Release Notes

User Experience Upgrades

Module	Feature	Description
UIX	Number Masking in Interaction & Dynamic URL	Implemented number masking for interactions to enhance privacy and security. Additionally, each interaction now has a dynamic URL for better tracking and unique identification.
UIX	CTI: Click to Interaction via API & Contacts	Introduced Click to Interaction (CTI) functionality via API, allowing seamless integration for initiating interactions directly from contacts.
UIX	Disable Option to Start New Interaction (Outgoing Interaction)	Added a setting under User settings to disable the ability to start new interactions, improving control over communication flows.
UIX	Chime Sound for New Messages	Introduced a chime notification for new messages to ensure agents are promptly alerted, improving response time and communication efficiency.
INSIGHTS	WhatsApp as a Solution Type in the CPD	Added "WhatsApp" as a solution type in the Call Performance Dashboard (CPD) to enhance categorization and tracking of WhatsApp-based solutions.
INSIGHTS	Skill Data in Dialer Reports	Skill data is now visible in Dialer Reports, improving lead assignment tracking and analytics.
INSIGHTS	CDR for Predictive Dialer	Introduced Call Detail Records (CDR) for the Predictive Dialer, enabling tracking of call history, agent performance, and dialing efficiency.
INSIGHTS	Call Log & Call Detail Page in Insights	Added a dedicated Call Log & Call Detail Page in Insights to provide detailed call tracking, analytics, and performance insights.
Campaigns and Contacts	Member-Only Campaigns for Lead List Optimization	Improved lead list management by introducing member-only campaigns, ensuring better lead distribution and optimization.

Enhancements

Module	Enhancement	Description
MESSAGING	Improved WhatsApp Onboarding Experience (BETA)	Enhanced the user journey for WhatsApp onboarding in Channels Hub, making the process more intuitive and seamless (BETA).
APIs & Webhook	Webhook UI - List Page Enhancements	Improved the Webhook UI list page for better usability, performance, and user experience, including better filtering, sorting, and pagination.
Contact Centre Dialer	Agent Patch Music (Teamlease)	Implemented agent patch music to enhance call experience when calls are being transferred.
Contact Centre Dialer	Dialer CSAT Feedback Options Increment	Increased CSAT feedback options from 5 to 10, allowing for more granular customer satisfaction insights.
Contact Centre Dialer	CSAT Feedback on Call Disconnection	Made CSAT feedback collection mandatory when a call is disconnected to improve response rates.
Contact Centre Dialer	Inbound Missed Call Lead Status	Updated lead status tracking for inbound missed calls to ensure accurate follow-ups and reporting.
Contact Centre Dialer	Member-Only Campaigns	Enabled API support for member-only campaigns, allowing campaign sharing with a key set as "all".
Contact Centre Dialer	CRUD Operations in Dialer Skills API	Introduced Create, Read, Update, and Delete (CRUD) operations in the Dialer Skills API, enabling better control over dialer skills.
Contact Centre Dialer	Queue Name Visibility in Dialer Real-Time Report	Added queue name visibility in the Dialer Real-Time Report to enhance the monitoring and management of agent performance.
Integrations	CRM-Specific Automated Log Push	Implemented an automated log push mechanism to ensure seamless CRM-specific data logging without missing any data (CDR).

Bug Fixes

Module	Issue	Resolution
UIX	Agent name not visible in CDR (shows as undefined).	Fixed an issue where the agent name was appearing as "undefined" in CDR reports. The agent's name is now correctly displayed.
UIX	Recording not available in case of blind transfer.	Fixed an issue where call recordings were not available when a blind transfer was performed.
UIX	Blank voice when Smartflo app is sent to background.	Fixed an issue where the Smartflo app would produce blank audio when sent to the background. Voice transmission now works correctly.
UIX	Active Call Page issues.	Resolved multiple issues on the Active Call Page, ensuring smoother call handling and improved UI behavior.
INSIGHTS	Scheduled Email Report Not Delivered & Missing Email Logs.	Resolved the scheduled email reports, ensuring email logs are delivered as expected.
INSIGHTS	Webform Report Download Issue.	Fixed by optimizing query execution, improving data retrieval logic, and ensuring proper handling of large datasets.
INSIGHTS	Data Not Visible in Channels Utilization Report.	Fixed data fetching logic and ensured accurate report population.
INSIGHTS	Unable to download CDR report and Contact Group for large data.	Optimized query execution and implemented batch processing for handling large data exports efficiently.
INSIGHTS	Qualified calls not reflecting in Dialer Campaign Performance Report.	Fixed data mapping and ensured real-time sync between call disposition and report generation.
INSIGHTS	Dialer Agent Performance Report missing First Login, Last Logout, and Logged Duration for February 23rd.	Fixed data retrieval logic to ensure accurate logging of agent activities for all dates.
Contact Centre Dialer	WhatsApp Dialer Fix: Message Not Triggering.	Resolved an issue where WhatsApp messages were not being triggered due to a template issue.
Contact Centre Dialer	Lead Details Not Fetching in Inbound Call for Agent Webhook.	Fixed the issue where lead details were not being fetched properly for inbound calls in the agent webhook.
Contact Centre Dialer	Multiple Fetch Next Lead API Hits at the Same Time.	Optimized API calls to prevent multiple fetch requests being triggered simultaneously.
Contact Centre Dialer	Total Login Time Not Correct (Socket Disconnection Issue).	Addressed a socket disconnection issue causing incorrect total login time calculations for agents.
Contact Centre Dialer	Bulk Delete Not Working.	Fixed the issue where bulk delete functionality was failing to process large datasets.
Contact Centre Dialer	Parameter Dial Status Not Passed in Fetch a Particular Dialer Campaign API.	Ensured the 'Dial Status' parameter is correctly passed in API calls for better tracking.
Campaigns and Contacts	Calls on DND Number.	Ensured that calls are not placed on numbers registered under Do Not Disturb (DND).
Campaigns and Contacts	Add List ID Check for Custom Report on Edit Broadcast.	Implemented validation to ensure the correct List ID is selected when editing a custom report in broadcast settings.
Campaigns and Contacts	Broadcast Start Date/Time Mismatch.	Resolved an issue where broadcast start time was not aligning with the scheduled configuration.
Integrations	Zoho Refresh Token Issue.	Resolved issues related to Zoho refresh token expiration to ensure seamless authentication.
Integrations	Lead Search & Call Log Mapping in Salesforce IAS.	Enhanced lead search functionality and call log mapping to prioritize the most recent lead in Salesforce IAS.