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New features released under ACE 33

October 2026

ACE 33 keeps getting better. Feature releases add functionality to the ACE suite outside of the main release schedule.

New and updates features

Updates to ACE Statistics

”Today’s statistics”

Now we launch updated functionality in our web application ACE Statistics. The new feature allows you to view and follow up on the very latest daily data in your ACE powered contact center.

In the ACE Statistics application, simply select any perspective under Today’s statistics to view and analyze the contacts and activities, specifically for the current day. Data is updated frequently to provide an always updated view of current load and activity. You will find the same views and powerful features as for historical perspectives, only without the date filtering functionality.

This feature allows organizations to make data-driven decisions quickly and efficiently based on up-to-date insights.

ACE Statistics start view updated with Today's perspectives
The updated start view now shows two columns for perspectives. One for historical stats (until midnight last day) and one for Today’s statistics.
An example perspective showing the agents’ time in different activities. Note that there is no time filter, instead the current date is shown in the filter bar.

Updates to ACE Virtual Agent

Bot to human handover in chat

A feature update to ACE Conversational Hub orchestration layer, enables ACE Virtual Agent, typically provisioned in ACE Conversational Widget, to seamlessly hand over a chat conversation to a human agent.

When the bot, powered by market leading Google AI, reaches a point in the conversation where human assistance is required or requested, it suggests a handover to a human agent. Given that the user accepts to be transferred, the conversation is placed in a chat queue where the human agent receives it and continues in ACE Interact as usual. If eID authentication is done by the bot, this follows along in the handover and is clearly indicated to the human agent.

This opens up for highly efficient flows with a smooth customer experience, getting both quick, flexible and skilled help.

Showing the point in the chat where the user is asked to accept or decline the handover to a live human agent
When handover is required or requested, the end user is asked to accept or decline the transfer to a live agent.
Notes

Feature releases do not require upgrading of central ACE nodes. Please refer to release notes for version compatibility