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Brightmetrics Release Notes

Michele Cuchra
Updated

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  • Check back often: We update this article with each new release.
  • See what's new: Scan the collapsible sections to view details by release date.
  • Need help? Email us at support@brightmetrics.com.

Latest Updates

June 3, 2026 Release
  • Genesys
    • New Bots data set for bot-flow performance — containment and transfer rates, initial and final intents, turn counts, and session duration, with drill-through to Conversations, now generally available
    • Bot report details now return results when the date range uses hours rather than whole days
    • Custom Detail Dimensions can now be used in the Flow Outcome and Conversations data sets, now generally available
    • Whether an agent has reviewed their evaluation is now available in reporting, now in Beta
    • Evaluations data update reliability improvements
    • Forecast intervals now align to your local time zone instead of being shifted by your UTC offset, now in Beta
    • Transfer Tracking now shows the destination queue as the Next Party instead of an intermediate IVR flow
    • Team Activity now reflects whether an agent was logged into the interaction's queue, so agents not in the queue no longer appear idle and eligible
  • Genesys Real-Time
    • Caller name now shows for chat and voice interactions instead of "Chat" or the queue name
    • Real-Time queue dashboards no longer go stale or stop updating
    • Callbacks now report as Callback instead of Voice on queue dashboards
    • Agent status duration no longer drifts or resets when an agent's profile updates
    • Wrap-up code totals added to Real-Time Agent Status, now in Beta
    • Daily totals for all system statuses (Break, Meeting, Training, Meal, and more) added to Agent Status, now in Beta
    • "Queue Membership" renamed to "Queue Presence", now in Beta
  • RingCentral
    • Inbound and Outbound NACD call counts and durations now available in Real-Time, now generally available
  • MiVB
    • Detail store is now enabled by default for new MiVB installations, now generally available
  • MiCC
    • Callback requeues that reach the timeout no longer count as abandoned calls
  • Platform
    • Real-time charts now render Custom Calculated Fields (CCFs), now generally available
May 20, 2026
  • Genesys
    • Bot session Cradle-to-Grave detail now shows individual message turns as time blocks
    • Average session collections, queries, duration, slot fills, and intent matches added to the Bots data set
    • Wrap-up code totals added to Real-Time Queue Status, now in Beta
    • Schedule Forecast Performance summary data now keeps updating after a data storage change, now in Beta
  • MiCC
    • Historical hold time is now reported correctly
    • Agent status durations in summary reports now match detail reports
    • Transfers to interflow-only (RAD) queues now show the correct destination, now generally available
    • Transfers to Ring Groups now report the Ring Group as the destination instead of a queue
    • ACD queued calls no longer drop the caller leg in Cradle-to-Grave
    • Cradle-to-Grave no longer shows duplicate sessions or calls attributed to the wrong queue
    • Agent, Queue, and summary data updates no longer time out on large date ranges, now generally available
    • Agent status interval detail reports now run significantly faster
  • RingCentral
    • Data sources no longer stop updating due to an authentication retry loop
  • Platform
    • Report Management permissions now save correctly for scorecards, now generally available
    • Report filter value lists now load for data sources that don't retain detail data
April 29, 2026
  • Zoom
    • Percent-time-in-status, average away time, and logged-in time added to the User Activity data set
    • User Activity now shows the user name for phone presence users instead of leaving it blank
  • MiCC
    • Transfers to user extensions now show the correct destination instead of "Unknown" in reports
    • Agent detail reports no longer show overlapping Available and Make Busy statuses, correcting inflated status totals
    • Data-set updates no longer stall from query timeouts on agent-event and reporting-event data
  • MiVB
    • Group and Queue Data now count agent transfers correctly, now in Beta
  • Platform
    • Detail report filter values now respect the report's timezone
April 15, 2026
  • Genesys
