Release Notes
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November 2024

29 days ago

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Features

  • Reporting: Insights now supports the option to download data. There is no upper limit on the amount of data the user can export, in case csv limit is reached, multiple files will be shared with the user.
    All download reports will be made available via email.
  • Reporting: Added Listen, Whisper, and Barge durations and counts to agent data in the Agent Performance Dashboard and Call Performance Dashboard.
  • Reporting: All data points of CDRs are now available in Call Performance Dashboard of Insights.
  • Integrations: Entity Search Improvements- Updated the lead/contact search to follow settings in the Lead Map Section. If no matching entity is found, the system will save the information based on the campaign’s "Save New Entity" configuration. This ensures that new entities align with campaign-specific settings.
  • Console: Added “Assigned Numbers,” “Unassigned Numbers,” and “All Numbers” filters on the “My Numbers” page, with the default selection set to Assigned Numbers.
  • Dialer: Missed scheduled callbacks can be auto-disposed by enabling a toggle button on the advance settings of the campaign creation page.
  • Dialer: Introduced supervisor logging to track Listen, Whisper, and Barge actions with time, duration, and frequency.
  • Dialer: Added call metrics in the agent panel dropdown, including today’s calls, outgoing answered, outgoing dropped, incoming answered, and incoming missed.
  • Dialer: Ratio dialer and progressive dialer permissions will be handled at the account level. For the existing clients, by default, it will be enabled and progressive dialer will be disabled.

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Bug Fix

  • Reporting: Fixed incorrect call result logging, where calls answered were marked as “Missed by Customer.”
  • Reporting: Contact name is now shown as masked in all cases of downloaded CDR.
  • Reporting: Fixed an issue where numbers weren’t masked for downloaded csv with 20k+ records.
  • Integrations: Previously, the Salesforce Entity Search API didn’t return immediate results for newly created entities, causing an error when updating leads. Now, the system will perform multiple retries for newly created entities, ensuring the update completes successfully.
  • API/Apps: Resolved an issue in Smartflo Softphone iOS where multiple calls were queuing in Department Queue cases.
  • API/Apps: Corrected an issue in Smartflo Chrome extension, which displayed an “invalid id” error on deleting contacts.
  • API/Apps: Fixed Smartflo iOS app where calls remained connected post-hangup.
  • API/Apps: Resolved multiple Chrome extension instances opening instead of focusing on a single instance.
  • API/Apps: Fixed a login-refresh issue in Chrome extension that logged out agents post-refresh.
  • API/Apps: Fixed the inability to open contact pages in the Smartflo Android app due to connectivity errors.
  • Console: Resolved incorrect information display in DID Inventory section history.
  • Console: Addressed system recording edits not updating; edited versions now reflect after 30 minutes.
  • Dialer: Fixed issue where dialer continued ringing post-disposition, requiring agent re-login.
  • Dialer: Corrected CDR display to show user-selected disposition if the call is answered.

Enhancement

  • Console: Updated tooltips for user management for improved clarity.
  • Console: Added new permissions (add/edit/view/delete) for managing the gateway on Admin.
  • Console: Added update notification for system recording edits; changes may take up to 30 minutes to reflect.
  • API/Apps: Added DTMF, Transfer, mute, and hold options support for Android extension.
  • API/Apps: Smartflo service management now natively supports Android 14.
  • Integrations UI: Removed beta tags and added ribbons for better visual guidance.

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Optimization

  • Reporting: Reduced report-fetching time of the agent performance dashboard.
  • Console: We have made a few changes in the login and forgot the password journey of a user/client.
    • Forget password:
      An OTP will be sent on email and phone number when a registered username is provided. User can reset their password after verification.
    • For consecutive incorrect password attempts:
      The user can click on "forget password" and reset their password. Their account will be unblocked, and they will no longer need to reach out to support.
    • 30 days inactivity:
      With the correct login ID and password, the user will be shown a message about their account's inactivity. Follow the verification process, and you can set a new password.
    • User login blocked due to 90+ days of password not being reset:
      Following the same verification process user can reset their password.
      Note: If the client blocks the user, the user will have to contact the client admin to get their account unblocked.
  • Dialer: Improved Progressive Dialer with:
    • Auto-dialing when lead status is reset.
    • New lead uploads that systemically pick up without page refresh.
    • Reporting for Progressive Dialer campaign call data across all reports.
  • Reporting: Real Time Report is now optimized.
  • API/Apps: Improved search in Smartflo’s Chrome extension and added fallback for contacts when the “Use as Phone” toggle is enabled.
  • Manual Dial: Manual dial search is optimised to search with any number of characters upon the click on search icon

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