Contact Center - Patch Release Notes 6.9.0

release details release date 24 feb 2026 build and version info the following table outlines the component builds included in this release component build url amf bom ocir io/bmvcldyxkwlg/amf 6 7 6 20250721 r 54847 appserver bom ocir io/bmvcldyxkwlg/appserver 6 9 4 20260220 r 274830 appserver ui bom ocir io/bmvcldyxkwlg/appserverui non prod 6 9 2 20260224 r 276413 applite exoapplite 6 4 1 20240801 r 153309 exe art bom ocir io/bmvcldyxkwlg/art 6 9 1 20260220 r 274724 art dbquery na asrouting bom ocir io/bmvcldyxkwlg/asrouting 6 9 2 20260220 r 274702 chat service bom ocir io/bmvcldyxkwlg/chat service 6 9 2 20260220 r 274704 citus patch bom ocir io/bmvcldyxkwlg/citus patch 6 9 2 20260220 r 274705 cms bom ocir io/bmvcldyxkwlg/cms 6 9 2 20260220 r 274706 cms dbquery na crm connector bom ocir io/bmvcldyxkwlg/crm connector 6 9 2 20260220 r 274708 customer fetcher bom ocir io/bmvcldyxkwlg/cfs 6 9 3 20260223 r 275415 data engine bom ocir io/bmvcldyxkwlg/dataengine 6 9 6 20260223 r 275526 eureka bom ocir io/bmvcldyxkwlg/eureka 6 9 2 20260220 r 274711 exoxtrm ingress na fluent bit bom ocir io/bmvcldyxkwlg/fluent bit 100 0 14 20241213 r 171818 not found fluentd bom ocir io/bmvcldyxkwlg/fluentd central logger 100 0 13 20241213 r 171815 gateway bom ocir io/bmvcldyxkwlg/gateway 6 9 2 20260220 r 274712 ingress nginix controller na init na init exoxtrmutils na interaction service bom ocir io/bmvcldyxkwlg/interaction service 6 9 2 20260220 r 274714 k8tz na kafka patch bom ocir io/bmvcldyxkwlg/kafka patch 6 9 2 20260220 r 274715 logrotate(na) bom ocir io/bmvcldyxkwlg/logrotate 6 0 14 20241126 r 169000 node logcleanup bom ocir io/bmvcldyxkwlg/logcleanup k8s node 6 0 17 20241226 r 174107 postgres na postgres operator na postgresql v18 1 citus version v14 scheduler bom ocir io/bmvcldyxkwlg/scheduler 6 9 2 20260220 r 274722 vault na zabbix server zabbix server 7 2 0 zabbix agent zabbix agent2 7 2 0 patch bom ocir io/bmvcldyxkwlg/patch 6 9 3 20260220 r 274878 kafka kafka 2 13 3 4 1 1 x86 64 rpm redis bom ocir io/bmvcldyxkwlg/redis with modules 8 2 3 kafka connect bom ocir io/bmvcldyxkwlg/kafka connect\ v1 ksqldb(na) confluentinc/cp ksqldb server\ latest schema registry docker io/bitnami/schema registry 7 8 0 debian 12 r2 xmf bom ocir io/bmvcldyxkwlg/xtrmmessaggingframework 6 9 2 20260220 r 274723 ccdp bom ocir io/bmvcldyxkwlg/ccdp 6 9 2 20260220 r 274703 cqa bom ocir io/bmvcldyxkwlg/cqa 6 9 1 20260220 r 274707 omni ui bom ocir io/bmvcldyxkwlg/omni ui 6 9 13 20260226 r 277087 note release marked in bold has the change only, other releases has no change and are same delivered in last patch cycle features enhancements 1\ en 679 || call surge licence handling ip platform incoming call leg license (cm max incoming call legs) is now enforced at the tenant (cc) level instead of the system level, ensuring call surges in one tenant do not impact other tenants scope per tenant enforcement implemented in callmanager, multi cc manager ui, and license handling logic applicable to ip platform license visible and configurable per tenant in multi cc manager ui effective limit = minimum of tenant configured value and license server value load tested to ensure tenant isolation under high ingress traffic implemented for both 6x and 4x (post load validation) behavior if the tenant limit is breached, excess incoming calls are dropped for that tenant only other tenants remain unaffected during surge scenarios cold transfer scenarios handled within enforcement logic current limitations (phase 1) calls exceeding tenant limit are dropped (graceful voice prompt handling planned in future scope) license distribution remains per app server; centralized cluster level distribution planned in future enhancement en 490 || optimize code flow user session raw events, en 744 || cogs optimize frequent queries in citus (cost optimization citus) enhanced system performance and cost efficiency by optimizing kafka event consumers and reducing high frequency database queries in citus scope optimized processing for user session raw events and agent productivity stage events topics reduced db reads/writes through improved caching, batching, and query consolidation refactored frequent citus queries identified via pgbadger analysis improved consumer concurrency and infrastructure utilization validated using agent session details, agent productivity reports, and supervisor monitoring screens outcome significant reduction in kafka consumer lag 80% reduction in frequent citus query executions lower database load and improved cogs efficiency stable performance aligned with 8 core citus worker setup no impact on reporting accuracy, session handling, or event sequencing en 800 || two factor authentication (2fa) – 6 x, en 959 || two factor authentication configuration via admin panel introduced email based two factor authentication (2fa) for /app login along with a dedicated admin panel configuration screen, enabling enhanced tenant level security with centralized control key capabilities 2fa applicable for userid + password authentication on /app otp generated only after successful credential validation otp delivered via email (smtp), configurable per contact center (cc) configurable per cc and per role (admin, supervisor, group manager, agent on uad) dedicated admin ui