    • New Bots data set for digital bots, voice bots, and voice surveys — containment, transfer rate, turn counts, intents, and result categories, now in Beta
    • Bots detail report now returns results for date ranges of an hour or less, now in Beta
    • Real-Time Agents charts now calculate the TOTAL row instead of showing dashes, now generally available
    • Evaluations data now imports reliably when an evaluator or evaluation form has been deleted in Genesys, now in Beta
    • Team Activity no longer shows agents as idle when they are not logged into the relevant queue, now in Beta
  • Zoom
    • Average-duration and percentage metrics added to the Contact Center Engagement Log data set
  • MiCC
    • Real-Time agent status durations no longer go negative after a daylight saving time change, now in Beta
    • Detail reports no longer time out on older date ranges
    • Queued calls are no longer misclassified as "Not Queued," correcting reported queue time
    • New "Dialable" dimension distinguishes duplicate queues that share the same name
  • RingCentral
    • Caller ID is now retained on calls transferred back to a queue
    • Call Flow reports now use the account timezone for business-hours logic instead of GMT
  • Platform
    • Reports with custom detail dimensions no longer fail on accelerated data sources
    • Multi-value dimensions now display correctly in detail reports
    • Text charts with Show Totals no longer produce duplicate TOTAL rows
    • OData API now returns ANSI-format date/time fields in standard ISO-8601 format
    • Custom Calculated Fields editor now supports real-time data sources (preview)
April 1, 2026
  • Genesys
    • Evaluations records with empty timestamps are no longer dropped during import
    • Conversation counts now include sessions that span multiple months
  • RingCentral
    • Caller duration and handle/talk times now accurate on calls transferred to a queue
  • MiVB
    • Call direction and diversion/pickup handling corrected, resolving duplicate zero-value segments
    • Configuration data collection fixes for MiXML and multi-device user groups
  • MiCC
    • Transfers to interflow-only (RAD) queues now show the correct destination in reports, now in Beta
  • Platform
    • Reports with datetime dimensions no longer fail when totals are included
March 18, 2026
  • Genesys
    • Evaluations summary data no longer missing when records contain empty timestamps
    • Real-Time dashboards no longer drop active calls during transfers and consults
    • Real-Time configuration updates no longer restart unchanged applications
    • Message response time and turn count metrics added to historical data sets, now in Beta
    • "Message Type" dimension added to applicable Real-Time data sets
  • Zoom
    • Contact Center Real-Time Agent Timeline data
    • Contact Center Real-Time active call tracking on Agent Status
    • Phone Real-Time daily call statistics
  • MiVB
    • Call processing accuracy fixes across transfers, ring groups, parked calls, and consult scenarios
  • MiCC
    • Real-Time agent status duration no longer resets to 1:00:00 on status change, now in Beta
    • Summary data updates no longer time out on large date ranges, now in Beta
March 4, 2026
  • Genesys
    • Real-Time timezone accuracy improvements for daily counters, now generally available
    • "Message Type" dimension added to historical data sets, now generally available
    • Language filter added to all agent data sets, now generally available
    • Data storage policy improvements
  • Zoom
    • Phone Real-Time User Status data
    • Contact Center Real-Time Agent Status data
    • Contact Center Real-Time Queue Status data
    • Contact Center Real-Time Calls in Queue data
  • MiVB
    • Call processing accuracy improvements
    • Processing stability improvements
  • MiCC
    • Real-Time agent status duration accuracy improvements, now in Beta
    • Real-Time daily value accuracy improvements, now in Beta
February 18, 2026
  • Genesys
    • Real-Time daily counter accuracy improvements
    • Real-Time hold time accuracy improvements
    • Real-Time active conversation duration accuracy improvements
    • Four new Survey report templates
    • Data storage policy improvements
  • Zoom
    • Contact Center Queue Performance data
    • Contact Center Agent Performance data
    • Contact Center Flow Performance data
  • RingCentral
    • Data processing reliability improvements
  • MiVB
    • Call processing accuracy improvements
    • Real-Time stability and performance improvements
