Release Notes for all 2023 Q2 Updates

All releases listed are deployed to all Symbee Connect Regions globally. Each release begins deployment in US Virginia (us-east-1) region first, and then progresses to all other regions globally over the course of approximately 48 hours.

The release dates below mark the date of the release deployment into the first region (us-east-1).

2023 / 06 / 26

What's New

  1. Overall Enhancements to User Management including Symbee Connect Users and Amazon Connect User Integration

    • The overall intent of these enhancements is to allow full management of your user population from the Symbee Connect Administration Portal, rather than having to switch between the Symbee Connect Portal and the Amazon Connect Console to manage your users. Additionally features are added to allow easier support of large user populations (2000-3000+ users and above).
    • All User management related views in the Symbee Connect portal have been updated to support full management of all Amazon Connect User settings, including First and Last name, Email addresses, Routing Profile, Security Profiles, and User Hierarchy assignments, and Auto-Accept and ACW timer settings.
    • Common Amazon Connect User related settings, including Routing Profile Assignment, Security Profiles assignment, Auto-Accept, and User Hierarchies can now (optionally) be managed using Symbee Connect User Templates, and bulk User Template Applies. Essentially, Amazon Connect User settings can be treated the same way all other User settings are treated if you choose, when setting up Symbee Connect User Templates, and applying or re-applying your User Templates to groups of users.
    • Last Login time is now tracked and shown on all User listing screens to allow you to easily identify old and no longer used Users for cleanup.
    • Lists of your user population can now be exported (to CSV) to assist in further user management, cleanup, and auditing activities.
    • All long-running activities are now moved to be background tasks - with the progress of your currently active tasks now showing at the top of the views. A background task can be cancelled at any time, and will continue in the background if the Administrator logs out and back in.
    • These enhancements required further IAM-controlled access to the newer Amazon Connect API's of your Amazon Connect instances related to User Management functions. As a result, updates to the Symbee Connect Amazon Connect Management and Real-time Statistics CloudFormation have been made for this. You will need to download the latest version of this CloudFormation from the Symbee Connect Administration Portal Feature Integrations (AWS CloudFormations) page, and run an update on your installed CloudFormation stack. Refer to instruction links below.

  2. Symbee Connect User Listing views enhancements

    • When Amazon Connect User Integration is enabled, a new Resync Users with Amazon Connect button is available. This performs a synchronization of all Amazon Connect related user fields (names, email addresses, selected routing profile, security groups, hierarchy, etc.) with the respective values in your Amazon Connect instance, and catches any changes made to users directly via the Amazon Connect Console.
      • Please note, this action may take a while to complete if you have a large user population, due to Amazon Connect API throttling. Current progress will show at the top of the screen.
    • Pagination is added (but can be set to the old-style Show All if needed) for large user populations. All Search and Sort features still act on the entire user population, not just users visible on the current page.
    • A secondary Search filter field is added to support enhanced 'AND' style searching. For example, use the first search filter to initially limit the view to a described set of users, then use the second search filter to further limit the results as needed.
    • A new Assign Routing Profile action button is added (if Amazon Connect User Management Integration is enabled) that allows a Routing Profile assignment change to be made from the Symbee Connect Administration Portal to all the selected users.
    • A new Assign User Hierarchy action button is added (if Amazon Connect User Management Integration is enabled) that allows a User Hierarchy assignment change to be made from the Symbee Connect Administration Portal to all the selected users.
    • A visible columns option is added (top-right in the table toolbar) to optionally add additional columns to the listing views that may be helpful when performing user management functions.
    • An Export option is added (top-right in the table toolbar) to allow exporting the complete user population list to .CSV file for further manipulation in tools like Excel and Sheets.
    • User Last Login time is added to the user list views, and shows the Last time the user logged in using the Symbee Connect User/Agent UI. The Login Time is displayed in your local time zone. If the value of this time reads as 'Unknown', it means we don't know the last login time, as the user hasn't logged in since 2023-06-26.

  3. Symbee Connect Add and Import Users view

    • View has been redesigned to better support bulk imports, assignment of multiple Amazon Connect Security Profiles to a user, and is updated to allow population of the new Amazon Connect User fields now available.
    • Updates made to better handle creation of Users in Amazon Connect when the Amazon Connect instance is configured with the Existing Directory (e.g. Active Directory) option.

  4. Symbee Connect Bulk Maintain User Settings view enhancements

    • View has been redesigned to support updates of all settings on a User profile that can't be set and managed with a User Template Apply (i.e. all fields that contain values specific to each user)
    • Use the new Columns button (top-right in the table toolbar) to control which columns are visible for updates.

  5. Symbee Connect Individual User Maintenance view updates

    • A new Amazon Connect User Settings section has been added, located under the AWS Integration group. If this section is not visible, please make sure you have run the update on the latest Symbee Connect Amazon Connect Management and Real-time Statistics CloudFormation.
    • The new section allows updating of all editable fields on the backing User in Amazon Connect.
    • Like all other new features, use of this section is optional. Check the Allow Updates to Amazon Connect User check-box at the top of this section to enable the behavior. Without this box checked, the fields will show current values in Amazon Connect, but updates to the fields will not be made back in Amazon Connect. This is by design. This setting is also available at a User Template level and can by bulk enabled on all users via an appropriate Template Apply action.

