TASKE Contact Update Release Information

For Amazon Connect

Current Release

2026.03.40 Release date: July 5, 2026

Fixes and feature enhancements:

• Added the ability to share reports among TASKE users 
• Added the ability to organize Personal and Shared reports into folders 
• Added the ability to copy and move Saved reports 
• Added Agent Transfer report  
• Added statistics for when an agent transfers a contact back to the same queue 
• Added the Agent section to All real-time sections 
• Added to real-time views a count of Agents in the error state 
• Added Minimum time to answer statistic 
• Added Missed rate to all agent call type statistics 
• Added email statistics to the Queue Peak report 
• Added a notification for AWS Health status 
• Added Ask TASKE AI agent to allow users to ask for assistance with the TASKE Web Portal 
• Added the ability to filter for contacts with errors when connecting to agents 
• Added the ability to filter for contacts that were attempted and failed to transfer 
• Added the ability to filter for contacts that were transferred back into the same queue 
• Added the ability to view the Agent Shift report for multiple agents or an Agent Hierarchy Level 
• User Roles moved from DynamoDB into local SQLite database and must be configured for Amazon Connect users to log into TASKE 
• Changed PDF exports to wrap long table cells 
• Changed TASKE to check for changes to the Connect configuration more frequently 
• Fixed an issue where not all Visualizer results were exported to PDF or CSV 
• Fixed an issue in Visualizer where you could not search for contacts that waited longer than 24 hours  
• Fixed an issue where the Summary Statistic grid would become disorganized when changing window size 
• Fixed an issue where an agent in an Unavailable state makes and Outbound call and is not returned to their Unavailable state after the call 

Mature Releases

2025.07.58 Release date: October 29, 2025

Fixes and feature enhancements: 

• Added reporting for the Email Channel 
• Added reporting for the Error state 
• Added the ability in real-time to filter resource pages listing all resources (for example All Queues), to only report on a subset of queues 
• Added resource restrictions by Queue and Routing Profile 
• Added the ability to filter the Agent Shift report by select activities: Log in and out, Connected contacts, Not answered contacts and Unavailable statuses 
• Added an answered distribution chart to Queue Voice and Queue Answered reports 
• Added to Visualizer the ability to find Tasks that were paused 
• Added statistics: Maximum Call Talk Time, Task wait time and Average task wait time, Answered inbound queued calls and their duration 
• Added Maximum talk time statistics to the Queue Peak report 
• Added a log for User Access Control changes 
• Added the ability to control the snapshots generated to save disk space
• Added a notice by the Queue title if the queue is currently closed 
• Added a count of waiting contacts to the title of the Contacts Waiting section 
• Changed filter controls in Visualizer to allow > 24 hours since Callback, Task and Email contacts may span multiple days 
• Changed the Contact Summary word filter to search both the summary and the full transcript 
• Changed the Agent State Chart to only have an On Contact column 
• Fixed issues where rejecting contacts would report the contact as missed 
• Fixed an issue where changing resources or the date range would revert a report to the default columns 
• Fixed an issue where selecting resources for a report would only select the first page of resources 

2025.03.55 Release date: July 15, 2025

Fixes and feature enhancements: 

