12 JAN, 2026

This release brings enhancements to real-time agent monitoring and several fixes to call handling behaviour. Additional status details in the Real-Time Agents list and improved skill management in the Admin Portal have been introduced, alongside corrections to agent status synchronisation and call routing logic. This release is now available in certain regions and will be rolled out to all regions over time.

🧩Enhancements

Additional status details displayed in Real Time Agents List -

The Status column in the Agents section under Real-Time now shows additional call status information in brackets beneath the main status text. This added visibility has helped teams quickly diagnose routing issues, reducing investigation time. For example:

Available
(Ready)

Agent/Supervisor Skill Management in Admin Portal -

In the Configuration tab, under User Management for Supervisors and Agents, the skills list on the Edit/Add Agent and Edit/Add Supervisor pages has been updated to show 10 skills per page by default, with search by skill name and sortable “Skill name” (A→Z by default) and “Proficiency” columns, making it easier to review and manage large skill sets. 

🛠️Bug Fixes

Answered Calls Logged as ‘Not Answered’ with 0 Second Duration -

An issue in the Agent Portal that caused answered calls to be incorrectly recorded as not answered with zero‑second duration has been resolved. Agents no longer see calls marked as missed when they have actually been answered.

Agent Trace Report Status Accuracy -

Issues in the Agent Portal that caused incorrect status entries in the agent trace report, including missing logout records for some agents, have been resolved. Reports now reflect expected agent activity. 

Agent Stuck in Available State on Real Time Dashboard -

An issue that caused agents to remain in the ‘Available’ state on the Admin Portal Real-Time Agent Dashboard, leading to calls being stuck in the queue, has been resolved. Agent statuses now update accurately, ensuring correct call routing and display on the dashboard.

Pagination After Skillset Change -

In the Admin Portal Configuration tab, under User Management for Agents, an issue where making changes to an agent’s skillset resets the pagination to page 1 has been resolved. The current page view is now maintained when updating skills.

Caller Disconnection Error Message -

An issue where a misleading error message is shown to agents when a caller disconnects immediately after the call is answered has been resolved. In this scenario, the toast will only display “The caller has hung up”, and the misleading “The call has been placed back in the queue” message has been removed to reflect the actual call scenario.

Call Routing to Voicemail When Agents Are Available -

An issue where inbound calls could be routed to voicemail even when agents appeared as available has been resolved. The routing logic will correctly evaluate both agent status and call status, ensuring calls are delivered to eligible available agents instead of being sent to voicemail.

Calls Received During Call Wrap Up -

An issue where calls could be offered to agents while they were still in wrap-up with pending actions has been resolved. The Agent Portal now ensures no new calls are delivered until wrap-up is completed and the agent is returned to Available status.

Agent Status Synchronisation in Dashboard -

Issues with agent status synchronisation in the Real-Time Agents Dashboard have been resolved. Agents are no longer flagged as ‘Call not answered’ when they are ‘Available’, nor do they continue to receive missed call notifications despite being available. Agent status now updates correctly in real time across dashboard views.