended from five minutes to three hours of talk time.

• (MCB-2623 & MCB-3215) Invalid input in the rescheduling menu will no longer result in canceled callbacks.

  Previously, if a customer provided invalid input three times in the rescheduling menu, the call would disconnect and the callback would be canceled. If any retries were available, they were not attempted.

  With this release, retries will now be attempted in this scenario.

• (MCB-2703) The Agent Wait Duration column is now labeled correctly in exported Call Detail reports.

  The column representing the Agent Wait Duration was incorrectly labeled Average Wait Duration prior to this release. Now, the column is labeled with the proper name.

• (MCB-3046) The Collect Additional Metadata audio prompt will no longer play when only SIP metadata items are configured.

  This prompt is intended to be played before collecting Audio or DTMF input from callers, when Speech Recognition was enabled. However, it was being played when only SIP metadata items, which do not require caller input, were configured.

• (MCB-3155) An issue causing calls to drop unexpectedly in a specific scenario has been resolved.

  If a call was in the Parties Talking phase and Mindful received a SIP UPDATE message containing SDP information, calls could be disconnected as a result. We have updated the way this scenario is handled in this release.

• (MCB-3162) The calculation of the Average Response metric on the Callback Status page will no longer include retries.

  This metric took retries into account prior to this release, but it was not intended to do so.

• (MCB-735) The Mindful Callback IVR will now remove "zero minutes" when quoting ECBT.

  If the ECBT value was an exact multiple of an hour (two hours, three hours, and so on), the system previously included "zero minutes" ("two hours, zero minutes from now") when announcing the ECBT. This update will omit minutes in such scenarios ("two hours from now").

• (MCB-3201) An issue causing voice prompts related to invalid attempts to play at inappropriate times has been resolved.

  In specific scenarios, if a caller provided invalid input and exceeded the maximum number of attempts, the caller would be prompted to provide input again before the call was disconnected. Now, the input prompt no longer plays after the final invalid attempt.

• (MCB-2890) Text descriptions for the ECBT Announcement During Callback Offer audio prompt have been updated to reflect the change in verbiage.

  This audio file was updated to say "between" rather than "in approximately" when quoting ECBT, but the description and text-to-speech value in the Mindful UI for this prompt still reflected the old verbiage including "in approximately."

• (MCB-2924) The Override Organization SIP Settings checkbox on the Call Target page now functions as expected.

  Previously, when Override Organization SIP Settings was selected, and there was a value in the Use Special SIP Profile for Company/Customer Calls fields, the Call Target settings did not override the Organizational settings as they should have.

• (MCB-2955) Phone number validation logic that previously only applied to callbacks registered via voice now applies to callbacks registered through Scheduler widgets and the API as well.

  Previously, the Min/Max Callback Number Length and the Max Per Minute Rate did not apply when validating callback numbers in Scheduler interactions. Now, these callbacks are treated the same as others for phone number validation.

• (MCB-3103) The Min/Max Callback Number Length settings now apply to both system-detected ANIs and callback numbers entered by callers.

  Previously, these two settings were not considered when registering callbacks using a system-detected ANI. Now, both scenarios are handled the same way.

• (MCB-3071) An issue affecting ECBT announcements in a specific scenario has been resolved.

  When Callback Offer and Announce ECBT During Offer were enabled, the word "minutes" was being omitted on the lower end of the spoken range (for example, "between 10 and one hour from now" rather than "between 10 minutes and one hour from now". An update in this release now ensures that the phrase is spoken as expected.

• (MCB-3147) An issue causing disconnect prompts not to be played has been resolved.

  After a recent update, disconnect audio prompts ("the customer/agent has disconnected") were not being played when one side disconnected. With this release, these prompts are played to the remaining side when one side disconnects.

• (MCB-2964) Hours of operation now display correctly for all users, regardless of user time zone.

  Previously, users would see hours reflected incorrectly if their web browser's time zone differed from their Mindful Organization's time zone. With this release, hours will be shown according to the Organization's time zone.

• (MCB-3198) The rescheduling option is no longer offered when there are no options available.

  Previously, when enabled, rescheduling was offered all the way up to the end of business hours. Now, rescheduling will not be offered when there would be no options available (at least 10 minutes from now) based on the ECBT and business hours.

• (MCB-3021) The "en la" Spanish audio prompt is now available to configure in Media Sets.

  Previously, the "en la" ("in the") prompt was not displayed on the Media Sets page, so it could not be reviewed or updated in the user interface. With this release, the audio prompt is now accessible in the UI.

• (MCB-3044) The correct audio will now play for the Offer Text Message or Schedule prompt.

  This audio prompt now says "please say communicate via text message or schedule callback for a later time" as intended. Previously, an earlier version of the instructions were played instead.

• (MCB-3180) An issue causing Audit logs to duplicate a specific entry has been resolved.

  The Audit log was creating duplicate records for "BusinessUnitsCallTarget Removed" events, which occur when Call Targets are unassigned from a Business Unit. With this release, the event will only be logged once.

• (MCB-3250 & MCB-3251) Calls are no longer being dropped in End of Day Handling scenarios.

  After a recent release, enabling End of Day Handling options could cause calls to be dropped unexpectedly. An update in this release has resolved the issue.