This release brings sorting functionality to the Omnichannel email inbox, allowing agents to order emails by date. A new Dropped Call Report has also been added, providing visibility into inbound calls that were disconnected before reaching an agent. Several email channel improvements and bug fixes are also included.

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: Sorting function on Agent Inbox -

n the Agent Portal, the Omnichannel email inbox now supports sorting by date. Emails can be ordered from oldest to newest or newest to oldest using the sort control on the date column header. The default sort order has been set to "Oldest First"

Email channel: Default date filter range -

In the Admin Portal and Agent Portal, the default date filter for the email channel has been extended from 3 days to 7 days. This applies to the Real-Time email view in the Admin Portal and the Omnichannel search in the Agent Portal, reducing the need for agents to manually adjust the date range repeatedly.

Activities Page Smart Search -

In the Admin Portal and Agent Portal, the search functionality on the Activities page has been enhanced with smart search. Agents are now searchable by name, email address, or agent ID. Relevant suggestions are displayed as the search term is entered.

Email channel: Agent email auto-assignment threshold -

In the Admin Portal, the maximum number of emails that can be auto-assigned to a single agent has been increased from 3 to 5. This threshold is now configurable, allowing administrators to adjust the limit as needed.

✨New Features

Dropped Call Report -

In the Admin Portal, a new Dropped Call Report is now available under the Reports module. The report provides a downloadable Excel file for inbound calls that did not reach an agent. Calls are classified by where the disconnection occurred, either during the IVR (before entering a queue) or during the Queue (before an agent was connected).

Call status duration display in Agent Portal -

In the Agent Portal and in the CTI widget, the agent's current status along with a real-time duration counter is now displayed. The duration reflects how long the agent has been in the current agent status (e.g., Available, Busy, Offline), updating in real time.

🛠️Bug Fixes

Email channel: Email interactions not appearing in portal search -

In the Admin Portal and Agent Portal, an issue where certain email interactions could not be located using the Interaction ID search has been resolved. The search logic was enhanced to correctly retrieve and display all interactions.

Data discrepancies across Activities, Real-Time, and Reports -

In the Admin Portal, an issue where interaction counts differed between the Activities page, Real-Time dashboard, and the Activities Report has been resolved. The records across Activities, Real-Time views, and downloaded reports are now consistent and accurate across all views.