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16 posts tagged with "Supervisor"

Changes supervisors or team leads see or act on – live monitoring, Realtime Reports and the Wallboard, breaks, campaign record management, agent settings they configure

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April 18, 2026

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.

March 21, 2026

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.

February 28, 2026

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.

February 21, 2026

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.

February 7, 2026

This release adds new configuration and reporting capabilities and resolves key issues across campaigns, agent experience, and data feeds.

Change log​

New functionality​

  1. Added the ability to view task details, recording playback, and script evaluation directly in the Conversation Viewer, including opening the viewer from the conversation list.
  2. Added the ability for supervisors to adjust the agent’s original voice volume during live translation via a volume slider. Agent Workspace call translation supports Chat-only mode and partial customer transcription, subject to tenant and feature availability.
  3. Added advanced ElevenLabs TTS configuration options in AI Administration, enabling admins to fine-tune voice stability, similarity, style, speaker boost, and auto language detection with near-real-time application.
  4. Added a chat-only mode for Graia CCaaS agent translation, allowing supervisors to disable translated audio and agent microphone so agents communicate via text/TTS only.
  5. Added the ability to export filtered conversation data to CSV from the portal, including key metadata, CSAT scores, and conversation links across all result pages.
  6. Added an isRecorded flag to voice conversations in the OData feed, enabling clear reporting on whether calls were recorded regardless of recording source.

Improvements and adjustments​

  1. Fixed an issue where campaign duplicate detection set to the tenant level did not automatically cancel duplicate callbacks, causing them to reach agents despite customer-connect deletion being enabled.
  2. Fixed an issue where workflow campaigns could exceed the configured maximum number of parallel calls, causing multiple numbers to be dialed simultaneously despite the set limit.
  3. Fixed an issue where agents could not accept incoming calls after changing the Agent UI language, causing the answer button to stop functioning.
  4. Fixed an issue where waiting and connected call metrics were not updating correctly in the raw data feed, causing discrepancies with the real-time values shown in the Wallboard portal.
  5. Fixed an issue where some voice conversations ended with an unclear reason and a missing channel identifier.
  6. Fixed an issue where the AI Enhancement 'Expand' feature could change the agent’s original intent instead of preserving the meaning of the drafted text.