This release brings threaded email replies in the Agent Portal and clearer queue visibility for email cases with exact “In Duration” timestamps. Reporting accuracy for interaction history and After Call Survey exports has also been improved. Several email channel UI issues in the Agent and Admin Portals have been resolved.

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

Email Channel: Exact Date And Time For ‘In Duration’ -

In the Admin Portal under Real Time → Email → Queues and in the Agent Portal under Omnichannel → Emails Waiting in Queue, the ‘In Duration’ column for email cases now displays the exact date and time when the case entered the queue instead of relative values such as months, days, hours, or minutes ago.

✨New Features

Email Channel: Previous Reply Threads -

In the Agent Portal, email replies now include the previous customer and agent messages in a single threaded conversation view.

Email Channel: Agent Status For Digital Channel Only -

In the Agent Portal, a new Digital Channel Only status is available so that agents in this status receive only digital interactions while voice calls are routed to other available agents. For more details, check out our knowledge base article.

🛠️Bug Fixes

Filter Accuracy In Interaction History Report -

In the Admin Portal, an issue where the Interaction History Report ignored the selected team filter and returned data for all teams has been resolved so that the export now only includes interactions for the chosen team.

Filter Accuracy In After Call Survey Report -

In the Admin Portal, an issue where the After Call Survey daily report returned inconsistent survey counts when a specific team was selected compared with no team filter has been resolved so that reports now match the underlying survey data.

Email Channel: Same Draft Content Showing Across Multiple Email Tabs -

In the Agent Portal, an issue where drafted email content appeared in other open email tabs when switching between them has been resolved so that each tab now retains only its own draft content.

Email Channel: Admin Portal UI Display Issues For Specific Emails -

In the Admin Portal under Real Time → Email → Queues, an issue where opening a specific email caused layout and styling issues has been resolved so that the UI now renders correctly for all emails,

Email Channel: Omnichannel Search Bar Usability -

In the Agent Portal under Omnichannel, the search bar layout has been updated so that search text is no longer cut off.

Email Channel: Layout For Long Email Content-

In the Agent Portal, an issue where long email content caused the email view to extend beyond the visible screen and hide the Reply button has been resolved so that the email body and actions now remain properly visible.