    • Real-Time Do Not Disturb status improvements
    • Real-Time call direction accuracy improvements
    • Ring group caller ID improvements
    • Ring group answering party attribution improvements
    • Migration Assistant improvements
    • Installation workflow improvements
  • Platform Improvements
    • Security improvements
    • Browser storage management improvements
February 4, 2026
  • Genesys
    • Real-Time timezone accuracy improvements for daily counters, now in Beta
    • Real-Time "Customers Waiting" stability improvements
    • Custom Calculated Fields now supported in all report types
    • DNIS data accuracy improvements, now generally available
    • Scheduled report reliability improvements
    • Three new Adherence report templates
    • Two new Conversation Intelligence report templates
    • Surveys data now generally available
    • Data retention policy enforcement improvements
  • Zoom
    • Adherence data processing
    • OAuth scope validation added to diagnostics
  • RingCentral
    • Report timezone accuracy improvements
  • MiVB
    • Real-Time stability improvements
January 21, 2026
  • Genesys
    • Real-Time agent filtering improvements for duplicate agent names
    • Real-Time Agent Timeline accuracy improvements
    • Detail report performance improvements
    • DNIS data accuracy improvements, now in Beta
    • Summary data caching improvements
    • Transcript Analytics field visibility improvements
    • "Message Type" dimension added to Real-Time data sets, now in Beta
    • Custom Calculated Fields now supported in Real-Time
    • Data Storage Policies now generally available
    • Time off requests in Adherence Data now generally available
    • Bot Flow names in Sessions data, now in Beta
  • MiVB
    • Real-Time stability improvements
    • Installation workflow improvements
    • Processing performance improvements
    • Detail report "up-to-the-minute" option added
    • Summary update reliability improvements
  • MiCC
    • ACD call caller information improvements, now in Beta
    • Detail data processing improvements after database restore
    • Real-Time pending callbacks improvements
    • Call record deduplication improvements, now in Beta
    • Queue call answering party attribution improvements
    • Transfer destination improvements
    • Abandoned call classification improvements
    • Real-Time Average Queue Wait Time now aggregable
  • Platform Improvements
    • Data Definitions page improvements
January 7, 2026
  • Genesys
    • Outbound Campaigns wrap-up time data improvements
    • Detail data storage improvements
    • Real-Time Queue Status interval support now limited availability
    • Storage Policies permission now hidden when not applicable
  • RingCentral
    • User Status Timeline accuracy improvements
  • MiVB
    • Real-Time performance improvements, now in Beta
    • Processing performance improvements
    • Ring group caller ID improvements
    • Real-Time status duration improvements
    • Username display improvements
  • MiCC
    • Conference time attribution improvements
    • Improved handling of limited raw event data
  • Broadvoice
    • Count - Callback Request added to Queue Communications
    • Real-Time Campaign Status now generally available
  • Platform Improvements
    • Security improvements for restricted users
December 17, 2025
  • Genesys
    • Detail reports now properly handle "Include today" and future date filters
    • Real-Time daily counters no longer reset on every update
    • Detail data storage improvements
    • "Message Type" dimension added to historical data sets, now in Beta
    • Conversations Dataset now in Beta, providing conversation-level reporting with first/last agent and queue information
    • Time off requests incorporated into Adherence Data, now in Beta
  • MiVB
    • Transfer processing now supported (blind and consultative)
    • Real-Time stability improvements, now in Beta
    • Installation workflow improvements
  • MiCC
    • ACD call caller information improvements, now in Beta
    • Duplicate call record processing improvements
December 3, 2025
  • Genesys
    • Added notification warning when using Transcript Analytics fields
    • Transcript Analytics fields now visible only for CX3 customers
    • Transcript Analytics processing improvements for large customers
    • Added support for multiple-select questions in Evaluations
    • Multiple-select options now shown as individual line items in Evaluations
