18 posts tagged with "Integrations & IT"

This release contains further reliability improvements to additional services.

Change log​

Improvements and adjustments​

1. Improved speed and reliability of call recordings.
2. Further resilience improvements for chat.
3. Added an endpoint to be able to download agent-side transcripts.

This release brings voice task history to the Mobile Agent application, gives custom integrations more time to respond, and further improves call reliability.

Change log​

New functionality​

1. Added voice task history to the Mobile Agent application. Agents can now view their past voice tasks directly on their mobile devices, with the option to search by phone number and filter by task result.

Improvements and adjustments​

1. Additional redundancy for agent voice connections.
2. Further resilience improvements for workflows.
3. Fixed an issue where a voice call could cause an agent task to become stuck under specific network conditions.
4. Extended the configurable timeout for custom integrations from 5 minutes to 10 minutes to support longer-running requests.
5. Fixed an issue where the voice bot would unexpectedly switch languages during a conversation due to the user’s speech.

This release brings further improvements to resilience and new supervisor tools.

Change log​

New functionality​

1. Added support for WebRTC and external agent extensions, enabling agents to use a valid configuration for both desktop and mobile agent applications without supervisor intervention. This is now displayed in the administration portal under an agent profile’s user details. You can now specify a phone number, and the WebRTC extension will be displayed alongside it.

2. The chatbot integration API now provides message status notifications. Read more in our developer documentation.
3. Added the option to hide a campaign’s additional CSV fields from agents, allowing campaign administrators to retain valuable data without exposing it to agents.

4. We’ve added the option for supervisors to log out an agent even when the agent is busy with a task. This can be useful when the agent forgets to close a task and leaves, when a task becomes unresponsive due to a system error, or when an agent stays in a lookup task too long. In the administration portal, go to Realtime reports > Teams Reports > Agents, find the agent, click Change state, and select Logout. Once confirmed, the agent will be logged out immediately.

Improvements and adjustments​

1. Fixed an issue where empty completion codes could be set at the channel level.
2. Fixed an issue where a TTS message failed to play when the TTS text was replaced with a much longer version.
3. Fixed an issue where Microsoft Teams users would experience duplicate Teams pop-ups when initiating a call from our CRM widget.
4. Fixed an issue where postponed records in a predictive campaign retained the predictive execution mode instead of falling back to preview.

This release brings further stability improvements.

Change log​

Improvements and adjustments​

1. We've added the Realtime feed / Wallboard API to the developer documentation.
2. Additional redundancy for voice services.
3. Further resilience improvements for conversation handling.
4. Further resilience improvements for reporting.

This release lets agents send an email straight from a voice call or chat, lets administrators unpack workflow containers, and lets integrators bring their own transfer directory.

Change log​

New functionality​

1. Added the option for integrators to bring their own directory, with support for consult and blind transfer. See the developer documentation for more details.
2. Added the option to unpack a container in the workflow editor. Previously, administrators were able to pack multiple nodes into a container for a cleaner workflow appearance. Now, if they change their mind or would like to revert the container, administrators have the option to unpack a container.
3. Omnichannel outbound email is now available. If an agent is in a voice call or chat conversation, they can now initiate an outbound email without having to go through the lookup process, by simply clicking the Send Email button in the customer data. This will open a new email dialog in the same task, asking the agent to perform the necessary operations to initiate that email, such as selecting an agent workspace or an outbound channel if no defaults are set.

Improvements and adjustments​

1. When using workflow containers, if there is an error inside the container, this will now be displayed on the container itself.
2. Fixed an issue where forwarding did not work for some particular email channels.
3. Additional redundancy for voice services.