• Added a Contacts waiting list that shows all currently waiting contacts with details 
• Added Agent Evaluation reporting 
• Added Sentiment score reporting 
• Added ability to search for contacts based on parameters of the Agent Evaluation 
• Added evaluation details to contact details in Visualizer 
• Added ability to search for contacts that disconnected while waiting on hold 
• Added more integration with new Amazon Connect security permissions to grant users access to features within TASKE 
• Moved user preferences and reports to local SQLite database for performance improvements
• Fixed an issue that caused blocked numbers to show as a conference in Viz 
• Fixed many issues with resources with special characters 
• Improved memory usage 
• Amalgamated multiple sources of AWS data into streams feeding our data collection 
• Added spaces and semicolon as valid email separators 
• Added ability to set service level seconds in reports 
• Added the time range to report exports 
• Added counts of Logged In, Logged Out and Total agent count in real-time 
• Added lex fulfilled/unfulfilled to Channel and Contact Flow reports 
• Improved reporting for agents handling multiple contacts simultaneously 
• Corrected an issue where Visualizer was not searching adjusted for the user’s time zone 
• Combined the statistics areas and allow them to be resized, moved and choose a KPI or Gauge display 
• Added ability to resize and layout report charts 
• Voice channel by queue reporting now reports abandoned calls as having [None] for a queue if they were never queued 
• Fixed an issue where Outbound calls were incorrectly being included in service level calculations 
• Fixed an issue where search results columns were not updated until a reload 
• Fixed an issue where a call that was conferenced and an agent dropped off, the connected duration for the receiving agent was marked as on hold 
• Fixed issues with time zones and Daylight-saving time that caused scheduled reports to run at the incorrect hour 
• Corrected the issue that caused the Attribute report’s attribute selection list to change on every selection 
• Fixed a rounding error that caused charts to show a different value than the table 

2024.11.31 Release date: December 18, 2024

Fixes and feature enhancements: 

• Upgraded to .NET 8 
• Migrated Visualizer to SQLite to improve performance  
• Enhanced security and conversation transcripts for Lex bots in Visualizer 
• Added the ability to set the duration for service level calculations 
• Added the statistic Agents on calls to real-time views 
• Added a schedule start date for reports schedules that are not every day or week 
• Added the AI contact summary to Visualizer details including the ability to search for words in the summary
• Fixed channel reports drill to Visualizer to include only incoming calls 
• Removed logged out users from list of users who can receive monitored calls 
• Fixed scenarios that caused calls to be stuck in a waiting state 
• Fixed issues where special characters in resource names were causing issues 
• Fixed issues where Daylight Saving time changes caused reports to show repeated dates 
• Fixed an issue with URL encoding that prevented resources with special characters in their name to be clickable 
• Fixed an issue with Contact Flow reports where the external number the call was transferred to was not being displayed 

2024.08.50 Release date: November 6, 2024

Fixes and feature enhancements:

• Added reporting for Lex v2 Lex bots. Lex v1 reporting has been deprecated.
• Added ability to filter for Lex conversation statistics in Visualizer.
• Added count of calls that disconnected while on hold, either by agent or customer, to all reports.
• Added an Attribute report that reports on contacts to which agents assigned a selected attribute.
• Added Offered Callback count to agent reports.
• Added Call Talk Time to all reports.
• Added Agent utilization statistic and updated Occupancy statistic.
• Added Connecting Time to all reports, this is the time a contact spent ringing an agent.
• Added many review statistics that were available in reports but not in real-time.
• Added the ability for users with sufficient permissions to change the state of other agents.
• Added the ability to hide logged out agents in real-time views
• Added support to Visualizer to export all details of contacts with multiple Contact IDs.
• Added Rejected contact counts, separate from Missed contacts.
• Added the ability to identify contacts that were successfully or unsuccessfully fulfilled by a Lex bot, instead of marking them as abandoned.
• Added the ability to schedule a report to repeat from every month to every 12 months.
• Agent hierarchy views enhanced to show redacted levels.
• Fixed instances where transfer counts and durations were inaccurate.
• Improved loading speed of Saved Reports page for users with numerous reports.
• Fixed issues where unhandled scenarios caused contacts to be stuck reporting as in a waiting state.
• Fixed an issue where reports were not showing all requested data when the user’s time zone was different from the server’s time zone.
• Fixed an issue where a report’s distribution list was not parsed correctly.
• Fixed issues where Average available agents and Average positions staffed were incorrectly calculated for multiple queues.
• Amazon does not permit more than 50 recipients of an email so the distribution list in TASKE has been limited to 50 email addresses.

