Freshdesk Contact Center Release Notes - May 2022

New Features and Enhancements

injixo integration for Freshdesk Contact Center

Forecast, schedule, and monitor performance in real-time with this integration. You can now use the injixo app to manage your workforce across ticket, chat, and call data.

More details here.

Bug fixes

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

1. The call metrics page showed that an agent received a call when a call timed out.

2. Callback wasn’t initiated to end user for certain use cases.

3. Calls were ringing to other agents even after an agent attended a call when Round Robin ringing was enabled.

4. Call credits weren’t added to certain accounts even after successful payment.

5. When using Power Dialer, the call notes added were not added when the ‘Dial Next’ option was selected.

6. Calls could not be placed from Freshdesk Contact Center for contacts saved on the Omnichannel account.

7. Customers were unable to play call recordings from the call metrics slider.

8. Call barging was not displayed in call lifecycle for few customers when the end user was put on hold.

9. Agents were deleted from an account even though the admin did not initiate the deletion.

10. Calls weren’t ended automatically when an agent attends a call right when an end user ends it.

11. When a end user hangs up a call when call transfer was initiated, the event did not get recorded in Call Lifecycle.

12. The call status of a blocked call was reflected as ‘missed call’.

13. The agent name was not reflected in call lifecycle when a warm transfer was initiated.

14. The agent name was not reflected in call lifecycle when they attended the call from their mobile.

15. Customers were unable to preview the message uploaded for voicemail.

Cheers!