Release Notes – March 12th, 2026: Page ITSM Agent Context Tab, Round-Robin Routing Improvements, GPT-5 Model Support (Copy)
Bbmorris@instant-tech.com
2 days ago
9 stepsInstantOverview
- Page Ticketing ITSM Agent Context Tab: Added validation improvements and a new admin configuration page where CSV files can be uploaded to populate ticketing lookup fields in the Agent Context tab. These values appear as dropdown selections for agents and allow standardized ticketing metadata to be applied to chat sessions.
- Manager Dashboard – Agent List Widget Improvements: Priority Agent Lists now display correctly in the dashboard widget. A “No Chats” badge appears for agents marked as No Chats, and a direct link to the Agent List editor has been added for quicker configuration.
- Agent Chat Routing - Round-Robin Agent Distribution Improvements: Improved round-robin routing logic to better balance chat assignments across available agents. When multiple agents have the same priority and workload, the system now randomizes the selection to prevent the same agent from consistently receiving the first chat.
- AI Platform – GPT-5 Model Support: Added support for GPT-5 series models (5.x) and updated AI integrations to align with the latest OpenAI API changes.
Admin UI - Page Group Lookup Configuration
- Configure the Page Group ITSM Agent context window by uploading CSV files that will be used for data lookup for the various ticketing categories.
Agent Context Window - Page ITSM Tab
- We have added a new Page ITSM tab to the Agent chat window.
Agent Context Window - Apply Metadata
- Select from the various options in the dropdown menus that are populated via the previously configured CSV files and associate the selections in the chat session metadata.
Session Details - Metadata
- The associated Page Group Ticketing metadata are attached to the session
Manager Dashboard - Priority Agent List Widget
- The Agent List widgets on the Manager Dashboard have been updated to support Priority Agent Lists. Agents who are marked as “No Chats” now display a badge so their status is easier to identify. A direct link to the Agent List editor has also been added, allowing managers to quickly open and update agent list configurations.
Round-Robin Routing – Agent Selection Improvements
- Updated round-robin routing to improve how chats are distributed across available agents. When multiple agents share the same priority and active session count, their order in the routing list can vary. This example shows how the system may generate a routing order for one chat session when selecting the next available agent.
Round-Robin Routing – Order Variation
- Because agents with equal routing conditions are now randomized, the routing order can change for subsequent chat sessions. This variation helps prevent the same agent from consistently appearing first in the list while still respecting priority and workload conditions.
GPT-5 Model Compatibility
- Support has been added for the GPT-5 model family (5.x) across the AI platform. This update includes backend changes to align with the latest OpenAI and Azure OpenAI APIs. The previous Azure “On-Your-Data” retrieval system has also been replaced with a new MCP-based workflow that performs search, reranking, and citation generation, allowing GPT-5 models to be used with AI knowledge retrieval features.