2024.03.76 Release date: July 12, 2024

Fixes and feature enhancements:

• Rebranded TASKE Cloud to TASKE Contact
• Added Contact Events Kinesis stream support for enhanced individual detailed contact reporting
• Implemented timezone support
• Dates and times throughout the user interface will be formatted according to the user’s preferences
• Added a setting to limit the formats that may be emailed and exported
• Added a filter in Visualizer for Amazon Connect’s resource tags
• Added the ability in real-time to filter the agent lists based on Amazon Connect’s resource tags
• Simplified callback reporting to support callbacks that are serviced by multiple queues
• Changed the logging system so that when the logging configuration changes the logs update automatically without requiring a restart
• Added agent full name and email address as options in all agent views
• Added the ability to filter all dimensions of reports by start and end time including over midnight. For example, run a Queue by agent report from 8pm to 8am.
• Added the ability to filter events in the Agent Shift Report by timestamp
• Added ‘No data’ indicator for exported and emailed reports
• By default, a queue report will show from and to hours as set in the queue’s Hours of Operation
• Added a configuration option to set the maximum number of Visualizer results
• Removed the option to monitor your own in-progress contact
• Fixed an issue where user inactivity would cause the user interface to blank
• Fixed an issue where a callback would be stuck in a waiting state in real-time
• Fixed an issue where the sentiment emoji would show a neutral face in real-time even though there was no sentiment analysis available
• Fixed an issue where agent hierarchy levels with the same name would show agents in the wrong group
• Fixed an issue where changing the date in replay while playing back would cause the service to crash
• Fixed an issue where agent reports were calculating time to answer for calls that were missed or rejected
• Fixed issues where transferred calls were not being credited correctly for queues and agents
• Fixed an issue where outbound calls that were not connected were not credited
• Fixed an issue where emailed reports would fail if the Email address field had a trailing semi-colon

2023.09 Update date: February 21, 2024

Fixes and feature enhancements:

