29 JAN, 2026

This release brings several fixes for agent status handling and reporting in the Admin and Agent Portals. Email hyperlink handling will be corrected, agent status and logout issues will be resolved, and filtering and display of real-time agent activity will be updated to reflect current behaviour more accurately.

This release is part of a staged rollout and will become available in your region once your scheduled deployment for this run has completed.

🧩Enhancements

Pagination for Menus in Access Control -

In the Admin Portal, pagination has been added to the Menus page under Configuration → Access Control → Menus. Menu items are now displayed in pages based on the number of main menu rows.

Voicemail Inbox Notification Pop-Up Removal -

In the Admin Portal, the pop-up message for voicemail inbox notifications has been removed. The unread voicemail count remains visible at the top of the notification panel.

🛠️Bug Fixes

Email Channel: Hyperlinks -

In the Agent Portal, an issue where hyperlinks added to email text were removed after sending has been resolved. Hyperlinks are now retained in sent emails as expected.

Email Channel: Templates-

In the Admin Portal, under Configuration → Email → Templates, an issue in the Templates page where navigating to the next page could show an empty list of templates has been resolved. Email templates now load correctly across all pages, and the number of templates displayed matches the total count shown.

Last Refresh Column Sorting Icon -

In the Admin Portal, the sorting icon has been removed from the Last Refresh column header in the Agents tab within the Real Time section. A tooltip explaining the purpose of the Last Refresh column is now available.

Auto Logout During Calls -

In the Agent Portal, an issue where an agent was automatically logged out during active calls has been resolved

Agent Trace Report Status Accuracy -

In the Admin Portal, issues causing incorrect status entries in the agent trace report have been resolved. These included missing logout records for some agents, calls being answered during designated meal breaks, and discrepancies between actual and reported login and logout times. Status tracking within the report now reflects expected agent activity.

Agent Stuck in Available State on Realtime Dashboard -

In the Admin Portal, an issue causing agents to remain in the "available" state on the Realtime Dashboard, leading to calls being stuck in the queue, has been resolved. Agents’ statuses are now updated accurately to ensure proper call routing and display on the dashboard.

Hold Icon Display in Transfer Cases -

In the Agent Portal, the issue where the hold icon remained active on the user interface after a transfer case was completed has been resolved. The hold icon now updates correctly to show when hold is released. Audio routing inconsistencies reported during hold scenarios have also been addressed.

Repeated Logout After Login -

In the Agent Portal, an issue causing agents to be repeatedly logged out after logging in has been resolved.

Real Time Agents Status Filter -

In the Admin Portal, the "In Call" status option is now available in the filters dropdown on the Real Time Agents tab.