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July 2026 Product Update
- Queues > Overview > Service Level – redesigned
- - Added new metrics in Summary widget and drilldowns for Failed SLA Missed Calls.
- - Added Passed SLA and Total Calls views to the Heatmap, with the ability to switch between all three series.
- - Added help text to all metrics.
- Agents > Reports > Agents Short Answered Calls – added a filter for Extension Groups
What's Coming Next
Our team has been focused on a major improvement to the Live Data.
Throughout the month, we've been optimizing how live data is calculated, processed, and displayed across the application. These enhancements will be included in the next release in early August and will introduce:
- - More accurate live metrics and calculations
- - Improved real-time data consistency
- - New filtering capabilities across Live dashboards
- - Detailed metric pop-ups with additional insights and drill-down information
- - Various usability and performance improvements
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