Release Notes for all 2024 Q1 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).


2024 / 02 / 16

What's New

  1. New User Setting to control Customer Attributes section behavior after accepting an interaction

    • A new Leave Expanded After Accept setting is added to the Contact Attributes Fusion section, within the Universal CRM Integration group of the Symbee Connect User Template and User profile views in the Administration Portal.
    • The new setting controls whether the Customer Fusion Info section of the PRODUCT Name User/Agent UI (where Contact Attributes are displayed) remains expanded after the user accepts the interaction.
    • The following settings values are available: No, Voice Only, All Except Chat, and All. When set to No (the default) the UI section automatically reduces once the interaction is connected, but can be expanded by the user at any time after (the original behavior). The other options leave the section expanded until the user reduces by manually clicking, depending on the type of Interaction.
  2. New Attribute Highlighting feature added to the Symbee Connect User/Agent UI

    • New functionality is added to the Symbee Connect User/Agent UI to allow nominated Contact Attributes to be visually highlighted when displayed to the user in the Customer Fusion Info section of the UI.
    • Which Contact Attributes are highlighted, and how they are highlighted, is controlled by adding an optional additional sc_hilight_attributes Contact Attribute to the contact via Contact Flows. This means highlighting can be controlled on a contact-by-contact basis.
    • Options allow either the attribute Label, the Value, or Both to be highlighted.
    • Options allow the highlighting to be either: POSITIVE (highlighted in Green), NEUTRAL (highlighted in Blue), or NEGATIVE (highlighted in Red).
    • Refer to the Displaying Contact Attributes to the User/Agent Step by Step guide in the documentation for further details on setting this up.
  3. Symbee Connect Business Intelligence (SCBI) - Background Query Runner updates

    • The Background Query Runner is a no-coding-required Lambda function automatically deployed as part of the SCBI solution that can be used to perform scheduled recurring SCBI Athena data pulls for delivery to third-party systems (such as external reporting systems, WFM solutions, etc.).
    • The Background Query Runner is updated with additional options to allow:
      • Addition of a UTC date/time stamp in the filename of generated CSV files
      • An optional configurable CSV Column Header row
      • The Athena SQL Query statement to be saved and imported from an S3 bucket (to allow for SQL Query statements that are longer than the Amazon EventBridge payload maximum of 8192 bytes (8kb) ).

What's Fixed

  1. The Bulk Maintain User Settings screen in the Symbee Connect Administration Portal is updated to fix an issue where user settings for some hidden columns weren't always getting preserved on update.
  2. Symbee Connect Business Intelligence (SCBI) update to the maintenance/population of the User Names reference table used to add user friendly names into QuickSight Dashboards. Issue was occasionally causing some user's to appear twice on real-time Agent dashboards. (An SCBI CloudFormation download and Update is required to receive this fix)

What Else

  1. Search boxes are added to all Skill Queue selectors on the user Skill Queue Assignment screens and dialogs in the Symbee Connect Administration Portal, for better usability with Environments configured with many Skill Queues.
  2. Symbee Connect CRM Routed Email Channel updates to add further diagnostics to assist with customer troubleshooting.
  3. Enhancements made in the Symbee Connect User/Agent UI related to the background automatic connection recovery that occurs when a network connection loss is detected and recovered (more aggressive Agent State syncing).
  4. Symbee Connect Business Intelligence (SCBI) QuickSight Dashboard deployment screen updates to detect and allow deletion of custom Dashboards found to be incorrectly saved into the SCBI Managed Shared Folder in the customer's Amazon QuickSight account, that are not part of the set of out-the-box SCBI pre-defined dashboards.

Symbee Connect Business Intelligence (SCBI) Pre-defined Dashboard updates

The following SCBI pre-defined Dashboards (or related QuickSight Datasets) have received updates since the last release. To deploy updates to the Dashboards in your Amazon QuickSight environment, see here: Deploy the Managed/Pre-defined Amazon QuickSight Dashboards

Feature Integration CloudFormation Updates available

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


2024 / 02 / 03

What's New

  1. New Company Reporter administration user Role is added to Symbee Connect Administration Portal
    • When provisioning admin users in the the Symbee Connect Administration Portal, a new Company Reporter role is added as a role option
    • A Company Reporter, only has access to the QuickSight Real-time Dashboards option on the main Function Menu of the Administration Portal.

What's Fixed

  1. A minor update is made to the Symbee Connect Business Intelligence (SCBI) nightly background task runner that populates the Amazon Connect Routing Profile to Queues reference table in Athena/Glue (some Routing Profile to Queue relationships were missing from the reference table). (An SCBI CloudFormation download and Update is required to receive this fix)

What Else

  1. Symbee Connect User/Agent UI - updates to the main Directory Tool, and New Outbound control in the UI, to limit which Amazon Connect Quick Connects are shown to be inline with the out-the-box Amazon Connect CCP, and to show External Phone Number Quick Connects (for new outbound calls) when a user is active on an Amazon Connect delivered Chat or Task.