    • Add-on product permissions now properly detected for Speech and Text Analytics
    • Schedule Forecast Performance data processing improvements
    • Updated diagnostics to support new Genesys OAuth client behavior
    • Language filter added to all agent data sets, now in Beta
    • Detail data storage improvements now in Beta
  • RingCentral
    • Call Flow Report now supports new call handling and forwarding configurations
  • Platform Improvements
    • Fixed SSO login issue for new users
    • Fixed Data Source configuration task status display
    • Fixed VAR logo upload issues
    • Agent installer credential handling improvements
    • Performance improvements to dashboard loading
    • Real-Time subscription security improvements
November 5, 2025
  • Genesys
    • Real-Time performance improvements now in Beta
  • RingCentral
    • Improved Next Party information for interflowed calls
  • MiCC
    • Improved handling of repurposed user extensions
  • Broadvoice
    • Role data view destination filter improvements
October 22, 2025
  • Genesys
    • Transcript Analytics now available in C2G with sentiment highlighting, topic detection, and full transcript view (CX3 customers only)
    • Adherence data processing improvements for more accurate summary metrics
    • Improved handling of staggered presence and routing status records
    • Transcript access now uses per-user authentication
  • MiVB
    • Data set update reliability improvements now in Beta
  • Platform Improvements
    • Added compliance guidance for scheduled reports and dashboard links containing sensitive data
    • Security improvements to PDF export
    • Fixed JavaScript library load failure affecting some browsers
October 8, 2025
  • MiVB
    • Migration Assistant reliability improvements now in Beta
    • Real-Time call direction classification improvements now in Beta
    • Real-Time ring group caller ID display improvements now in Beta
    • Answering party attribution improvements now in Beta
    • User name display improvements now in Beta
  • MiCC
    • Queue call answering party attribution improvements now in Beta
  • Genesys
    • Added Number of Agents in Conversation dimension to Transcript Analytics, now in Beta
  • Broadvoice
    • Fixed EU region template configuration issues
September 24, 2025
  • MiVB
    • Real-Time status accuracy and call tracking improvements
    • Real-Time Non-ACD alerts now trigger properly
    • Real-Time group membership filtering now includes all users
    • Added parked call support to call detail reporting
    • Real-Time status duration display improvements now in Beta
    • Summary update reliability improvements now in Beta
  • RingCentral
    • Added call direction to Real-Time User Status charts
    • Improved summary update reliability
  • Platform Improvements
    • Removed FTP and HTTP as report delivery options; only secure protocols (SFTP, FTPS, HTTPS) are now supported
September 10, 2025
  • Genesys
    • Survey Data is now generally available
    • Custom Detail Dimensions (participant attributes) in Evaluations Data is now generally available
    • Business Unit dimension in Adherence Data is now generally available
    • Fixed overtalk metrics showing as zero in Transcript Analytics
    • Fixed speech and text analytics counts incorrectly including records without analytics data
    • Improved handling of incomplete evaluation question data
  • RingCentral
    • Improved call log retrieval to ensure all records are captured during pagination
  • Broadvoice
    • Updated call recordings integration for improved compatibility
  • NICE CXone
    • Fixed data processing issue with campaigns missing update timestamps
  • ECC
    • Fixed "data source not updating" alerts not triggering reliably
  • Platform Improvements
    • Value filtering on summary fields with On-Demand Aggregation is now generally available
    • Security improvements to login page
August 20, 2025
  • Genesys
    • Enhanced Real-Time processing stability for daily statistics during interval changes
    • Fixed evaluation question scores missing from summary reports
    • Improved Real-Time agent status synchronization accuracy for impacted customers
    • Fixed Custom Detail Dimensions not populating properly
    • Business units information in Adherence Data now in Beta
  • RingCentral
    • Fixed Next Party Name showing as N/A for some answered calls
    • Improved data processing performance with asynchronous call record handling
