CX Release History

13 Mar 2026

CX4.10.7

Delivers critical fixes for Redis connection stability, real-time reporting on Facebook and Instagram chats, task routing reliability, and Agent Desk behavior during voice calls.

19 Feb 2026

CX4.10.6

Enhances agent productivity and bot compatibility while strengthening data integrity and reporting accuracy.
Also fixes issues causing orphaned agent task entries, missing task dispositions, and inaccurate “Oldest Queued Time” values in dashboards.

30 Jan 2026

CX5.0.3

Adds tenant-level 2FA for Agent Desk and Unified Admin logins.

27 Jan 2026

CX5.0.2

Introduces Google Play Store as a new channel

20 Jan 2026

CX5.0.1

Includes an update to the Email Connector (IMAP/SMTP) to improve compatibility and reliability. Also, delivers critical fixes for 2FA login flows and localisation issues to display Arabic customer names correctly.

24 Nov 2025

CX5.0

CX now supports multi-tenancy, enabling CCaaS providers to host multiple tenants from the same underlying infrastructure securely.

In addition, there are some technical improvements in the core platform stability and maintainability.

04 Nov 2025

CX4.9.6

Introduces key enhancements to the customer widget, including improved survey handling and cleaner menu interactions.

The release also resolves critical issues related to widget layout, mobile connectivity, and agent name display, ensuring a smoother and more reliable user experience.

16 Oct 2025

CX4.6.2

Provides the fix for the incorrect conversation disposition

QA PASSED

01 Oct 2025

CX4.10.3

Includes multi-level pagination, infinite scroll in wrap-up forms, and adds a keyword search bar for quicker wrap-up code selection. Partial form updates streamline minor edits. Adds Agent Hand Raise, allowing agents to request help during ongoing conversations.

Brings a redesigned suite of dashboards for supervisors to gain real-time and historical insights, while agents can monitor their daily metrics and team stats directly within the Agent Desk. Introduces message-level ETL for comprehensive extraction and reporting of all communication data.

Key fixes include accurate email session end reporting, protection of the wrap-up form during admin pod restarts, clearer agent identification through full-name display, and resolution of chat closure issues when the MRD is absent.

QA PASSED

17 Sep 2025

CX4.10.2

Includes an update of all core Java components to the GraalVM JDK 21 (LTS) base image. Additionally, Conversation Studio now supports connections to MongoDB that use self-signed TLS certificates. The update also includes performance fixes.

QA PASSED

12 Sep 2025

CX4.4.14

Includes synchronous processing of AGENT_UNSUBSCRIBED and handles race conditions while publishing TASK_STATE_CHANGE to RESERVED

QA PASSED

18 Aug 2025

CX4.10.1

Introduces secure APIs with role-based authorization and token enforcement, along with improved protection for customer widget data. QM authentication now routes through the Application Gateway for added security.

Agent Desk sees multiple upgrades, including basic table support, real-time spell check, and a streamlined email thread view. A visible TAT timer now displays on emails to support better prioritization. Email conversations can be added directly to QM. LinkedIn enhancements improve comment handling,

Critical bug fixes include support for partial updates in the CX-Customer API and improved formatting logic that ignores empty markers.

QA PASSEED

13 Aug 2025

CX4.10

This release delivers a wide range of enhancements across CX, data, UI, and platform performance. Key updates include LinkedIn integration, a redesigned Form Builder experience, and support for initiating WebRTC audio/video calls. CX and Eleveo now support multi-leg call recording, while Cisco Agent and Teams benefit from one-way sync.
Conversation Studio replaces the Conversation Controller, and dashboards see real-time performance improvements. Historical stats (SLA, AHT, AWT) are now calculated via ETL jobs, and Conversation Search APIs have migrated to GraphQL.

Security and session handling are strengthened with encryption at rest for CX messages, secure messaging via EventBroker, secure transcript URLs, and persistent sessions using refresh tokens. Agents can now be force-logged out, pause conversations, and view active session data.

UI enhancements include auto-expanding panels, RTL support, plus updates to Quality Management with real-time alerts, and upgraded reporting through gold query campaigns and new EF data pipelines.

