Fixes

Calls

We have added a fix where for some agents, call control buttons were not appearing.
We have added a fix where outbound calls were being incorrectly classified as international calls.
We have added a fix where a recording couldn’t be resumed after it was paused.
We have added a fix where calls were getting assigned to agents over webchat when ‘don’t allocate items from other channels’ was on.
We have added a fix where CLI was not being masked correctly.
We have added a fix where the contact was displayed at the top of the active item widget instead of the service number.

Call slots

We have added a fix where calls slots booked for next week weren’t being set correctly.

Call transfer

We have added a fix where the agent name and queue ID was not appearing correctly after a consultation.
We have added a fix where occasionally, an agent stayed ‘on call’ after transferring the call.

Email

We have added a fix where buttons were not appearing correctly when sending an email.
We have added a fix where the queue length count was stuck at zero.
We have added a fix where email templates were not showing as expected when the template was editable.
We have added a fix where emails were causing the UI to change the screen width.

Login/logout

We have added a fix where agents were being presented with an error message when logging out.

Omnichannel

We have added a fix where the wrong values were appearing in the Omnichannel tab.

Recording

We have added a fix where agent recordings were generated for an outbound call when the default call recording mode was ‘off’.

Reports

We have added a fix where email queue reports weren’t working when aggregated by month, queue, day or hour.
We have added a fix where service level was showing as 0 in the service number report.
We have added a fix where the break reason aggregation was not working when sent via email and SFTP.
We have added a fix where aggregations by time were not working in the Webchat Queue Report.
We have added a fix where the average talk time in queue reports was differing dependent on the aggregation.
We have added a fix where service level was sometimes showing at >100%.
We have added a fix where the agent name was missing in the calls report.

Salesforce integration

We have added a fix where the ‘on hold’ button was not appearing in the Salesforce UI.

Sim ring

We have added a fix where agents were occasionally getting stuck in a dialling state when an agent became available just as a sim ring call came in.

Supervisor

We have added a fix where agent names were removed from the detailed queue view.
We have added a fix where not all queues were listed in live data.

Wrap up

We have added a fix where wrap up time extension wouldn’t work when a call was answered while dealing with an email.

Wallboards

We have added a fix where wallboards were not showing data when being loaded for the first time.
We have added a fix where wallboards were showing the incorrect calculation of availability.

Webchat

We have added a fix where downloading a webchat wasn’t working.
We have added a fix where a webchat was able to continue when an agent was in wrap up.

Voicemail