New Features and Enhancements
Documentation process made simple in Freshdesk Contact Center
Avoid repeated documentation work and make calls instantly to restricted countries with an automated process.
More details here.
Bug fixes
These were the bugs detected, and they’ve now been fixed.
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Agents received incoming call notification when on another call.
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Customers were unable to transfer calls in Queue Callback.
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The call cost for warm transferred calls was not calculated as expected.
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A blank slider was displayed when customers clicked on business hours from the Numbers page.
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Power Dialer icon in left nav bar was broken in Windows.
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Customers were unable to restore an agent if they were previously added as an Omnichannel agent.
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Call notes and call tags were not recorded when call transfer failed.
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The in-conversation window did not display calls made from the Power Dialer.
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Last name was repeated in the number purchase mail template.
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Calls forwarded to external numbers failed to connect.
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When whitelisting high risk and low risk regions , clicking on remove restriction button threw an error.
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When customers initiated queue transfer, the in-conversation window was stuck with the message ‘Forwarding to..’
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The call handle time was calculated wrongly for parallel calls.
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When a call was warm transferred, it did not move to ACW status when the call ended.
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Calls did not disconnect for agents when they went offline after the end-user ended the call.
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Agents were not notified of new incoming calls after a warm transfer was initiated.
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The call timer kept running when agents disconnected the call after successful warm transfer.
Cheers!