September 2026 Product Update

 

1. Dashboard and Report Access Now Follows 3CX Permissions

This release introduces a significant change to how CCD determines which data users can access. Dashboards and reports now follow the permissions and access settings of the user’s linked 3CX extension. This applies to both live data and historical data stored in the database.

If the Client Service has not been reinstalled, changes made to permissions in 3CX will only be reflected in Call Center Dashboards after a new data update has run for the site. Until that update completes, CCD will continue to use the previously synchronized settings.

How access is determined:

• - CCD users with a linked 3CX extension(Extension Type users) - Access is based on what the linked extension is permitted to see in 3CX. Users may therefore see fewer extensions, queues, or departments than they did before this update.
  Available filter options also reflect this access.
  Permissions for extension presence, calls, and recordings are evaluated separately, so access to one type of information does not automatically grant access to the others.
  Extensions marked as hidden in 3CX are now also hidden in CCD. They will no longer appear in dashboard and report extension lists or filter selections.
• - CCD users without a linked extension (External Type users) - These users continue to have visibility of all data.

Either role grants queue visibility. Membership or permissions in a group or department do not, by themselves, grant access to a queue.

If the linked extension is neither an agent nor a manager of any queue, the queue selection list will be empty. If it has access to only some queues, only those queues will appear.

2. NEW Report: Agents > Reports > Agent Missed Calls Details
    

3. Added “Departments” filter to all Agents reports
   
   
    
4. Queue > Reports > Queue Calls Statistics – added Hour Range filter 
   
   
    
5. Agents > Live > Monitor dashboard is updated –The dashboard now displays all information in a single widget, making it easier to monitor agent activity in one place.
   
   
    
6. Improved Text Wrapping for Longer Translations - Added support for wrapping longer text onto two lines in languages where needed.
   
   
    
7. Thresholds updates - Added new KPIs to Thresholds and new styling options for Warning, Critical, and Goal thresholds, including Border, Border Left, Border Right, Border Bottom and more.
   
   
   
    
8. Administration > Call Dispositions: Added boolean, time, dropdown, and multiselct dropdown field types to Call Dispositions.