Release Notes for all 2024 Q4 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 / 12 / 01

What Else

  1. Performance improvements to the Skill Queues and Skill Assignment views in the Symbee Connect Administration Portal better usability.

  2. The Symbee Connect Generic Routed Email API has a minor update to return a more informative response message in the sendRoutedEmail request response when the specified ownerId has not been configured in Symbee Connect.

  3. Internal automated alarm monitoring updates.

2024 / 11 / 17

What's New

  1. Symbee Connect User Hierarchy module views redesigned in the Administration Portal
    • The User Hierarchy views, accessed from the User Hierarchy option in the main Function Menu of the Symbee Connect Administration portal have been redesigned for better usability.
    • Views are added to depict the configured User Hierarchy in a tree style layout, allowing hierarchy user groups to be moved/relocated within the Hierarchy tree (including all users assigned to the group, and all/any lower-level group structure).
    • Two views are added to show current hierarchy user group assignment and search in both tree and list styles, depending on whether you are wanting to make individual one-off user assignment changes, or user assignment updates in bulk.
  2. Symbee Connect Pause and Resume recording feature updates
    • All Symbee Connect Pause and Resume functionality is transitioned to use the Amazon Connect Suspend and Resume Contact Recording API's to support all Symbee Connect pause/resume features being used when Amazon Connect Screen Recording is in use.
    • Includes the optional pause/resume UI button, pause auto-timeout and warning indicators, and auto pause/resume on web-form nominated sensitive field features delivered through the Symbee Google Browser Extension.
    • All Symbee Connect Pause and Resume functionality can now be used with either Symbee Connect Optimize Screen Recording (which already supported this) or with Amazon Connect Screen Recording.
    • A new Pause and Resume Version Company/Environment setting is added under the Optimize Configuration section of the Symbee Connect Integration view in the Administration Portal. The Amazon Connect service Suspend and Resume Contact Recording API's are used when this version is set to V2.
    • The previous Pause/Resume CloudFormation is now deprecated and is no longer needed once you have your Pause and Resume Version (see above) set to V2. Note: the CloudFormation is still needed while running with V1 - the Pause/Resume CloudFormation stack can then be deleted and removed from you AWS account once you have transitioned to V2.
  3. Symbee Connect Optimize Screen Recording feature updates
    • The Symbee Connect Screen Recording Windows software client is updated to support screen recording of up to two (2) screens. The latest Symbee Connect Screen Recording Windows Installer is needed to receive this update.
    • To better support a less-intrusive silent installation of the Symbee Connect Screen Recording software, a new Force User to install latest Screen Recorder client version Company/Environment setting is added under the Optimize Configuration section of the Symbee Connect Integration view in the Administration Portal.
    • By default the new Force install setting is intentionally not enabled. This setting controls the behavior for the Symbee Connect User/Agent UI when a new version of the Symbee Screen Recording software becomes available (such as with this release):
      • When Force install is disabled, screen recording enabled users with a previous screen recorder version installed will get a red warning notification reading "Screen Record is out of date" during login which will automatically dismiss after 5 seconds. The older version will continue to record. If users do not already have the previous version installed, they will get a download link for the latest Screen Recorder install. If the latest version is already installed, login will complete silently.
      • When Force install is enabled (checked), screen recording enabled users with a previous screen recorder version installed will get blocked during login, and prompted with a download link to the latest Symbee Connect Screen Recorder software. If the latest version is already installed, login will complete silently (i.e. the old behavior).

What's Fixed

  1. Symbee Connect Interaction Search is updated to fix an issue where some Amazon Connect CTR's (Contact Trace Records) were not visible in the Symbee Connect Administration Portal Interaction Search view when some (isolated) JSON-breaking Unicode characters were present in the values of Contact Attributes in the CTR. An Interaction Search CloudFormation download and Update is required to receive this fix.
  2. Symbee Connect Audit History is updated to fix an issue where manual updates to DNC (Do Not Call) lists were not being recorded in the Audit History.
  3. A fix for the Modify button on the User listing views in User Administration of the Symbee Connect Administration Portal.

What Else

  1. The Symbee Connect Standard Email Channel is updated with additional protection for Out-of-Office / Auto-Response loops if far-end Email gateways do not properly honor the Auto-Response / Out of Office rules correctly.
  2. Performance Improvements to User Administration in the Symbee Connect Administration Portal to reduce the time taken to perform an update or Template Re-Apply on a User profile.
  3. Performance Improvements to the servicing of CRM Routed Email channel Interactions in the Symbee Connect User/Agent UI.
  4. More internal updates related to capturing global feature usage by customer/region.

Feature Integration CloudFormation Updates available

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

  • **Interaction Search CloudFormation **

    • Updates to fix isolated JSON-breaking Unicode characters in CTR Attribute values. (See 1 in What's Fixed above).
    • Updated IAM policies related to V2 DynamoDB table access.

2024 / 10 / 23

What's Fixed

  1. Update to the Symbee Connect User/Agent UI chat interaction panel, to address an issue where Amazon Delivered webchats were sometimes not allowing the user to type and send responses once the chat is delivered/connected. (Handling for an amazon-chat js library issue where the Connecting event gets repeatedly sent late after the Connected event is already been delivered).

What Else

  1. A Symbee Connect User/Agent UI update to address an issue starting to be experienced by some users as a result of the latest Google Chrome version 130 slowly being rolled out to user desktops. User's updating to Chrome v130 were sometimes experiencing issues with the Work Codes panel not listing all the allowed Work Codes available to pick from in the UI.

2024 / 10 / 16 through 2024 / 10 / 27

What's New

  1. Symbee Connect User/Agent UI auto sign-in URL query-string option
    • This option is intended for use when the Symbee Connect User/Agent UI is being used embedded (framed) in a CRM page (such as Salesforce, ServiceNow, Zendesk, MS Dynamics, etc, or in a home-grown custom CRM web-page).
    • The Symbee Connect User/Agent UI is updated to support the presence of the '?autosignin=yes' query-string parameter being added to the Symbee Connect User/Agent UI access URL.
    • When the 'autosignin=yes' parameter is present, the UI auto-clicks the Sign-In link on behalf of the user as soon as the UI is launched.

What Else

  1. Scheduled maintenance across all service regions between 2024-10-16 and 2024-10-27 for maintenance and expansion.
  2. More internal updates related to capturing global feature usage by customer/region.

Feature Integration CloudFormation Updates available

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

  • Interaction Search CloudFormation
    • Updates to set reasonable default values for CloudFormation Input Parameters with migrating from Interaction Search Version 1 to Version 2.

2024 / 10 / 11

What's Fixed

  1. Symbee Connect CRM Routed Email Channel updates to address a rare issue where occasionally the details of a CRM Routed Email task do not get displayed on delivery of the task to the Symbee Connect User/Agent UI.

What Else

  1. Internal updates related to capturing global feature usage by customer/region.
  2. Internal automated alarm monitoring updates.

2024 / 10 / 05

What's Fixed

  1. Updates to Hours of Operation to protect from and handle edge case where a Schedule is created, all hour entries are removed from the schedule, no new entries added, and Schedule still being used in Contact Flows.

What Else

  1. Internal changes to address AWS Compute and infrastructure updates, new features, and deprecations.
  2. Internal updates related to capturing global feature usage by customer/region.
  3. Internal automated alarm monitoring updates.