5 FEB, 2026

This release brings improvements to email routing reliability and call handling stability. Email auto-assignment now works as expected, and inactive agents no longer appear in assignment lists. Call hold, transfer behaviour, real-time agent duration display, and call status logging have also been corrected for more consistent reporting.

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

🛠️Bug Fixes

Email Channel: Email Assignment For Inactive Agents -

In the Admin Portal, under Real Time → Email → Queues, an issue where inactive agents appeared in the Assign to Agent dropdown for email reassignment has been resolved. Only active agents are now displayed and selectable in the Assign to Agent dropdown.

Email Channel: Email Auto Assignment -

In the Agent Portal, an issue where automatic email assignment to agents was not functioning has been resolved. Emails in queue are now routed to available agents as expected.

Calls Placed On Hold -

In the Agent Portal, an issue where agents were unable to place the call on hold has been resolved. Calls are now placed on hold and resumed correctly when the Hold/Unhold button is used.

Call Transfer During Ongoing Calls -

In the Agent Portal, an issue where an ongoing inbound call was disconnected from the first agent and reassigned to another available agent has been resolved. Calls in progress now remain connected to the originally assigned agent without being reassigned.

Abandoned Call Count Discrepancy -

In the Admin Portal, an issue where the Service Level report showed a different count of abandoned calls than the Real Time dashboard has been resolved. Abandoned call counts are now consistent across the dashboard and report views.

Real-time Agent Dashboard -

In the Admin Portal, under Real Time → Agents, an issue where the Duration column for agents logged in for more than 24 hours was displayed incorrectly has been resolved. The full elapsed duration is now shown correctly, and sorting by duration continues to work correctly

Call Status Discrepancy -

In the Admin Portal, an issue where calls answered by an agent were logged as “No Answer” has been resolved. When an agent successfully handles the call, the call status is now recorded correctly as answered.