We are excited to announce that the XTIUM Contact Suite (XCS) v2025.8 release will be available on Aug 24, 2025.

Bug Fixes

1. Import & Export BP is ignoring Global Variables and Interaction Variables.
2. Campaign - DNC - When uploading a list with DNC numbers, 'To Be processed' KPI increments while it should not.
3. Light Deploy causes slow supervisor KPI's refresh rate during high-volume call periods.
4. eAdmin - Proactive Chat - Blank Time zone selection when no schedules are configured.
5. eAgent should not be able to clear the disposition code.
6. Warm Transfer Failure - "Transfer Not Supported" error message is displayed in some cases.
7. eWallboard and eSupervisor -  'Reached Percent' and 'Failed Percent' values in the Callbacks card are shown in decimals instead of percentages.
8. When using 'Interaction Summary > Disposition Code Subcategory' in the REST API, the value sent is incorrect - displaying as 'Disposition Code Category' Value.

New Features and Improvements

1. Links are now refreshed on eAgent following REST API calls that populate the links on agent offering state and on subsequent Agent handling segments. The link's alias name is also refreshed. Automatic pop-up of a link will be triggered once the link is populated with a valid value (blank link is ignored). See Image01.
2. eAdmin - Chat initiation form - Customizable Interaction Variables based fields can be selected and will be available for chat users for additional information that will eventually be presented to agents as interaction details. See Image02.
3. Queued Callbacks - Keep position in Queue. Creating callbacks for queued inbound calls that will be dialed with respect to their current position in the queue. This will allow callers to choose to get a callback instead of waiting on the line, and the callback will be handled exactly when the original call would have been handled. This kind of callback is referred to as "Queued Callback". Queued callback will only be created when interaction gets to a Request Callback activity, after being in queue in the current BP (Overflow scenario), and the request callback activity is referring to the same BP.

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1. P&C Data - Speech enabled - Enforced Min-Max digits. Update the behavior of the Minimum/Maximum length of collected DTMF digits in P&C Data, with data value type String, that gets the input via speech. See Image08.
   1. When the data is collected via speech:
      1. If the input contains only DTMF digits, the limits are enforced:
         1. If the input is too short or too long, the activity will exit via the Invalid Input exit point and will not populate the Data Property.
         2. If the input is within the minimum and maximum limits, the input is collected into the Data Property, and the activity exits via the Done exit point.
      2. Otherwise (not only DTMF digits), we will collect data of any length.
   2. Otherwise (collected via keys), the input is via DTMF, and the limits are enforced.

New Features and Improvements: Example Images

Image01 - eAgent - Links populated while interaction is handled by the agent, including updated link alias:

Image Modified

Image02 -  eAdmin - Chat initiation form - Customizable Interaction Variables based fields:

Image03a - SETUP - BP Flow example for Queued Callbacks:

Image03b - SETUP - Callback function flow example:

Image03c- 4.02 Report for incoming call turning into Queued Callback: 

Image04 - Agent - Callback request changes and improvements: 

Image05 - Supervisor - Callback request changes and improvements: 

Image06 - Admin API created callback and remark:

 Image Modified

Image07 - Supervisor created a callback and a remark: 

Image08 - P&C Data - Speech enabled - Enforced Min-Max digits:

What do you need to know?

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