20 posts tagged with "Campaigns"

This release brings stability improvements, new public APIs and more!

Change log​

New functionality​

1. We've added a public API to programmatically update campaign records. Learn more about it in the developer documentation.

Improvements and adjustments​

1. Fixed an issue where the customer public API import job could time out under specific circumstances.
2. Fixed an issue causing agents to see an erroneous disconnected message.
3. Further resilience improvements for voice services.
4. The speech-to-text transcript is displayed for custom voice conversational bots as well.
5. Fixed an issue where customer record custom fields and email addresses were not merged when using the customer merge feature.
6. Fixed an issue where in rare occasions, rescheduled records were not dialed at the right time for predictive campaigns.
7. Fixed an issue where scripting would not allow dates beyond a specific date in the agent application.
8. Fixed an issue where tooltips were displayed twice in the directory.
9. We've made several improvements related to interruptions for Soniox STT, and updated to the latest API.

This release brings a new scheduled calls view for agents using campaigns.

Change log​

New functionality​

1. Introduced Scheduled calls view for agents using campaigns. This view is located in the Agent performance dashboard as a dedicated tab, visible only if at least 1 campaign exists in your tenant. Agents can use this view to see a calendar of their upcoming scheduled calls.

Improvements and adjustments​

1. Upgraded the technology stack for the Agent application, improving security and performance.
2. Improved voice connection for agents. Agents no longer need to refresh the page to restore voice after a service interruption.
3. Fixed an issue where suspending a record was ignored for predictive campaigns.

This release brings new campaign management tools, additional KPI for realtime reports and voice related stability improvements.

Change log​

New functionality​

1. Voicemails are now displayed in the administration portal. Voicemails left by customers through the Voicemail node are now displayed in the administration portal. Supervisors or team leads can now see their details, playback voicemails and download them via the dedicated menu item. Each voicemail is displayed as a separate row in the list, even if there are multiple voicemails for the same conversation. Users may search for voicemails by conversation ID or customer phone number.

2. We added a new KPI for email-heavy businesses. You can now view, in the team reports, the total emails sent by your team as well as per agent in the agent view. This KPI is displayed at a glance, even if the agent card is expanded.
3. Automatically move agent to a selected break when entering lookup task mode. As a supervisor or team lead, you can now configure an option to automatically move agents to a break code you choose when they open their lookup task. This break code is not visible in the agent application as a selectable option and is automatically cancelled when the lookup task ends, without moving the agent to break. This is particularly useful if your agents perform back-office tasks and they should not be disturbed with an inbound task while they are in a lookup task.

4. Change predictive campaign dialing mode to preview. While operating a predictive campaign, you may decide that the campaign is not very efficient due to low agent count, or it already achieved its purpose, in which case, from the predictive settings, you may switch the campaign back to preview, without having to create another campaign. You can switch back to predictive at any time, but records already in progress are not affected by the change.
5. In some cases, the default music for customers waiting in the queue to be connected to an agent when using predictive dialing mode is not the best approach. For this, we introduced the option to disable it completely via the predictive settings, in which case, the customer will not hear anything until connected to an agent.

6. We introduced the option to enable queue timeout for predictive campaigns. When enabled, the timeout can be set from 0 seconds (a single attempt is made to connect the customer with an agent before abandoning the call) to 60 minutes. Customer calls terminated by a queue timeout will be considered a nuisance, the record state will become postponed and their dialing mode will be switched to preview.

Improvements and adjustments​

1. Fixed an issue where a predictive campaign record was being set to Rescheduled instead of Postponed when the call was flagged as a nuisance call.
2. Fixed an issue where the Language profile creation modal was not scrollable on small screens.
3. Fixed an issue where the CSV export for historical conversation reports was missing some fields.
4. Fixed an issue where announcements could not be stopped if there was a transfer happening while the announcement was playing.
5. Fixed a rare issue where an agent could receive two calls at once.
6. Further resilience improvements for outbound calls.

