2.21.0

Silent Mode Data Collection has been updated to continue monitoring extensions, even after any upcoming updates to the service.

The ability to create watchlists is removed from the CallCenterAnalyst and FraudAnalyst factory roles.

The Gatekeeper web portal UI has been updated to conform to Microsoft’s policies on localization. The following changes have been made:

• The text flow and layout conforms to the expectations of bi-directional languages.
• Language names comply with the official Microsoft language list.
• Country and region, capital and major city, and continent and multinational region lists and fields are labeled accurately.
• Flags or national symbols aren’t displayed or described, and aren’t used to represent languages or on a country/region list. However, exceptions may be granted when the usage of flags or national symbols is absolutely required to the meaning and point of the content, or for competitive reasons when their usage is prevalent in a product category.

A hyperlink is added to all the fraudsters listed in the check watchlist consistency results on the Watchlists page. You can now directly open the fraudster page easily.

The default duration for the opt out reason DO_NOT_SOLICIT has been changed from 0 to -1. So now, when a person opts out due to this reason, the web agent console won’t offer to enroll that person in the next call.

Note: The change affects only new scopes.

Issue Description	Issue ID
Session view shows incorrect sequence of operations.	XSUPPORT-13555
Web agent console displays session decision when anti-spoofing is completed but detect known fraudsters flow is still running.	XBIOMETRICS-38454
Person or fraudster IDs aren’t hyperlinked in the Backward Search results.	XBIOMETRICS-38553
In the grouping flow, the Caller Opted in screen is missing when person opted in after opting out in the same session.	XBIOMETRICS-38507
IVR Bot getPersonStatus API fails on partially enrolled person.	XBIOMETRICS-38653

In the web agent console miniature view, language prompts aren’t localized to match the miniature view.

In web agent console, some Dutch prompts aren’t localized, and they default to the English locale.

Any NVSL frameworks at 16 kHz don’t work, as Gatekeeper doesn’t support 16 kHz audio yet:

• FACTORY_TI_16kHz_10
• FACTORY_TI_16kHz_9
• FACTORY_TI_16kHz_8_2
• FACTORY_TI_16kHz_8
• FACTORY_TI_16kHz_7_2

Rarely it may happen that a post call session is isolated in a separate engagement and not aggregated with the other live sessions.

DEMO and Bootstrap risk engine calibration models might not work properly and they show poor accuracy. Use these models only for non-production use.

Gatekeeper Web administrator applications don’t officially support Private Browsing Mode. Without them, the Console may display an authorization error. This isn’t required for agents authorized for a single scope.

The autocomplete for first name and last name doesn’t work when using special character, such as ‘@’ or ‘_’.

Web Admin Portal has a time zone selection issue related to browser updates.

Kibana Dashboard – The Generate PDF feature doesn’t work when Optimize for Printing is enabled.

A Clustering or Backwards Search action may time out due to the memory required for media collection exceeding configured limits. This is likely due to a collected engagement containing more than an expected number of sessions but could have another cause.

Clustering and Backward Search have the following limitations:

• No estimations available for media collection.
• Clustering and Backwards Search require manual scaling.

Audio streaming for transcription is limited to one realtime (this value isn’t configurable).

For Stereo audio, the redacted overlay interval applies on both channels in the audio viewer.

Realtime redaction isn’t supported when Transcribe API is used.