V 3.26.2601 - 03 April 2026

Skip Trace Widget Enhancement

The Skip Trace widget now includes the following enhancements to improve compliance, usability, and operational efficiency:

• The Skip Trace widget now delivers enhanced compliance configuration options in the Workspace Admin application. Administrators can configure NDNC/DNC and Green-Zone settings, view permitted voicemail types, and define override rules to ensure accurate policy enforcement and minimize legal exposure. Agents receive clear, real-time compliance guidance  reducing uncertainty and enabling faster, compliant, and more productive dialing across the contact center.

• The widget is now available only in agent states configured by administrators in the Workspace Admin application. The widget is enabled or disabled based on the configured allowed states.

• The widget now excludes phone numbers that match admin-configured dummy patterns, ensuring only valid numbers are displayed to agents.

GA

Amazon Connect, Cisco (UCCE, PCCE, UCCX, and WxCCE), and Five9

Option to select/Pass Five9 Campaign ID for all Manual/Skip Trace Calls

Agents can now associate Manual and Skip Trace calls with Five9 campaigns directly within Workspace, eliminating the need to switch to Five9 ADT for campaign selection. To support this, administrators can configure how campaigns are applied, either by allowing agents to select from all or assigned campaigns, or by automatically tagging calls with a default or fixed campaign.  

GA

Five9

Customer Profile Widget (Powered by Data Cloud) Enhancement

Agents can now edit specific fields directly within the Customer Profile (powered by Data Cloud) widget, based on the administrator configuration. Admins control which fields are editable on the widget, ensuring appropriate access and data governance.

GA

Amazon Connect, Cisco (UCCE, PCCE, UCCX, and WxCCE), and Five9

Customer Profile Widget (Business Fields) Enhancement

The Customer Profile (Business Fields)  widget now includes the following enhancements to improve data accuracy and usability.

• The Customer Profile widget (Business Fields) now validates phone numbers and email addresses before agents can save them. Entries that do not match the required format are not accepted.

• Administrators can configure      specific Business Fields as Phone or Email fields, with validation applied  to those fields. Phone fields enforce E.164 format validation, while Email fields follow standard format checks to  ensure correct data capture.

• Business Fields in the widget are now sorted alphabetically by default when enabled through admin configuration. Agents can toggle the sorting order as needed.

GA

Amazon Connect, Cisco (UCCE, PCCE, UCCX, and WxCCE), and Five9

Qualification with 'Enable Persistent Connection' for Amazon agent (Untethered -ACOC)

Workspace now supports Persistent Connection for Amazon agents when enabled in Amazon Connect, allowing softphone sessions to remain active between calls.

GA

Amazon Connect

Outcome Widget Enhancement

Personal Callback is now automatically selected in the Outcome widget based on the Workspace Admin configuration, reducing manual steps for agents when scheduling personal callbacks.

GA

Amazon Connect and Cisco (UCCE, PCCE, UCCX, and WxCCE)

Customer Journey Widget (Powered by Data Cloud) Enhancement

The Customer Journey widget (powered by Data Cloud) now displays multi-channel interaction history sourced from Data Cloud, including inbound voice interactions for Five9, along with outbound SMS and Email interactions from Acqueon Campaign Manager (ACM).

The widget also includes direction indicators for each interaction and supports field-based search within the interaction history.

GA

Five9

Call Guide Widget Enhancement

Call Guide responses are now automatically saved when an interaction ends or when the agent enters After Call Work. Administrators can enable this configuration based on business requirements. This ensures no data is lost if the agent forgets to click Save.

GA

Amazon Connect, Cisco (UCCE, PCCE, UCCX, and WxCCE), and Five9

Optimized Widget Responsiveness in Third-Party Desktops

Widgets embedded in third-party desktop now automatically resize to match the parent container, eliminating unwanted scrollbars and improving responsiveness.

GA

Amazon Connect, Cisco (UCCE, PCCE, UCCX, and WxCCE), and Five9

Single Sign-On (SSO) Qualification with Five9 Okta

Workspace (including widgets and the Admin application) now supports SSO using Okta as the Identity Provider (IdP). When Five9 ADT and Workspace are integrated with Okta, users benefit from a unified and uninterrupted login experience across platforms.

GA

Five9