for enabling/disabling 2fa managing otp policies (expiry, max attempts, resend delay, max resend attempts) reuses centralized otp lifecycle (shared with forgot password flow) no licensing dependency multicc manager excluded behavior invalid credentials → no otp generated valid credentials → otp sent to registered email clear error handling for invalid/expired otp, max attempts reached, or missing email configuration effective only when userid–password authentication is enabled bypassed for ldap/crm based authentication limitations (phase 1) email otp only (no sms, whatsapp, voice, or authenticator app) applicable only to /app (omni toolbar and mobile apps not covered) single authentication scheme per cc outcome strengthened login security centralized and simplified 2fa configuration improved administrative governance and visibility documentation https //exotel atlassian net/wiki/spaces/arch/pages/1715273745/2fa (internal) en 160 || omniui implement create and dial customer flow same as 4x, en 149 || create contact support in 4 x proxy enabled end to end create & dial support in the new 4x–6x omni ui , ensuring seamless customer creation and immediate outbound dialing with full 4 x parity key capabilities backend (4 x proxy support) enabled create contact via 4 x proxy for compatibility with 4x–6x ui supports inbound and manual dial customer resolution handles multiple customer records mapped to the same phone number standardized api responses for successful creation duplicate records missing mandatory fields ensures consistent behavior across 4x and 6x frontend (omniui create & dial flow) introduced create & dial drawer aligned with edit contact ui dynamic form generation based on campaign data table definitions mandatory field validation before contact creation automatic outbound dial triggered upon successful creation maintains form state with clear validation and dial error handling fully integrated with existing contact and dial services outcome seamless customer creation and outbound dialing in a single flow reduced agent effort and context switching consistent ui/ux and api behavior aligned with 4x improved customer resolution across inbound and manual dial scenarios en 888 || real time notification engine targeted alerts via api and nodeflow introduced a centralized real time notification engine enabling targeted, metadata rich alerts triggered via api or nodeflow, delivered instantly across agent interfaces key capabilities multi target api triggering trigger notifications via rest api supported targeting user id queue id campaign id role id interaction id (live interaction targeting) supports custom metadata json payload designed to handle high concurrency triggers reliably nodeflow integration added “send notification” node in nodeflow supports dynamic variable mapping (e g , customer name, order id) destination selection (user, queue, role) configurable within node multi surface delivery delivered across omni toolbar voice toolbar mobile apps notification badge count for unread alerts slide in toast and notification center ui support sdk event listeners (e g , notification received events) for crm integrations consistent iconography and ui behavior across applications priority & metadata handling supports priority levels (info, warning, critical) metadata accessible via sdk for click to action workflows performance & reliability near real time delivery for active sessions designed for high availability and minimal latency outcome enables proactive, targeted agent alerts reduces dependency on manual escalations improves responsiveness to high priority events provides an extensible foundation for future actionable and persistent notifications documentation https //exotel atlassian net/wiki/spaces/arch/pages/1794048059/en 853+voicelog+api+changes (internal) en 804 || mask privilege in omni 3 0 (6x and 4x 6x) , en 1276 || mask privilege naming not aligned with omni campaign terminology, causing confusion delivered comprehensive mask privilege management ui in omniui 3 0 with aligned omni terminology, ensuring consistent behavior across both 4x and 6x environments key highlights dual level privilege configuration system (contact center) and campaign user specific masked privilege management campaign level privileges override system level settings where applicable applicable to both voice and chat interactions (handled at omniui level) real time updates on agent login or toolbar reload integrated with existing masked privilege backend apis ux aligned implementation with standardized terminology terminology alignment (omni aligned naming) system privileges transfer interaction confer interaction end interaction allowed view disposition of an interaction set autocall status modify campaign tabs visibility controls campaign privileges manual interaction transfer interaction confer interaction view disposition of an interaction listen to campaign voice logs view cancel preview outcome centralized and consistent privilege control in omniui 3 0 clear, interaction based terminology across voice and chat reduced configuration ambiguity for administrators seamless cross version compatibility (4x & 6x) en 115 || make exotel logos consistent across screens standardized and updated exotel branding logos across key application surfaces in both 4x and 