11-December-2023

New features

Conversation & Transcriptions

Our Conversation Center gets a boost with Preview Mode. Users can seamlessly access the audio player and AI features without opening a new tab.

The update benefits all Admin and Supervisor users who can access the Conversation Center, streamlining workflows for a more efficient and enjoyable experience.

More information: How to use the Aircall Conversation Center

Webhooks

A new retry mechanism for failing web hook events. The logic has been modified and simplified.

We have also added a new email notification, which will be sent to customers, if a webhook is auto enabled by Aircall as per the new retry mechanism. This email will work with the existing notification settings for webhooks on the Dashboard as well as the Phone App.

More information: Webhook usage

Integrations - Outreach V2

It's our new version of the Outreach integration. The new version is has exactly the same features as the previous version, but built on our own technology platform.

More information: 

Integrations - Bullhorn V3

It's our new version of the Bullhorn integration built on the Aircall Integration Manager (AIM). The new version is has exactly the same features as the previous version, but built on our own technology platform.

More information: 

Inbound activity + Analytics Dashboard

New dashboard added:

What is this dashboard?

This dashboard allows Support and Inbound Sales leaders to optimize planning and training by monitoring trends in customer communication, as well as how effectively their teams are serving these customers on the phone.

What do I need to know?

This dashboard will be available for Analytics+ customers only.

More information: Analytics+: User Activity+ Dashboard

Improvements

Analytics - Performance improvements

In order to improve performance and loading time, the following changes were made to analytics:

Some tables no longer automatically sorted

Rows of data in the following tables will now be randomly displayed until manual sorting is applied: Inbound dashboard - Inbound metrics per tag, Inbound dashboard - Inbound metrics per number, Outbound dashboard - Outcome of the calls (connected calls > x sec), Outbound dashboard - Productivity.

Please note that users can still manually sort all of these tables by clicking the column by which the user wishes to sort the data.

Improved filters

The following filters no longer require you to manually refresh analytics, but will load instantly: Unanswered Calls+ dashboard - unanswered call reason, Analytics+ - missed reason, Inbound+ dashboard - excluded from SLA, Call History - Call UUID.

 

4-December-2023

New features

Integrations - Freshdesk V2

It's our new version of the Freshdesk integration built on the Aircall Integration Manager (AIM). The new version is has exactly the same features as the previous version, but built on our own technology platform.

More information: How To Configure Your Freshdesk Integration

New Analytics Data Source

This change is aimed at enhancing data quality and freshness, as well as paving the way for faster delivery of new features and enhancements to benefit you.

More information: New Analytics Data Source

Analytics - Enhanced Drill Down

The Analytics+ and Monitoring dashboards now contain, just like our newer Analytics+ dashboards, enhanced drill down views with a more complete set of fields (for example, the CallUUID and all call durations are now included in the drill down view).

More information: Analytics+: Drill down fields

Improvements

Aircall AI - French and Spanish

With this latest update, we have expanded its Aircall's AI capabilities to include French and Spanish. This means that users can now experience the power of our AI technology in their preferred languages, opening up new possibilities for communication and collaboration.

More information: Discover Aircall AI