Enhancements – May 2025

Browser logging 

We have made it easier to download HAR files when an issue presents itself on Contact. This will record following browser state: console, network, ws and postMessage events, which users can attach to their support ticket to help issues get identified and diagnosed. 

If an agent experiences an issue, they can press the bug icon in the top right corner of the screen to download this data as a file of HAR format before sending it to Gamma. 

Blending enhancements 

We have improved the way that multiple channels are blended together ie.- what should happen if an agent is replying to an SMS but has a call come in. We have: 

• Added a checkbox for the SMS channel ‘Don’t allocate items from other channels when the agent has items’ to specify if that channel should be interruptible or not. 
• Removed the default agent capability and channel capability settings. 
• If an agent is interrupted by another channel, once that item has been completed, they will be taken back to the original item they were working on. 

Other enhancements 

• We have added the ability for callbacks to use Simring. 
• We have update password security for Contact. This will now be: 
• Password length should be a minimum of 16 characters.  
• Qwerty sequences should be invalid.  
• There should be no requirements regarding the number of lowercase characters, uppercase characters, special characters, or numeric characters.  
• Passwords cannot consist of a single character (“AAAAAAAAAAA…“), but repeated characters as part of a larger password are valid.