The 3.23 release introduces several notable features, including Email Signatures and a new Wrap Code tree view, along with various fixes and security enhancements.

Release Schedule

London (EU) 🇬🇧 : 8th November

Australia (AP) 🇦🇺 : 12th November

Oregon (US) 🇺🇸: 12th November

North Virginia (US) 🇺🇸: 12th November

Cape Town (AF) 🇿🇦: 14th November

1.1 NEONNOW

1.1.1 Email Signatures

Agents now have the ability to create custom email signatures using the familiar rich text editor from the email composer.

Key Features:

• Email signatures can be automatically inserted based on agent preference for:
  
  
  • Replies
  • Forwards
  • All Emails
    
    
• Signatures can be managed in two places:
  1. Agent Preferences (Manage Email Signature)
  2. Email Editor (via the Signature button)
     
     

To manually insert a signature, click the signature icon and select Insert Signature.

1.1.2 Wrap Codes

The Wrap Codes experience in After Call Work (ACW) has been refreshed for better usability.

What’s New:

• A new Tree View lets agents browse wrap codes in a folder-style interface.
• A toggle button next to the wrap code dropdown allows switching between list and tree views. The button will show an icon representing the currently selected view.
• UI improvements in List View make the interface more space-efficient.
• Hidden folder path 🖿 / for wrap codes not assigned to a folder.

1.1.3 General

• Security enhancements and additional safeguards have been implemented.
• Agent Preferences are now organised into categories for easier navigation.

1.1.4 Fixes

• The To field in emails no longer occasionally displays duplicate recipients.
• Text Wrapping: Attached data links and text will now wrap correctly within the email body.

1.2 Admin

1.2.1 Insights

We’ve updated the Insights Management UI and added new customisation options for managing users and user types in Insights.

The new Insights UI in Admin.

New Features:

Admins can now select between:

• Named Users: Removes the 10-session concurrency limit and uses Amazon Connect agent login names to display reports.
• Service Users: Continues the functionality from previous releases but now allows the service username to be changed for custom QuickSight user configurations.

1.2.2 General

• When enabling Concierge, admins will now be required to accept the terms and conditions in the third-party EULA.

1.2.3 Fixes

• Admins can now enter email addresses containing a + symbol during the sign-up process.