Release notes 2.1
- Live update: 2024-03-12
- Platforms: All
News
Service level objectives
We have improved our service level feature in Analytics by adding Service Level Objectives which allows you to specify a target level in percentage that will be displayed in two new graphs in Analytics:
- Outcome compared to goal
- Deviation from target service level
Callback
Moved from beta!
Can't your customers wait in line? Now we're letting you Callback for response groups which gives callers the option to choose a callback instead of waiting in line.
Callers enter their phone number, and agents in Callback agent group will treat these requests as regular incoming calls. Designed to improve the customer experience by reducing wait times and streamlining communication.
- Automatic callback, if enabled, calls will be placed in a separate agent group with its own calling strategy and related settings
- Manual callback, if enabled on the response group, call logs for calls in callback will be marked as a manual request and agents can then follow up on the call
- Option to send a notification and toast to agents and/or supervisors when a callback call has been waiting for a certain amount of time
- Option to send a confirmation SMS to callers when a call becomes a callback request
Wallboard
We are officially releasing this feature from beta.
Our response group wallboard includes customizable metrics, the ability to select one or more response groups, and offers both dark and light modes for visual preference. It also provides different visual scaling options to suit different viewing needs.
Enter ID
The Entra ID Sync feature is here (moved from beta), allowing users to sync with Microsoft Entra ID (Azure Active Directory).
This update includes customizable group and field settings, along with notification preferences for event channels and email. Users have the flexibility to choose between auto-sync or rely on notifications for sync updates.
Enable/disable voicemail transcription for all users
Organization setting to enable/disable voicemail transcription for all users, this setting is found under Telephony systems - Call control - Transcription of voice messages.
From here you can choose to allow whether users should be able to change transcription settings.
System SMS settings and zones
System SMS has been divided into several zones depending on the recipient country. We have added settings where you can enable/disable zones. By default, zone A will be enabled.
The setting is found under Business account - System SMS.
See the guide to managing the settings here.
Monitor colleagues' line status
Moved from beta!
We all have that one colleague who is harder to reach than the Pope himself. To help with that, we're now launching the ability to activate a notification when a specific user becomes available on the phone.
Click on the user's red handset and choose to receive a notification when the call ends and voila, you now get a notification that you can call back. But hurry up, if it's a really busy person, more people may have activated the notification, first come, first served! The update includes:
- List of monitored users
- Options for removing monitored users
- Surveillance will now be cleared if you enter a conversation with a monitored user, regardless of how the conversation was initiated
- Availability toast notifications are now hidden when you get a busy line status and reappear after you become available again
- Fixed an issue that caused the availability toast not to be displayed if you were in a call when the supervised user became available
- Fixed an issue that caused the available toast not to be displayed after moving focus back to hidden window/application
You can find the settings under Personal Settings - Notifications - Line Status
Beta
Salesforce
More information to come.
To activate our integration, you need one of these Salesforce licenses:
- Enterprise Edition
- Unlimited Edition
- Developer Edition
- Performance Edition
Upsales
More information to come.
Fixes & changes
Analytics
Heatmap improvements:
- Shadows around cells are now clearer
- Thresholds for “red” are now per response group instead of using a combined maximum value across all response groups
Video conference
- Possible for a participant to take over screen sharing, if a new screen sharing is started it will be displayed to all participants
- Shows more buttons by default, now the device button is visible on large screens
- Longer time before buttons are hidden
Response groups
- Fixed bug where superAdmin users could not remove callback calls from the "Pending Calls" list
- Added sorting and order settings for the sidebar
Other
- Possibility to turn off notifications for reactions on channels
- Enabled a user to select users in call log search based on all teams and roles they have access to, not just those they are members of
- Fixed an issue where a shorter gap could occur in the audio stream for calls that were recorded
- Fixed SuperAdmins being able to see forwarding numbers in the selector of another user's personal settings
- Voicemail transcription is now better at filtering out empty messages
- Fixed an issue where the desktop app would not pop up on incoming calls in certain situations on Mac
- Fixed flag and country code identification for Guernsey, Jersey and Isle of Man
- Fixed bug when exporting call log that caused it to ignore some filters when generating export
- Updated link for downloading Plantronics hub