  6. Symbee Connect User Template updates

    • Like the Individual User Maintenance view, a new Amazon Connect User Settings section has been added to the User Template, located under the AWS Integration group. If this section is not visible, please make sure you have run the update on the latest Symbee Connect Amazon Connect Management and Real-time Statistics CloudFormation.
    • The new section allows you to control which editable fields on the backing Users in Amazon Connect will get updated when a Template Apply action is performed.
    • Check the Allow Updates to Amazon Connect User check-box at the top of this section to enable updating of the backing User in Amazon Connect.
    • Updates to user Routing Profile, Security Profiles, and User Hierarchy assignment on the backing Amazon Connect users are all optional, even when the Allow Updates to Amazon Connect User check-box is enabled. On the User Template:
      • If a Routing Profile is set, each template apply will update the Routing Profile for those users in Amazon Connect. If no Routing Profile is set, a template apply will not change any existing Routing Profile set on users in Amazon Connect.
      • If Security Profiles are set, a template apply updates the Security Profiles for those users in Amazon Connect. If no Security Profiles are set, a template apply makes no changes to Security Profiles assignments in Amazon Connect.
      • If a User Hierarchy is set, a template apply updates the Hierarchy assigned for those users in Amazon Connect. If no User Hierarchy is set, a template apply makes no changes to Hierarchy assignments in Amazon Connect.

  7. Enhancements to Flow Control Table content import options and behavior

    • A new Import behavior (for matching records) option is added to the Import Rows from CSV dialog on the Flow Table Content view. This controls how import file rows that match rows already present in your Flow table are handled. There are two options:

      • Reject rows in the file that already exist in the table (based on keys). This is the default, and original behavior.
      • Update values for rows that already exist in the table (based on keys)

    • A new Dry Run? option (checkbox) is added to the Import Rows from CSV dialog. If checked, no updates will be performed, but the file will be validated with the results displayed as if an update was being performed.

    • All file import processing is now performed as a background task. Current progress shows at the top of the view.

    • You can now import a file with only a subset of the columns in the table for update. The import file still needs all the Key columns (to identify which row to be updated), but can now include a lesser set of attribute columns, which will result in only the values for the columns present in the file being updated. Values for other columns in each row will remain unchanged.

  8. Updates to the Symbee Connect User/Agent UI - Last Login time

    • Updates made to capture and set the Last Login Time on the User's profile each time a user logs in using the Symbee Connect User/Agent UI. The Last Login time is visible in Administration Portal User List screens, and part of a User List export.

  9. Symbee Connect Email Channel - New Auto-Park on Email Arrival option

    • When using Inbound Routing Rules with the Email Standard channel, a new PARK action is now available on the View/Modify Routing Rule dialog.
    • Previously, when configuring Inbound Routing Rules, if the inbound email matched the configured rule, you could take an action of either ROUTE (to a specified Skill Queue) or STOP.
    • You now have the additional action option of PARK (to a specified Parking Area). If an inbound email matches a configured rule that is set to PARK, the inbound email will be immediately auto-parked in the specified Parking Area.
    • A configured Skill Queue is still needed for a rule set with the PARK action, as standard Parking behavior still applies - an auto-parked email will get requeued if it has not been manually unparked by an agent prior to the configured Parking Area expiry time.

What's Fixed

  1. Updates to correct the ordering of Chat messages within Chat Transcripts displayed through the Symbee Connect Interaction Search screen.
  2. Fix for Idle Webchat Timeout behavior when running Webchat in Amazon Delivered mode, and when the new SNS Topic/SQS Queue chat messaging mode is configured. In this configuration, there were some scenarios where the idle timeout behavior didn't fire correctly.
  3. Symbee Connect Preview Channel update, to fix an issue where selected Work Codes were not being captured if they were set by the user on the User/Agent UI without completing the Preview task, and then the Task gets auto-completed as the result of timed Auto Wrap.

What Else

  1. Symbee Connect Email Channel - the email history header in email content sent back out to customer has been updated to allow full email address (from:, to: and cc:) to be preserved when viewing the email history in an external Email client. (In some cases, depending on the Email client, and Email Address format, sometimes only the Email address's display name was visible).
  2. Change History entries for modifications made to Flow Control Table definitions are added, and more detail is added to the existing Change History entries for Flow Control Table content updates.
  3. Change History entries for User/Agent Profile maintenance actions performed via the Symbee Connect Administration Portal have been updated with detail about the updates made.

Feature Integration CloudFormation Updates available

(Refer here for additional guidance on applying our CloudFormation updates).

2023 / 04 / 20

What's New

N/A.

What's Fixed

  1. A fix to the Symbee Connect User/Agent UI to correct an issue seen when making unsolicited outbound emails while in an Unavailable state, when you have your Multiple Task Handling Assignment behavior set to Amazon Connect over Symbee only. In this situation, the outbound email was allowing incoming voice calls to be let in.
  2. Update to the Optimize IAM policies to correct 404 errors issue seen when running the older V1 Symbee Connect Reporting.
  3. You will need to download and run an update on the Optimize CloudFormation to receive this fix. Only required if you are using Optimize Evaluations and the older V1 Reporting.

What Else

  1. Stability updates related to issues experienced in the us-east-1 region. Updates applied to all regions.
  2. Monitoring updates.
  3. Performance enhancements for Flow Control table maintenance to cater for large complex Flow Tables.

Feature Integration CloudFormation Updates available

(Refer here for additional guidance on applying our CloudFormation updates).