Release notes 26.7 – LeadDesk Support

As well as security updates, this release includes:

Admin

Added a new option in the Recording settings for customer service (Omni) projects. The drop-down Conference record mode lets you define the recording behaviour for conference calls.
Projects > Project lists

Added a new option in the Optional settings for customer service (Omni) projects. The Default project tab drop-down list now includes the option Conversation
Projects > Project lists
In the Overview page Inbound queues subpage, selecting a message queue to see a list of agents who have served it will no longer show agents who have employment status set as inactive, as expected.
Fixed an issue with the widget Agent Average Call Duration which was taking too long to update. Now updates as expected.
Overview > Dashboard
If you set an expiry date on a message you send to an agent using the send message option on several subpages of Overview, you will now see the time zone that the expiry date/time will consider.
Overview > Agents/Agent groups/Offices/Project

If an agent is in an active webchat with a contact, and a different agent searches for that contact, the webchat controls are not available to the second agent, and they cannot take over the call, as intended.
Fixed a problem that could result in agents being unable to accept an offered webchat.
Improved timing of call offers so that when an agent clicks Stop inbound, such that it immediately prevents calls being offered to them, as expected.
Fixed a problem with moving the call started event to a new conversation after transferring the call. The project is correctly identified as intended.

Improved the information agents will see if there are no inbound queues available

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