We are excited to announce that the XTIUM Contact Suite (XCS) v2025.7 release will be available on July 20, 2025.

 

New Features and Improvements

  1. Chat Initiation Form - Customizable Interaction Variables based on fields - WPF. Enable customization of chat initiation form fields so that customers can add information within the form before initiating the chat. The information is stored on preconfigured interaction variables and displayed in the Agent WPF client on the call offer screen within the interaction details section. See Image01.

    Detailed feature specification can be found here: Chat Initiation Form - Customizable Interaction Variables
    Note: this feature support on eAgent is planned in the next release.
  2. Exclude Agent Extension Time (by default) from voice billing reports. See Image02.
  3. SETUP - Add a new segment state for Rest API invoke: Handling (First Agent). When selected, the API will be invoked on agent handling, but only once - meaning that if the interaction reaches other agents, or if we get more segments for this agent, the API will not be called. See Image03.
  4. Agent - Screen Pop Improvement - Populate links (Location, Product, Customer) while the agent is handling the interaction by populating external REST API data into the links variable (using Rest API invoke Handling (First Agent)). See Image04.

Bugs Fix

  1. DNC notification is displayed on the WPF agent when it shouldn't.
  2. eAgent cannot change settings while on an onboarding tour.
  3. eAgent - User cannot change state.
  4. Supervisor - BP's total voice mail counter is increasing in cases where a caller disconnects without leaving a message.
  5. The recording transcript is not visible in the callback preview Supervisor and Agent callbacks window.
  6. Survey question of type message - termination key issue for long recording message.

New Features and Improvements: Example Images

Image01 - WPF Agent - Interaction Details section presents chat form custom fields

Image02 - Voice Billing Reports - Exclude Agent Extension Time (by default) from voice billing reports

Image03 - SETUP - Add a new segment state for Rest API invoke: Handling (First Agent)

Image04 - Agent - Links populated while the agent handles interaction


What do you need to know?

  1. Any changes made to your environment must be fully deployed via Setup before the upgrade, and previously deployed versions will no longer be available after the upgrade.
  2. If your organization is staffed during maintenance, it will experience a short period of downtime (less than 10 minutes).
  3. Users will get a notification on their first login after the upgrade to accept and download the newest update. Please instruct your users to accept the application update.
  4. For more details about the steps each customer can take after the release, see the Post-Release Testing.