22-April-2024
Feature Area |
Description |
More Information |
Log Call Summary and Key Topics in HubSpot |
For users leveraging the AI Add-On and HubSpot Integration, when a call summary and key topics are generated for a conversation, that information will be logged in the HubSpot call engagement, allowing users to see call summaries and key topics in HubSpot call records. |
How Does the HubSpot Integration Work? |
15-April-2024
Feature Area |
Description |
More Information |
Turn Servers in data centers in South Africa, Middle East and Texas (US) |
We have recently released TURN servers in data centers located in South Africa, the Middle East, and Texas (US). These now show in the Roaming dropdown in Settings->Preferences->Quality |
Setting Up Connection Roaming |
8-April-2024
Feature Area |
Description |
More Information |
Aircall AI - Search |
Customers who sign up for Aircall AI now gain access to the Search feature within the Conversation Center. Upon activation, users can utilize the search functionality to search across all their recorded calls. a) Keyword Search: Users can input keywords or phrases into the search bar to initiate a search across all calls that have transcription enabled and generated for their calls. The search results will be returned from the most to the least recent. b) Advanced Filtering: Users are able to refine their search results by applying filters such as date range, call type, participant names, and by participants who said the word or phrase (agent VS customer). |
Conversation Center - Text Search Feature |
Android - Document scanner for MMS |
This feature (only for Android) gives users the capability to scan documents with their device’s camera within the app and send it as a PDF file to the recipient. |
Android Application - Document Scanner |
Analytics - Deleted numbers in the numbers filter |
When filtering by Number, now deleted numbers will display as 'Deleted', and are provided only at the end of any list of numbers displayed. |
Applying filters (other dashboards) |
2-April-2024
Feature Area |
Description |
More Information |
Analytics - Breakdown per IVR Branch |
Breakdown by IVR option on Inbound, Inbound+, Monitoring+ What's changing? We recently added the ability to filter by IVR Branch (i.e. the menu option chosen e.g. 'Key 2: Sales Team') to all analytics dashboards except Outbound, Outbound+, Monitoring+ and Analytics), allowing users to deep dive into inbound activity per IVR option. We are now completing this project by breaking down data by IVR Branch within the Inbound, Inbound+ and Monitoring+ dashboards. |
Analytics: Terms - IVR Branch |
Analytics - New filters |
What's changing? We’re improving the filtering experience on Analytics, beginning with making the date and timezone filters easier to use. |
New filters |
User Activity+ - "Ringing attempts picked up / Not picked up" |
What's changing? In order to minimize the number of missed calls, Sales and Support leaders need to be able to track whether their users are picking up the phone or not. Previously, users were able to track this via the Analytics+ and Monitoring+ dashboards, but not in the newer dashboards released on Analytics+. Following recent improvements to these metrics, we are now providing these in a new table in the User Activity+ dashboard. |
Analytics+: User Activity+ Dashboard |
Monitoring+ page - Data breakdown default value changed from Hourly to Daily |
In order to improve the response time of Analytics, the default value of the filter "Date Breakdown is now set to "Daily" instead of "Hourly" |
N/A |