Admin Center New Release: Agent Login Analytics, Group Management, SMS Upgrades & More

We’ve rolled out a comprehensive set of improvements across analytics, device management, messaging, and reporting in the Admin Center. Here’s what’s new:

Group Reports: Agent Login Time (Analytics & Saved Reports) In Analytics > Group Reports, when viewing By Agents, you’ll now see Agent Login Time—the total time each agent was logged into hunt groups and queues. This metric is also available in Saved Reports, so you can schedule or export recurring summaries without manual work.

Lines & Devices: Group Management A new Group Management section is available under Lines & Devices. Use it to manage a phone line’s membership and availability across groups in one place:

• Add lines as agents to Hunt Groups/Queues and log them in or out.
• Add lines as members to Pickup Groups and Page Groups. This centralizes group administration and reduces time spent jumping between screens.

SMS Campaigns & Contacts — Enhancements Under SMS Features, we’ve significantly expanded Campaigns and Contacts to make outreach more flexible:

• MMS support: Attach files to send rich, media-enabled messages.
• Sortable outgoing messages: Sort by Status or Recipient—click a column header to reorder.
• Smarter CSV importing for Contacts: Import more file formats, use your own column schema (including tags in separate columns), and map fields directly in the import dialog for clean, accurate uploads.

Predefined Web URLs — New & Updated Options (Voice Features > Web URLs)

• Add to SMS Campaign (New): Automatically add a caller to SMS Contacts with a specified tag when they route through this Web URL—perfect for opt-ins and targeted follow-ups.

• Recent Agent Callback (Updated):

  • Option to trigger only for missed outgoing calls.
  • Optional confirmation step for the caller, with the ability to route to an alternate destination if they choose not to reconnect to the agent.

“Continue Add” in Create Dialogs Many Create dialogs now include a Continue Add checkbox. When enabled, the dialog remains open after saving, letting you add the next item immediately—ideal for bulk setups.

Multi-Select Filters Filters that use multi-select lists now include a Select All option, making large selections faster.

Schedules Bulk Add: In Schedules, use Bulk Add to apply a schedule to multiple phone numbers or extensions at once, all pointing to the same destination. This streamlines rollout for time-based routing changes.

Saved Reports: Include Call History CSV Attachment Scheduled emails for Saved Reports now offer Include call history CSV attachment. When enabled, the email includes a CSV export of the call data summarized in the report—ready for audit, analysis, or sharing.

HubSpot Integration: Recording URL Sync The HubSpot integration now posts each call’s recording URL to the Recording URL field in HubSpot, so recordings are easily accessible from the related record without switching tools.

Explore these updates today to streamline administration, sharpen analytics, and supercharge your messaging workflows!

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