Nextiva Contact Center - Release Notes - May 12, 2026

Product Enhancements

Forwarding All Workitems To Assembled Even When The Assignee Is Not Synced

Description of Enhancement: An enhancement was made to Nextiva Contact Center, to the Assembled conversation sync process in Nextiva Contact Center to ensure all workitems are included in workforce forecasting data. Previously, workitems associated with unsynced or unavailable agents could be excluded from synchronization. Now all workitems are now sent to Assembled regardless of agent sync status, while agent information is included only when a valid synced agent is available.

Bug Fixes

FreeSWITCH Real-time Transcription Only Working For First Inbound Calls

Description of Issue: An issue was identified in Nextiva Contact Center, where real-time transcription only functioned for the first inbound call in a tenant, with subsequent calls failing to generate transcriptions.

Current Status and Resolution Description: Resolved: A change was made to Nextiva Contact Center, to ensure the required campaign information is consistently applied during inbound call handling. Real-time transcription now functions correctly across consecutive inbound calls within the same tenant.