Overview

This update cycle brings Halo forward across the board: cleaner agent tools, tighter Microsoft 365 integration, richer reporting, and major reliability upgrades.
From release 25.22 to 25.44, Halo introduced more than 200 refinements — most of them small but powerful changes that make contact centres smoother to run.

If you manage Halo for your organisation, this is your complete guide to everything that’s changed since 25.22.

WebClient & Agent Experience

Updated Logout Location in WebClient

We’ve tidied up the WebClient menu to make things easier to find. The old Profile tab has gone, and clicking your profile picture in the top-right now opens your status and settings. The Logout button has moved too — you’ll now find it at the bottom of the right-hand sidebar. It’s a small tweak, but it stops accidental logouts and keeps the layout clean.

Central WebClient Controls for a Consistent Agent Experience

Halo now lets you manage key WebClient options from one place in the Administrator. You can switch on/off things like:

1. Settings menu

2. “Log on as agent” button
3. Contact history, 
4. The option to extend ACW time 

All the settings are managed centrally, no local tweaks needed. The WebClient updates itself automatically based on whatever you set, keeping the agent experience consistent and under your control.

End Call Notification Tone Control

Admins can decide exactly when and if disconnect tones play, either when the active party hangs up or when a held party does.
This stops agents from being startled by unwanted tones.

End After-Call-Work (ACW) by Qualification

There’s a new setting in Halo that gives agents more breathing room after a call. Before, ACW ended the moment an agent picked a qualification, even if they weren’t finished. Now you can switch off End ACW by Qualification, so ACW only ends when the agent hits Complete or the timer runs out. No more being thrown back into the queue mid-sentence. It’s on by default, so nothing changes unless you decide it should.

Increase Priority on Requeue

Requeued interactions can now automatically jump the line. When the option is turned on in Admin Settings, any requeued call, chat or email gains higher priority.

CRM Pop-up Control

Admins can choose when CRM windows open, on ringing, on answer, or never, to reduce screen clutter.

Collapsible Mail/Chat Window

Agents can now collapse the contact-info panel to free up workspace when handling text interactions.
Perfect for larger emails or complex chat threads.

Message Indicators

New visual icons (a ‘+’ symbol or a red dot) show when new messages or replies appear in the queue. Agents no longer need to open every item to check for updates.

+ Symbol = New Interaction	Red dot = Interaction has a reply

Email Preview in Monitor

Agents can open any email in a read-only preview pane. From there, they can reopen or self-assign messages without loading the full email. Faster, simpler triage.

Copy Button for Call Summaries

After each interaction, agents can copy their entire summary with one click, handy for audits or CRM notes.

Please note that call summaries are an additional chargeable feature.

Compact View in Directory

A toggle brings back the compact contact list for those who prefer a denser layout.

Compact View Disabled	Compact View Enabled

Request Supervisor Assistance

Agents now have a Request Assistance button during routed calls. Supervisors get a live alert in their dashboard.

Blind Transfer Shortcut

Agents can instantly transfer calls without consultation using Ctrl + Shift + X or by Ctrl-clicking the contact’s Call link.

Internal Messaging

A new “Internal” option under Send Message allows logged-in agents to message colleagues directly within Halo.
A bell icon lights up when new internal messages arrive.

Notes — Save Button Added

Notes now save only when you click Save. Prevents accidental overwriting when moving between tabs.

Set Presence for Colleagues

Users with Secretary or Operator rights can adjust a colleague’s status and message. Handy for reception teams managing diaries.

Call Summary Visible in WebClient

If configured, after a call ends, a summary panel appears so agents can review or reuse notes. Summaries also appear in contact history. Please note that call summaries are an additional chargeable feature.

Status Message with Until Time

Agents can add a short message (e.g. “Back at 2 pm”) with an expiry time.
The profile area has been redesigned: click your picture → set status → choose time.

Expanded External Contacts

Extra address fields have been added: Address Line 1 & 2, City, and Postcode. Agents can now view, create and edit full records directly from the WebClient. All fields are searchable.

Supervisor Enhancements

Two-Column Monitoring Layout

Supervisors can view Agent Monitor on the left and Queue + Router Monitors on the right.
Switch layouts from a new dropdown.

Assistance and Unread Chat Indicators

Alerts for help requests and unread chats now appear under the single notification bell in the header bar.

Widget-Based Monitor View

Supervisors can now arrange live data using draggable widgets.

Enable under Admin > Settings > Client Settings > Supervisor > “Enable widget layout on monitor”.

Track Across Tabs

Tracking screens now remember the selected agent, router, caller and number when switching between pages.
No need to re-enter filters.

Call Tracking Enhancements

New columns for Summary and Sentiment help supervisors gauge call quality at a glance. Exports include these fields too.

Send Messages to Multiple Agents

Supervisors can now broadcast a message to several agents, groups or routers directly from Monitoring.

Administrator & Configuration Updates

Assign Skills to Outbound Services

Admins can link specific skills to outbound services like Callbacks or MessageBox rerouting. Supports Language or Last Used Skill matching for smarter routing.

Public Holiday Hours

Holiday entries now support start and end times. This lets you mark partial closures and auto-roll forward dates each year.

Reporting Licences

Call Summaries now use a separate licence from Call Transcriptions for clearer entitlement tracking.

Queue Announcements Expanded

Admins can now configure a third queue announcement, giving you more flexibility for tailored customer messaging while they wait.
Both Announcement 2 and 3 support Application Prompts, allowing different audio for each stage of the queue.

Why it matters: It lets you add “estimated wait” or “callback offer” prompts without rewriting your call flow.

Reporting & Analytics

Router queue performance

A new Router Queue Performance report shows detailed queue times, accessible via Supervisor. This report is based on the Cirrus ‘Time in queue’ report.

Email Services Report – First Time Resolution

Addition of a ‘First Contact Resolution’ metric on the Email Services Report. Measures how often emails are resolved by the first agent without escalation.

Chat and Agent Performance Reports

Now cover all text channels — WebChat and SMS for a complete view of agent activity.

Virtual Assistant Reports

Show topics handled, frequency, valid inputs and overall call volume for the AI assistant.

Wallboard Improvements

Updated Routers Widget

Simpler design without gauges; numbers are clear and colour-coded to thresholds.

Agent Status Widget

Shows all statuses with agent counts (even zero). Fonts auto-scale for large screens.

Agent Widget Refinements

Standardised font sizes and configurable secondary metrics like Missed Calls or Handled Emails.

Summary

Between 25.22 and 25.44, Cirrus Halo has shifted to a more secure, modern and agent-friendly platform. Admins get better control, agents get a cleaner workspace, and customers get faster responses. From simpler CRM links to smarter queue management and refined audio notifications, this release series lays the groundwork for even richer updates ahead.