Freshdesk Contact Center Release Notes - April 2022

New Features and Enhancements

Secure customer payments through the PCIPal app

Ensure your business transactions are safe with the PCI Pal app. Compliant with PCI-DSS, the app protects the contact center from fraud, enhances data protection, and reduces the pressure on agents.

More details here.

Enable Live Dashboard for agents

Reduce call wait times and improve customer satisfaction by enabling agents to access the live dashboard. With this enhancement, they can directly attend to high-priority calls without waiting for supervisors to assign calls. 

More details here.

Bug fixes

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

1. Contacts created in the Omnichannel account weren’t reflected in the Freshdesk Contact Center account.

2. When an incoming call to the agent was ignored during a parallel call, the customer call got dropped, and instead call resumed with the internal agent.

3. The call lifecycle events did not display the team name when parallel calls are initiated to the team.

4. The in-conversation widget did not display the outgoing call icon when it was minimized during an ongoing parallel call.

5. The banner displayed when a parallel call is accepted did not display the Resume and Disconnect buttons in active state.

6. The call log export for parallel calls did not display values as expected.

7. The ignore functionality did not work as expected when a parallel call was initiated to a team.

8. Searching for a contact that was saved from a Freshdesk Omnichannel account through the Freshdesk Contact Center dialer displayed an error.

9. Freshdesk Contacts page did not open when clicking on Import from the Power Dialer screen.

10. Hovering over a contact in the Call metrics page did not display an external link redirecting to Freshdesk Support Desk.

11. Agents were unable to add to an existing ticket when making an outgoing call.

12. Customers were unable to forward calls to an external number.

13. Customers were unable to access the Freshdesk Contact Center widget from Omnichannel and CRM accounts.

14. When a parallel call was canceled, duplicate events were created.

Cheers!