Coming soon
SHINY NEW THINGS
In the sections below, you can find all Conversations improvements and new features we plan to publish for the XANTHIC release on August 30, 2023.
| Whats New? | Learn More |
|---|---|
| Advanced Analytics | Bringing Advanced Analytics to your Call Center. |
| Calls | Migrating the existing call link feature to the CPaaS platform. |
| Supervisor experience | Introducing improved time-based workflows. |
Advanced Analytics
Calls
Advanced Analytics provide supervisors with an overview and insight into their contact center by diving deep into Queues, Channels, Conversations, and Tags agents use for each conversation. With this release, the Calls channel will be improved by enabling you to fully take advantage of the new capabilities by displaying all of the essential channel metrics.
Conversations call link to CPaaS call link migration
With this release, we will start the gradual migration of the existing call link to the CPaaS platform. Improvements will include creating custom sub-domain names, offering you more possibilities to create a personalized experience for your call link users.
The following changes will be visible to the Conversations users:
- Improved UI on the call link page
- A new location for configuring the call link
- List of currently active call links in WebRTC
- Selection of audio devices
- Background noise removal
- Background blurring
- New domain call-link.com with option to add custom subdomain
- Default camera facing mode and call actions option
In addition, it will be possible to use the Call link for the following purposes outside of Conversations:
- Instant Meeting with up to 15 participants
- Call link to a phone number destination
Improved time-based workflows
Workflows will have a better sense of order, and they can affect older conversations too, as long as the triggering update occurred after the workflow was set up.
Regarding bot conversations, we will additionally take into account the time since the conversation was handed over, rather than when the agent was assigned to it. It is important to note that unless specific conditions are met by a conversation, the system will not make another attempt unless the conversation is updated.