This update enhances tracking functionalities for instant messaging and offline mode.
Improved Destination Tracking in Teams Business
We've improved the Agent's ability to track Microsoft Teams (Business) activity. The
“Destination” field in the Instant Message BI report now accurately displays chat recipients, making it easier to trace and analyze IM communications.
Recipient information will now be displayed in the following ways:
For one-on-one chats: The recipient's name is displayed. For example, “John Doe”.
For named group or calendar meeting chats: The chat topic is shown. For example, “Sales Group Call”
For unnamed group chats: A comma-separated list of all participants is provided. For example, “John Doe, Rick, Adam Smith”
Accurate Work Time Tracking in Offline Mode
We've improved how the Agent tracks work time. Previously, it sometimes miscalculated work time during locked sessions in offline mode. With this fix, the Agent now correctly respects the "RECORD LOCKED SESSIONS" setting in your Screen monitoring preferences, ensuring that work time is tracked accurately and consistently.