6x platforms to ensure consistent visual identity coverage platform 4x (all personas) 6x (all personas) updated areas desktop applications navigation bars (collapsed & expanded states) main toolbars headers & footers modals and pop ups login & authentication screens (login, password reset) email templates (otp, password reset, notifications) system pages (e g , 404) help & support sections empty states and other legacy logo surfaces limitation reports (including report headers and exported files) are not covered under this scope outcome unified branding experience across core application touchpoints consistent logo implementation across 4x and 6x environments en 291 || enforce session timeout from configuration session timeout behavior is now fully aligned with the configured client session timeout value, ensuring consistent and predictable logout behavior across supported clients key highlights session timeout value is read from configuration at contact center level during login client session expiry strictly follows the configured timeout timer resets based on user activity using the same configured value clean logout flow triggered on timeout with proper backend logging hardcoded timeout values removed from toolbar and crm integration logic backend logs capture applied timeout value and reason (client session timeout) no service restart required for configuration changes (applies to new logins) supported clients web toolbar (jwt toolbar) java client ui (for jwt, omniapp, omnitoolbar) default behavior if no configuration is available at cc or system level, a default timeout of 3 minutes is applied outcome centralized timeout control via configuration 100% alignment between configured timeout and actual logout improved stability and observability of session behavior en 401 || evaluate superset 6 0 large csv export capability completed evaluation of large csv streaming export capability in superset 6 0 to assess feasibility of supporting exports beyond the historical 100k row limit key evaluation areas validation of streaming csv export for datasets exceeding 100k rows performance assessment for multi million row exports memory utilization impact on backend and browser required configuration updates (e g , streaming thresholds) deployment and dependency considerations backward compatibility with existing dashboards and reports user experience during large export (progress handling, error scenarios) outcome validated large dataset export capability in staging documented required configuration and deployment changes assessed scalability and system impact provided go/no go recommendation for adopting superset as the default reporting tool in place of jasper superset upgrade documentation https //exotel atlassian net/wiki/spaces/arch/pages/1720713224/deployment+document+for+superset+6 0 (internal) en 333 || 4 x appserver to work seamlessly with old ui when harmony mode on and 6 x service down enabled seamless operation of 4 x appserver with old ui when harmony mode is on and 6 x services are unavailable or network connectivity between 4 x and 6 x is disrupted key highlights 4 x continues to function independently when 6 x services are down network disruption occurs between 4 x and 6 x calls handled in 4 x during downtime are preserved once 6 x services/network are restored, call details are automatically synchronized interactions and related records are created in 6 x through eventual consistency outcome improved reliability during 4 x–6 x migration phase no operational disruption for agents during 6 x outages ensured data consistency and post recovery synchronization strengthened hybrid (harmony) deployment stability en 327 || immediate cache expiry on 6 x service when configuration changes happen in 4 x implemented real time cache invalidation in 6 x services when configuration updates are performed in 4 x key highlights automatic cache refresh triggered on 4 x configuration changes such as campaign creation or deletion process updates user modifications immediate cache update in 6 x microservices including interaction service data engine cfs eliminates stale configuration data across hybrid environments outcome ensures configuration consistency between 4 x and 6 x reduces delay in reflecting admin changes improves reliability during 4 x–6 x migration phase en 154 || unified customer contact resolution and context aggregation using external crm id, en 328 || third party contact support crud 6 x, en 330 || third party contact support past interaction query on the basis of third party contact enabled unified customer identification and history aggregation using external crm id (universal customer id) with complete third party contact support in 6 x key capabilities unified customer resolution customer resolution shifted from ecc customer id to external crm id consolidated past interactions (voice, chat) across multiple ecc contacts sharing the same crm id ccdp sentiment, intent, and summary aggregation unified at crm id level crm cti pop displays consolidated customer history using crm id supported for 6x third party contact crud (6 x) introduced crud apis for managing third party contact identifiers supports mapping between ecc contacts and external crm entities maintains backward compatibility where crm id is not present past interaction query