Fixed: This release addresses the following issues:

This release addresses the following issues:

• Fixed an issue that caused delays when loading and refreshing real-time agent dashboards. • Fixed an issue where the Queue Group and Queue Name filters inflated agent counts by including historical, rather than just current, queue assignments. If you have alerts or thresholds based on the previously inflated counts, update them to reflect the new, accurate counts. • Fixed an issue where certain queues were incorrectly mapped or dropped entirely from Queue Group filter results. • Fixed an issue where the Is Inbound Call and Is Inbound Chat columns in the Live Agent Data table on the Real-time Agent Monitoring dashboard displayed inverted values, incorrectly showing No for inbound interactions and Yes for outbound. This update also standardizes how interaction direction is defined across all reports, ensuring accurate classification and filtering for API-dialed calls, scheduled callbacks, and direct inbound calls. Additionally, it introduces several enhancements to reporting dashboards to ensure accurate timezone formatting, correct CSAT population by direction, and proper queue time tracking for newer call types. • Fixed an issue where the Queue Time column of the Queued Calls tile in advanced reporting displayed inflated wait times for calls that re-entered a queue after being answered or transferred. • Fixed an issue where agents performing mandatory after-call work were incorrectly classified as "In-Call" instead of "Wrap-up" on real-time reporting dashboards. You can expect a decrease in active "In-Call" agent counts and a corresponding increase in "Wrap-up" statuses across your live monitoring views. This change only affects dashboard reporting and doesn't affect agent routing or historical data. No action is required. • Fixed an issue where the SLA Target on the Real-time Channel Performance dashboards appeared blank for queues with no recent activity or when filters matched no configured queues. • Fixed an issue where the Missed Interactions dashboards double-counted declined calls and inflated missed chat volumes by incorrectly including agent response-time alerts. You can expect chat volumes to drop and average missed chat time to rise. • Fixed an issue where selecting the Subtotals option for call queue metrics for a Look returned an error. • Fixed an issue in downloadable call and chat history reports where French-language calls incorrectly appeared under English queue names. • Fixed an issue where scheduled calls disappeared from real-time reporting dashboards 12 hours after their creation, which caused the metric to undercount the total number of upcoming scheduled calls.

• Fixed an issue where filter options for agent and team data in advanced reporting dashboards weren't correctly scoped to the user's assigned permissions. • Fixed an issue where the Agents monitoring page became unresponsive when displaying large numbers of agents, causing significant latency when navigating to other pages. • Fixed an issue that caused the following problems with raw data exports:

Poor export performance due to inefficient database queries. • In the call_recordings export, the url field incorrectly contained a timestamp instead of the actual recording URL.

The url field now contains the correct recording URL, and the timestamp has been moved to a newly added updated_at field. If you ingest call_recordings data using a fixed schema, update your data mappings to accommodate these changes.