This release brings clearer visibility into interaction details and agent activity. Recording IDs are now aligned across Interaction Reports and Activities. Agent status, call status, and SMS part counts are now displayed more transparently in the Agent Portal, helping to ensure interactions are tracked and interpreted 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

Interaction reports: Recording ID in downloads -

In the Admin Portal, the Recording ID is now included in the Interaction Report download in a dedicated Recording ID column, matching the values shown on the Activities page.

Agent Portal: Display of agent status and call status -
In the Agent Portal, the agent status and call status are now displayed directly in the UI so that cases such as “not-reachable” call status are clearly shown. For more details, check out our knowledge base article.

Agent Portal: SMS part count display -

In the Agent Portal, the SMS composer now displays the total number of SMS parts that will be sent, calculated dynamically based on 160 characters per SMS.

✅Known Issues

Agent Portal: Login records sometimes missing after force logout

In the Agent Portal, some agents who are force logged out by an admin and then log in again later may not have their subsequent login accurately reflected in login history and real-time status, even though they can still place and receive calls. This inconsistency has been identified and will be addressed in a future release.

Agent Portal: CTI logout activity sometimes not recorded

In the Agent Portal, when an agent sets their status to Offline, they may be logged out of the CTI widget but the logout may not be reflected correctly in activity/history, which can cause the agent to appear stuck in Wrap Up. This inconsistency has been identified and will be addressed in a future release.