27 NOV, 2025

This release brings concurrent campaign execution in the Preview Auto Dialer, enabling agents to receive calls from multiple eligible campaigns simultaneously. It also resolves several call handling and reporting issues, including call recording retrieval, wrap-up information display, abandoned call count discrepancies, real-time agent status synchronisation, outbound call duration accuracy, and activities report timing.

🧩Enhancements

Pagination for Skills List in Agent and Supervisor Management -

Pagination is now available in the skills section when adding or editing agents and supervisors in the admin portal. In the Configuration tab, under User Management, the skills list for both agents and supervisors displays pagination to support easier navigation when managing a large number of skills.

✨New Features

Concurrent Campaign Execution in Preview Dialer-

Multiple campaigns with different skills can now run simultaneously in Preview Dialer, allowing agents to receive calls from all eligible campaigns in parallel.

🛠️Bug Fixes

Call Recording Retrieval Behaviour -

An issue causing missing call recordings and delayed retrieval messages has been resolved. The 'please try again in 300 seconds' message will no longer appear when fetching call recordings. 

Wrap-up Information Display in Activities Tab-

The Call Category, Call Type, and Callback Type fields in wrap-up information on the Activities tab now displays values as expected. These fields were previously appearing blank across all lines of business, with only the Notes field visible.

Report and Dashboard Call Count Discrepancy -

An issue causing discrepancies in the displayed number of abandoned calls between Admin and Supervisor views has been resolved. The correct number of abandoned calls are now visible in the Admin and Supervisor Portals.

Agent Status Synchronisation in the dashboard -

Issues with agent status synchronisation in the dashboard have been addressed. Previously, agents would be ‘Available’ while being marked as ‘call not answered’ or continue to receive missed call notifications despite being available. Agent status updates correctly in real time across all dashboard views.

Outbound Call Duration for some Agents -

An issue causing outbound calls made by some agents to display a duration of 0 seconds, despite the calls being answered and connected, has been resolved.

Activities Report Timing Discrepancy -

An issue causing incorrect timestamps to appear in the activities report for some interactions has been resolved. Start times for calls now display the correct date and time. 

Availability

These enhancements are now available for users in all regions.