# December 17, 2024 *** #### **1. Ticket Management** * Updated the calculation logic for **“Resolved”** and **“Resolution Rate (24h)”** in the mini dashboard: * **Resolved Today**: The number of tickets resolved today, regardless of their creation date. * **Resolution Rate (24h)**:\ `(Number of tickets resolved within 24 hours / Total number of resolved tickets) × 100`\ (Based on the last 7 days) * Fixed an issue where **issue comments (additional transfers)** were not transferred correctly when using the Dooray integration. * Fixed an issue where comments entered when transferring tickets to another agent were displayed under an incorrect assignee. #### **2. Call** * Added a feature that displays customer information **before the call is answered** (during ringing) when **Customer Information Integration** is enabled. * Only data configured as **Main API** in **\[Customer Info Management] → \[Customer Info Contact]** will be displayed. * The phone number must be configured as a searchable field for this feature to work. #### **3. Service Management** * Enhanced **menu access control** under **\[Service Management] → \[Agent] → \[Menu Access Settings]**. Administrators can now configure access to the following menus: * All tickets * All unassigned tickets * All tickets in group * All transferred tickets * Spam box #### **4. Ticket History** * Fixed an issue where the last character of the inquiry content was removed when exporting data containing special characters. #### **5. Other Improvements** * Various internal improvements were made to enhance overall service stability. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.contiple.com/eng/release-note/december-17-2024.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.