February 2025
Release Notes
New Features
| Category | Feature | Description |
|---|---|---|
| NA | NA | NA |
Enhancements
Category | Enhancement | Description |
|---|---|---|
Reporting | Total Calls Column in Agent Performance Report (Custom Report) | Added a "Total Calls" column in the Agent Performance Report (Custom Report) to help managers identify underperforming agents and high call volumes, enabling better decision-making. All previous reports remain unaffected. |
Reporting | "Yesterday" Option in Send Now | Added an option in the Send Now section of the Dialer Agent Performance Report (DAPR) to download yesterday’s report instantly. This option is exclusive to DAPR and ensures accurate data retrieval for the previous day. |
Integrations | Enhanced CDR Data for CRMs | Improved CDR data sent to CRMs by adding start time and end time in the "Properties" column, starting with Freshdesk Dialer. Ensures accurate and consistent data across all platforms, enhancing insights and analytics. Gradual rollout planned for other CRMs. |
Dialer | Lead Skills in Dialer CDR Report | Added skill ID and skill value to the Dialer CDR Report to give customers visibility into the skills assigned to leads. This allows better tracking of lead skills. |
Dialer | Status Key for Disposition & Sub-Disposition | The Disposition Status and Sub-Disposition pages added a status key (enabled/disabled) to manage their visibility during call disposal. Only enabled statuses will appear in the call disposal panel. |
Dialer | Member-only Campaign Access | Supervisors can view and edit only the campaigns they are a part of. This ensures that supervisors cannot access or modify campaigns to which they do not belong. |
Dialer | Lead Priority Display | Added a feature to display the lead priority on the dialer agent panel. This helps agents prioritize leads based on their assigned priority. |
Campaigns & Contact | Updated Success Message for Lead Upload | Changed the success message after lead upload to |
Campaigns & Contact | Start and End Broadcast Dates Validation | Introduced a feature where users can set start and end broadcast values. If the start date doesn’t match the configuration page, an error message is shown with options to either edit or cancel the broadcast. |
Campaigns & Contact | Broadcast Configuration - Accordion Design | Implemented an accordion design for the broadcast configuration page to organize each section. This allows users to expand or collapse sections for a more streamlined and user-friendly experience. |
Apps | Log in with Azure in Smartflo Softphone Chrome Extension | Added functionality to log in using Azure AD credentials for agents in the Smartflo Softphone Chrome Extension. Agents can now authenticate seamlessly with their Azure AD credentials. |
API & Webhook | Webhook Triggers for Call Controller | Released the remaining webhook triggers for Call Controller on Smartflo:
|
API & Webhook | LSQ Webhook Integration Enhancement | Added the Agent ID parameter in the webhook to resolve issues faced by customers using LSQ Integration. |
UIX | Single Agent Selection for Dialing | Improved call handling when an agent is registered at multiple locations. The system will now select only one agent from the location table and route the call accordingly. |
Bug Fixes
| Category | Issue | Resolution |
|---|---|---|
| Reporting | Call Recording URL Format Issue | Fixed inconsistency where CDR Report URLs were playable without login, but Custom Report URLs required authentication. Now, both follow a standardized format. |
| Reporting | DAPR and CDR Data Mismatch | Fixed an issue where DAPR and CDR data were not matching. The connection issue has been resolved, ensuring the data remains up-to-date and accurate in both reports. |
| Reporting | Missed Call Report Missing | Fixed an issue in the Missed Call Consumer where if MongoDB was down, the service would not restart, causing outdated data. The service now automatically restarts if MongoDB is down. |
| Dialer | Inconsistent Total Duration Data | Fixed an issue where Total Available Duration and Total In-Call Time Duration data was inconsistent between the Dialer Real-Time Report and the Dialer Agent Performance Report. Both reports now accurately update the day-end data. |
| Dialer | Dialer Campaign Tab Color and Button Issue | Fixed an issue where the dialer campaign tab color was incorrect and the Next buttons were getting disabled across all tabs. |
| Dialer | Step-wise Campaign Issues | Fixed several issues in step-wise campaigns: 1. The Next button was becoming disabled. 2. The Finish button was disabled but still functional. 3. Mapped agent data was disappearing. |
| Dialer | Dialer Agent Real-Time Report Issue | Fixed an issue where the Dialer Agent Real-Time Report was not updating correctly. The data displayed was incorrect, and the report now reflects the accurate real-time data. |
| Campaigns & Contact | Exporting Lead List Data Issue | Fixed an issue where emails were not being generated when exporting lead list data with more than 10,000 records. Now, the email is sent successfully, and users can download the lead list data from the email attachment. |
| UIX | Customer Number Not Displayed | Fixed an issue where the customer number was not displayed on the softphone during an incoming call. Instead, the agent number was shown. Now, the correct customer number will appear. |
| UIX | WhatsApp Template and SMS Trigger Issue | Fixed an issue where the WhatsApp template was not working in the case of Custom Dial Plan (CDP). Now, an SMS will be triggered in every case within the custom dial plan. |
| UIX | Transferred Call Mis-marked as Missed | Fixed an issue where an attended transfer of an outbound call was incorrectly shown as missed in the Call Detail Record (CDR). The transferred answered call will now be correctly marked as answered. |
| Apps | Voice Issue in Softphone | Fixed an issue in the TATA Smartflo Softphone (Android) where the voice was not coming through when the app was running in the background. |
| Apps | Android App Crash on Incoming Call | Fixed an issue where the TATA Smartflo Softphone (Android) was crashing when receiving an incoming call while the app was running in the background. |
| Apps | Android App Crash Issue | Fixed an issue where the TATA Smartflo app (Android) was crashing unexpectedly. The app is now stable and no longer crashes during usage. |
| Integrations | Freshdesk Authorization Issue | Fixed an issue where agents were not getting authorized on some accounts when there were no contacts with either a phone number or name. |
| Integrations | LSQ Dialer Num Field Missing | Fixed an issue where LSQ logs were not being generated due to a missing num field in the call flow. A check has been added to retrieve the agent number from the available call flow. |
Optimizations
| Category | Optimization | Benefit |
|---|---|---|
| NA | NA | NA |