Patch Release CX5.13.1

Fix Emails Failing to Send When a Quoted Attachment Is Missing

Issue: Replying to an email that quoted an older message could fail to send when that message's attachment was no longer available, without the agent seeing a clear reason why.

Resolution: The email connector now skips a missing attachment and still sends the email, instead of blocking delivery entirely.

Fix "View Full Thread" Not Opening for Email Conversations

Issue: The "View full thread" action on an email conversation sometimes did not open the thread.

Resolution: The "View full thread" action now uses a corrected link and opens the thread as expected.

Fix Inline Images and Attachment Delivery in AgentDesk Email

Issue: Agents saw several email attachment problems in AgentDesk: inline images from some email apps did not display, attachment links sometimes pointed to an address the customer could not reach, and one unreadable attachment could cause an entire reply to fail to send.

Resolution: Inline images now display correctly, attachment and image links use a properly accessible address, and AgentDesk now skips a single missing or unreadable attachment so the rest of the email still sends.

Fix Timeouts When Viewing a Full Email Thread

Issue: Opening a full email thread sometimes timed out instead of loading, especially for threads with several attachments.

Resolution: "View full thread" now loads directly from stored conversation history instead of re-fetching and re-uploading every email from the mail server each time, which substantially reduces load time.

Fix Auto Answer and Other Agent Settings Not Applying After Login

Issue: After logging into AgentDesk, Auto Answer and several other agent settings did not take effect until the agent manually refreshed their browser.

Resolution: AgentDesk now loads these settings immediately after login, not only on a browser refresh.

Fix Blank Transcripts for Older Conversations

Issue: Opening the transcript for some older conversations showed no content.

Resolution: The transcript viewer now reads conversation history through an improved method that returns the complete record.

Fix Missing Conversation Details in Transcripts for Rapid Customer Messages

Issue: When a customer sent two messages in very quick succession, the second message could appear in the transcript without its conversation details filled in.

Resolution: A message arriving at nearly the same moment as another now correctly inherits the conversation's details, closing the gap.

Fix Conversations Not Re-Offered After an Agent Finishes Another Offer

Issue: A waiting conversation could get stuck in the queue when the agent meant to receive it had just finished being offered a conversation on a different channel.

Resolution: When an agent's offer finishes, the system now re-checks every channel that agent is available on, not only the one involved in that offer, so waiting conversations are offered automatically.

Fix Unified Admin Crash on an Unregistered Domain Name

Issue: Opening Unified Admin from a domain name with no registered tenant and logging in crashed the backend service, taking Unified Admin down until it restarted.

Resolution: Unified Admin now rejects an unregistered domain with a clear "not found" response instead of crashing, so it stays available.

Fix Missing Conversation ID When Downloading a Transcript

Issue: Downloading a transcript sometimes opened the transcript page with the conversation ID missing, showing a "Conversation ID is missing" message, most often after a chat resumed from a refresh, a new tab, or a reconnect.

Resolution: The system now includes the conversation ID in every notification message instead of leaving it empty, and the transcript now takes the ID from the first message that actually has one, so it no longer opens without a conversation ID.

Fix Agents Unable to Send Files From AgentDesk to Facebook and Instagram

Issue: Agents could not send several file types, including audio, spreadsheets, presentations, email files, and GIFs, to customers on Facebook and Instagram, and some file types sent by customers also failed to arrive.

Resolution: AgentDesk now correctly recognizes email attachments instead of dropping them, and the Facebook and Instagram connectors now upload files directly instead of relying on the customer's platform to fetch them. Images, GIFs, video, audio, and voice messages now work in both directions. See the limitations here.

Fix LinkedIn Comments Not Being Received

Issue: The LinkedIn connector stopped fetching comments and incorrectly reported an inactive refresh token even though the token was valid, blocking all LinkedIn conversations.

Resolution: The connector now reads the token-status response correctly, restoring LinkedIn comment delivery.

Fix Not Ready Duration Exceeding Logged-In Duration in the Agent Not Ready Detail Report

Issue: In the Agent Not Ready Detail report, an agent's Not Ready time occasionally showed a few seconds longer than their Logged-in time for the same session.

Resolution: The report now calculates Logged-in duration directly from login and logout timestamps instead of summing rounded time slices, so it no longer shows less time than was actually logged in.

Fix Duplicate Session Identifiers in the Channel Session Detail Report

Issue: The Channel Session Detail report's "Channel Session ID" column repeated the same value across many rows from different sessions on the same channel.

Resolution: The report now labels and shows the correct, unique identifier for each session, and no longer displays the channel-level identifier that was being confused for it.

Fix Session Count Mismatch Between Channel Stats Summary and Channel Session Detail

Issue: The weekly Channel Stats Summary report occasionally showed a different Web-channel session count and total duration than the Channel Session Detail report for the same period.

Resolution: The two reports now produce matching session counts and durations; the earlier mismatch was traced to a timing difference in how a session's related conversation record is counted.

Fix Transferred Task per Queue Report Showing No Data

Issue: The Transferred Task per Queue report displayed no data at all when opened.

Resolution: The report now correctly returns transferred-task data grouped by queue.

Fix Incorrect Average Handled and Queue Durations in the Queue-Wise Stats Summary Report

Issue: The Queue-Wise Stats Summary report showed average handled duration and average queue duration that did not match the totals and counts the report itself displayed, with fractional seconds cut off instead of rounded.

Resolution: The report now calculates both averages from the correct totals and counts, with fractional seconds rounded to the nearest whole second.

Fix Channel Duration Mismatches in the Channel Stats Summary Report

Issue: The report showed incorrect totals in its weekly, daily, and monthly views; the underlying duration value couldn't exceed 839 hours, so any total that should have gone higher was capped and therefore wrong.

Resolution: The report no longer caps duration totals at 839 hours, so weekly, daily, and monthly summaries now show the correct total regardless of how high it runs.

Fix Incorrect Speed-of-Answer Figures in the Agent Productivity by Queue Report

Issue: The report showed identical minimum and maximum speed-of-answer values, and an average of zero, because the underlying values differed only by milliseconds and were rounded down to the same whole second.

Resolution: The report now includes milliseconds in its speed-of-answer calculations, so minimum, maximum, and average values show a clear, accurate difference instead of appearing identical.

Fix "Unknown" Data Spike in the Queue-Wise Stat Summary Report

Issue: The report showed an unexplained spike of conversations logged under an "Unknown" category on certain dates, caused by a calculation error that placed conversations with a correctly recorded disposition into that category.

Resolution: The calculation is corrected so conversations are now counted under their correct disposition instead of being miscounted as "Unknown."