by third party id interaction service api enhanced to fetch past interactions using third party id mapping id enables crm based unified interaction lookup independent of ecc contact id fallback handling if crm id is null/empty, system falls back to campaign level interaction history without disruption outcome unified cross contact customer journey view improved context aggregation accuracy reduced fragmented or duplicate customer records stronger crm integrated experience for enterprise deployments documentation https //exotel atlassian net/wiki/spaces/arch/pages/1585807384/en 154+unified+customer+contact+resolution+using+external+crm+id+ +design+document (internal) en 853 || fetch recording basis crt object id & callid as optional enhanced voicelog apis to enable crm systems to fetch call recordings using campaignid and crt object id as primary identifiers, making callid optional key enhancements play & download apis updated callid is now optional (previously mandatory) if callid is provided → exact recording is fetched (no behavior change) if callid is not provided → recording resolved using campaignid + crtobjectid fully backward compatible with existing integrations new voicelog metadata api introduced metadata api to fetch all recordings linked to a crt object supports optional filters campaignid processid callid returns detailed recording metadata for crm side resolution crm url standardization campaignid and crt now consistently appended to crm iframe / popup urls appsdk events nodeflows ensures reliable recording resolution without fragile identifiers improved validation & error handling invalid crtobjectid → 404 response case sensitive query parameter validation (e g , callid) explicit handling when filters yield no results behavior campaignid is treated as the stable interaction anchor callid used only for precision (optional, non blocking) no ui toggle — behavior always enabled outcome crm integrated customers can fetch recordings using campaignid + crt eliminates dependency on callid for recording access improves reliability of post call workflows reduces recording related crm integration issues en 841|| agent assist ability to stream calls for a specific campaign in a 6x ecc tenant enabled campaign level integration of oneassist within 6x ecc, allowing real time call streaming for configured campaigns without any node flow changes key capabilities admin can map a campaign to a specific agent assist configuration automatic backend retrieval and management of websocket streaming url real time streaming of agent audio customer audio interaction metadata agent assist ui auto activates for mapped campaigns no manual inputs (api keys / websocket urls) required in ui feature behavior (transcripts, smart replies, masking) fully controlled by oneassist supported scenarios (phase 1) inbound voice calls (legs platform) limitations outbound and callback calls are not supported in this phase only voice campaigns are covered campaign level configuration only (no flow level control) outcome seamless real time agent assist activation at campaign level zero impact on existing call routing and handling centralized configuration with oneassist as the source of truth en 406 || salesforce omni toolbar integration fixes , en 241 || salesforce toolbar enhancements (link, unlink, create record) the ameyo cti toolbar has been officially certified for salesforce lightning with harmonytoolbar ui this certification ensures seamless compatibility of the new harmony toolbar ui with existing voice and chat capabilities previously validated on the old omni ui key capabilities full support validated for inbound voice, outbound/dialer, and chat interactions verified seamless agent login, call handling, screen pop, chat flow, and activity logging able to create a new record, link and unlink record limitations the chat transcript url is being generated within the activity record, however, the link is currently not accessible and does not open the transcript customer search, creation, and linking with a custom object functionality are currently not working as expected tech tasks en 684 || upgrade postgres to latest stable version for xmf en 685 || upgrade postgres to latest stable version for superset en 686 || upgrade postgres to latest stable version for chat service 6 x en 683 || upgrade postgres to latest stable version for ameyo clock en 670 || upgrade postgres to latest stable version for cms en 667 || upgrade postgres for app server, ui server, art 6 x en 677 || postgres version upgrade for k8s as part of this release, the platform database has been upgraded from postgresql 14 x to postgresql 18 x (latest stable release) across core services and infrastructure components upgraded components xmf superset chat service (6 x) ameyo clock cms app server, ui server & art (6 x) kubernetes (k8s) deployments upgrade details previous version postgresql 14 x current version postgresql 18 x benefits improved performance and query optimization enhanced security and stability access to latest database features and long term support better overall reliability and scalability the upgrade has been successfully completed and validated as part of this release limitations and known facts/issues with features/fixes current limitation/ known issues en 142448 | for inbound calls, the