A new release is scheduled to be applied to all non-production environments on September 24th at 5:00PM ET.

There will be no downtime associated with the release of this update, but it is always best practice for users to clear their cache after the update is complete.

Emplifi Agent 13.0 contains updates in the following areas (and more):

• New AI features (please reach out to your CSM to find out how to enable and configure them):- AI Code Predictions in ESP- AI Case Insights Report- AI Case Timeline & Summarization

• Multiple enhancements to Reports & Utilities

• Agent Assist Enhancements

• Security Enhancements including MFA

• Audit Trail Enhancements

• Macros for Advanced Suggestions

Reminder: Our deployment process includes a step that copies layout configuration files. Any changes made to layouts after the copy is made will need to be re-applied. We recommend freezing edits to layouts one week before the maintenance window.

Release notes with more details will be on or before the release date through the Customer Portal, online help, and Agent webinar series (https://learning.emplifi.io/events/).

A second release candidate (13.0 RC2) is planned for non-production on October 8th and the current planned date for release to production environments is November 5th. Additional notifications will be sent regarding these updates as more information is available.

Who do I contact if I have questions?

If you require additional information, please contact your CSM or Support. Support can be reached through our Customer Portal (http://support.emplifi.io/ ), by phone (+1-614-508-6150), or call toll-free using any of the following in country numbers:

USA/Canada – +1 855-508-6150Germany – +49 800 1830448France - +33 800 91 16 42UK - +44 800 029 3282

Thanks!