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Release Notes
Administrator Knowledge Base
Back to September

Fixes

Agent Experience

  • This update resolves a bug that prevented agents who were currently handling a chat or an email or were on a break from receiving direct calls to their extension
  • Occasionally, when a supervisor had stopped listening in to a call the observation banner remained visible in the agent’s portal. This update resolves this.

Blending

  • This release fixes a bug that prevented Queue Weighting settings from being saved

Email

  • This release fixes a bug that in some circumstances caused the Email Timeline to be calculated incorrectly
  • This release fixes a bug that in certain circumstances would show information from multiple emails
  • This release fixes an issue that showed incorrect subject data when an agent takes an email from the queue
  • Emails with attachments now include the attachment when forwarded
  • When supervisors chose to bulk delete emails from queues, the emails weren’t disappearing from the queue until the browser was refreshed. This update removes those emails immediately

Outbound SMS

  • Users can now select a presentation number that isn’t a Service Number

Reporting

  • This resolves a bug that was causing some calls on the External Destinations report to be shown as unsuccessful when they weren’t.

Voice Channel

  • Agents no longer receive a ring if the caller exited the queue via DTMF breakout, e.g., when requesting a call back. 
  • This release improves the Agent behaviour when taking a call back from a withheld number. Now the alternative number entered by the called is shown to the agent.

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