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November 2025


Released

Agent Assist v1.0.2

  • A hotfix was implemented to address Voice Biometrics functionality outage of Agent Middleware caused by full asynchronous executor pools. The solution ensures proper lock handling with timeouts and guarantees all locks are released appropriately to prevent future blocking.

Agent Assist v1.0.4

  • Fix to ensure that all newly created business flows use the precise, intended identifier (flowapp_id), thereby eliminating potential process inconsistencies and securing accurate business flow execution.

  • Configuration issue was addressed that was causing the system to build business flows using an incorrect, default environment identifier (Sandbox flowappId).

  • Core backend optimization to ensure that ASR resources are immediately and efficiently released upon the termination of a session.

Console v1.19.0

Added 

  • Mark all read feature to notifications

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  • Copilot support 2025-11-25_12-47-52.png

  • Additional Legal agreement in Terms and Conditions

Changed

  • Renamed CIP Learning to Partner Resource Hub

  • Renamed Settings to UI Settings

Fixed

  •  Number of security updates

Environments Manager v1.24.0

Added

  • Asynchronous application exports: Previously, exporting an application was a synchronous process which was leading to time-outs in cases of large applications. Now the user clicks on “export” in order to start the process, which takes place asynchronously in the background, and is informed regarding its success/failure through an OCP notification.

  • The View Applications page is now paginated, so that not all apps are loaded each time. This is a quality of life improvement since it leads to faster loading times.

  • On the Variable Collections page, when the user wanted to filter with a specific application name, or with a specific group, the options presented to them were all applications and groups that they have access to, regardless of whether they have variable collections associated with them. This has been fixed now so that out of all the applications and groups they have access to, only the ones which actually have variable collections associated with them are displayed.

Fixed

  • Fixed import failure for miniApps with the same name: It is possible to have two miniApps with the same name, but with different type within an application. If this was the case, the exports were taking place successfully, but the imports were failing.

  • Fixed issue with Redis Connectivity: In cases of maintenance, fallback in the infrastructure etc. on the AWS side, Environments Manager appears to connect to the reader endpoint instead of the primary endpoint, due to having cached a node, which changed from master to reader behind the scenes.

  • Added support for the new Agentic type of applications introduced on the Orchestrator side.

  • Security and Maintenance Updates

IAM v3.9.0

Added 

Fixed

  • Security updates

miniApps v2.38.0

Added

  • New supported locale for miniApps (Supported Languages table)

    • Introduce the French (fr-FR) locale miniApps

    • Support Australian (en-AU) CorpusCollection miniApp

    • Support English-Canadian (en-CA) Date miniApp

  • Intent Announcement: Improve Handling for Same-Intent

  • Improve ASR Adaptation: Auto-Populate Custom Grammar Field in miniApps. When you link an NLU model with a trained ASR grammar to an Intent MiniApp, the system now automatically fills the ASR “Custom Grammar” field with the correct grammar ID

  • Improve the miniApps' Resilience to Caching Failures

  • Allow dynamic values in live agent base URL field of Salesforce configuration

  • WebService miniApps now ignore dynamic values in the request body when using the GET method, making GET requests more reliable

  • A new configuration option called Agent connected message has been added to the Salesforce Webchat configuration transfer module, allowing user to customize the message shown when an agent connects

Fixed

  • Global ASR timeout on re-ask

Orchestrator v1.31.0

Added 

  • Display full Field/miniApp name on hover

Fixed

  • Space bar not allowed in field values

  • Wrong target selection with lower priority than expected

  • Issue affecting log result when calls were terminated by the caller (FAR_HUP)

  • Conditions configuration modal is not disabled when not fully configured

Voice Biometrics v1.15.4

  • An update was deployed to ensure full operational compatibility with recent changes to the GENESYS call flow procedure, specifically addressing the mechanism for stream pausing and resumption during call initiation. This resolves an issue where session identifiers were incorrectly tracked, guaranteeing the accurate and consistent performance of verification processes at the beginning of all calls.

To be released

AGI Connector 4.20.0

Stability improvements

  • Streamlined NICE Integration for Speed and Simplicity

  • More Resilient Error Handling

Analytics November

Updated Components

  • Metrics API v4.0.0

  • Export Service v1.10

  • Insights UI v1.23.0

  • SnowFlake v1.6.0

Added

  • Agent Assist Integration in Monitor 

  • Export Service Subscription Update 

  • Billing Integration 

  • Filtering in Insights UI Between Group and Exports 

  • Minor Updates in Optimise IQ 

  • Support Backend for Metrics (Snowflake and Metrics API) 

Chat Widget v2.36.0

New

  • Minimized Chat Alert Flashing Notification: Implemented a configurable visual pulsing notification on the chat bubble when a new message is received while the widget is minimized.

UX/Accessibility

  • The animation stops immediately upon maximizing the widget.

    • Designed to be WCAG 2.1 compliant (safe refresh rate) and consistent with the existing unread message badge.

