Release notes 2.0
- Live update: 2023-12-05
- Platforms: All
News
Analytics Explore
Now it's time to #analyzemore with our new version of analytics: Analytics ExploreExplore and Call Logs now have their own main tab, making them more accessible and user-friendly.
We have introduced additional search filters in Exploresection, which allows for more tailored data analysis. It includes options to specify working days, hours, predefined periods, and the ability to exclude calls that are dropped early from the statistics.
- Agent statistics: Detailed statistics for agents on specific response groups are now available, including a leaderboard and various metrics to measure performance.
- User statistics: Like Agent Statistics, User Statistics also offers a leaderboard and metrics, providing a comprehensive picture of user performance.
- Excel export: Users can now export their data to Excel for further analysis and reporting.
Display number depending on call type (external/internal)
Eureka! Now you can choose to use display numbers depending on whether the call is external or internal. Also possible to customize it via activity statuses.
Send a video conference invitation via an ongoing call
Added the ability to send an invitation to a conference via ongoing call as SMS, email or chat message.
Extra useful in cases where you need to share your screen with external parties.
Share call log as SMS
You can already share a call log in chats. Now we're also adding the ability to share a call log as an SMS, with the ability to write a message to the included call log and send to multiple recipients.
Lime CRM integration
What a time to be a-lime. A new integration is now available via Insights. More information coming soon.
Webhook for call recordings
Well… look at this hook. New integration that allows external systems to retrieve call recordings from the app. Includes metadata about the call.
Beta
Callback via response group
Beta baby!! Tired of waiting in line? Now we're releasing Automatic Callback via response groups as beta, giving callers the option to choose a callback instead of waiting in line.
Callers enter their phone number, and agents in Callback agent group treats these requests as regular incoming calls. Designed to improve the customer experience through shorter wait times and more efficient communication.
Activated during:
Edit Response Group → Call Handling → Callback
Return failed connection as VIP call
If active, failed connections (missed calls) are returned to the response group queue as VIP calls.
The call is prioritized in the queue and distributed to agents according to the set ring strategy.
Activated during:
Edit Response Group → Call Management → Direct Transfer & VIP Calls
Entra ID sync
The experimental Entra ID sync enables synchronization of users with Microsoft Entra ID (Azure Active Directory).
The functionality includes:
- Customizable group and field settings
- Settings for notifications via event channels and email
Users can choose between auto-sync or notification-based updates.
Activated during:
Organization Settings → Users & Teams → Entra ID
Interactive notification for available line status
We all have that one colleague who is harder to reach than the Pope himself. Now you can activate a notification that notifies you 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. First come, first served.
Activated during:
Personal Settings → Appearance → Experimental → Monitor Busy Line Status
Interactive notification when no agents are available
New and improved notification with interactive options when no agents are available.
You can choose to:
- Take the call yourself
- Forward it to another agent
Everything directly in the notification.
Activated during:
Edit Agent Group → No Agents Available → Experimental: Interactive Warning
Wallboard
Now we release Wallboard as beta. The new wallboard has:
- Customizable metrics
- Standard and dark mode
- Scaling for different types of displays
Created under:
Organization Settings → Wallboards → Create Wallboard
Fixes and changes
Call
- Fix where DTMF did not work when using Opus
- Rejects calls that cannot reach the end user's mobile phone when the Max-Forwards limit is reached (483 Too Many Hops)
- A call participant can now leave the call while another number is being called without ending the call
Video conference
- Rewritten virtual background pipeline with WebGL
- Two segmentation models: lightweight model and high-quality model (requires powerful GPU)
- Better blur effect and overall performance
- Improved system for detecting and responding to problems in video conferences
- Fix for bug where users could end up on different servers when connected simultaneously
iOS
- Chat messages are sent directly on Enter on external keyboard
- Autofocus on chat input when external keyboard is connected
- Workaround behavior in iOS 17 where text was not wrapping correctly
- Fix so that everything is saved correctly when updating a contact
- Updated payload for more detailed contact information from imported contacts
Other
- The left panel is wider on large screens
- New TTS voices: French, German and Polish
- OpenAI TTS voices added as beta
- Fix that prevents organizations from being saved without a name
- Fixed bug where filters in the response group dashboard were reset
- Fix for add-ons marked as unavailable but still available for purchase
- HubSpot: The app now shows related cases on the contact page