This release brings clearer configuration for public holidays and tighter alignment across reporting. Public holiday time ranges are now shown more explicitly in the Admin Portal. Handling of email status updates, login/logout records, Service Level reporting, and queue routing has also been improved.

🧩Enhancements

Admin Portal: Public holiday time range display -

In the Admin Portal, under Configuration → Call Flow → Advance Config → Public Holiday, the actual effective start and end time has been displayed as well, instead of only the date range. This has made it easier to confirm the full coverage period for each public holiday

🛠️Bug Fixes

Email channel: Emails remaining in Active tab after reply from Omnichannel -

In the Agent Portal, an issue where replied emails in the Omnichannel remained in the Active tab with status “Assigned”, while the Supervisor view showed them as “Pending Customer Reply”, has been resolved. Emails that are replied to from the Active tab have been removed from the Active tab and their status has been updated correctly in all views.

Admin Portal: Agent login/logout report completeness -

In the Admin Portal, an issue where the Agent Login Logout report omitted login and logout records for some agents, even though they continued handling calls, has been resolved. Login/logout reports generated for a selected period have included all relevant agent sessions so that activity in the report has matched the actual call handling history.

Admin Portal: Service Level report date range and call coverage -

In the Admin Portal, an issue where the Service Level reports had discrepancies has been resolved. The Service Level Daily and Interval reports have shown consistent call counts for the same period.
Note: Discrepancies between Activities, Real-Time views, and Performance Indicator reports will be addressed separately in a later phase.

Agent Portal: Call Queue Routing -

In the Agent Portal, a one-off issue where an inbound call appeared stuck in the queue, disappeared from the “Calls Waiting in Queue” list, and continued to be counted under “No. of Waiting Calls in Queue” even when agents were available has been resolved. Calls in this scenario have remained visible while queued, been counted consistently, and routed correctly to available agents.

✅Known Issues

Admin Portal: Discrepancies between Perfomance Indicator Reports, Activities, and Real-Time views -

In the Admin Portal, there have been discrepancies between the Activities page, Performance Indicator reports, and Real-Time views. This will be addressed in a future release. In this release, the Service Level Daily and Service Level Interval reports have been addressed.