Release Notes for all 2024 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).


2024 / 05 / 16

What's New

  1. Symbee Connect Standard Email Channel - route inbound email to last responding agent

    • New feature allows you to optionally set default routing of inbound emails associated with a previous conversation back to the same agent that last responded to the email conversation (or for an unsolicited outbound email, the originating agent).
    • An optional new Email Return To Preferred Agent setting is added within the Inbound Email Routing section on each Standard Email Configuration within the Symbee Connect Administration Portal.
    • For details on the characteristics and behavior of this feature, refer to the documentation section here: Email Preferred Agent (or Return to Agent) Routing.
  2. New fully-customizable Roles Based Access is added to the Symbee Connect Administration Portal

    • Previously, access permissions for administration users was governed by six predefined roles (Administrator, Operator, Supervisor, Reporter, Optimize Administrator, and Evaluator) but the makeup of those roles was not configurable.
    • This is replaced with a new set of Security Roles screens, accessed from the Company menu (the left button on the top navigation bar), and selecting Administration Users from the drop-down menu.
    • By default the same six roles previously available are preconfigured (Administrator being the highest level, and providing access to everything).
    • With the exception of the Administrator role, all other roles are fully customizable and can be modified, renamed, duplicated to provide additional or different roles, or can be completely deleted to meet your access control requirements.
    • Administration Users can now be assigned with either one or multiple roles. When a user is assigned multiple security roles, the user is allowed to see and do the super-set of all functions and actions configured on each assigned role.
    • For further details, refer to the documentation section here: Administration User Security Roles.
  3. Symbee Connect Business Intelligence (SCBI) - Multi-level Embedded Dashboard Access

    • The QuickSight Real-time Dashboards option within the main Function Menu of the Symbee Connect Administration Portal is updated to support a dynamic list of QuickSight Dashboards offered to the user for opening embedded within the Administration Portal.
    • Previously the list of dashboards available to open was all dashboards in your QuickSight instance. The new behavior limits the list to only those the QuickSight User (configured in the Default Embedding QuickSight User setting at your Company Environment level) currently has access to.
    • The Default Embedding QuickSight User can then be overridden at a Symbee Connect Security Role level, to allow different groups of administration users to be limited to open different sets of QuickSight dashboards.

What's Fixed

  1. Symbee Connect User / Agent UI updates to address an edge case race-condition where an agent could unintentionally end up being left in the Non Voice Work agent status (when configured for Omnichannel) when attempting to pend unavailable.

What Else

  1. Update to the SCBI QuickSight Reports Deployment in the Symbee Connect Administration Portal, to reduce the number of SPICE Dataset refreshes invoked in QuickSight when multiple Dashboards that use the same set of Datasets are selected for install or update.
  2. Update to Symbee Connect Flow Control Points to increase the allowed length of a Flow Point value (to 2000 characters).
  3. Performance updates in the User/Agent UI to reduce the number of Amazon Connect agent state changes performed in normal use-cases.
  4. Symbee Connect Interaction Search scalability updates.
  5. Security updates.

Feature Integration CloudFormation Updates available

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


2024 / 04 / 23

What Else


2024 / 04 / 06

What's Fixed

  1. Symbee Connect Email Channel updates:
    • Update to ensure Subject is always populated on Interaction Trace Records for inbound Emails that are delivered and accepted by agents, but do not result in an outbound response back to the customer.
    • Update is to ensure the Email Subject line for this scenario is searchable in the Interaction Search view of the Symbee Connect Administration Portal.

What Else

  1. Symbee Connect Business Intelligence (SCBI) performance and efficiency updates to Background Query runner tasks used to populate the User Names and Routing Profile reference tables. (An SCBI CloudFormation download and Update is required to receive this fix)

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).