    • Enhanced Delta Lake checkpoint recovery to prevent data loss for Brightmetrics Data Vault for RingCentral customers
    • Fixed Real-Time queue metrics showing negative values
  • MiVB
    • Enhanced Migration Assistant with Windows Authentication support
    • Added ANI (caller ID) information to Real-Time User Status
    • Improved Real-Time state accuracy and call processing
    • Enhanced ring group status with additional call information
    • Added user extension data to Realtime charts
    • Added Do Not Disturb status to possible user states in Realtime charts
    • Improved handling of looped calls and missing user data
  • MiCC
    • Fixed duplicate call record processing issues
    • Corrected ACD call classification for non-ACD calls
    • Fixed queue calls incorrectly labeled as agent-answered
    • Improved call answer attribution accuracy
    • Enhanced Real-Time state monitoring for Capita integrations
  • Platform Improvements
    • Began early testing for filtering on values using On-Demand-Aggregation
    • Fixed target range values and Y-axis scaling on time series charts
    • Improved SSO link creation timing in setup processes
July 30, 2025
  • Genesys
    • Fixed pricing display not reflecting Concurrent pricing properly
    • Fixed transfer destination showing blank in detailed reports for transferred calls
    • Fixed evaluation score averages incorrectly including unfinished evaluations in calculations
    • Added Custom Detail Dimensions (CDD) for participant attributes in Evaluations data
    • Improved API call efficiency for large customers
  • MiCC
    • Fixed session data mapping issues preventing user data from displaying properly
    • Improvements to code and data quality testing
  • MiVB
    • Changed MiVB RT and RT Groups support now in Early Access
    • A new data architecture which improves performance for detail queries is now in Beta — early testing shows reductions in load time >90%
    • Fixed timeout errors when updating config data
    • Introduced Ring Group Dashboard Templates
  • RingCentral
    • Improvements to RT stability
  • ECC
    • Improvements to alerts which are sent when ECC stops writing to CCIR
    • Fixed "data source not updating" alerts sometimes not being sent
July 9, 2025
  • Genesys
    • Fixed evaluation summary data set not accounting for changes to evaluation release dates
    • Fixed Call Flow Report errors when selecting main dialed numbers
    • Improved Release Date handling in Evaluations data
  • MiCC
    • Improved configuration snapshot handling for repurposed user extensions
    • Fixed transfer destination showing first user instead of intended destination in detailed reports
    • Enhanced raw event reporting to handle missing MiCCRawReportingEvents gracefully and allow for shorter retention periods
    • Updated MiCC Queue Performance Template dashboard
  • MiVC
    • Fixed Real Time TAPI log monitoring stuck on incorrect file naming pattern
    • Fixed Call Flow ECC starting points fetching errors in dropdown selection
  • RingCentral
    • Improved reporting on interflowed calls
    • Fixed Call Queue Data transfer destination showing incorrect information
  • MiVB
    • Improvements to the MiVB Migration Assistant
June 18, 2025
  • Release Notes button added to Help Center
    • Easily access the latest release notes directly from the help dropdown, keeping you informed of all platform updates in one click.
  • MiVB Migration Assistant is now in Beta
    • Automates migration from LocalDB to full SQL Server for MiVB customers hitting storage limits—reducing setup time and potential errors.
  • Enhanced MiVB data migration capabilities
    • Improved processors can now handle migrating historical data to new SQL servers while maintaining continuous data collection.
  • RingCentral Transfer Destination tracking expanded
    • Transfer destination information is now available in Call Legs, Queue, and User datasets, giving you better visibility into call routing patterns.
  • Genesys Transfer Destination logic improved
    • Repaired a temporary bug preventing Queues from being identified as valid transfer destinations. Improved logic identifying the transfer destination in complex transfer scenarios.
  • Cross-platform UI improvements
    • Filter pills with long text now display properly with ellipsis and tooltips when content overflows.
  • Genesys queued job handling improved (Beta)
    • Enhanced reliability for customers running multiple detail reports simultaneously—reports now wait for queued jobs instead of failing.
