December 17, 2024

Contiple will continue to improve and provide better services. ☺

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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.