Release 3.26
The 3.26 release delivers enhanced agent control through new contact attribute features, expanded admin capabilities for managing operational parameters, and improved flexibility via custom roles and ringtone preferences. It also introduces a suite of usability improvements and reliability fixes across NEONNOW and the Admin app.
Release Schedule
Pre-release changes from the 16th June and go-live dates during the week of the 23rd of June.
London: 21st July
Cape Town: 21st July
Australia: 21st July
Oregon: 23rd July
North Virginia: 23rd July
Other Regions: reach out to your account manager.
NEONNOW
1.1 Contact Attribute Features
Skip After Contact Work (ACW)
Agents will skip the wrap-up phase if the NEONNOW_CONTACT_SKIP_ACW
attribute is set to true
, even if ACW permissions are active. This is useful for streamlined, automated, or low-touch workflows.
Auto Answer
Tasks will automatically be accepted for agents if the NEONNOW_CONTACT_AUTO_ANSWER
attribute is set to true
. This applies to voice, chat, email, agent tasks, callbacks, and outbound previews, with these exceptions:
- Voice tasks where Amazon Connect auto-answer is already active.
- Monitored interactions (e.g., supervisor listening in).
- When an agent is being added to a conference call.
End Task Warning
A new confirmation prompt will appear before ending a task if the NEONNOW_END_TASK_WARNING_ENABLED
attribute is set. The attribute’s value is shown as the message in the prompt, supporting \n
for line breaks. This helps prevent accidental closure of tasks and provides contextual instructions.
Transfer Button Visibility
The NEONNOW_HIDE_TRANSFER_BUTTONS
attribute can hide specific transfer buttons in the softphone interface. Supported values:
AGENT
– hides the Transfer to Agent button.QUEUE
– hides the Transfer to Queue button.NUMBER
– hides the Dialpad/External Number button.ALL
– hides all transfer options.
This allows precise control over transfer options on a per-task basis.
1.2 User Roles
Role Renamed: Admin → Manager
The "Admin" role has been renamed to "Manager" throughout NEONNOW. There are no changes to functionality or permissions.
New Role: Supervisor
The "Supervisor" role is now available, allowing users to:
- Use all agent-level features.
- Access all reporting tools.
- Log in and actively use NEONNOW.
- Supervisors cannot manage users, assign roles, or change platform-level settings.
1.3 NEONNOW Fixes
User Management
- Fixed user creation and update issues when provisioned via "Existing Directory" (Amazon Connect identity type).
- Fixed performance issues affecting search and sorting in the user list.
Interaction Outcomes
- The footer button for interaction outcomes now hides correctly in softphone chats when outcomes are disabled.
Directory and Presence
- Fixed app crashes when searching the user directory with special characters.
- Corrected visibility of the “Busy” badge in the directory when users are unavailable.
Softphone
- Fixed the issue causing the app menu to partially display off-screen.
- The templated responses button for outbound SMS now hides correctly when there are no available templates.
- Templated response searches now function consistently across all messaging types.
1.4 General NEONNOW Updates
- Role Descriptions
Descriptions for roles now appear during user creation or updates, aiding administrators in assigning appropriate access
Admin
2.1 Operational Parameters
2.1.1 Custom Types
- Administrators can now create and manage reusable Custom Types directly within the parameters modal via the cog icon.
- Custom Types are selectable when defining parameter values.
- Parameters using Custom Types save a snapshot of the type, so subsequent changes to the type won’t affect existing parameters.
2.1.2 Tables
- Operational Parameters now include a new Table type for structured data.
Table features:
- Customisable schema fields supporting all operational parameter types, including custom types.
- A fixed, non-editable
ID
column. - Inline editing, validation, and search functionality.
- A dedicated table view supporting sorting, bulk operations, and row deletion.
- A backend API is available for retrieving specific table rows by ID, intended for use in Amazon Connect contact flows.
2.1.3 Duplication
- Administrators can now duplicate existing operational parameters (except table parameters).
- Duplicates open pre-filled with the original values and include a
_copy
suffix in their names for clarity.
2.2 Admin Roles
- New admin roles have been introduced, offering selection between "Admin" and "Operations" roles.
The Operations role allows users to:
- Access their personal profile and settings.
- View Contact Centre pages in read-only mode.
- Access limited configuration options in summary views.
- Fully access the “Operations” section.
- Operations users cannot manage other users or roles and will see an access-denied message on restricted pages. API access is similarly restricted.
2.3 Agent Features
2.3.1 Ringtones
- Administrators can set default ringtones for incoming softphone tasks.
- Agents can select their own ringtones unless restricted by an administrator.
2.3.2 My Queues
- Administrators now have the ability to disable the My Queues toggle for agents to simplify queue management.
2.4 Admin Fixes
Custom Schedules
- Fixed crashes when searching schedules.
- Corrected the behaviour of multiple-date entries, ensuring the modal clears properly between additions.
Queue Wrap Codes
- Fixed issues preventing wrap codes from saving correctly for some queues.
- Fixed issues preventing wrap codes from saving correctly for some queues.
External Provisioning (SCIM)
- The "Created Users" count now accurately reflects active synced users.
- SCIM URLs now display correctly in the provisioning interface.
2.5 General Admin Updates
- Schedule Descriptions
Descriptions can now be added to schedule dates to easily identify their purpose. - Refreshed Tables
Improved performance for tables in User Management and Operational Parameters. Chat Analytics Model Update
The After Contact Work summarisation model has been updated:- Old: AI21 Labs' Jurassic
- New: Claude 3.5 Haiku
This update maintains accurate summarisation following the deprecation of the previous model.