14 posts tagged with "Workflows"

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 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.

This release lets campaign administrators cancel records after a nuisance call on predictive campaigns and adds an API for managing do-not-call lists.

Change log​

New functionality​

1. We've added a new public API endpoint to programmatically manage the Do Not Call lists. This allows integrators to synchronize their Graia CCaaS list with external systems they have, or with government lists.
2. Nuisance call treatment for predictive campaigns. Previously, nuisance calls were automatically postponed and had their dialing mode switched to preview. With this new configuration, campaign administrators can change the default behavior to cancel the record instead.

Improvements and adjustments​

1. Performance improvements for chat workflows.
2. Fixed an issue where removing an attachment from an email being forwarded also made it unavailable in the conversation history viewer.
3. Fixed a display issue on the administration portal where customer import jobs showed an unknown state.
4. Fixed a display issue where Task History filters for supervisors were displayed incorrectly on some screen sizes.

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.

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.