This patch tightens up how call recordings are accessed across your integrations, and gives agents sharper, more actionable stats right where they’re already working — the toolbar.
🔒 Secure Recording Access
Until now, call recordings linked from your CRM were reachable through a single reusable link — anyone with the link could open the recording, with no login check and no record of who accessed what. For BFSI, healthcare, and other compliance-sensitive teams, that’s a real gap.
Secure Recording Access closes it. When enabled, opening a recording link now requires the person to log in — with their existing password, or through your Single Sign-On provider (Salesforce OAuth or a SAML identity provider like Okta or Azure AD both work) — and the system checks what they’re actually allowed to hear before playing it:
- Agents can only access recordings from calls they handled.
- Supervisors can access recordings for the campaigns they manage.
- Admins retain full access across their contact center.
Every access attempt — allowed or denied — is logged, giving you a full audit trail for compliance reviews. Once someone’s logged in, that session carries over smoothly across recordings for a configurable window (15 minutes by default, and easy to extend for teams doing longer call-review sessions), so there’s no repeated login friction while still keeping sessions short-lived.
This rolls out per contact center, so you can turn it on for one business unit while leaving another unchanged, and it’s opt-in throughout — your existing recording links keep working exactly as before until you switch it on. It’s currently available across Salesforce, Zoho, Freshdesk, and Zendesk integrations, with your CRM widget showing a secure recording link in place of the embedded audio player once enabled. Support for backend/automated systems to access recordings without a user logging in directly is on our roadmap but not yet available.
📊 Sharper toolbar stats for agents
Agents could always see how many calls they’d handled — but not what kind, or how many of those calls actually connected. That’s now visible directly on the toolbar, combined across every campaign an agent is logged into.
For every call type — manual, callback, dialer, inbound, and transfers — you’ll now see both how many calls came in and how many actually connected, plus a running total across all types. Alongside that, the toolbar now also surfaces total and average talk time, ring time, wrap time, hold time, ready time, and a full breakdown of break time by type (lunch, tea break, training, and so on), so agents — and the supervisors coaching them — get a much more complete picture of a shift’s performance without leaving the call screen. Stats refresh every 5 minutes automatically, with no new setup required. See the full list of stat definitions for exactly how each metric is calculated.
Also new on the toolbar
- See call context before you answer — for agents on multiple campaigns, the toolbar now shows the campaign, queue, and number dialed while a call is still ringing, so you know what you’re picking up before you pick it up.
- See who’s free before you transfer — when transferring or conferencing a call, the toolbar now shows in real time which colleagues are available (green) or busy (red), so you’re not guessing who to hand a customer off to.
Also fixed in this patch
- Keypad input during calls — In certain call scenarios, pressing keys on the in-call keypad (needed for IVR menus, OTP entry, or dialing an extension) would stop registering. Keypad input now works reliably throughout the call.
- Calls freezing on full browser storage — If an agent’s browser storage filled up, the active call could freeze with no clear explanation, often forcing a page refresh mid-conversation. The toolbar now handles this situation gracefully instead of freezing the call.
- Changing status during an active call — Agents could occasionally get stuck unable to switch their status or go on break while still on a call. Status changes now go through reliably, even mid-call.
- False error on successful preview-dial calls — Agents running preview-dial campaigns would sometimes see an “Internal Server Error” pop-up even when the call had connected successfully — confusing, and easy to mistake for a real problem. That message no longer appears when the call actually goes through.