popup for multiple customers does not appear in toolbar ga 14838 | filterable and searchable columns shown three times in preview alternate number list ga 14853|create and dial is not supported in tollbar in duplicate customer feature support story ga 14022 || addcustomerinfotocrmurl this flag is working only at system level only en 142553|en 140238 |saml is not supported with omni toolbar ga 14884 |bell notification not displayed after churn | preprod setup ga 14882 |toolbar ||sometimes during manual dial we are facing issue invalid number ga 14851 |duplicate customer handling ||mouse is shown on preview customer screen (arrow shown) ga 14843 |the call details screen under the manage tab on the supervisor interface is distorted ga 14842 |transfer to user/confer to user \ not able to select queue in queuelist ga 14841 |transfer to user/confer to user \ queuelist shown if we are going to click on campaign option (screenshot attached) ga 14534 |blacklist feature ||number is only blocked if we add the zero before the number ga 14933 |data is not updating in campaign customer table after the call disposed thats why same number is dialable infinity time ||third party masking setup is down ga 14932 |create and dial customer has been created successfully but calling is not working||third party masking setup is down ga 14935 |dial time restriction setting at campaign level\ dial time is not updating in campaign customer table for the already customer ga 14937 |user disposition retry setting enabled after call disposed ||campaign customer table should be updated based on setting||issue changes are not reflecting ga 14958 |confer call icon persists after agent ends conference ga 14956 |supervisor can force logout agent without providing a reason ga 15053 |bulk user upload users face issues during upload if the column names or their sequence are changed in the downloaded csv file, even after mapping the columns correctly during upload ga 15098 |non dialable | not working with callback ga 14935 |dial time restriction setting at campaign level\ dial time is not updating in campaign customer table for the already customer en 132681 |excluded disposition feature is not working on supervisor under manage contacts en 141977 || disabled filter at system level is working en 140367 || a filter created at the system level and not assigned to a campaign is still applied to all campaigns (legacy) ga 15224| callback failure logs are not available in the app server logs to identify why the calls failed ga 15235 |callback initiate story (en 142572) ||callback is not initiated if agent is logged in and agent is on break ||campaign callback en 145173 |multiccmanager ||click on contact tab||reverting on main login screen||not able to work on contacts tab from multiccmanager en 145660 || "abandon at acd" data not dumping for chat queues when no agent is logged in || queue monitoring en 145484 || closed interactions|| search field not working with customer name ga 15313 ||customer searching issue ||serachable column "name" splitted into two if we providing the name with space en 146524 ||contacts tab on admin and supervisor ||bulk upload ||complete data columns fields are not shown for mapping en 146522 ||messenger mp3 and mp4 format support issue ga 15303 ||whatsapp and messenger not tested in same campaign whatsapp with xmf ||chat toolbar info configured on the basis of queue||unable to initate the whatsapp outbound chat as whatsapp business number option is not showing on ui||due to this unable to test whatsapp and messenger in same campaign ga 15302 ||storage azure||transcript failed to send on azure if we are trying to send multiple attachement at a time from agent hr 609 outbound chat summery is not generated hr 604 past interaction count and list are not showing when the ccdp flag is enabled hr 658 || in a few conversations, the intent heading is not being generated correctly based on the interaction conversation hr 642 || case id not getting updated in journey hr 640 || a meaningful chat summary was not generated based on the agent and customer conversation hr 633 || summary sentiment does not match the interaction sentiment hr 616 || cqa ai scoring should not be analyzed for unattended chats hr 631 || for all calls, the supervisor user should be able to perform manual scoring, whether ai scoring is conducted or not hr 630 || when ai analysis is disabled, those quality profile options should not appear on the ai audit screen hr 629 || when tasker is down cqa score is showing 'no score selected' hr 628 || quality profile assignment/quality profile creation option is showing twice on screen ga 15474 || negative udh wrap time dumped in omni interaction denormalised interval 5 min for auto transferred chats ga 15503||call details report ||masking campaign ||getting a blank report if we run the report with a phone filter either passing the mask number or unmask number ga 15452||udh dumping issue with voice campaign and omni campaign ga 110 ||omni loosely coupled ||customer creation failing for newly created process ga 230 || system disposition incorrectly displayed as "connected" when agent is force logged out during ringing state ga 15634 ||not showing the rows per page selection option on call history page in 6 x , while it was available previously for all user