You can now plot two call metrics simultaneously against time using the new dual axis chart in the Live Contact Center dashboard.
Select any two metrics — such as Total Calls versus Average Wait Time — from the metric dropdowns, and filter by phone line or view all lines at once. Each metric renders on its own axis for clear comparison.
For more information, visit our knowledge article.

You can now view every call associated with a ticket directly from the Calls tab in the ticket's Updates section. Each entry displays the contact name, participants, call direction, status, and metadata fields like wait time, hold time, and missed call reasons — along with recordings, summaries, and transcripts where available. This gives agents and supervisors full call context all in one place. For more information, visit our knowledge article.

You can now automatically create tickets in HappyFox for Zoom Phone call activity, including answered calls, missed calls, and voicemail transcriptions. This integration lets you track all phone interactions alongside other customer conversations in a single helpdesk platform.

For more information, visit our knowledge article.

You can now link contact groups directly to assets through the Asset Management API when creating or updating assets. This allows you to associate assets with one or more contact groups in a single API call, simplifying asset management and ownership tracking.

For more information, visit our knowledge article on Asset Management via API.

Contact Center Reports have been enhanced to include a new Performance Snapshot section, giving supervisors and admins a consolidated view of call handling efficiency and agent responsiveness.

The snapshot surfaces key metrics — including Call Completion Rate, Avg Queue Wait Time, Avg Call Duration, and Callback Fulfilment Rate.

Metrics update dynamically based on selected filters and time range, helping teams make data-driven decisions to improve customer experience.

For more information, visit our knowledge article.

You can now configure default ticket and asset visibility settings on a contact group, so new members are automatically granted the right access without manual updates. These defaults apply across all methods to add contacts to contact groups.

For more information, visit our knowledge article.