Release 5.8.4

What Changed

  • Statistics (native): aligned Accepted counts across tabs; corrected reaction-time metrics; Period summary (all operators) block and Rating scale filter on the quality tab; more accurate Working hours report; subject changes reflected in custom reports; mass-closed dialogs recorded in statistics; stable column order when exporting the Dialogs table.
  • Operator Line: HTML in internal notes renders correctly; chat direct links survive login; phone numbers no longer open a blank tab; chats are not routed to operators in inactive statuses; bot validation error messages appear in step history.
  • Telegram / Viber: bot replies with HTML formatting reach the client even when the messenger rejects markup.
  • WhatsApp: repeated system copies of outbound messages no longer create a second chat or repeat operator auto-connect.
  • Facebook / Instagram (comments): operator replies to post comments no longer appear twice in the dialog.
  • Broadcasts: send steps show the actual reachable recipient count, not the raw file list.
  • Scenario Builder: HTML emails from scenarios (body, placeholders, HTML format) deliver correctly.
  • Fast Line Pro: knowledge base document import uses an available indexing model; failures show a clear message in the UI.

How It Changed

Statistics

Before: With the same filters, Operators and Service quality tabs could show different accepted-dialog counts. Average reaction time on Appeals was skewed by long queues and transfers. The quality tab had no aggregated period summary and no CSAT scale choice (1–5 or 0/5/10). The Working hours report could show an operator in an old status (e.g. lunch break) for hours while they were actively working. After an operator changed the subject on a closed dialog, custom reports could still show the old subject. Mass close from Operator Line did not always appear in statistics. Dialogs export could use a different column order between downloads.

Now: Accepted-dialog metrics match across tabs. Appeals adds separate KPIs for first-reaction time and outlier diagnostics; the average is no longer distorted by edge cases. Service quality shows Period summary (all operators) at the top and a Rating scale filter. Status journal in Working hours stays in sync with the operator’s actual state. Subject and tag changes on closed chats update related report records. Mass close is recorded as closed by operator. Dialogs export uses a stable column order.

Operator Line

Before: Internal HTML notes displayed as plain text. A chat direct link after sign-in opened an empty chat list. Clicking a phone number opened a new blank tab. Chats could bind to operators in Offline or After Call Work if status changed between selection and connect. Bot validation errors were missing from step history.

Now: HTML notes render with markup. After sign-in, the same chat opens with link parameters preserved. Phone links stay in the same tab for easy copy. Operators in Offline and After Call Work do not receive new chats. Validation errors appear in bot step history.

Channels and scenarios

Before: AI bot replies with HTML lists could be visible to the operator but never reach the client on Telegram/Viber. Repeated WhatsApp copies of outbound messages created a second chat. Facebook comment replies were duplicated. Broadcast send steps showed an inflated recipient count after file upload. HTML email from a scenario could have an empty body or unresolved placeholders. Fast Line Pro import failed with an unclear error when the expected indexing model was not configured.

Now: Telegram/Viber receive plain text when HTML is rejected — the reply still reaches the client. WhatsApp ignores repeated outbound copies — one dialog, no duplicates. Facebook/Instagram comments no longer appear twice in Operator Line. Broadcast steps show reachable recipient count for the selected bot and channels. HTML emails with placeholders send from scenarios in the correct format. Fast Line Pro picks an available indexing model and shows a clear error message on import failure.

Why It Matters

Analysts and supervisors get consistent reports without conflicting numbers and a convenient quality summary for the period. Operators work in a predictable queue, see full context (HTML notes, bot validation history), and keep chat direct links after sign-in. Clients more reliably receive bot and operator replies on Telegram, Viber, WhatsApp, and social channels. Marketers estimate broadcast reach more accurately. Integrators can configure HTML email and Fast Line Pro knowledge bases without workarounds.