February 2025

5 months ago

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 `"Your lead upload is in progress, please click here to check status"`. This message now directs users to the Upload Lead Logs page instead of showing `"Leads uploaded successfully"`.
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: Call Missed by Customer (Click to Call) Call Hangup (Missed) Updated Call Hangup (Answered) Updated
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