What's New

We reduced dashboard rendering time for queue insights and call activity widgets to help supervisors review operations faster.

Data hydration is now more efficient, especially when teams are viewing high-volume queues during peak hours.

This release improves responsiveness across analytics surfaces used for daily performance monitoring.

• Faster first paint on dashboard widgets.
• Smoother refresh behavior for active queue views.
• More stable performance during high concurrency.

WhatsApp API Calling is now available globally in supported regions from the same Telvoip workspace.

Teams can place and receive voice interactions while keeping channel context and conversation ownership in one place.

This release expands omnichannel continuity for support and sales workflows.

• Unified channel handling for voice + messaging.
• Single workspace context for agent actions.
• Improved handoff flow for cross-channel conversations.

Agent Assist now loads recent call notes, ticket history, and channel activity in a single context panel.

This helps agents understand the customer journey faster before responding.

The result is lower average handle time and more consistent responses during active queues.

• Combined timeline for recent interactions.
• Cleaner context hierarchy for faster scanning.
• Reduced switching between tabs during support calls.

New SLA-focused analytics widgets now highlight first response time and full resolution time in one view.

Operations managers can identify bottlenecks earlier and benchmark queue performance by team or channel.

The update makes weekly service reviews clearer and easier to action.

• Dedicated widgets for FRT and resolution duration.
• Improved trend visibility over reporting periods.
• Clearer SLA monitoring for support leaders.

Team leads can now reassign tickets in bulk and apply ownership rules by queue.

This improves handoff reliability during peak periods and reduces unresolved ticket drift.

The new controls also make escalation workflows easier to standardize.

• Bulk ownership reassignment.
• Queue-level ownership logic.
• Improved routing consistency across teams.

CRM synchronization now has improved retry handling with clearer status visibility for admins.

Failed syncs are easier to identify and resolve without manual log tracing.

This update reduces risk of stale customer records in frontline workflows.

• More transparent retry outcomes.
• Clearer sync state labeling for admins.
• Reduced delay in contact record reconciliation.

Outbound routing blocks in the call flow builder are now easier to configure and validate.

Branch labels are clearer, helping teams avoid logic errors before campaign launch.

These improvements speed up go-live time for outbound operations.

• Simplified branching flow labels.
• Cleaner routing configuration UX.
• Faster outbound campaign setup.

Voice report exports now include queue-level and agent-level breakdowns by default.

Leads can build weekly performance reviews faster without additional manual slicing.

This improves reporting consistency across operations and leadership teams.

• Queue and agent segmentation in exports.
• Better readiness for weekly review packs.
• More consistent performance analysis outputs.

Supervisors can now review inbound and outbound interactions in one unified call log timeline.

This reduces context switching and accelerates decision-making during live operations.

The timeline is also easier to scan for coaching and quality workflows.

• Single timeline across interaction directions.
• Improved scanability for supervisors.
• Faster review flow for QA and coaching.

Conversation mailbox states and ownership labels are now clearer across list and detail views.

Teams can quickly distinguish open, pending, and resolved threads with less ambiguity.

This improves execution quality for high-volume inbox operations.

• Clearer ownership cues in mailbox views.
• Improved state readability per thread.
• Faster triage and assignment decisions.

Call log search now returns results faster with more reliable filtering by status, queue, and outcome.

Agents and supervisors can find specific interactions faster during escalations.

The update improves day-to-day troubleshooting and post-call review workflows.

• Quicker response for filtered call logs.
• Improved filter consistency under load.
• Better support for escalation investigations.