Release Notes

See what's New in our CCaaS Software

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Introduction

Overview

This release includes:

Navigation & CTI refresh: Modernized top bar with live channel status, centralized messaging/breaks, and an updated CTI bar.
Telephony and platform stability updates

New features

Top Navigation Bar updates and enhancements

We're introducing a new Top Bar experience that brings global actions, channel access, team communication, and status controls into a unified, modern interface accessible across every page..

Key highlights & what’s changing:

Channel status and Quick sign-in

A new voice sign-in modal makes it easy to select your outbound campaign and inbound queues, with a "Remember this choice" option for faster future sign-ins and support for forced queue assignments.
Voice, Tickets, and Webchat status are visible directly in the top bar, with counter badges showing live waiting calls in real time.

In-App Messaging and Broadcast Center

Direct messaging is now consolidated into a single docked chatbox at the bottom right of the screen, organizing all existing conversations in one place rather than multiple separate windows.
Chat permissions are preserved — users without chat access won't see the list of online users. Broadcasts are accessible from a central Inbox popover with unread indicators and "Mark all as read" controls.
Authorized users can compose and send broadcast messages to specific users, groups, queues, or campaigns directly from the top bar.

Breaks and Approvals

Agents can select eligible breaks with reason comments and visible countdown timers. If a break is requested during an active call, it automatically starts once the interaction ends.
Supervisors receive badge notifications for pending break requests and can approve or deny them instantly — notifications only appear if a request has been waiting for over 5 minutes, avoiding constant interruptions.
Non-SSO users can also lock their GoContact screen while on break to keep their workspace secure.

Profile and Session Controls

The logout option was moved under the user’s avatar, now located on the right side of the top bar. This menu also contains an option to access the user’s Profile page (homepage).
The logout action prompts confirmation before logging out and offers a queued logout, ensuring agents handling active interactions are safely logged out only after all current calls or chats are completed.

Create tickets and send emails

The create ticket and send email features were kept in the top bar, under the “Create” button. These options redirect the user to the same interface as before and preserve the same permissions and requirements.

Error prevention features kept:

If a SIP agent accidentally refreshes or reloads their browser during an active call, a "Call Ongoing" modal automatically appears upon reload, allowing them to hold, resume, or end the call.
Duplicate session protection notifies users if a simultaneous session is attempted on another browser or device to prevent accidental session conflicts.

For additional details, refer to the Training guides:

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‍Introduction

Overview

    This release includes:

Avatar gallery update so users can easily choose their avatars.

Realtime Inbound Dashboard now includes a detailed “Waiting Calls” modal for single‑queue monitoring.

Analytics and configuration UX upgrades, including database filters in Analytics, ODBC reports update warning, and refreshed password/expired password flows.

New features

Homepage - Avatar Gallery Update

Updated the avatar gallery with GoContact’s new look, allowing users to easily choose and update their profile avatars from the available options.

Enhancements

Realtime Dashboard (Inbound) - Waiting Calls modal (single-queue)

A new Waiting Calls modal is now available in the Realtime Inbound Dashboard for single queue monitoring. Supervisors can click on “Calls in queue” to open a detailed list of waiting calls for that queue, including key information such as waiting time, queue position, callback requests, and caller details. This provides greater granular visibility and supports faster decision-making.

Update ODBC - Warning Message

Added a confirmation warning when updating the ODBC template, highlighting that columns may be removed or renamed and existing reports or integrations could be impacted.

Homepage Expired password flow

The password update dialog was updated to match the new look & feel. The minimum password length is now 12 characters, while the max length remains unchanged at 20 characters.

Analytics - Database selection

A new database selection filter was added (select up to 5 databases) after choosing a campaign. This ensures that the Analytics Databases table loads only the selected databases, improving performance and responsiveness.

Homepage - Realtime direct messages update

Messages listed on the homepage now update in real-time - both broadcasts and 1:1 conversations.

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Release Notes

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