OCT 16, 2025

This release introduces a suite of new features across communication and reporting modules. Email integration for Omnichannel is now available, along with enhanced tracking and visibility features in call reporting and in-app release note access within both the admin and agent portals.

✨New Features

Omnichannel - Email Communication

The initial phase of email integration for Omnichannel is now available. This upcoming release will include minor UI changes for both agent and admin interfaces to support email communication channels. Learn more about how to use it in our Help Centre. 

Release Notes in Agent and Admin Portal App -

Release Notes are now accessible within both the admin and agent portals. They can be viewed by selecting the help icon located at the top navigation bar. 

Dial Out Call Tracking-

Dial-out calls are now classified as inbound in all statistics and reports. Active dial-out calls are displayed in the active calls list. Report layouts remain unchanged. 

Inbound Call Disconnection Tracking-

Inbound calls disconnected by customers are now tracked in system reports. When a customer disconnects during the ringing stage, the call is recorded with a green tag titled Caller Hangup in the Activities page. The tag is displayed under Incoming Call in the Channel column, and the Destination column is populated. These calls are reflected in the Service Level and Interaction History Reports but excluded from Performance Indicator reports, as they are not related to agent performance. This call will be included in Abandoned calls, and the total call count will also increase accordingly. The count for answered calls remains unchanged

🛠️Bug Fixes

Several internal fixes and stability improvements have been implemented across multiple modules. These updates enhance overall system reliability, improve reporting accuracy, and provide a smoother user experience.

Availability

These enhancements are now available for users in all regions.