  • MiCC data processing fixes (Beta)
    • Resolved an exception that was preventing dataset updates for some customers.
    • Fixed abandoned call classification—calls abandoned before agent answer are no longer occasionally counted as agent-declined.
    • Corrected transfer data inconsistencies and improved destination tracking accuracy.
  • Genesys Sessions dataset improvements (Beta)
    • Fixed some instances of missing Next Party Name in Sessions data.
  • Call Flow processing enhancements (Beta)
    • Fixed timeout issues, improved blob cleanup, enabled report cancellation, and restored missing logos in exports.
    • Resolved failures when the queue depth exceeded limits imposed by the Genesys API.
  • Improved Realtime stability
    • Fixed an encoding issue that prevented real-time dashboard startup messages from processing correctly.
May 28, 2025
  • Genesys Event Bridge evaluation completion and dispute dates are now in Beta
    • Now tracking evaluation completion timing and dispute dates for better evaluator productivity reporting and quality assurance workflows.
  • Genesys evaluation processing improvements (Beta)
    • Fixed evaluation activity finder exceptions that could cause summary task failures and enhanced handling of deleted users in evaluation queries.
  • Genesys detail evaluations data fixes
    • Resolved filtering issues on evaluation questions and corrected date group processing for "Overall Evaluation Score" questions.
  • RingCentral call counting accuracy improvements
    • Enhanced call leg processing to include transfer targets and transferees, improving alignment with RingCentral's native reporting.
  • RingCentral transfer tracking enhancements
    • Added transferee telephony session tracking to better link transferred calls in C2G visualizations.
April 16, 2025
  • Group Support for MiVB Real-Time is now in internal QA and Alpha testing
    • We're actively testing support for Ring and Hunt Group users in real-time dashboards. Stay tuned if you're using Mitel MiVoice Business and want to track group activity in Realtime.
  • Support for Genesys Surveys data released to Beta
    • If you're participating in the Beta, you can now access post-interaction survey insights for both web and voice surveys.
  • New "Count - ACD Answered" field in Genesys Agent Activity data
    • This new field allows you to count ACD-answered calls per agent, helping you better understand workloads and responsiveness.
  • Performance improvements to our MiTAI processing on MiVB
    • Enhancements for legacy hardware and resource-constrained environments to reduce slowdowns.
  • Improved RC Realtime handling for large customers
    • More stable dashboards for customers impacted by RingCentral rate limits.
  • Improvements to MiVB and MiCC processing logic
    • Additional support for more call patterns, configuration types, and edge cases.
  • Bug fix: Callbacks install issue on MiCC
    • Resolved issue preventing the successful installation of enhanced Callbacks support on new setups.
  • Survey fields are now available in Genesys Agent and Queue data
    • Easily align survey feedback with agent and queue performance.
March 26, 2025
  • On-Demand Summarization expanded
    • Now available to more customers, this feature brings detailed data into summary reports.
  • "Current State" added to Genesys Evaluations data
    • Track evaluation status (e.g., disputed, retracted) for more complete insight.
  • Improved evaluation detection for older conversations
  • Better performance on Genesys detail reports
  • Improved tooltips for Agent Timeline Charts across platforms
  • Better handling of RingCentral rate limits in real-time dashboards
  • Various minor bug fixes and performance improvements
March 5, 2025
  • Fixed bug preventing dashboard deletion in some cases
  • Improved logic for On-Premise warning messages
  • "Media Type" filter added to Genesys Realtime Queue Calls
  • Processing logic improvements for MiVB, MiCC, RingCentral
  • Setup Assistant improvements for faster Mitel installs
  • Fixed chart formatting bug with 'Other' group in advanced options
  • "Service Level %" added to RingCentral Real Time Queue Status
  • Improved handling of MIR/ASC call recording auth failures

Questions? Email us at support@brightmetrics.com.

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