Encryption Service v2.2.2

  • Security updates

Liveness Detections v5.2.0

TBD

Pathfinder v1.7.0

Added

  • Support for Offline RAG

  • Automatic IAM setup

Fixed

  • Security Updates

Testing Studio+ v1.16.0

Added:

  • New UI redesign

  • Support sync & async upload Project tests

Changed:

  • Use Omilia TTS Oliver voice (for en-US)

Fixed:

  • Change Bedrock LLM model

  • Small bugfixes

Voice Biometrics v1.16.0

  • Creation of a new Voice Biometrics Service consisting of two separate components - Voice Biometrics Enrollment Service and Voice Biometrics Verification Service - aiming at introducing a new model that will improve the KPIs and Metrics of Voice Biometrics and Blocklisting. In the beginning those Services will be running in parallel with BioBuilder, but they will gradually replace the latter.

  • To support better performance and future feature enhancements, we have completed a significant upgrade to the data structure that manages your voiceprints. This modernization effort improves the efficiency and scalability of our voice recognition system, ensuring a smoother and faster experience as we introduce new capabilities.

  • We have implemented a new, flexible data structure to support upcoming enhancements in our Liveness Detection and Voice Biometric (VB) services. This change allows us to manage feature configurations more efficiently, paving the way for advanced and customized security capabilities in future releases.

  • To maximize the stability of our BioStore component, we have updated the startup procedure. The system will now perform a strict validation of all database changes (schema updates). If an error is detected during this process, the component will halt immediately, preventing it from operating with an unstable configuration. This guarantees a higher level of operational consistency.

  • The method for submitting voiceprint data has been upgraded to support the next generation of our Voice Biometrics model. A new version of the voiceprint request endpoint is now available, featuring a refined data structure that prepares the system for more complex and accurate voice models in the future.

  • To ensure the highest level of transactional reliability, we have enhanced the backend validation of all data modification operations. The system now enforces strict rules that prohibit the execution of update or delete requests lacking necessary parameters (empty or null), providing greater stability and safety for your stored information.

  • This release includes a foundational update to the BioStore component, focused on improving long-term stability:

    • Hardcoded test secrets were removed to enhance security.

    • Several logic issues were analyzed, fixed, and key code areas were refactored to improve reliability.

    • Deployment configurations were reviewed and optimized.

  • The unused Recognitions database table has been decommissioned and removed from the schema. This action simplifies the underlying database structure and reduces overhead, ensuring that our data model remains focused and scalable.

  • The organisation key was renamed back as groupin the Billing request payload in Biostore Server to protect the seamless track of the Voice Biometrics events from Billing Service.

  • Implementation of foundational enhancements to improve the reliability, security, and maintainability of our platform:

    • Enhanced Data Security and Validation: We have introduced strict validation across all modification and deletion endpoints. The system now requires necessary identifying properties to be explicitly provided, preventing accidental or improperly structured requests from altering your data.

    • Infrastructure Modernization: Our Continuous Integration/Continuous Deployment (CI/CD) pipelines have undergone a significant update. By standardizing registry and host references with dynamic environment variables, we ensure a more flexible, scalable, and highly reliable deployment process going forward.

OCP xPacks v1.11.0

New OCP xPacks

  • fr-FR Universal deepNLU® xPack v3.1.0

Updated OCP xPacks

  • en-US Universal 2.0 deepNLU® xPack v2.3.2

  • en-US Universal 2.0+ deepNLU® xPack v2.3.2

  • el-GR Universal deepNLU® xPack v3.10.0

    • Tuning and bug fixing for recognition of the following entities: Year, DayOfMonth.

    • Optimized code for consistent NLU interpretation for identical utterances, regardless of the presence or absence of a comma.

  • en-GB Universal deepNLU® xPack v3.10.2

    • Tuning and bug fixing for recognition of the following entities: DIALOGACT, CardNumber, and Text

    • Improved NLU interpretation to ensure identical user inputs are understood consistently, resolving a potential issue where a comma could lead to different results

  • en-GB Universal+ deepNLU® xPack v3.10.2

    • The new en-GB Universal+ deepNLU® xPack v3.10.2 incorporates all features and updates from the en-GB Universal deepNLU® xPack v3.10.2 release, in addition to its own address recognition functionality.

  • en-US Universal deepNLU® xPack v3.11.2

    • Tuning and bug fixing for recognition of the following entities: DIALOGACT, CardNumber, and Text.

    • Improved NLU interpretation to ensure identical user inputs are understood consistently, resolving a potential issue where a comma could lead to different results

  • en-US Universal+ deepNLU® xPack v3.11.2

    • The new en-US Universal+ deepNLU® xPack v3.11.2 incorporates all features and updates from the en-US Universal deepNLU® xPack v3.11.2 release, in addition to its own address recognition functionality.

  • fr-CA Universal deepNLU® xPack v3.9.0

    • Tuning and bug fixing for recognition of the following entities: ACCEPT, Agree, Alphanumeric, CONVENTIONAL, DayOfMonth, DIALOGACT, EndDate, Exit, MonetaryAmount, PoliteIndex, TimeRelativeToNow, StartDate, Text, and Year.