April 2025

Full-Screen Interaction Mode (Major Update)
Interactions now launch in a sleek, full-screen view—uniting voice, WhatsApp, video, and SMS into one streamlined workspace. The legacy interaction pane is officially deprecated.
Manual Interaction Assignment by Supervisors
Supervisors can manually assign new interactions from the queue to available team members.
Inbound/Outbound Interaction Restriction
Admins and supervisors can restrict agents to inbound only, outbound only, or both.
Click-to-Interaction in Contacts (Browser Only)
Launch calls or messages from the contact list with a single click—even for masked numbers.
Barged Recording Enabled by Default
Ensures improved monitoring and supervision.

Bulk Caller ID Upload
Upload a CSV to assign Caller IDs in bulk. Failed entries are reported via email with error details.
WhatsApp Calls in Insights CPD
Analyze WhatsApp voice calls alongside other channels.
Auto DID Rotation (Click-to-Call APIs)
Randomizes DIDs in API calls (not dashboard) to reduce spam risk.
Webhook UI Revamp (Phase 2)
Improved Add/Edit layouts with multi-DID selection, trigger configuration, and usability enhancements.

Campaign-Level Agent Performance Report
Filter agent reports by campaign for focused coaching and KPI tracking.
Enhanced Idle Time Accuracy
Refined logic for better insight into agent availability and downtime.
Call Flow Insights on Call Details Page
Visual journey view from initiation to resolution.
Bulk Recording Filename Update
Prevents mix-ups during multi-client downloads.

RBT Playback on External Transfer
Adds ringback tone for externally transferred calls.
Detailed Break Time Insights
Agents can view detailed break durations via a new panel.
Generic Holiday Calendar for Callbacks
Prevents callbacks from being scheduled on holidays.
Separated Ringing & On-Call States in Reports
Improved visibility in real-time agent activity.
Dial Retry Refresh Logic for Leads
Respects refresh interval before retrying based on dial statuses like Unanswered or Busy.

Broadcast Scheduling UI Improvements
Broadcast start/end times are now visible; “Active” button opens a modal.

Zoho SDK Integration
Click-to-Dial from Zoho CRM with seamless redirection post-call.
CRMNext + Smartflo Integration (Brand-New)
Enables 1-click dialing, disposition sync, and automatic call logging.