What's new for Contact Hub for 7.6.1 Release?


  • Webchat Assignment. We've improved how webchat conversations are assigned to agents to ensure no one gets more chats than they can handle. If a conversation is reopened, it won't automatically go back to the same agent right away, helping to keep assignments fair and predictable. These changes help maintain a smooth and balanced chat experience for both agents and customers.
  • Outcomes Order. Agents will now keep their chosen order for outcomes throughout the call, making it easier and quicker to select the right outcome without any unexpected changes.
  • Interaction History. My History now shows every digital interaction you personally handled, such as emails, SMS, and chats, even if others take over the conversation later. The total counts in My History match the number of interactions displayed, and ongoing interactions appear clearly until assigned. This ensures you have a complete and accurate view of your handled interactions.
  • Interaction Closure. We've fixed an issue where some customer interactions weren't closing properly, especially when there was no prior contact or outbound message. Interactions now end smoothly across chat, SMS, WhatsApp, and email, and the outcome you select is recorded correctly.
  • Break Requested. Agents who have asked for a break will no longer receive new chats, emails, messages, or calls until their break is approved. This means you won't be assigned any new interactions while waiting for your break to start, ensuring a smoother and more respectful break experience.
  • Interaction Routing. We've improved how calls and emails are routed to agents to ensure they stay connected during brief disconnections. This means you should experience smoother and more reliable communication without any interruptions.
  • Callback Scheduling. We've fixed an issue that was causing scheduled callback times to be set incorrectly. When a recall group has a specific override enabled, calls will now be scheduled as expected without any action needed from you.
  • Message Delivery. We've fixed an issue that sometimes caused messages to fail to send. Your messages will now be delivered reliably and on time, ensuring you stay connected without interruptions.
  • Transfer Call Recordings. We've fixed an issue where call recordings from transferred calls weren't linking correctly. Recordings from the first part of a transferred call are now properly connected and easy to access, ensuring a smoother experience with your call history.
  • Call Recording. We've improved call recording during transfers to ensure recordings stop correctly and don't overlap. Your calls are now recorded accurately without duplicates, and the system handles session updates more smoothly.
  • Upcoming Callbacks. We've improved the upcoming callbacks list so it updates instantly after you add or remove callbacks quickly via API. This means you'll no longer see outdated or deleted callbacks, and the list stays accurate without needing to refresh the page.

What's new for Manager Portal for 7.6.1 Release?


  • Inbound Numbers. Inbound numbers have moved to Management Hub, with a refreshed look and feel. Default routes now appear as standard entries at the top of your grid, so they're easy to find and won't be missed. You can now also filter your number grid, making it quicker to find the number you're looking for.
  • Import Handling. We've improved the import process so that if one import takes too long or runs into issues, it won't stop others from completing. You can now set a time limit for imports in the Manager Portal, with a default of 30 minutes, helping to keep things running smoothly. After the update, it's a good idea to run a standard import to check everything works as expected and adjust the timeout if needed.
  • Emergency Routing. We've improved the emergency routing feature so that when you try to toggle it, the system clearly confirms the change or lets you know if it's unavailable. If a change can't be applied to a specific row, the display updates to show the correct status. You'll also see accurate connection status, and no action is needed from you.
  • Secret Manager. We've fixed the issues that were stopping you from deleting domains and secrets in Secret Manager. The delete buttons now work properly and deleting a domain or secret completes smoothly without any errors.
  • Script Editor. We've fixed an issue where the Script Editor could freeze when opening, creating, or cloning a script. The editor now opens smoothly without delays or errors, so you can continue your work without interruptions.
  • System Reports. We've fixed an issue where some system reports showed only column headers without any data. Reports now display correctly with all data visible, and you can easily sort, page through, and download them as expected.
  • Scheduled Reports. We've improved scheduled email reports so they now handle email addresses more reliably. If there were extra spaces in the recipient fields, the emails might not have sent previously. This is now resolved, ensuring your reports reach the right people without interruption.
  • Custom Data Fetch. We've fixed an issue where the filtered lead counts didn't update correctly the first time you refreshed your lists. The total and filtered lead numbers now show accurate and separate values immediately after the first refresh.
  • MFA Security. We've fixed an issue where users with multi-factor authentication were able to skip the required password change after an administrator reset. If you need to update your password, you'll now be prompted to do so before accessing the app, ensuring your account stays secure without affecting regular logins.
  • List Data Manager. Data moves involving large whole number values, such as phone numbers, now complete smoothly without errors, ensuring your data stays accurate and intact. No action is needed on your part.
  • Skill Group Import. We've fixed an issue where leads weren't being moved to the correct group during imports using the Change Skill Group template. Now, when you use this template, leads will be assigned to the group you selected, ensuring your imports work as expected without any extra steps.
  • Skill Change Update. When you use 'Clear fetched data' while changing skills in List Data Manager, the system now properly updates to reflect the new skill, ensuring your contacts are routed correctly. This improvement means you don't need to take any extra steps, and everything will work smoothly as expected.

Database Updates


  • Call Session ID. Every history record now has a unique call session ID, making it easier to identify and reference individual records reliably. This field isn't in use yet, but more details will follow soon.
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.