Release Notes - October 2023

New features

AI add-on update

Accounts selected for beta that own Spanish or French lines will see AI-powered insights for their recorded calls. AI summarization, key topics extraction, and talk-to-listen ratio stats will be conducted and presented in the Conversation Page for Spanish and French.

More information: Discover Aircall AI

Outbound Activity+ Analytics Dashboard

Available for all users.

More information: Analytics+: Outbound+ Dashboard

Improvements

Analytics - New drill down fields on unanswered calls dashboard

Now charts of the unanswered calls dashboards will have drill down options, with the exception of Unanswered inbound calls without a subsequent call.

More information: Analytics

Fixed bugs

Analytics - Time to answer improvement

Time to answer should have a value equal to Waiting time - Time IVR, which was not always the case. This has been fixed.

 

New features

HubSpot - Mapping call outcomes using tags

Users now have the possibility to set custom rules and dynamically map Aircall Tags to HubSpot call outcomes.

More information: Configuring the HubSpot Integration - Custom Outcome Mapping

View agent's tags & notes in Conversation Page

By providing relevant Tags and Notes that were filled by the Agent as part of analyzing the recording, this feature will enable Supervisors to quickly and easily identify areas for improvement, and provide more targeted coaching and support to Agents.

More information: How to use the Aircall Conversation Center

 

New features

Outbound Activity+ Analytics Dashboard (Beta)

Available for Analytics+ customers only, this new dashboard is designed to give leaders the information they need to enhance their performance in outbound calls, to maintain a data-backed outbound strategy, and thus to maximize the creation and conversion of opportunities.

More information: Analytics+: Outbound+ Dashboard

Ring to via API (Smartflow)

Currently available on an on demand basis.

Ring to (via API) allows Admins to route calls based on external customer data stored in CRMs, help desks, and 3rd party systems. In short: Ring to (via API) brings smart routing directly to Smartflows. Ring to (via API) allows Admins to set up more flexible, advanced call routing to address a number of popular use cases without the need of an intermediary connector tool between Aircall and CRMs.

Improvements

Slack V2

Aircall has released a new version of our Slack integration. While features have remained the same, the installation process has slightly changed.

More information: How To Configure Your Slack Integration

Help Scout Integration V2

Aircall has released a new version of our Help Scout integration. While features have remained the same, the installation process has slightly changed.

More information: How To Configure Your Help Scout Integration

Dashboard List View

Aircall is changing the way users view information on the dashboard by introducing a new list view for our Users, Teams, and Numbers pages.

 

New features

Aircall AI

The Aircall AI plan is now available. Aircall AI provides access to AI-generated call summaries, key topic detection, and agent-to-customer talk ratio. Once the add-on is purchased, this information will be directly added to the Aircall Asset Page, where you can view recordings and transcripts.

More information: Discover Aircall AI

 

New features

User Activity+ Analytics Dashboard

A new dashboard that will give users the ability to monitor the performance and productivity of their agents. This dashboard will be available for Analytics+ customers, and will be rolling out through the month of October.

More information: Analytics+: User Activity Dashboard

Improvements

Unanswered Calls+ Dashboard

Previously, unanswered calls with the missed reason "Callback Request" were excluded from all the charts apart from the "Unanswered calls by reason" and "Callback requests NOT called back" charts. A fix has been implemented, and now all charts take into account this unanswered call reason.

More information: Unanswered Calls Dashboard