9 posts tagged with "Translation"

This release brings further resilience improvements to the product.

Change log​

Improvements and adjustments​

1. Improved the reliability of historical reporting data.
2. Further resilience improvements for voice services.
3. Further improvements to call recording reliability.
4. Additional safeguards against stuck calls.
5. Fixed an issue where Live Translation could occasionally experience longer-than-expected delays.
6. Fixed an issue where, under specific circumstances, some users were able to start two voice tasks at the same time, which caused failures.
7. Fixed an issue in our Power BI template where some cards were showing erroneous values under specific circumstances.

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 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.

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.