20 posts tagged with "Campaigns"

This release brings stability improvements, performance improvements, new node options and more!

Change log​

New functionality​

1. Improved the stability of campaign processing under high load.
2. Further resilience improvements for voice services, reducing the chance of stuck calls.
3. Added the option to mark a custom question node as sensitive data. Sensitive data is never stored and, by default, is not made available to other nodes or integrations. You may add a variable resulting from a custom question node as an exception to the voice's custom integration node or the JavaScript node.

4. Added a new voicemail node. This node allows administrators to configure paths where the customer can leave a voicemail, for example, after a CSAT node where the customer left a poor rating. Voicemail playback via the portal will be added in a future release.

5. Added the option to cancel all filtered campaign records, making it easier for campaign administrators to cancel an entire list of records at once. Simply apply your record filters, then click the Cancel all filtered records button.

Improvements and adjustments​

1. Fixed an issue where the outbound dial duration limit was applied per trunk, causing multiple call attempts in some specific scenarios.
2. Fixed an issue that could prevent stuck calls from being cleared.
3. Based on your feedback, we removed the announcement button when no agent announcements are configured.
4. Fixed an issue where greetings and agent announcements would not stream properly if the call was transcribed.
5. Fixed an issue regarding attachment handling for the agent in chat where in some rare cases, the attachment uploading did not work properly.
6. We've made several performance improvements to customer management targeted at users having more than 1000 customer records in a single business unit. Based on our testing, search results should now appear at least 2 times faster. We will continue to monitor the situation.

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 integration possibilities, bug fixes and the agent announcements feature.

Change log​

New functionality​

1. You may now specify multilingual voice conversational bot welcome messages. This feature was previously available for all the voice workflow nodes with the addition of the Workflow TTS and multilingual support. It is now added to the conversational bot's welcome message, removing the need to create a separate announcement to be able to handle multiple languages for the same message.

2. You may now categorize calls based on the live transcript instead of the recording transcript. This is particularly useful when post-call recordings are not available due to corporate policies or licensing restrictions, allowing categorization to happen based on the live transcript generated by a conversational bot, call translation or call transcription.

3. We renamed the Conversational API tools to Bot tools and added JavaScript support as a bot tool. Previously, integrators were able to configure an API integration for conversational bots to use. Now they can select between API and JavaScript, JavaScript allowing integrators to write their integration directly into the portal without needing to create, deploy and maintain a dedicated middleware.

4. We now allow integrators to request access for the external webpages they choose to use as task addons in the Agent workspace.

5. We added the option for team leads to configure automatic greetings when the agent answers an inbound call. The greeting will be automatically played, saving the agent the effort to read a greeting, or disclaimer, word by word.
6. We added the option for team leads to also configure on-demand announcements the agents can use based on the Agent Workspace the queue is using for an inbound call. These act similar to canned responses for chat or email templates for emails, allowing the agents to simply click an announcement instead of reading it themselves from a script. The agent can stop the announcement at any time.

7. We published a new public API to initiate and drop calls on behalf of an agent. Read more about it on our developers' website.

Improvements and adjustments​

1. Fixed an issue where the administration portal showed incorrect error messages when browsing through the campaign listing interface.
2. Fixed an issue where the customer identifier could display incorrectly in some cases.
3. Fixed an issue where the JavaScript node incorrectly chose a successful path when the code itself had a syntax error.
4. Fixed an issue where the Conversation API from our developer website could not be tried out on the website.
5. Fixed an issue where the browser would erroneously show a Leave popup warning when downloading an attachment over chat.
6. Fixed an issue that caused an incorrect tab to be activated when the agent refreshed the agent application.
7. Fixed an issue where there was an erroneous validation error on the Bot tools creation page.

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 brings new features for conversational bots and Wallboard V3, along with fixes to improve call handling, campaigns, and portal stability.

Change log​

New functionality​

1. Added call translation support for ad hoc outbound calls, allowing agents to communicate with customers in different languages.
2. Added data collection capabilities for conversational bots, enabling configurable variable capture at exit points with validation and retry handling.
3. Added a 'fresh start' option for conversational bots, allowing them to ignore previous history and handle each interaction as a new conversation.
4. Added agent-level KPIs to the Wallboard V3 Now view, providing real-time insights into status, activity, and call handling performance.
5. Added average queue wait time for today’s queues in the Wallboard V3 Now view, enabling better monitoring of queue performance.
6. Added queue timeout count KPI for today’s queues in the Wallboard V3 Now view, enabling tracking of conversations that overflow due to timeouts.

Improvements and adjustments​

1. Fixed an issue where outbound calls that were not connected still showed talk time in the portal task history report.
2. Fixed an issue where agents could get stuck in a call that never reached them, preventing proper call handling and release.
3. Fixed an issue where some outbound conversations could get stuck.
4. Fixed an issue where predictive campaigns did not include the configured X-Tenant-Id header when enabled.
5. Fixed an issue where the widget URL was not visible in the portal, preventing webchat testing from the interface.
6. Fixed an issue where the syntax for external URLs in the documentation was incorrect.