QA PASSED

13 Aug 2025

CX4.10

This release delivers a wide range of enhancements across CX, data, UI, and platform performance. Key updates include LinkedIn integration, a redesigned Form Builder experience, and support for initiating WebRTC audio/video calls. CX and Eleveo now support multi-leg call recording, while Cisco Agent and Teams benefit from one-way sync.
Conversation Studio replaces the Conversation Controller, and dashboards see real-time performance improvements. Historical stats (SLA, AHT, AWT) are now calculated via ETL jobs, and Conversation Search APIs have migrated to GraphQL.
Security and session handling are strengthened with encryption at rest for CX messages, secure messaging via EventBroker, secure transcript URLs, and persistent sessions using refresh tokens. Agents can now be force-logged out, pause conversations, and view active session data.

UI enhancements include auto-expanding panels, RTL support, plus updates to Quality Management with real-time alerts, and upgraded reporting through gold query campaigns and new EF data pipelines.

QA PASSED

31 Jul 2025

CX4.9.5

Introduces enhanced LinkedIn integration through webhook subscriptions and reinforces API security for Unified Admin through integration of Application Gateway. Also addresses high-priority bug fixes, including:

• Resolved issues with email transcripts.

• Fixed errors in the Realtime Dashboard’s team dropdown behaviour.

• Disabled the 'Hide Comment' action for LinkedIn messages to maintain message visibility.

• Restricted attachment functionality to valid LinkedIn replies only.

QA PASSED

18 Jul 2025

CX4.4.12

• Redis exception handling

• Redis key not expiring as expected

QA PASSED

08 Jul 2025

CX4.9.4

Includes force logout agent from any state

QA PASSED

24 Jun 2025

CX4.9.3

Introduces the Proxy API for formData transmission to the Form API, enhances security and authentication for file engine APIs using APISIX, implements IP-based rate limiting for the Message Send API to optimize traffic control, and integrates RSA SecureID support for 2-FA in CX Apps to reinforce security measures.

Resolved various issues in the Email connector, supervisor login, and agent reply.

QA PASSED

05 Jun 2025

CX4.7.3

Includes Interruptible/Non-Interruptible feature without Cisco Integration and fix vulnerabilities in CX4.7.2 and CX4.7.3

QA PASSED

09 May 2025

CX4.9.2

Includes CXAPI security via user authentication, License Consumption status tracking, enhancements to the pause/resume conversation feature, and new functionalities in CX Campaigns.
Also addresses a bug fix/ improvements to the MS Exchange-based email.

QA PASSED

30 Apr 2025

CX4.9.1

Includes Consult Conference on External Numbers, and ETL for Campaigns Data

QA PASSED

23 Apr 2025

CX4.9

Includes more channels, such as Email, WhatsApp, LinkedIn, and YouTube, while enhancing Facebook and Instagram functionality with Button Message support. Optimizes performance through SLA improvements and automates MRD synchronization.

Enhances agent capabilities by enabling conference call updates and refining dashboard settings.

Improves existing reports by modifying External Transfer Reason Codes and adding detailed Outbound Campaign Reports. Additionally, reinforces security by implementing two-factor authentication via Microsoft Authenticator.

QA PASSED

25 Mar 2025

CX4.7.2

Customer Widget Enhancements

• Customizable text

• Text alignment

• Sound notifications

QA-PASSED

19 Mar 2025

CX4.8

• Quality Management

• Business Calendars

• Add Support for Media Controls on the Agent Desk for Recordings

• Eleveo Support in Recording Middleware

• Consult Transfer to external Numbers

QA PASSED

10 Mar 2025

CX4.7.1

• MSSQL Target Support in ETL

• Routing bug fixes

• Campaigns bug fixes

• All fixes from CX4.4.11

• All fixes from CX4.5.5.1

QA-PASSED

19 Feb 2025

CX4.4.11

• Incorrect Conversation Dispositions

• Increase in Agent Manager Memory

QA PASSED

24 Jan 2025

CX4.7

• Security Enhancements

• Deployment Optimization

• Performance Improvements

• Agent Experience Improvements

• Supervisor Experience Improvements

• ETL Enhancements

QA PASSED

30 Dec 2024

CX4.4.10

Enable External MongoDB Connectivity with Replica-set

QA PASSED

19 Dec 2024

CX4.6.1

• Update Form Data Submission

• Add FormID in Survey Distribution

• Bug Fixes

QA PASSED

11 Nov 2024

CX4.5.7

Data Binding Vulnerability Fix

QA PASSED