This release brings bug fixes and improvements to voice stability.

Change log​

New functionality​

1. Earlier this year we introduced support for agent-side greetings and announcements with limited scope. In this release we are extending the scope by enabling these agent-side announcements for outbound calls as well, including ad hoc outbound calls, campaign calls (all types). Greetings and announcements are not supported for translated calls, consults and conferences.

2. We've added sentEmailCount to the OData feed, allowing Power BI developers to create reports showcasing the number of emails sent by an agent per a given time period.

Improvements and adjustments​

1. Further stability improvements for voice announcements.
2. Fixed an issue where the supervisor could not speak to the customer if the agent the supervisor was monitoring was on mute. This issue occurred only in specific circumstances.
3. Fixed a validation issue where invalid email addresses could be saved for customer records by the agents.
4. Further resilience improvements for business hours handling.

This release brings message status indicators for webchat, new campaign functionalities and additional agent management tools.

Change log​

New functionality​

1. We introduced the Read receipts functionality for webchat conversations. This allows the agent and the customer engaged in a conversation to see if their message has been sent, delivered, and read by the other party. Please note that this functionality is not available for other digital channels, such as Instagram, WhatsApp, or Facebook Messenger.

2. We introduced the option to Pause new campaign record processing to campaigns. This allows campaign administrators to ensure rescheduled records are processed and agents can meet their commitments to customers. When this feature is enabled, newly added or postponed records are not processed; only rescheduled records are handled.

3. A second campaign management tool we introduced in this release is the option to Suspend campaign records. Suspending a campaign record prevents it from being processed until unsuspended, allowing team leads to temporarily restrict records from being handled. This operation is available per record through campaign actions as well as in bulk through the selection mode.

4. The option to suspend campaign records is also available through the public API: you can suspend and unsuspend campaign records by their IDs, up to 100 per request.

5. BI developers need to track consultative call attempts accurately. We've simplified this by introducing a relationship ID in the OData calls table, allowing them to link consultative call attempts to their originating calls.
6. Agents may sometimes inadvertently cause issues with customer records. We introduced two controls for administrators to restrict access to certain functionalities. Administrators can now prevent agents from creating or editing customer records, helping keep customer data accurate. This is fully optional and configured per tenant.

Improvements and adjustments​

1. We've improved how campaign filters work. Previously, users could select only one campaign record state as a filter, but with the introduction of campaign record suspension and its associated filter, this became unnecessarily complicated. We've enhanced the user experience by transforming the status filter into a multi-select dropdown grouped by active and completed states. You can now apply multiple status filters combined with other filters, making it easier to find the records you need.
2. Emails received by the system are now marked as read. Previously, if the administrator checked the mailbox configured as an inbound email channel, emails processed by the system were not marked as read. Administrators had to check each email individually to verify processing. Emails processed by the system are now automatically marked as read in the mailbox.
3. We modified workflow-controlled campaigns to prevent system spam from very short calls. The maximum parallel call count is now guaranteed for calls longer than 30 seconds. For shorter calls, the system will not initiate new calls until the 30-second mark is reached.
4. Additional redundancy for voice services, rolled out gradually.
5. Fixed an issue where replying to a transferred email kept the original channel email address as the sender.
6. Fixed an issue where email conversations could be stuck without history updates or failed routing in situations involving faulty conversational bot configuration and handling.
7. Fixed an issue where a tenant having multiple Entra IDs configured could not create new channels under specific circumstances.
8. Fixed an issue where cloning a workflow did not clone its containers as well.
9. Fixed an issue where logout durations happening over the weekend were not tracked correctly.
10. Fixed an issue where unquoted display names resulted in the email address not being parsed correctly when pasting them into the email to field.
11. Fixed an issue where the agent workspace ID was missing from the OData feed for calls initiated through the public API.
12. Fixed an issue where a call freshly associated with a new contact record was not shown in the activity history.
13. Fixed an issue where the recording was not available for calls initiated through the public API.