Whats new for Manager Portal for 6.11.1 Release?

  • Permissions. This update tightens control over call recording access by aligning download permissions across both the Recording Playback and Record History pages. A new permission now specifically controls audio playback in Record History and existing permissions have been renamed with clearer tooltips to reflect their scope. This ensures users with Record History access can review interactions without being able to download recordings unless explicitly allowed.

Whats new for Contact Hub for 6.11.1 Release?

Call Controls
Following client feedback, we’ve adjusted the Call Controls styling to show more information by default in the Call Details component. To keep the interface clear during key actions, the call details will now temporarily collapse when a new call comes in or when the change contact or transfer panels are opened - they can still be reopened at any time.


Card Transactions

We’ve updated the wording in the Agent Assisted Payments panel to replace ‘payment’ with ‘transaction’ throughout the journey. This removes confusion when carrying out a card pre-authorisation rather than taking a payment.


We now also now show specific error messages from the payment provider when a transaction fails, making it easier to understand what went wrong. If no message is provided, the standard error message will still appear.


Other Updates & Enhancements

  • Interactions. This update fixes an issue that stopped users from setting an outcome on a digital interaction when the last message was a note. The system now handles this more reliably, so you can complete the interaction as expected, even if it ends with a note.
  • Interactions. This update resolves a race condition that could cause users to incorrectly move to an interacting status after a call. The fix now correctly handles cases where email interaction counts are 2, ensuring consistent behaviour with the in built logic already in place for single interaction scenarios.
  • Manual Interactions. New interactions created during an interaction campaign (like sending a manual email) will now correctly route back to the originating user once sent, regardless of their queue or agent state. This restores expected behaviour that was unintentionally affected by recent changes, particularly for queues using the “Oldest First” priority setting.
  • Email. We’ve improved email handling when forwarding to address book entries to keep your messages clear and consistent across different clients. Forwarded emails will now retain their styling and images, and subject lines are properly preserved for OAuth-connected accounts like Outlook and Gmail. This ensures your emails remain readable and easy to follow, even after multiple forwards or replies.
  • Email.  We’ve standardised how CC addresses are handled to avoid errors. ContactHub now uses semi-colons for multiple CCs, and the core application has been updated to support both semi-colon and comma-separated lists. This ensures CCs are always processed correctly, no matter the source.
  • Canned Responses. This update fixes an issue where the canned response menu in Contact Hub didn’t appear when typing a shortcut in WhatsApp replies on first load. The menu now displays as expected, making it easier to insert Canned Responses without needing to reload the page.
  • Call Handling. This update fixes a race condition that allowed a user to receive multiple active shotgun calls if API calls overlapped, leading to calls not ending correctly when one was answered. The system now ensures only one active shotgun call per user at a time.
  • Outcomes. This update fixes an issue with outcome searching where editing or updating the search term didn’t re-filter the results. The search now updates dynamically as expected, making it easier to find the right result codes.
  • IVR. Previously, if all agents were logged out, inbound calls were correctly routed through the IVR’s no-staff logic. However, if the last available agent was kicked from the system (e.g. via the Coaching page), calls would remain in the queue instead of being redirected. This update ensures the system now treats kicked agents the same as logged-out ones when a call first hits the queue, so customers are properly redirected when no agents are available
  • Telephone API. We have resolved two issues in the Telephony API. First, when a callback call is disposed of, the callback record will now be deleted, matching the functionality of the UI. Second, the GoReady method will now check for overdue callbacks before setting an agent as ready, ensuring accurate status updates.

Database Schema Changes

  • To allow for changes made around Recording Playback and Download on both the Record History and Recording Playback pages permissions have been updated for clarity with a new permission added.
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.