BPCC 5.34.2 Release Notes
Changes in System Behavior
Added/Updated Features
Independent Retention Periods for Voice Transcripts
Compliance requirements can dictate differing lifecycles for interaction data retention. For instance, privacy regulations may require you to purge text-based transcripts shortly after a call, while retaining the audio recording for a longer period to support dispute resolution.
We now support distinct retention intervals for voice transcripts and audio recordings to help you meet these obligations. Contact your service provider to configure these separate retention periods for your contact center.
Manage Visibility of Spam Messages in Case Search
This release introduces the ability to hide spam cases from agents in case search results.
Messages marked as spam can contain harmful or inappropriate content. To protect agents while still allowing controlled access for verification and audits, we’ve added a new privilege: See Spam Cases.
- Users with the new privilege will see an Include spam cases checkbox in the search interface. Selecting the checkbox includes spam cases in the results for the user's current session.
- Users without this privilege cannot see cases dispositioned as spam in their case search results.
| Existing Contact Centers | ||
|
The See Spam Cases privilege will be automatically added to all roles that have the Login to Agent Desktop privilege. To hide spam cases, you must remove the new privilege from the relevant roles. | |
Advanced Configuration Options for AI Integration Accounts
To help you adapt to frequent AI model updates (e.g. the addition of OpenAI's "reasoning effort" or Anthropic's "extended thinking"), you can now define custom configuration parameters for your AI Provider Integration accounts.
This feature allows you to input a JSON object to override certain system defaults or introduce new settings required by your desired model. For example, you can disable thinking for Gemini 2.5 Flash in order to get faster response times, or increase the maximum tokens allowed when using the OpenAI models.
|
|
| |
Access Real-Time AI Summaries in Workflows
Integrating AI-generated interaction summaries with your CRM or external record-keeping systems is now significantly easier. We have introduced dedicated variables that allow you to access the structured summary data directly within Workflows, eliminating the need to parse the summary from the string contained in the $(item.transcript.JSON) variable.
You can now use the following variables to pass summary data to third-party systems (e.g., via a Fetch URL, DB Execute block, or a CRM integration):
$(item.agentSummary.JSONObject): Returns the summary as a structured JSON object. This includes the template name and an array of topics. Each topic has a field indicating whether the topic is hidden from the agent.
$(item.agentSummary.HTML): Returns the summary formatted in HTML, containing All topics, including those hidden from agents.
$(item.agentSummary.text): Returns the summary in a plain text format, containing All topics, including those hidden from agents.
Option to Disable Email Recipient Auto-Suggestions
If you have strict privacy or compliance requirements and want to prevent agents from seeing unrelated contact addresses or accidentally selecting the wrong recipient from a suggestion list, contact your hosting provider to disable the auto-suggestion list that appears when agents type in the To, Cc, and Bcc fields of service email drafts. Note that this will disable auto-suggestions for all users of your contact center.
Expanded Font Support
To better support content in Arabic, the Sakkal Majalla font is now available for selection when editing emails, email templates, and knowledge base articles.