Release notes 25.50 – LeadDesk Support

Admin

Added a new setting for Admins of Omni environments which will show agents how long calls, emails or webchats have been waiting in the queue before being accepted. Settings > Global Settings

When creating or editing call or message queues, Admins can now define expected time limits for agents to add categories, respond or add notes, as required. Inbound > Queues

Admins will now no longer be shown the banner to upgrade their AI Transcriber service if they are already on the gold level.

If the setting has been enabled (see above), agents will now be able to see how long an email, webchat or call has been waiting, both in the Active list when they are offered the enquiry, and in the history.

The options for filtering the conversation history have expanded. Now, as well as selecting to show only read or unread messages, agents can also select which note categories to display.

For clients using categories in Omni, categories may now also be applied to Notes.
If the Admin has set time limits for categories, responses or notes (as mentioned above), and any of those limits are exceeded for a conversation, it will show with a pale red background in the agent's Active list.
If the agent closes a webchat (for example by assigning an outcome) without clicking the End Chat button, the chat will be ended and the contact will be notified that the chat has ended.
Improved searching - When searching for people, selecting a result will take you to that person's most recent active conversation. with the history page selected as the default. When searching for notes, the note page will be selected by default.
If your Admin has defined note categories, they can choose the category to be public or internal, and the note's type will be displayed as Public note or Internal note in the conversation history. Now, if the Admin has only created one type of note, the conversation history will just show Note as the type.
Fixed a problem that caused some web pages added as tabs to the agent interface to not work correctly.
Fixed a problem that could cause conference calls to play the ringing sound even when they are set to be automatically answered.

Fixed a problem with callbacks not being correctly deleted after the allowed call attempts when using the progressive dialer.

If the Admin has enabled the option for an agent to select the queues they serve for inbound calls, agents using Talk are now able to change the queues they are serving.

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