Release notes 2.5
- Live update: 2025-06-03
- Platforms: All
News
Easier to manage opening hours
Who doesn't love order and order? Now you can manage opening hours for everything from response groups to IVR in one place. No more clicking around between different menus.
Edit directly in the new table view (yes, that's right!), create schedules and attach them to any response groups without duplication. New response groups and IVRs get this new schedule automatically, and existing ones can be migrated with half a twist of automagic.
NOTE: Your normal business hours, such as Mon–Fri 8:00 AM–5:00 PM, will be included when you migrate. However, you will need to date-controlled exceptions, such as closed on 23/6 from 08:00 to 17:00, must be re-entered manually.
The migration is easy to start, either for a single response group or several at once.
Automatic tagging of conversations with Conversation Intelligence
Now you don't have to guess what the conversation was about. Conversation Intelligence now automatically tags conversations based on content and alerts you when certain tags appear, such as Dissatisfied customer.
You can now tag calls with predefined tags. These appear in the call log, in the response group graph, and in flow charts.
Internal calls, VIP and blocked numbers
We all have numbers we like to answer and others we'd rather avoid. Now users can mark VIP numbers themselves (hello boss) or block less popular callers (hello salesperson). If you want to be fully available to colleagues, you can choose to always let internal calls through.
This only applies to your personal calls, not calls to response groups or shared numbers.
Priority levels on response groups
Now you can control which response group goes first in the queue when an agent becomes available, perfect when there are multiple calls at the same time. With prioritization, you ensure that important calls, such as from a VIP response group, always go first in the queue. The right call to the right agent, in the right order.
Beta
N/A
Fixes and changes
Connect mobiles to landlines with Subs
- You can now connect mobile subscriptions to landline numbers even if they are with another operator.
Organization settings
- Now you can choose to open the view in full screen if you want.
Calendar
- The agenda view now shows all 31 days in March, just as it should.
Conversation Intelligence
- Now you can add licenses without having to connect them directly.
- We have switched to a new speech-to-text engine that provides better transcriptions, even when multiple languages are used in the same conversation.
- Summaries and paraphrases now use a new, smarter model.
- Longer conversations now get longer summaries, more content without losing anything important.