Release Notes for all 2024 Q3 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 / 09 / 22

What's Fixed

  1. Update to address issue where summary details for emails with a far-end email address longer than 255 characters were not getting pulled into Amazon Athena tables, SCBI Dashboards, and Symbee Connect Interaction Search
  2. Update to address rare situations where a user/agent was occasionally getting put into the Missed state without seeing the alert for the incoming Amazon Delivered contact.
  3. Update to the Symbee Connect Email Channel CloudFormations to address duplicate Lambda variables causing recent AWS CloudFormation validation errors to reject the CloudFormation template load.

What Else

  1. Added option to Download Logs directly on to the "Lost Communication with Amazon Connect" error dialog to allow easier capture of logs from user/agents to troubleshoot root cause of connection issues.
  2. Internal automated alarm monitoring updates.

Feature Integration CloudFormation Updates available

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

  • Email Channel CloudFormation (s) both VPC attached and non-VPC

    • See note 3 in What's Fixed above.

2024 / 09 / 09

What's Fixed

  1. Fix to address issue where some SCBI Dashboards were not able to be deployed after the earlier Java 21 upgrade.

What Else

  1. Performance improvements to the new Amazon Connect Evaluations SCBI related tables, datasets, and QuickSight Dashboards.
  2. Updates to have User/Agent friendly names added/available for display on the new Amazon Connect Evaluations SCBI related QuickSight Dashboards.

Feature Integration CloudFormation Updates available

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

  • Symbee Connect Business Intelligence with QuickSight CloudFormation
    • Updates related to adding User/Agent friendly names and performance improvements to the Amazon Connect Evaluations views

2024 / 08 / 28

The most important part of this release was a significant internal update focusing on performance improvements, security, improved scalability as our usage grows, and AWS SDK version upgrades. Additional other customer facing updates in this release are documented in the usual approach below.

What's New

  1. Inclusion of Amazon Connect Agent Evaluation data into Symbee Connect Business Intelligence (SCBI)

    • Similar to existing visibility of Symbee Connect Optimize Evaluation based data already in Amazon QuickSight through SCBI, Amazon Connect Agent Evaluation based data has now also been added into the SCBI model and is available out-the-box in QuickSight.
    • Two new optional input parameters are added to the SCBI CloudFormation to allow configuration of the S3 bucket and path prefix where your Amazon Connect Agent Evaluation data is being stored. The Athena data model, and collection pipeline associated with Connect Agent Evaluations are only deployed and enabled if these parameters are set.
    • All new Connect Evaluations made once you have enabled the above settings in the CloudFormation will become available in the SCBI QuickSight dashboards. Migration of historical Connect Agent Evaluation data is not supported at this time.
    • An SCBI CloudFormation download and Update is required to receive these updates.

  2. Inclusion of additional Amazon Connect CTR fields into Symbee Connect Business Intelligence (SCBI)

    • New fields added by AWS to the Amazon Connect Contact Trace Record (CTR) have been added to the SCBI CTR Athena data models and collection pipelines and are therefore available to report on in Amazon QuickSight.
    • New CTR fields added (see Amazon Connect CTR model documentation for what each of these fields contain):
      • agent_deviceinfo_operatingsystem
      • agent_deviceinfo_platformname
      • agent_deviceinfo_platformversion
      • qualitymetrics_agent_audio_issues
      • qualitymetrics_agent_audio_qualityscore
      • routingcriteria
      • segmentattributes
      • tags
    • For easier use in QuickSight dashboards, the following additional derived fields have also been added to the CTR related SCBI Athena views for the Connect Agent Proficiency based routing related information added to the CTR:
      • is_routingcriteria_candidate
      • is_routingcriteria_routed
      • is_routingcriteria_expired

  3. Updates to Symbee Connect Do Not Call (DNC) list management

    • Usability updates to Do Not Call lists management view in the Symbee Connect Administration Portal.
    • New DNC lists can now be added from the Administration Portal without requiring the upload/import of an initial list of phone numbers via CSV before the list is usable. The ability to upload/import data via CSV is still available.
    • Each DNC list now has an (optional) configurable expiry number of days that applies to all entries in that list. Entries are automatically removed from the list after the set number of days. Setting the expiry to 0 days (the default) continues the current functionality of entries never being removed, unless deleted manually through the Administration Portal.
    • Additional metadata for DNC entries added either ad-hoc during calls by agents, or manually added by administrators through the portal is now displayed on the DNC list contents view. The following is captured: type of user adding the entry (agent or admin); the user id; date/time the entry was added; whether added via the User/Agent UI or the Administration Portal.
    • A Do Not Call CloudFormation download and Update is required to be able to use these new updates.

  4. Change in behavior for Symbee Connect Email Channel - agent abandoned emails

    • Behavior has been updated in the scenario when an agent closes or signs-out of the Symbee Connect User/Agent UI and has active Inbound Emails still open and not closed out/completed. Previously these emails were considered Delivered, and automatically closed out during application close.
    • The new behavior no longer automatically closes emails on application close/sign-out and leaves them in a state of delivered. Any email in a state of delivered for longer than 8 hours will be requeued for delivery to another agent.

What's Fixed

  1. Fix for an issue where the Copy Chat Transcript button (when enabled for the user) on the Symbee Connect User/Agent UI was sometimes being hidden from the user during Wrap state of a chat-based interaction.

What Else

  1. Update to SCBI Athena views to work-around Amazon QuickSight SPICE based dataset refreshes that started failing for large-volume customers after the recent rollout of an Amazon Athena update by AWS. (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/Predefined Amazon QuickSight Dashboards

  • The following new SCBI predefined Dashboards are available for deployment related to analysis of the new Amazon Connect Agent Evaluation data (An SCBI CloudFormation download and Update is required for these dashboards to install and function):

    • Amazon Connect / Amazon Connect Evaluations Reports / Current Day Connect Evaluations Summary
    • Amazon Connect / Amazon Connect Evaluations Reports / Historical Connect Evaluations Summary

  • Integrated / Optimize Evaluation Reports / Historical Evaluations Summary dashboard - new Evaluator Activity tab/sheet is added, and additional columns added to the existing Agent Performance and Evaluation Details tabs.

  • Integrated / Optimize Evaluation Reports / Historical Evaluations Summary dashboard - new dashboard added.

Feature Integration CloudFormation Updates available

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

  • Do Not Call CloudFormation
    • DynamoDB Table configuration updates, and Lambda updates to support new and updated DNC functionality in this release

All Symbee Connect CloudFormations that deploy Java-based Lambda's are updated to use the Java 21 (Corretto) AWS Lambda runtime environment. Includes the following CloudFormations:

  • Email Channel CloudFormation (s) both VPC attached and non-VPC
  • Interaction Search CloudFormation
  • NetSuite CloudFormation
  • Optimize CloudFormation
  • Pause/Resume CloudFormation
  • Amazon Pinpoint SMS CloudFormation
  • Preview Dial CloudFormation
  • Voicemail and Direct Dialing CloudFormation
  • Salesforce CloudFormation
  • Clio CRM CloudFormation
  • Zendesk CloudFormation
  • Zoho CloudFormation