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.

What differentiates queued callbacks from regular callbacks:

  1. Queued callbacks are sent to the BP queue as soon as the original interaction ends.
  2. Queued callbacks ignore callback timing definitions and BP's callback status - they are handled even when callbacks on the BP are disabled or during off-hours.
  3. Queued callbacks have a total waiting duration greater than 0 - this reflects the waiting time the caller was in queues (could be multiple BPs), before the queued callback was created.
  4. The waiting time KPI in the supervisor's current interaction is ticking for queued callbacks - this reflects the waiting time the caller was in the queue when the queued callback was created. See Image03a, 3b, 3c.

See detailed feature description here: Queued Callbacks - Keep Position in Queue

  1. Agent and Supervisor WPF clients - Ability to generate callbacks regardless of handling an active interaction.
  2. Adjusting the WPF client’s functionality to be similar to the eAgent - creating a callback with no relation to currently handled interactions. When an interaction ends with completion status = “Callback Requested”, we will set the interaction result to Handled (Was 'Leaver Number' before this improvement), and it is reflected in the reports.

A new callback interaction will be created separately from the inbound call. See Image04 and Image05.

See detailed feature description here: WPF Agent - Callback Request Changes and Improvements

  1. Improve the remark on new callbacks - Currently, we are adding a remark with empty content when an interaction is created without any remarks. In this case, we don’t want to add any remark.
  2. Old remark structure: API Callback (<Timestamp>) <Remark content>

Change to:

If Generated by API: Account name (<Timestamp>) <Remark content>

Admin (7/31/2025 12:05:11 PM (GMT+2)): <Typed remark by user>

If Generated by WPF agent or supervisor: Agent\Supervisor name (<Timestamp>) <Remark content>

Jenny (7/31/2025 12:05:11 PM (GMT+2)): <Typed remark by agent>

See Image06 and Image07.

  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:

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:

 

Image07 - Supervisor created a callback and a remark: 

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


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.