Release highlights

New Connections are available for contact-center platforms.

Mindful Connections will soon be able to obtain queue/skill metrics from additional 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 additional platforms:

• Genesys Cloud
• NiCE CXOne

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

We have increased the number of Call Targets that can be configured for a single Mindful organization.

This change supports clients who need to map a large number of queues to separate Call Targets.

Response times for submitting and retrieving Datastore records have been reduced.

We have introduced performance improvements to both types of Datastore requests (submitting data sets and retrieving stored data).

We continue to make accessibility enhancements throughout the platform.

Our efforts to improve accessibility help us to maintain compliance with WCAG 2.1 and 2.2 standards.

Resolved issues

We have resolved several issues on the Callback Status page:

• The Call Target filter on the Edit Callback Status View page failed to filter the Call Targets on the page when applied.

• When more than one page of Call Targets was included, it was not possible to navigate away from the contents of the first page.

• When a metric was renamed on the Edit Callback Status View page, the name of the related header in the Totals table did not update.

An issue causing incorrect Audit Log entries in a specific scenario has been resolved.

Previously, editing a contact-center queue could cause an issue under a specific condition. If the edited queue shared the same name and Queue ID as a queue in a different organization, an Audit Log entry for the change would incorrectly appear in that other organization's log.

We have made an update to ensure that contact-center queues cannot be updated across organizations in any scenario, which also prevents the erroneous Audit Log entries.

We have resolved two issues affecting Media Sets:

• The Customer Callback Greeting and Prompt With Reschedule Option prompt in the Default French (Canadian) Media set used Spanish text-to-speech (TTS) fallback text. We have replaced the TTS value with the appropriate French phrase.

• The ECBT Announcement During Callback Offer prompt in the Default French (Canadian) Media set was skipped during playback to customers. We have identified and addressed the cause of this issue to ensure that the file will be played as expected.