> For the complete documentation index, see [llms.txt](https://docs-conversational-ai.syntphony.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs-conversational-ai.syntphony.com/syntphony-live-agent-console/whats-new.md). # What's New ## June 2026 (Planned: March 1st, 2026) This release expands collaboration, analytics detail, privacy controls, and handover scheduling options. ### UI refactor and usability improvements This release includes a significant Dashboard UI refactor to optimize how newly added data is visualized. Users will notice enhanced data tables and streamlined navigation in analytics areas. Additionally, various general UX fixes, settings and quality-of-life improvements have been applied based on user feedback. ### Notification sound visibility control Supervisors can now decide whether the notification sound mute/unmute button is visible in supervisor and agent headers from [Settings](/syntphony-live-agent-console/supervisor-workspace/settings.md). Behavior: * If enabled, users can mute or unmute sound from the header button. * If disabled, the header button is hidden. * When hidden, notification sound remains enabled by default. ### Agent-to-agent chat (settings toggle) Administrators can now enable or disable agent-to-agent chat from [Settings](/syntphony-live-agent-console/supervisor-workspace/settings.md). When enabled, agents can exchange internal messages with other agents in a similar way to supervisor interactions. ### Send and receive files (agent side) Agents can send files to end users through the messaging infrastructure. Key behavior: * Maximum file size: 4 MB. * End users receive a download link. * Images include a preview and can be opened in full size. ### Automated customer service hours You can now configure handover availability windows per source and define when handovers are accepted. This update includes: * Time-range schedules per source. * A full-stop option to reject all handovers. * A custom user-facing message for out-of-schedule cases. For operational setup steps, see [Teams Tab](/syntphony-live-agent-console/supervisor-workspace/index/set-up-a-new-source.md). ### Console Direct Sources You can now enable **Console Direct** at source level in [Teams Tab](/syntphony-live-agent-console/supervisor-workspace/index/set-up-a-new-source.md). When enabled, the source attempts handover directly to the agent console without contacting a bot first. ### Detailed agent analytics Analytics that were previously visible only at team level are now available per agent in detail view. New metrics include: * Response Time. * Handle Time. * Satisfaction. * Resolution Rate. * Quick Stats (Resolved Chats, Avg Response Time, Satisfaction Score). Coming soon: * Connection Time. * Busy Time. * Online Time. * Cumulative and average values over the selected date range. See [Dashboard](/syntphony-live-agent-console/supervisor-workspace/index-1.md). ### Dashboard layout and agent metrics views The Dashboard UI was redesigned to redistribute screen space and surface more information in a single view. This update adds: * Improved space distribution across dashboard cards and metric panels. * A dedicated agent metrics list view. * A dedicated agent metrics detail view for individual performance analysis. See [Dashboard](/syntphony-live-agent-console/supervisor-workspace/index-1.md) for updated screens and usage. ### Sensitive data obfuscation by supervisors Supervisors can irreversibly obfuscate numeric data in message content in Closed and Archived chats from message-level actions. This update includes: * Automatic replacement of all digits with `*` in the selected message. * A confirmation modal with a before-and-after preview. * Permanent, irreversible save behavior. * Support for privacy and GDPR-related redaction requests. ## May 2025 Initial release of the Live Agent Console. ### Live Agent Workspace Live agents have a dedicated [Agent Workspace](/syntphony-live-agent-console/agent-console/index.md) to manage customer conversations in real time. ### Teams Tab Support teams can be organized and routed from [Teams Tab](/syntphony-live-agent-console/supervisor-workspace/index.md). ### Settings Operational behavior and agent capabilities can be managed from [Settings](/syntphony-live-agent-console/supervisor-workspace/settings.md). ### Dashboards Operational performance metrics are available in [Dashboard](/syntphony-live-agent-console/supervisor-workspace/index-1.md). --- # Agent Instructions This documentation is published with GitBook. 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