> For the complete documentation index, see [llms.txt](https://docs.contiple.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.contiple.com/eng/release-note/december-17-2024.md).

# December 17, 2024

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#### **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.