30-October-2023
Feature Area |
Description |
More Information |
|---|---|---|
| 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 be presented in the Conversation Page, for Spanish and French. | Discover Aircall AI |
| Outbound Activity+ Analytics Dashboard | Available for all users | Analytics+: Outbound+ Dashboard |
| 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 | Analytics Dashboards |
| 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. | N/A |
23-October-2023
Feature Area |
Description |
More Information |
|---|---|---|
| HubSpot - Mapping call outcomes using tags |
Users now have the possibility to set custom rules and dynamically map Aircall Tags to HubSpot call outcomes. |
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 features will enable Supervisors to quickly and easily identify areas for improvement, and provide more targeted coaching and support to Agents. | How to use the Aircall Conversation Center |
16-October-2023
Feature Area |
Description |
More Information |
|---|---|---|
| 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. | |
| Slack V2 | Aircall has released a new version of our Slack integration. While features have remained the same, the installation process has slightly changed. | |
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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. |
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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. |
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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. |
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05-October-2023
Feature Area |
Description |
More Information |
|---|---|---|
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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. |
Discover Aircall AI |
02-October-2023
Feature Area |
Description |
More Information |
|---|---|---|
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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. |
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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" |