Manager Portal/UI

Design Updates. We've kicked off our Manager Portal redesign project to improve the look and feel of every page. As part of this first update, the menu and header layout have been refreshed: the user menu now sits in the navigation bar, and the header bar has a cleaner, updated style.

User Portal/Contact Hub

Queues. We've fixed an issue that caused inconsistent queue readiness behaviour. Agents moving to Not Ready would incorrectly trigger a pending status change, and going Ready on one queue sometimes reactivated all previously selected queues. This now works as expected, ensuring accurate queue statuses and improved routing reliability.

Digital Messages. Changes have been made to ensure messages are always sent using the correct, up-to-date user ID. This helps keep conversations flowing smoothly and ensures replies reach the right person.

Emails. We've resolved issues with missing attachments in forwarded emails from Contact Hub. Now, when you forward emails, attachments will be included correctly, whether using normal or OAuth email flows. Additionally, if you choose to send an email as the body, it will no longer be sent as an attachment, ensuring a smoother experience.

Call Quality. We've fixed an issue where hold music could be heard during calls and while agents were dispositioning. This was linked to certain API requests during a specific API dialling mode, and the update ensures the problem no longer occurs.


Manager Portal/Quality

Coaching. Fixed an intermittent issue on the Coaching page where current and previous interactions for agents on interaction campaigns sometimes failed to appear. Calls for call campaigns were unaffected. Interactions now load reliably without needing to refresh


Manager Portal/BI

Dashboards. We've fixed an issue where updating a list's fetch weight in the Campaign Manager dashboard widget didn't save, and the previous value persisted. The new value now saves correctly and displays immediately.


Manager Portal/Integrations

Orca. We've updated the Orca-MaxContact integration to add Acquired as an alternative payment provider to Opayo. Existing Opayo setups continue to work exactly as before with no changes needed. You can now choose Acquired for new or existing configurations without affecting current behaviour.

As well as the highlighted areas above, infrastructure improvements to enhance the overall product architecture have been included, ensuring better performance, reliability, and scalability, as well as a number of performance enhancements to boost stability and resilience.
New additions are currently in the beta phase of production. You may see this icon for areas containing these features and changes within the product.