We are excited to announce that the XTIUM Contact Suite (XCS) v2025.7 release will be available on July 20, 2025.

New Features and Improvements

Chat Initiation Form - Customizable Interaction Variables based on fields - WPF. Enable customization of chat initiation form fields so that customers can add information within the form before initiating the chat. The information is stored on preconfigured interaction variables and displayed in the Agent WPF client on the call offer screen within the interaction details section. See Image01.

Detailed feature specification can be found here: Chat Initiation Form - Customizable Interaction Variables
Note: this feature support on eAgent is planned in the next release.
Exclude Agent Extension Time (by default) from voice billing reports. See Image02.
SETUP - Add a new segment state for Rest API invoke: Handling (First Agent). When selected, the API will be invoked on agent handling, but only once - meaning that if the interaction reaches other agents, or if we get more segments for this agent, the API will not be called. See Image03.
Agent - Screen Pop Improvement - Populate links (Location, Product, Customer) while the agent is handling the interaction by populating external REST API data into the links variable (using Rest API invoke Handling (First Agent)). See Image04.

Bugs Fix

DNC notification is displayed on the WPF agent when it shouldn't.
eAgent cannot change settings while on an onboarding tour.
eAgent - User cannot change state.
Supervisor - BP's total voice mail counter is increasing in cases where a caller disconnects without leaving a message.
The recording transcript is not visible in the callback preview Supervisor and Agent callbacks window.
Survey question of type message - termination key issue for long recording message.

What do you need to know?

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