Freshdesk Contact Center Release Notes - November 2022

New Features and Enhancements

Holiday flow enhancements

A warning will now be displayed when no action type is selected while setting up the holiday flow.

Bug fixes

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

1. Few calls were dropped due to Twilio token authentication issues.

2. Agent availability was not displayed on the Availability dashboard even though the agents were active on the phone channel.

3. An error was thrown when supervisors tried to join a call to monitor it.

4. The contact name was not shown in the lifecycle events and call metrics tab for parallel calls.

5. A few calls got disconnected as soon as they were assigned, and the agent picked up the call.

6. Call metrics did not reflect the agent’s name to whom the call was transferred.

7. End users were put on hold when an agent was added in conference to an ongoing parallel call.

8. Agents could not find contacts from Freshdesk during call transfer.

9. Calls were not ringing to agents even though they were online.

10. Customers could not create tickets on Freshdesk when the call tag length was greater than 32 characters.

11. Call duration was displayed as 0 for the parent call in warm transfer.

12. ‘Offline’ status was not displayed for a few customers.

13. Customers on the Free plan were unable to whitelist countries.

14. The checkboxes to select users for a Team were de-selected automatically when customers moved to the next page.

15. The call duration was displayed as 0 when the cold transfer failed.

16. Hold functionality did not work as expected while switching between parallel calls.

17. Multiple agent names were displayed in the call information tooltip even after they dropped off a parallel call.

Cheers!