LiveAgent monthly updates: June 2024 edition

Welcome back to our latest blog post! This month, we’ve taken a slight detour from introducing new features to focus on some crucial bug fixes and refinements. From resolving call issues to enhancing API permissions, here’s a rundown of the key updates that have kept us busy.

A month dedicated to fixes

Following the migration of our second data center, we paused on new developments to concentrate on bug fixing. We’ve rolled out dozens of fixes recently, addressing various issues that enhance system stability and user experience. Let’s explore some of the most significant ones.

Resolving call issues

We encountered some troublesome errors related to call functionality. For instance, visitors initiating calls via a call button received a ‘Permission denied COST" error and were stuck on the dialing screen, while agents initiating calls through the panel saw a “Ticket doesn’t exist’ error.

These and other call-related issues have now been resolved, ensuring smoother operation in our call center features.

Default agents can merge tickets again

Due to ongoing refinements in roles and permissions, there was an issue where users with the default Agent role were unable to merge tickets, receiving a “Merge failed. Not authorized to close the ticket” error. This was because merging requires the ability to close tickets, a permission default agents lacked.

We’ve revised this logic, and now default agents can merge tickets seamlessly without additional permissions.

Separated API v3 permissions for ticket management

In line with our roles and permissions refactoring, we’ve introduced two new API v3 ticket permissions: ‘close’ and ‘change_state.’ These permissions, previously part of the broader ‘operate’ permission, have been separated to accommodate upcoming changes and to provide more granular control.

These new permissions should automatically apply to all API v3 keys that had ‘operate’ enabled, but we recommend checking this via Configuration > System > API.

Clarity on IVR errors

We’ve addressed an issue where users saw an ambiguous ‘Number error: Ivr error:” without a clear explanation. From now on, any IVR-related errors will include a specific message, helping you understand and resolve issues with your IVR setups more effectively.

AWS migration saga: Focused on Texas

Our migration to AWS data centers has resumed, this time with a focus on the US Texas data center. Customers with LiveAgent accounts stored in this data center should have already received notification emails. The migration process is well underway, and we’re excited about the improvements it will bring.

Outro

That’s it for today’s updates. As always, we’re continuously working on refining various aspects of LiveAgent, including chats, roles and permissions, and department functionalities.

Your feedback is incredibly valuable to us and helps us make LiveAgent better every day. Stay tuned for more updates, and thank you for your ongoing support.