Miscellaneous improvements
This section lists changes to the existing functions and features.
SAPUI5 update
The SAPUI5 framework used by Communication Panel, Launchpad, and Data Protection Officer (DPO) Tool has been updated to version 1.71.72.
Attached data in chat recovery
Chat recovery for chats via Conversation API has been enhanced to include attached data from the previous conversation when the system is configured to save attached data.
Content delivery network (CDN)
Clearing the browser cache is no longer necessary after version upgrades. Additionally, load times for Communication Panel, Dashboard, Launchpad, and Data Protection Officer (DPO) are faster because resources are loaded from edge locations.
Note that when Communication Panel is loaded from a CDN, the agent's browser must allow access to the URL cpro-ui.cc.sinch.com.
Click-to-call from Outreach (open beta)
Support has been added for starting a call from the Outreach platform by clicking a phone number. This opens the dialpad in Communication Panel on another tab with the phone number populated. You'll need to add a Sinch Contact Pro browser extension to enable this functionality.
Teams presence by polling
Fetching Teams presence is now also possible by using polling instead of subscription. You can do this by not using user authentication in your Teams messaging service configuration in System Configurator.
WebSocket management and logging
Backend WebSocket management and logging have been improved for cases of network loss.
CEM logging
Basic information of HTTP requests and responses has been added to CEM's trace level logging.
Wrap-up in reporting
Reporting supports several wrap-up statuses for agent wrap-up status (field AfterworkTimeInSeconds) when the SC setting Busy during wrap-up is disabled. Note that when an agent has one conversation in wrap-up while handling another conversation, the wrap-up time is not counted during this period.
Feature documentation
The Configure section of the documentation page is growing as we add more feature-specific documents—and there’s more to come! To keep things organized, we've created a separate page for them:
If there's a specific feature you'd like us to cover in a dedicated document, let us know.