roles reason \ this is to intentionally hide it, to implement cqa and ccdp flow en 1273 || agent able to perform manual dial from crm app even when manual dial privilege is masked || system & campaign level || 6x en 790 || auto answer settings not saved for voice and chat at campaign level en 1436 || customer unable to upload multiple attachments on webchat || omni || 6x en 1426 || chat transcript not sent to customer despite admin configuration || 6x en 800 || two factor only in /app en 676 || customer resolution issue in ecc in case of inbound call if multiple customer saved with same number en 291 || enforce session timeout from configuration fixes ga 15107 |during force login the 1st user doesn't get logout properly ga 15100 |create a flag to persist error records in db for lead upload ga 15223 |callback upload from supervisor during upload, if is self callback is false, then the userid being passed should be bypassed instead of failing due to a user id mismatch en 145356 |agent screen ||complete contacts data column are not shown everywhere in contacts tab ,in live interactions hr 614 || cqa scoring is sometimes not showing in the closed interaction tab under the quality profile score column hr 646 || the screen is getting blank after creating a duplicate quality profile after switching tabs, the screen is getting refreshed hr 613 || the supervisor is unable to save cqa manual scoring with comments en 147340 || messages not exchanged between agent and customer after reload during ongoing chat ga 15421||whatsapp inbound chat ||customer name is not saving if performing inbound whatsapp chat ga 53 ||contact and cases not displayed in crm integration tab || omni ga 155 || not getting correct graph and data in omni live monitoring ga 94||auto call on/off data points are incorrect ga 47||agents are force logged out and everything looks fine from the ameyo db side, as the logout time and reason are correctly recorded (see screenshot) however, in live monitoring it still shows in right side but not on left side customer reported and legacy bugs fix system common bugs sl 18034 || dca20260129738951\ issues in accessing hdfcsecurities ameyo net issue the hdfc securities url was inaccessible for a period of time an alert was triggered indicating 90% cpu usage on the ingress nginx controller, which led to degraded system performance upon investigation, it was identified that a high volume of api calls to /configuration/serverpreference/agentdashboardid was being triggered repeatedly this excessive api traffic caused backend performance degradation and significantly increased cpu utilization fix an immediate fix was implemented to control unnecessary api calls a guard condition has been added to prevent the /configuration/serverpreference/agentdashboardid api call when the agent is already on a call (i e , when a crt object is present) this ensures that redundant api requests are not triggered during active call sessions as a result, backend load and cpu utilization are stabilized the fix has been provided in the latest appserver ui build en 694 || toolbar user should logout on failover improved failover handling to ensure toolbar users are securely logged out during app server failover scenarios, aligning behavior across applications key improvements toolbar now redirects users to the login page during failover added guided alert message before reload confirmation (for webrtc without single session) to ensure proper reload during system switch improved handling for reload scenarios minor network fluctuations keepalive/session ping failures disabled auto relogin configuration in 6 x to prevent inconsistent session behavior during failover behavior overview voice toolbar automatic reload for extension based calling & single session webrtc for non single session webrtc, users receive a guided system update alert followed by reload confirmation /app redirects to login on failover (no change) /omniapp redirects to login when session validation fails /newapp no changes (application planned for deprecation) outcome improved reliability during failover consistent logout behavior across applications reduced risk of stale or invalid sessions post failover better user guidance during backend system switch voice sl 17902 || dca20251230726565\ delay in lead page issue the lead page under process was taking approximately 1 minute to load every time it was accessed this delay was impacting operations, particularly during lead assignment, as users had to wait for the page to fully load before proceeding the root cause was identified as sequential database queries — for each lead, a separate database query was being executed, leading to significant performance degradation fix the lead fetching logic has been refactored to optimize performance instead of executing sequential queries for each lead,the system now fetches all leads by process id (pid) in a single query this optimization significantly reduces page load time and improves the lead assignment experience the fix has been provided in the latest cms build en 480 || \[id1 citus 1] problem db \[data db] || excessive concurrent calls to agent self monitoring api causing high db load issue the agent self monitoring api /cc list/\<cc id>/stats/agent selfmonitoring/ was being triggered far more frequently than expected