17 DEC, 2025

This release brings fixes to ensure consistent call and interaction data across the Activities tab, Real-Time Outgoing Calls Dashboard, and reports.

🛠️Bug Fixes

Data Consistency Across Activities, Real-Time Outgoing Calls Dashboard, and Reports-

An issue causing discrepancy in the number of calls and interactions displayed between the Activities tab, Real Time Outgoing Calls Dashboard, and various reports has been resolved. Data processing has been aligned to ensure consistent reporting throughout the Portal.

✅Known Issues

Hold Icon May Not Update Correctly in Transfer Scenarios-

In the Agent Portal, the Hold icon may not accurately reflect the call status during certain call transfer scenarios. The dialpad may continue displaying the Hold icon as active, potentially causing confusion about the actual call state despite full functionality. While this issue is being resolved, it is recommended that agents verify call status via audible confirmation with the caller. If agents notice that the Hold icon did not update as expected, they can click the Hold button one more time to ensure the correct call state is set.

Outbound calls with short dialled digits not captured in Activities-

Outbound calls where the dialled digits are shorter than the required length are not captured on the Activities page. However, these calls are still counted in the Reports. As a result, users may notice a discrepancy between the number of outbound calls shown in Activities and those reported in the Performance Indicator Reports. This issue will be addressed in a future release. While this issue is being resolved, it is recommended that for outbound calls with digits shorter than the expected length, rely on Reports for the accurate call count, as these calls will not appear in Activities.