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March 8, 2025

This release brings enhanced Speech-to-Text, smarter routing, improved campaign management, and expanded analytics.

Change log​

  • NEW New Google Speech STT Provider for Voice Bot
    • To enhance Hungarian Speech-to-Text (STT) accuracy, we have integrated Google Cloud Speech V1 into the voice bot.
  • NEW New routing mode, Hybrid, that allows agents to manually pick items from automatic queues when necessary
    • A configurable mode that enables manual selection within automatic queues.
    • The routing mode of a queue can now be edited to enable Hybrid mode.
    • Agent eligibility – Agents must have the required skills and belong to the team associated with the queue.
    • Pickable conversations – In Hybrid mode, conversations that can be manually picked will now appear in Waiting > Pickable.
    • Routing mode transition – When a queue’s routing mode is changed, only new conversations will follow the updated routing. Existing conversations will remain under the original routing mode.
  • NEW New feature preventing record delivery outside Campaign Business Hours
    • Prevents agents from receiving records when the campaign is closed.
  • NEW New Customer import jobs purge
    • This release introduces automatic purging of completed customer import jobs to prevent database overload. Completed jobs and their processed items will be deleted after 90 days. Additionally, database performance has been optimized through indexing and memory management improvements.
  • NEW New KPIs added to the Wallboard data feed
    • Chat metrics now available
    • Email metrics now available
  • RESOLVED Fixed an issue where the AgentUI session recordings were not being captured.