V 3.24.2507 - 11 Aug 2025

Billing Reports - Agent Login & State Time Reports

Acqueon Workspace now features two new reports:

• Agent Login & State Time Report (Monthly, Agent-wise Summary) - Report provides a consolidated view of each agent’s total login time and time spent in Available, On Call, ACW, and other configured  Not Ready states across the entire month. This helps supervisors understand agent engagement, productivity, and state utilization over the month.

• Agent Daily Login & State Time Report (Daily, Session-wise) - Captures each agent’s login session with exact login/logout times and a detailed breakdown of time spent in each state. Displays a separate row for every login session, so multiple rows may appear for an agent on the same day if they logged in more than once. This helps drive visibility into daily agent behavior and time management.  

GA

Amazon Connect

Active Campaign Widget Enhancement

The Active Campaign widget is now enhanced to display all contact modes associated with a contact, along with their ZIP codes, time zones, mode type, and area codes. Agents can now view and update all additional contact modes. This helps agents gain full visibility into the customer’s outreach context immediately. The visibility is controlled by admin configurations.

GA

Amazon Connect, Cisco, and Five9

Multi-Campaign Disposition (MCD)Widget Enhancement

The MCD widget, which earlier displayed only contacts in the Open status, now retrieves all contact statuses from Acqueon Campaigns and displays them for agents to set dispositions. These include statuses such as:

• Open - Ready to be sent to the dialer

• Delivered to Dialer - Already sent to the dialer

• Contact Blocked - Locked by the compliance engine

Agents can set dispositions to all visible statuses with the ability to remove contacts from future campaign attempts.

GA

Amazon Connect, Cisco, and Five9

Softphone - New Notification Badge

The softphone now displays a notification badge to the agent when a nailed connection is dropped to handle an incoming call. This helps agents quickly understand the reason and shift focus. The event is also recorded in the agent logs for effective troubleshooting.

GA

Amazon Connect

Log Enhancements

Workspace logs are now enhanced to include additional logs for Acqueon Campaigns, Finesse, Amazon, and Cisco components, improving observability across Workspace operations.

GA

Amazon Connect, Cisco, and Five9

Customer Profile Widget – Optional Business Fields Tab Hidden When Empty

In the Customer Profile widget, the Optional Business Fields tab is now hidden if no optional fields are returned for a contact.

This ensures agents see only relevant and available information, improving clarity.

GA

Amazon Connect, Cisco, and Five9

SSO Qualification with Service Cloud Voice (SCV)

Workspace is now qualified with Service Cloud Voice (SCV) using Single Sign-On (SSO) via Salesforce Identity Provider (IdP).  

GA

Amazon Connect