Versions
Release Date: [19-Nov-2025]
Features Added
1. Call Center Settings Sidebar Enhancement
What’s New: Refactored the call center settings sidebar for better navigation.
Value: Improves user experience by simplifying access to configuration sections.
What’s New: Refactored the call center settings sidebar for better navigation.
Value: Improves user experience by simplifying access to configuration sections.
2. Reports Enhancements
A. Distribution Per Day interactive Chart
What’s New: Added a graph showing the distribution of calls per day.
Value: Helps track daily call volume trends visually.
B. Unanswered Call interactive Chart (Service Level)
What’s New: New graph to highlight unanswered call metrics.
Value: Identifies service gaps and supports SLA monitoring.
C. Unanswered Call Per Queue - interactive Chart
What’s New: Graph detailing unanswered calls by queue.
Value: Queue-specific insights for agent and resource optimization.
D. Distribution Per Day of Week - Interactive chart
What’s New: Graph showing call patterns across weekdays.
Value: Aids scheduling and workload planning.
E. Distribution Per Hour - Interactive Graphs
What’s New: Added two graphs showing hourly call volume.
Value: Helps in peak hour analysis and resource allocation.
F. Agent Availability – Time-Based Metrics
What’s New: Enhanced agent availability report with time filters.
Value: Better understanding of agent performance over time.
G. Call Disposition by Agent – Transfer Column Added
What’s New: Added ‘Transfer’ column to disposition report.
Value: Tracks whether a call involved transfers.
H. Outbound Disconnection Cause Report with subtables & Chart
Description:
Analyze unanswered outbound calls with disconnection reasons.
What’s New: New chart and report to show reasons for unanswered outbound calls.
Value: Identifies call delivery issues and improves call strategy.
I. Agent Report Enhancements – Pause Details
Description:
Tracks pause reasons and durations for better agent monitoring.
What’s New: Report now includes reasons and durations for agent pauses.Value: Improves agent performance tracking.
Note: we have added count and duration in each column and subtable for Pause type “other” to show detailed overview for it
Expandable Sub-table for Detailed View
Each agent row can be expanded to show a subtable listing detailed pause entries.
Subtable Columns:
Each agent row can be expanded to show a subtable listing detailed pause entries.
Subtable Columns:
Release Date: [07-Oct-2025]
Features Added
Roles & Permissions Updates
- Reorganized permission layers so admins can grant/restrict access to every new feature with finer granularity.
Bulk Tags Upload
- Upload hundreds of tags in one CSV file; it eliminates manual one-by-one creation and speeds up mass-tagging campaigns.
Tag Outbound Calls from Live Panel
- Agents can now tag calls while they are still on the line, ensuring accurate classification before the call ends.
Answered Reports
- Disconnection Cause – New sub-table and pie-chart show exactly why answered calls drop (agent, caller, system, etc.).
Unanswered Reports
- Disconnection Cause – Same visual breakdown for missed calls, giving QA teams clear root-cause data.
Detailed Distribution Report
- AI Analysis Status Filter—One-click filter to show “Analyzed / Not-Analyzed” calls, making QA follow-up lists instant.
Tagging in Detailed Outbound Reports
- Add or filter by tags inside the outbound report; build custom views for campaigns or agent groups.
Enhancements
Live Panel Default Filter
- Only active extensions (available, break, meeting, and DND) are shown on first load; inactive devices are hidden unless explicitly selected, reducing screen noise.
AI Auto Tags in Detailed Distribution Report
- AI-generated tags now appear as their own column, so supervisors see manual and auto tags side-by-side without opening individual calls.
Release Date: [22-Sep-2025]
Features Added
AI Analysis Features
- AI Analysis Report Table: New dedicated table in Reports module for AI-driven insights.
- AI Report Permissions: Role-based access control for AI reports to protect sensitive data.
- AI Credit Consumption History: Track AI credit usage with a new history table and toggle for usage control.
- AI Auto Tagging Toggle: Enable/disable automatic AI-based tagging; uses existing tag list.
- AI Credit Configuration Tab: New tab to manage AI credit usage across the workspace.
Live Panel Permissions
- Tag Call Permissions: Role-based access control for tagging calls in the Live Panel.
Enhancements
Live Panel Performance Optimisation
Improved real-time updates in the Live Panel.
Release Date: [01-Sep-2025]
Features Added
Inbound Routes
Edit Destination: – Enabled editing of the destination field in inbound routes for the Call Centre. Provides more control and flexibility in routing calls, improving call management.
Call Tag Display in Live Panel
Users can add call tags in inbound and outbound calls from Live Panel (not internal calls). Tagged calls will show in reports, enhancing real-time visibility for supervisors and agents.
Show Queue Name in Reports
Reports now include both Queue Name and Queue Number, improving clarity and traceability in performance analytics.
Release Date: [05-Aug-2025]
Features Added
Country Code Selection for Contacts (Webphone)
Country code can now be selected when adding new contacts. Prevents invalid phone numbers and ensures international compatibility.
Live Panel Enhancements
- Agent Actions – Added Pause, Unpause, and queue-side menu actions with permission controls.
Enhancements
Live Panel Performance Optimisation
Backend enhancements to improve Live Panel performance. Improves performance and reduces latency during call monitoring.
Release Date: [14-Jul-2025]
Features Added
Scheduled Reports & Alerts
- Scheduled Reports – Automate reporting by scheduling reports to run and deliver automatically, giving teams better visibility without manual work.
- Scheduled Alerts – Get real-time alerts based on system activity (e.g., waiting calls in queues), enabling faster responses and improved control.
Call Tagging
Create & Manage Call Tags – Organize calls by adding descriptive tags for easier categorization and retrieval.
Tagging in Reports – Use tags in Detailed Distribution and Search Reports for stronger analytics and smarter decision-making.
Teams Management
Teams CRUD Operations—Create, update, and manage teams from one centralized module.
Group by Team in Live Panel—Supervisors can now filter and monitor live activities by team for better oversight.
Webphone Enhancements
Contact Management (CRUD)—Create, update, or delete contacts directly within Webphone without needing to switch apps.
Contact Notes—Add quick notes to any contact during or after calls to share context with your workspace.
Enhancements
Dashboard Improvements
Agent Summary and Queue Summary now appear in separate tabs, making analysis cleaner and more intuitive.
Live Panel UX Improvements
The “Hang Up” option has been removed to reduce accidental call terminations.
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