• Added resource and feature access control – administrators may optionally configure which areas of the web portal users have access to as well as which resources they see within those areas
• Agents that have been deleted will no longer appear in Real-Time, however, they will continue to appear in Reports and Visualizer for historical reporting purposes
• Unavailable statuses that have been disabled in Amazon Connect will not be available in Real-Time and will not be enabled by default in the Agent Unavailable Reason Report
• Added the ability to exclude stale Kinesis shards from TASKE data collection
• Added the ability to set KPI thresholds for all statistics in Real-Time tables which will color the background of the table cell
• All Real-Time section tables will maintain sort and other view settings between user sessions
• Added the ability to live monitor in-progress Chats
• Added a Real-Time sentiment emoji to all agent tables for in-progress contacts
• Added a preference to select the default time frame to use when viewing Reports
• Added the ability to suppress rows with no data in Reports and a preference to choose the default setting
• Added the ability to rename and reorder columns in reports with dynamically generated columns: Agent Unavailable Reason and Queue Peak reports
• Added sorting to the Queue Peak Report
• Added monitoring and barge statistics to Routing Profiles
• Added statistics for abandoned Tasks
• Added the ability to filter in Visualizer on a customer’s response to Lex using the Get customer input block
• Added information to the Segment Flow in Visualizer to list what Queue Flow and Queue were set
• Added the ability to reset column selections, threshold values or both
• Added the ability to monitor chats
• Added the full agent hierarchy path when working with Agent Hierarchy reports
• Visualizer will no longer allow users without the Enable download button permission in their security profile to download recordings
• In Visualizer, split the timeline’s “In Contact Flow” segment to distinguish time spent in each Contact Flow
• Implemented a Content Security Policy to prevent attacks on the website
• Improved handling of errors and message returned when sending emails
• Added support for new Amazon Connect agent state transitions
• Fixed an issue where charts with a large amount of resources did not finish rendering before being exported to PDF or emailed
• Fixed an issue where Callbacks were incorrectly counted as two offered calls to a queue
• Fixed issues that caused Chat and Task statistics to be incorrect
• Fixed an issue where a saved Agent Hierarchy report could not be re-loaded
• Fixed an issue that caused a saved Visualizer query to populate the date controls incorrectly
• Fixed an issue where saved report columns were not ordered the same as when they were saved
• Fixed an issue where a saved report had duplicate columns causing it not to be viewable
• Fixed scenarios where the displayed real-time agent state was incorrect
• Fixed an issue where users without initialized user preferences had issues viewing the web portal
• Fixed an issue where Daylight Saving Time caused the date picker to select the wrong date
• Fixed an issue where scheduled reports were sent as blank reports due to the system not waiting long enough for the report to be generated
• Fixed an issue where retrieving custom Unavailable statuses caused TASKE to stop working
• Fixed an issue where an individual agent real-time page would not function due to unexpected agent states
• Fixed an issue where paging through saved reports did not deselect anything selected
• Saved reports can be emailed on demand
• Added ability to monitor and barge into conversations
• Added the ability to filter in Visualizer for monitored conversations and conversations where another user barged in
• Added Contact Lens visuals to Contact Details in Visualizer and in Real-time for an Agent Detail page while on a call. This includes a Sentiment chart and transcript with matched categories.
• Added ability to filter on categories from Contact Lens in Visualizer
• Added ability to filter on Agent Hierarchy level in Visualizer
• Fixed issues where callback calls were not being credited correctly due to a time-lapse in receiving the events from Amazon Connect
• Added ability to collapse unused sections in real-time
• Added a Queue Peak report – shows the value of a given statistic over the time intervals of a day or days in a range including the interval and/or day it was at its peak
• Added Agent Time Spent report that lists the durations and % of shift agents spent in different states
• Added Agent Direct Call report that reports on the calls that were sent to an agent via their Direct to Agent queue
• Changed the display of the Visualizer Contact Detail page when multiple agents were involved in a contact. The display groups together the disconnect reason, audio recording, sentiment analysis and flow events for each Contact ID.
• Added support for reporting on Amazon Lex V2 bots
• Added the ability to use a SSO SAML login instead of Amazon Connect credentials
• Added the ability to set whether the site is using the new or old Amazon Connect URL
• Time spent logged in but in an Offline state is available in a new Shift Time statistic which includes all time the agent is logged into Connect. Working time will include working activities performed while the agent is in Offline such as monitoring others or making phone calls, otherwise Offline time will be attributed as Non-Working time.
• Tasks scheduled to be delivered at a later time show time to accept starting from the scheduled time instead of when they were created
• Fixed an issue where an agent that stays in a state overnight shows as Offline in the morning instead of their previous state
• Fixed an upgrade issue where saved reports with specific resources selected were no longer selected
• Fixed an issue where saved Agent reports could not be changed to view Agent Hierarchy
• Fixed an issue where reports showed too many abandoned calls for a Queue
• Fixed an issue where dial-through calls would not be closed correctly
• Fixed an issue where not all report columns were exported to PDF
• Fixed an issue where using the browser back button would break report links
• Added the Unavailable Reason report – shows a count and time in the various Amazon Connect custom Unavailable statuses
• Added Unavailable Reason summary statistics to real-time
• Added the ability for users to Silent Monitor (listen to) another agent’s call
• Added the ability for users to send a Silent Monitor to another user
• Added the ability for users to move an agent from the Missed or After Work states to Available
• Added a Routing Profile Staffing report
• Fixed an issue where the Agent disconnected first statistic was not being properly tabulated
• Fixed an issue where a callback was being double pegged as an offered call when it was requested in one queue but was completed in a different queue
• Corrected an issue where the ASA time for queue calls that don’t actually wait in queue (an agent was available immediately) was incorrect
• Added the feature that when a report is saved its sort column is also saved
• Fixed an issue in Replay where if an agent was already on a call when replay was started, they are not shown as on a call

Retired

All prior versions are retired.

If you are a customer who is still current with their subscription, you may contact our technical support team, who may be able to render assistance subject to the availability of trained personnel and resources.