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November 30, 2024

This release brings bugfixes and quality of life improvements.

Change log​

  • NEW Automatic email requeue on agent disconnect.
    • If an agent is logged out unexpectedly, such as by closing a tab or due to connection issues, the system ensures their assigned emails are returned to the queue. The agent is marked as preferred, allowing them to regain those emails seamlessly once they're back online. For tasks in the AFTERWORK state, where the email conversation is no longer active, this process does not apply, ensuring completed tasks remain unaffected.
  • NEW Display the preferred agent in the queue reports listing
    • Enhance queue visibility by displaying the preferred agent directly in the waiting list. This can be accessed through the portal under Real-Time Reports > Queues > Waiting > view details (magnifying glass icon).
  • RESOLVED Fixed an issue where conversation summary AI feature was not available for chat and email conversations in some cases due to AI systems limitations.
  • RESOLVED Fixed an issue where the audit log would display null values for campaigns after stopping the campaign.