April 15, 2026

  • Enhanced the conference call feature to allow agents to add multiple participants while remaining on an ACD conference. Participants can be added by user search or by phone search.

  • Added two new Call Controls options in the Softphone settings: Request After Call Work and Park.

    • Request After Call Work: Request additional wrap-up time during an active ACD interaction. This is a queue‑level setting and applies to all interactions in the queue.

    • Park: View and resume parked email conversations.

  • Added options to display Internal Disconnect Reason and External Disconnect Reason in the activity record, providing visibility into whether the agent or customer ended the interaction.

  • Added IVR Time and Queue Time to show customer wait time before connecting with an agent.

  • Added support for masking Genesys Client ID and Client Secret credentials on the configuration page to protect sensitive information.

  • Session tabs created by third-party providers such as ISync are not restored by Microsoft after the user refreshes the browser. TTEC Digital recommends that agents only refresh the browser in between active interactions or while on breaks to avoid losing access to Sessions mid-call.

  • Updated the default ISync session behavior to open directly on the default dashboard.

  • Fixed an issue where agents logging out through the ISync integration continued to appear as logged in within Genesys Cloud Analytics, with their previous status unchanged.

  • Fixed an issue where complete voice transcripts were not displayed for calls involving multiple agents on the Phone call activity page. Users can now view the full conversation in the Voice Transcripts section.

  • Fixed an issue where the softphone was no longer visible upon opening a new entity.

  • Fixed an issue with the Web messaging interactions where interaction attributes did not update in the interaction details pane.

  • Fixed an issue affecting screen pop functionality for preview campaign calls.

  • Fixed an issue that caused the Softphone UI to become unresponsive and fail to load conference controls after adding a participant by user.

  • Fixed an issue preventing the primary agent from viewing an external participant added to an existing conference via the By Phone option.

  • Known limitation: For Preview Dialer campaigns, the ScreenPop on Connect setting is not supported due to a limitation from Genesys. As a result, the screen pop is triggered when the interaction arrives, not when the agent connects to the interaction.

  • Various bug fixes and minor improvements.