Freshcaller Release Notes - August 2023

New Features and Enhancements

Enhancements to Call Lifecycle events

Get more information on events when an agent ignores a call. Call lifecycle will show events like 'Attended another call', 'Monitoring another call', and more.

More details here.

Bug fixes

These were the bugs detected, and they’ve now been fixed.

1. Automatic ticket creation did not happen when a call was transferred from one agent to other.
2. User updates failed for an account when the other org admin was occasional.
3. Callback requests failed when one-click integration with Freshdesk account was enabled. 
4. A 500 error was thrown when customers tried to view their service level metrics. 
5. Duplicate agent were created for the same agent concurrently. 
6. Two calls from the same wait queue was allocated to a single agent. 
7. Customers were unable to save call queues in their accounts when the call queue batching feature was not enabled. 
8. The default message did not get selected for hangup and voicemail actions in busy fallback of call queue. 
9. Warm and cold transfer failed for transfer through contact. 
10. Customers were unable to save changes while editing teams. 
11. The IVR time was not calculated correctly. 
12. The ‘in-nconversation’ widget didn't appear when agents answered callback calls. 
13. Agents were unable to switch their status to ‘Available’.
14. The call was terminated when agents initiated  call recording immedietly once the call was answered. 
15. Agent status activity shhowed incorrect data in the Agent availability report.  
16. The Agent availability dashboard showed incorrect agents after change in SLM view.
17. The Network warnings API response time was very high. 
18. Ticket creation from call metrics page failed for a few customers. 
19. A duplicate call completed event was recorded in call lifecycle when an agent made concurrent calls. 
20. Agent status was not shown as Offline in the live dashboard when they closed the Freshcaller browser tab. 
21. Voice API threw a 500 error when custom message's recording attachment was missing. 
22. Network warnings - event start time and event end time was shown in UTC time zone instead of the agent time zone. 
23. When the call queue was set to ‘Most Idle agents first,’ the total number of ringing calls did not get accounted for agent selection. 
24. Agent was not cleared from the ringing list when the call moved to fallback queue.