September 16, 2025

---

1. Ticket Management

• Added a feature to display the number of unassigned tickets per group in the All Tickets in Group menu.

• This count reflects tickets that have a designated group but no assigned agent.

2. Call Management

• Updated the CTI status transition after call completion: the status now changes from “In Progress” to “After Work” instead of “Working”.

• The After Work status is treated as a distinct state from Available or Busy and is now displayed in real time on:

  • [Additional Business Management] → [Screen]

  • The Ticket Management mini dashboard

3. Service Management → Triggers

• Added Submission Type as an available placeholder in trigger notification email templates.

4. Help Center

• Fixed an issue where the Help Center UI was not displayed correctly in certain environments.