12 NOV, 2025

This update brings multiple fixes and improvements. Pagination in the Wallboard Supervisor Panel now correctly displays all agents with proper paging. Caller status indicators have been corrected to show ongoing call states accurately.

✨New Features

Recording ID Filter in Activities -

A filter to search activities by recording ID is now available in both the Admin and Agent portals. This enables targeted searching of recordings using their recording ID.

🛠️Bug Fixes

Wallboard Agent List Pagination -

Pagination for agents in the Wallboard Supervisor Panel has been resolved. All agents are now visible with correct paging, even when no queues are selected. 

Skill Checkbox Display in Add Skill Pop-up -

An issue where the skill checkbox appeared unticked in the “Add Skill” pop-up despite the skill being added and saved has been resolved. The skill now correctly shows as selected when assigned and saved.

Caller Hangup Status Display During Ongoing Call -

An issue where the interaction status displayed 'Caller hangup' while the call was still ongoing with the agent has been resolved. The status indicator now accurately reflects the current call state. 

Call Routing to Voicemail When Agents Are Available -

An issue where inbound calls were routed to voicemail despite agents being available has been resolved. Calls are now correctly routed to agents when they are ready to take calls.

Agent Statistics Discrepancy in Admin and Supervisor View -

A discrepancy in agent statistics between the agent and admin or supervisor views has been resolved.

Break Status Category Update -

An issue where changing the status category from 'Non-Break' to 'Break' for 'Prayer' and 'Short Break' did not persist after saving has been resolved. The status category now correctly remains updated.

Call offered to agent in wrap-up state-

An issue where calls were offered to agents during their wrap-up state has been resolved. Calls are properly routed only when agents are ready, ensuring accurate call handling and status updates.

Availability

These enhancements are now available for users in all regions.