12 posts tagged with "Analyst"

This release brings a new public API, the option to add multiple email addresses in the TO field and additional improvements.

Change log​

New functionality​

1. We added a feature that enables campaign record status updates to be populated in the OData feed. It can be enabled for your tenant on request.

2. We published an API to cancel a campaign record by the record ID. It allows cancelling records one by one or in bulk, up to 100 records per request. See the developer's documentation for more details.
3. We added the option to use workflow variables in the Redirect To Phone node, enabling dynamic population of the phone number field.

4. We added the option to add multiple email addresses in the TO field of an email, up to 50. Additionally, we now support the option to paste a list of email addresses in the To/Cc/Bcc field. The user interface will automatically prompt the user to verify the email addresses when doing so.

5. Predictive calls are now automatically answered on the agent side. This enables the agent to save a couple of seconds and improve the overall predictive campaign performance.

Improvements and adjustments​

1. Fixed an issue where the email conversational bot's conversation history window contained previous email segments, modifying the email bot behavior.
2. Fixed an issue where users could not change the translation engine or remove the dictionary, when there was a dictionary assigned to a Language profile pair.
3. Fixed an issue where invalid email addresses could be pasted into To/Cc/Bcc without a warning.

This release brings new features, improvements, and fixes to make the system easier to use and more stable.

Change log​

New functionality​

1. Added portal-based testing of custom task wrap-up notes by work item ID, with validation and quick copy action.
2. Added a configurable delay for auto-answering inbound calls, including per-agent override and countdown with manual pickup option.
3. Added a tenant-level limit for parallel flow-controlled outbound calls with validation and start-blocking when limits are exceeded.
4. Added the ability for supervisors to assign agents to business unit–specific breaks based on shared business unit membership.
5. Added an option to disable automatic creation of customer records per channel for unidentified customers.

Improvements and adjustments​

1. Fixed an issue where agent chat messages were not delivered or visible when customers backgrounded the conversation on smartphones, causing missing messages upon return.
2. Fixed an issue where external web page links did not automatically open in a new tab upon conversation routing, despite being configured to do so.
3. Fixed an issue where real-time reports experienced delays in loading data after login or page refresh.
4. Fixed an issue where accounts could not be created when email addresses contained punctuation or non-English characters.
5. Fixed an issue where end time fields (EndDate and EndDateUTC) were missing in OData feed tables for agent states.
6. Fixed an issue where enabled auto-answer settings did not automatically present inbound calls to agents in voice configuration.
7. Fixed an issue where outbound dial CANCEL requests did not include the required X-Tenant-Id header.

This release introduces new features and improvements across messaging, reporting, voice campaigns, and performance, along with several bug fixes to enhance stability and reliability.

Change log​

New functionality​

1. Added a new Instagram channel integration (Instagram API with Instagram Login) enabling end-to-end messaging, media sharing, and customer interactions via Instagram.
2. Added the ability to reschedule campaign tasks to a specific agent within the business unit, with agent availability and skills visibility and optional enablement via campaign settings.
3. Added a setting for supervisors to disable translated customer audio for agents, allowing reliance on transcripts instead of audio translation.
4. Added visibility of the last message received via the webchat widget, including timestamp and indication when no recent messages are available.
5. Added the ability to select and switch between webchat widget versions in the portal.
6. Added the ability to export filtered task history results to CSV, including all report fields and collected data in separate columns for further analysis.
7. Added support for increasing the maximum number of parallel calls in voice campaigns from 20 to 100.
8. Added support for configuring business unit–specific break codes, visible only to agents assigned to and enabled for that business unit.
9. Added a breakdown of agent break time by business unit in the Agent states report.
10. Added the ability to customize AI-generated task wrap-up notes, including length, tone, style, and content via configurable prompts.
11. Added audit logs for agent assist configuration changes, including creation, updates, deletions, and feature modifications.

Improvements and adjustments​

1. Fixed an issue where bot email replies incorrectly included “HTML body:” text in the message content.
2. Fixed an issue where applying filters in Realtime Reports caused bots to appear and disappear and the filter section to flicker.
3. Fixed an issue where customer exports could contain duplicated records in the CSV output.
4. Fixed an issue where the conversational bot exited unexpectedly when a short silence timeout was set in voice workflows.
5. Fixed an issue where voice bot workflows did not continue after a bot response and required additional customer input to proceed.
6. Fixed an issue where agent messages were not visible to customers on Viber.
7. Fixed an issue where V3 raw data returned agent data as a dictionary instead of an array.

This release introduces several new features and improvements, including enhanced agent insights, translation controls, and service hook configuration, along with fixes to improve the stability and usability of the Agent UI.

Change log​

New functionality​

1. Added dictionary support for DeepL translations to control the translation of specific terms and names.
2. Added support for channel-level service hooks in addition to tenant-level hooks.
3. Added node ID and node name display in the Bot Insights view.
4. Added read-only chat conversation view during wrap-up.
5. Added agent KPIs to the Wallboard feed V3.

Improvements and adjustments​

1. Fixed an issue where the Channel Holiday and Exception list UI elements were misaligned.
2. Fixed an issue where a '0' was incorrectly displayed between the Settings and Log out buttons in the Agent UI.
3. Fixed an issue where the Task History filter in the Agent UI was not accessible.

This release includes new Wallboard insights, expanded live transcription options, updated branding, enhanced call handling capabilities, and several fixes improving call audio and transcription accuracy.

Change log​

New functionality​

1. Added queue-level Today KPIs to Wallboard Feed v3 (total, average, and longest agent active time).
2. Added Soniox as a live transcription (STT) provider, enabling lower-cost transcription configuration in the admin portal.
3. Added updated Graia branding to the Power BI template, including the new logo and color scheme.
4. Added support for custom outbound SIP headers on all outgoing call legs across all call scenarios.

Improvements and adjustments​

1. Fixed an issue where agents did not hear a ringing tone during outbound consult calls across Teams and WebRTC.
2. Fixed an issue where ASR cut off spoken number sequences before completion in Speechmatics.
3. Fixed an issue where conversation transcripts were generated in the wrong language after the conversation ended.