Hotfix 1 (HF1)

Released September 12, 2024

(MFD-951) An issue causing Insights data to be inaccurate in a specific scenario has been resolved.

If a Call Target was included in multiple Reporting Categories, and one of those Reporting Categories was selected in the Reporting Category filter in an Insights report, the data associated with that Call Target was duplicated in the report. This hotfix ensures that each Call Target in the data set is only counted once in this scenario.

Release highlights

Updates to the Mindful API

Three new endpoints are available in the Mindful API!

We've added new endpoints to allow you to create, update, and delete Call Targets via API. These new methods work alongside the GET methods introduced in in the August, 2024 release.

• POST /v2/callback/callTargets - Create a new Call Target.

• PUT /v2/callback/callTargets/{id} - Update an existing Call Target.

• DELETE /v2/callback/callTargets/{id} - Delete a Call Target.

Complete API documentation will be available upon release.

The response body of the Retrieve Call Target Details endpoint will no longer return the hoursOfOperation or timeslots attributes.

This change is part of our preparation for future enhancements to setting Hours of Operation and scheduling timeslots via the API.

A complete definition of the Mindful API in the OpenAPI 3.0 standard is now available for download.

See Welcome to the Mindful developer experience to download the YAML file. This file will be replaced along with future updates to the API.

Updates to Insights reporting

Executive Summary, Callback Usage, and Callback Performance

• In the Call Targets table in these reports, each Call Target now only occupies a single row.

• You can now click a Call Target name to view a more granular view of the related segments.

Executive Summary

• New fields for Choose Hold and Choose Messaging will show the number of offers that resulted in a choice to hold or receive a text message.

• New fields for Return-Call Service Level (RCSL) will show the number of callbacks with an RCSL within specific ranges.

Callback Performance

• The Return Call Service Level (RCSL) pie chart will now present three categories: 30 seconds or less, 31 to 60 seconds, and greater than 60 seconds.

Additional updates

Each organization can now contain up to 1,000 Call Targets.

If more Call Targets are needed, multiple organizations should be used.

The labels have been updated on the messaging Handle fields.

The new labels more accurately convey the requirements and usage of these fields on the Global Settings and Call Target pages.

We have updated several numeric fields to allow for more precise configuration.

The Max ECBT, Priority Queue Timeout, Minimum Callback Delay, and Retry Delay fields use segmented time selectors, allowing you to either type values directly into the field or use time spinners to select values. Previously, the spinner for the seconds value only provided options in increments of 10 seconds. Now, that spinner provides increments of one second.

We have updated the default message text for each SMS notification.

The new default text is more efficiently worded and no longer contains specific menu instructions. The new text will apply to new Call Targets and will not affect any existing configuration.

A maximum length of 1,024 characters is now in effect for the following fields:

• Country Codes

• Post Dial DTMF

• Metadata Name field

• Dynamic DNIS Mapping key headers, key values, Terminator field, and Callback CID field.

Fixed issues

API-related issues

Retrieve Call Target details

• (MENG-1004) Pending changes to Call Target configuration will no longer be included in the response. Previously, if configuration changes were saved in the UI, but not published, those changes would be returned by the Call Target details endpoint.

Retrieve callback offer decision attributes

• (MENG-993) Inaccuracies affecting two return values have been resolved. Previously, availableTimeslots could return false when timeslots were available, and offeringScheduleWidget could return false when widget scheduling was enabled. Now, they will return true in these scenarios.

• (MENG-990) An issue causing the isEndOfDay attribute to contain a timestamp rather than the expected boolean value in some cases has been resolved. The API will now return a boolean value for this attribute in all scenarios, as intended.

• (MENG-969) We have updated the logic used to determine the value of shouldOffer based on the sourceType provided. A detailed flowchart will be published along with this release to show exactly how the value of the shouldOffer attribute is determined.

Other issues

(MENG-961) The text in the Pending Changes box after updating a Dynamic DNIS Mapping has been updated.

The label preceding the pending changes was not user friendly, and has been updated to "Dynamic DNIS Mapping".

(MENG-960) On the Call Detail report, the Retry Callback button will now only be available for calls that successfully registered a callback.

The Retry Callback button was unintentionally available for calls that did not complete the registration of a callback and those that were routed to a holding queue.

(MENG-760) All keyboard shortcuts are working once again.

Several keyboard shortcuts ceased to function after a recent update. This functionality has now been restored.

(MCT-119) The Disable Session Timeout setting now works for SSO users.

Previously, if an SSO-enabled user account was using the Disable Session Timeout feature, that user would still be automatically logged out after the session timer expired. Now, this feature works for SSO users as expected.

(MCT-106) Periods (.) can now be used in Name fields throughout the platform.

Previously, saving a Call Target or other object with a period in the Name field would lead to a blank page and prevent that object from being edited. Now, periods are allowed in these fields.

(MCT-101) On the Call Detail report, the Callback Launch Time is now displayed correctly.

An issue with the report unintentionally populated the Callback Launch Time metric with the time a call was added to the internal waitlist rather than the time it was launched. The underlying data was correct but was not being presented correctly in the report.

(CBA-338) An intermittent issue causing inbound calls to be disconnected has been resolved.

This issue could cause inbound calls to disconnect after registering a callback but before playing the confirmation audio to the caller. We have updated the underlying logic within our voice infrastructure to prevent the specific cause of this case.