CX Release Notes

Deployment Guide

CX5.10.0 → CX5.11.0

Retrieve Customer Timezone from a Trusted Compliance Source

Outbound campaigns can now retrieve a customer's authoritative timezone and applicable compliance window from a trusted Compliance Source. This gives campaign operators a more reliable way to restrict outbound calls to the compliance window applicable to each customer's timezone, without depending on carrier-derived guesses that can be inaccurate.

Report Delivery Status for Outbound Email Campaigns

The email connector now reports the delivery outcome of each outbound campaign message: sent, failed, or bounced, based on SMTP acceptance, send-time errors, and bounce notifications received in the inbox.

Campaign operators get visibility into which email sends actually reach the customer, without changing how the system handles regular inbound customer email.

Add a Non-Voice Opt-out & Consent Audit Report

A new report gives compliance and campaign teams an audit trail of opt-out, unsubscribe, and consent events across non-voice campaign channels: SMS, WhatsApp, and Email.

Teams can filter by date range and channel to review or export who opts out, on which channel, why, and when the system processes the request, supporting compliance audits without needing direct database access.

Extend Conversation Summaries and Sentiment to Email

AI-generated conversation summaries and real-time customer sentiment indicators, already available for voice and messaging channels, now extend to email conversations.

Agents handling email interactions get the same at-a-glance context already available on other channels, helping them prioritise and respond faster without reading the full email thread.

This release also simplifies AI Analyzer deployment; the messaging broker is now provisioned automatically, removing a manual Helm-values configuration step for administrators during setup or upgrade.

Support Multiple Numbers per Channel for Manual Outbound Engagements

Agents can now start a Voice, SMS, Email, or WhatsApp outbound engagement in AgentDesk with support for multiple numbers per channel when a customer has more than one number or address on file for the same channel; agents choose which one to use before starting the engagement.

This ensures agents reach the customer on the number they intend to, instead of defaulting to whichever number happens to be listed first.

Restrict Call Recording Pause/Resume to Authorized Agents

Administrators can now restrict who is allowed to pause or resume live call recording in Agent Desk, using a dedicated permission group in Keycloak. Agents without this permission still see the recording indicator but can't control it. This gives compliance and security teams control over who can mask sensitive audio during a call, rather than leaving pause and resume open to any agent on a recorded call.

Fix Queue Volume Terminology and Leave Allow Button Visibility (Workforce Management)

Issue: The Queue Volume section used "Call" instead of "Conversation" inconsistently across channel types, and the Leave Allow button was visible to users beyond Admin and Supervisor roles.

Resolution: The Queue Volume section now consistently uses "Conversation" terminology across all channel types, and the system now restricts the Leave Allow button to Admin and Supervisor roles only.

Fix Duplicate Contact Creation on Manual Outbound Dial

Issue: When an agent placed a manual outbound call for a specific customer from the Customer List, the system sometimes resolved the wrong customer through a channel-type lookup that matched multiple contacts, creating a duplicate contact with an unresolved region code instead of using the customer the agent selected.

Resolution:
The system now initiates the call using the exact customer ID the agent selected, so no duplicate contact is created, and the customer's existing details remain unchanged.