Skip to main content

November 5, 2026

This release lets supervisors and administrators with the Historical Reports delete permission remove call recordings, shows supervisors which agents can take tasks from each queue, and notifies portal users when a new release note is published. It also fixes issues with workflow containers, creating agent apps and layouts, email forwarding, the default outbound email channel and predictive campaign reporting.

Change log​

New functionality​

  1. Supervisors and administrators can now delete a call recording in Historical Reports › Conversations or Tasks, for example when it contains sensitive data. This uses the existing Delete permission on Historical Reports & Insights, which until now allowed deleting chat messages, so every role that has it can now also delete recordings. Deleted recordings can't be restored, and the report shows that the recording was deleted and by whom.
  2. The Queues report now shows supervisors the agents assigned to each queue: the agents who have the queue's skill and business unit and aren't logged out. Supervisors can see each agent's status, filter by status and search by agent name.
  3. The portal now shows every portal user a notification when a new release note is published, with a short summary and a link to the note. It stays until the user closes it or opens the link.
Related documentation

Improvements and adjustments​

  1. Improved performance by reducing the CPU usage of a voice-related service.
  2. Fixed an issue where a workflow could be saved with errors inside a container, and the container showed its error sign only after it was opened.
  3. Fixed an issue where creating agent apps and agent layouts failed.
  4. Fixed an issue where forwarding an email failed after the email was transferred to a Microsoft Exchange O365 email channel.
  5. Fixed an issue where the default outbound channel for email wasn't saved, so agents had to select a channel for every ad hoc email.
  6. Fixed an issue where some predictive campaign calls that the customer didn't answer or rejected showed an incorrect end reason in reports.
  7. Fixed an issue where some predictive campaign calls that didn't connect showed a much longer conversation duration in reports than the call lasted.