This release brings a 60-minute interval option to the Service Level Report (COPC / Non-COPC) in the Admin Portal, along with an "Assign to Me" button for the email channel. Several email-related fixes have also been applied, including attachment downloads and CC recipient handling.
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
Service Level Report COPC / Non-COPC: 60-minute interval option –
In the Admin Portal, a 60-minute interval option has been added to the Service Level Report (COPC / Non-COPC). Previously, this interval was not available. The report can now be generated using 60-minute increments for more granular data analysis.
Email channel: Assign to Me button –
In the Agent Portal, an "Assign to Me" button has been added to the email channel. Previously, if an email was assigned to another agent, other agents were unable to interact with it. Agents can now reassign searched emails to themselves, allowing them to respond directly.
🛠️Bug Fixes
Email channel: Truncated email content display –
In the Agent Portal, an issue where email content containing large images or preformatted text appeared truncated, misaligned, or incompletely displayed has been resolved. Email content now renders correctly regardless of embedded image size or text formatting.
Email channel: Attachment download failure for multi-recipient emails –
In the Agent Portal, an issue where downloading email attachments returned an "internal server error" has been resolved. Attachments now download correctly regardless of the number of recipients on the email.
Email channel: Attachment download failure for filenames containing special characters –
In the Agent Portal, an issue where downloading email attachments with special characters in the filename, such as parentheses, returned an error has been resolved. Attachments now download correctly regardless of special characters in the filename.
Email channel: Removed CC recipient reappearing in sent emails –
In the Agent Portal, an issue where a CC recipient removed before sending an email still appeared in the sent email has been resolved. Emails now correctly reflect the updated CC field, and removed recipients are no longer included.
Call queue routing for available agents –
In the Agent Portal, an issue where incoming calls remained stuck in the queue despite an agent being available has been resolved. Calls are now routed to available agents as expected.
âś…Known Issues
AI Transcript: Swapped agent and customer labels on inbound calls –
In the Agent Portal, an issue has been identified where the AI transcript incorrectly swaps the agent and customer labels on inbound call recordings. This will be resolved so that agent and customer labels are correctly identified.
Assigned case redirects to undefined page after tab change –
In the Agent Portal, an issue has been identified where an assigned case may redirect to an undefined page. This occurs when the same case is open in two agent sessions and, after assignment from the Admin Portal, the agent switches from the In Queue tab to the Assigned tab and opens the case. As a workaround, the agent can close the current tab and reopen the case from the Assigned tab. This will be resolved in a future release.
User Management export returns empty file when "All" status filter is selected –
In the Admin Portal, an issue has been identified where exporting user data from User Management (Agents, Supervisors, or Admins) with the status filter set to "All" produces an Excel file containing only headers and no data. This will be resolved in a future release.
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