from the toolbar this resulted in a high number of concurrent database queries increased query latency unnecessary load on the datadb fix the ui logic has been optimized to prevent excessive api calls removed api triggers on tab switching removed api triggers on toolbar reload the api is now called only via the 2 minute interval timer this significantly reduces database load, improves query latency, and stabilizes overall system performance sl 17817 || en 674 || user user call leg details orphan records not cleaned on user deletion issue when a user was deleted from the system, corresponding records in the user user call leg details table were not fully cleaned up, leading to orphan entries this caused data inconsistency and production issues during toolbar dialing scenario a user was created with a lowercase username and mapped to a specific extension and number the user was deleted a new user was created using the same username in uppercase although the old lowercase user entry in user user call leg details was removed, the newly created uppercase user automatically inherited the extension and number previously mapped to the deleted user this resulted in unintended extension mapping and dialing inconsistencies fix in the latest cms build , user deletion handling has been enhanced when a user is deleted, all associated user specific leg entry records are now properly cleaned up this prevents orphan data and unintended extension reassignment the fix applies only to user deletion events and does not impact active users or normal call flows this ensures data consistency and prevents toolbar dialing issues caused by stale mappings sl 18085 || dca20260206742173\ talk time mismatch for the user h17965 under fort branch sl issue in the batch processing of the agent productivity stage consumer , when both acd and csd events for the same session were received together within a single batch, only the acd events were stored in the agent productivity stage store the corresponding csd events were skipped due to the absence of the last processed csd event entry for that session in the agent productivity stage store table, subsequent unprocessed acd events were not picked up for processing as a result, apr (agent productivity report) calculations were not generated for those acd events this issue has been resolved in the latest data engine build monitoring data and reports na omni campaign voice and chat interactions sl 17919 || 6x || not able to upload the chat post processing nodeflow issue in the previous appserver ui build, users were unable to upload the chat post processing nodeflow from campaign → advanced settings → chat post processing while attempting to upload the nodeflow file, the ui displayed the following error message “there was a problem uploading the nodeflow file please try again later ” due to this issue, chat interaction data could not be processed further, impacting salesforce chat activity creation and related integrations fix the issue has been resolved in the latest appserver ui build users can now successfully upload the chat post processing nodeflow file from campaign → advanced settings → chat post processing the upload process works as expected without any error, enabling proper chat interaction processing and downstream integrations (e g , salesforce activity creation) en 749 || dca20260102727440\ supervisor|| ivr status data | under waiting calls not showing || 6x resolved an issue where ivr calls were not appearing under the “waiting calls” section in the supervisor view within 6x enhancement details corrected backend condition handling impacting ivr status data ensured accurate population of calls under the “waiting” state validated across latest app server builds outcome supervisors now see correct real time ivr waiting call data improved accuracy of queue monitoring enhanced operational visibility for live call tracking reports delivered the following are the names of reports which qa verifies &#x9;1\ call history 2\ call details 3\ acd abandon call detail report 4\ acd call details 5\ acd call interval summary 6\ acd call summary 7\ agent session details 8\ agent productivity summary 9\ agent productivity interval summary 10\ acd abandon call summary report 11\ queue performance report 12\ omni call details report 13\ omni chat detail report 14\ omni interaction call history 15\ omni interaction detail report sharing below the names of the reports which are mentioned in the reports tab but not delivered 1\ interaction activity daily report 2\ feedback report 3\ chat channel report 4\ transition daily report 5\ acd video chat details 6\ crm lead details report 7\ interaction service level report 8\ supervisor qa gm productivity summary 9\ crm details report 10 acd abandon video chat details report 11\ calls quality report 12\ video chat history 13\ kyc officer quality report 14\ agent productivity summary for video chat 15 agent chat report 16\ chat agent productivity report 17\ kyc request activity report 18\ kyc request summary report 19\ kyc request date wise summary report 20\ kyc request detail report 21\ group agent productivity summary 22\ group agent productivity interval summary 23\ conference report 24\ call distribution interval summary 25\ group agent session details 26\ lead penetration 27\ call distribution