Feature Integration CloudFormation Updates available

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


2024 / 01 / 27

What's New

  1. Updates to Symbee Connect Customer Facing Webchat for QuickReply (Connect / Lex Interactive Messages)

    • The Symbee Connect customer-facing Webchat client, when configured to use Amazon Delivery, now supports the Quick Reply display template (Connect Lex Interaction Messages). Refer here for further details on setting up Interactive Messages within Connect and Lex.
    • For reference, the following Amazon Connect interactive message display templates are supported:
      • List Picker
      • Panel
      • Quick Reply
  2. Symbee Connect User/Agent UI WebChat Interaction Updates

    • Adding support for the Quick Reply display template (Connect Lex Interaction Messages) on Amazon Delivered Chat interactions.
    • Adding support for receiving chat transcript history for Amazon Connect Persistent Chat use-cases.
    • Adding support for display of Markdown formatted chat message content (ContentType: 'text/markdown') received by the agent.
  3. Symbee Connect Business Intelligence (SCBI) QuickSight Dashboard deployment screen usability updates

    • Realtime progress bar added to the long-running Discover Available Reports action
    • Progress also added to the Install updates action when deploying many Dashboard updates
    • Adding Quick Select action buttons

What's Fixed

  1. Symbee Connect Interaction Search - update to address issue where Interactions stopped updating in the Interaction Search page. (An Interaction Search CloudFormation download and Update is required to receive this fix)
  2. Symbee Connect Work Codes / Preview Channel - update to permanently address obscure issue where some user's were occasionally not getting presented the expected Work Codes to pick from during Wrap of Preview Channel Tasks.
  3. Symbee Connect User/Agent UI - update to fix issue where Amazon Delivered chat transfers received by an agent, with long chat-transcript history weren't always receiving the entire history.
  4. Symbee Connect Business Intelligence (SCBI) fix to resolve issue where user friendly name fields (User FirstName, LastName) were sometimes getting displayed as 'null' in some Amazon QuickSight Dashboards. (An SCBI CloudFormation download and Update is required to receive this fix)

What Else

  1. Symbee Connect Customer Facing Webchat - for Connect Interactive messages - the UI behavior is changed to automatically hide any Interactive Message panels/buttons once the customer has completed the interaction with that message.
  2. Symbee Connect User/Agent UI WebChat Interaction update to expand the list of Quick Connects available to the agent when transferring an Amazon Delivered Chat, to match the same Quick Connect list the out-the-box CCP offers.
  3. Symbee Connect WebChat - supportability updates.
  4. Symbee Connect Microsoft Dynamics Plugin - supportability updates.
  5. Symbee Connect Business Intelligence (SCBI) - Predefined Report/Dashboard updates for better performance
    • All Current Day reports have been updated to switch the Filters/Controls that contain drop-down selection lists, to use the equivalent SPICE based datasets to populate the controls.
    • Updates result in a much quicker Dashboard load, and ensure the lists populated in the drop-downs are always based on current/recent data.

Feature Integration CloudFormation Updates available

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


2024 / 01 / 22

What's Fixed

  1. Business Intelligence - Update to accurately categorize Symbee Connect delivered WebChat Abandons in predefined reports/dashboards. (An SCBI CloudFormation download and Update is required to receive this fix).

What Else

  1. Business Intelligence - Update to exclude RONA (Redirect On No Accept) activity for Symbee Connect delivered Interactions (ITR's) from all SCBI predefined Integrated Current Day and Historical reports/dashboards, to match equivalent Amazon Connect CTR behavior, for better alignment in integrated/combined reports/dashboards. (An SCBI CloudFormation download and Update is required to receive this fix).

Feature Integration CloudFormation Updates available

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


2024 / 01 / 05

What's New

  1. Business Intelligence - Routing Profile filter added to Real-time Agents Dashboards
    • User associated Routing Profile reference table is added to the Glue/Athena database and updated via a scheduled AWS EventBridge rule
    • User Routing Profile is added to the Real-time Agents dataset in QuickSight, and is now available for usage in any real-time agent dashboard
    • Routing Profile control/filter is added to predefined Real-time Agents dashboard
    • An SCBI CloudFormation download and Update is required to receive this new functionality

What's Fixed

  1. Update to address issue with Symbee Connect delivered webchat, where agents would occasionally see a Communication Error message when receiving a webchat transferred between queues.
  2. Business Intelligence - fix for intermittent missing user friendly-name values on real-time agent reports/dashboards. (An SCBI CloudFormation download and Update is required to receive this fix).

What Else

  1. Symbee Connect delivered webchat performance improvements.
  2. Fix for character-set issue with Symbee Connect Interaction Trace Records (ITR's)
  3. Business Intelligence - update to all QuickSight predefined reports/dashboards that have Interval breakdown tabs, to use Contact/Interaction Initiation Time rather than Disconnect Time to determine which Interval the contact/interaction is reported in. Previous interval behavior was reporting accurately, however this update is made to match interval bucketing behavior in Amazon Connect out-the-box reporting.

Feature Integration CloudFormation Updates available

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


2024 / 01 / 01

What Else

  1. Infrastructure upgrades and updates (Amazon Linux upgrade)