Faster admissions review and step-up call verification
Reviewers move through applications up to 40% faster, and contact-center agents can now verify a caller's identity in the middle of a call.
This release focuses on the two places your team spends the most time: the admissions review queue and the phones.
Coordinators get a keyboard-driven bulk review flow, and agents can step a caller up to a verified identity mid-call with a one-time passcode — no transfer, no callback.
New features
Bulk review queue for coordinators
AdmissionsWork an entire cohort from one screen. J / K move between applications, and a single keystroke records a decision with a reason code. Every action is still audited exactly as it was before.
Agent-side one-time-passcode verification
Unified Contact CenterAgents can send a passcode to the caller's verified email or phone and confirm it without leaving the call — stepping the caller up to a verified session for sensitive account actions.
Enhancements
Clearer financial-aid status timeline
Student PortalStudents see a plain-language timeline of where their aid package stands and what happens next.
Bug fixes
Article search no longer drops accented characters
Knowledge BaseSearches containing diacritics (e.g. *José*, *résumé*) now match reliably.
Security
Step-up authentication for sensitive actions
Unified Contact CenterAccount and financial changes now require a verified caller session, closing a social-engineering gap on phone support.
Performance
Dashboard query caching
AnalyticsFrequently viewed dashboards now serve from a short-lived cache, cutting median load time from ~2.4s to under 0.8s.
Before you upgrade
- •No action required. Bulk review is enabled by default for the Coordinator role.
- •In-call verification requires that a caller has a verified email or phone on file; agents see a clear prompt when they don't.
Known issues
- •Bulk review keyboard shortcuts are not yet available on the tablet layout.