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Release Notes - July 2024

22-July-2024

Feature Area

Description

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Analytics - drill down into unanswered calls with no subsequent calls On the Unanswered Calls+ dashboard, Aircall has added drill down functionality to the metric ‘calls without a subsequent call’. This enables admins to see a list of all inbound calls that were unanswered, and that did not have a subsequent call with the caller. Analytics+ Unanswered Calls+ Dashboard
Teams filter in Outbound, Outbound+, User Activity, User Activity+ and User Status History+ dashboards Following the recent changes to the Teams filter to Analytics+ and Call History, Aircall is rolling out the same changes to the Outbound, Outbound+, User Activity, User Activity+, and User Status History+ dashboards.

Outbound Dashboard

Analytics+: Outbound+ Dashboard

User Activity Dashboard

Analytics+: User Activity+ Dashboard

Analytics+: User Status History+ Dashboard

15-July-2024

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User Webhook Events Improvement - New Attribute Substatus Added Users can now use the user.closed event to get the exact substatus or unavailability reason for a user/agent. Please note if a user sets a substatus then it will result in two user.closed events being generated. The 1st one will availability_status = unavailable and substaus = always_closed whereas in 2nd event the substatus will be set to the option chosen by user/agent on Phone App.

Developer Page - User

Developer Page - user.closed

Developer Page - Changelog
Analytics - drill down into not picked up calls In the Ringing attempts table in the User Activity+ dashboard, admins can now drill down into the three metrics: ringing attempts, picked up, and not picked up. This enables admins to see a list of all calls that were not picked up (etc.) by a single user and the reason why, as well as further details such as the call timeline.

Analytics+: Drill down fields - User events

8-July-2024

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Integration with HubSpot Help Desk Aircall now allows users leveraging the HubSpot integration to enable Aircall as a calling channel in their HubSpot Help Desk. It will allow users to choose which numbers from Aircall should create tickets in HubSpot Help Desk and let them start a call directly from a ticket thread. Integrate Aircall with HubSpot Help Desk (Beta)
Voicemail Drop for mobile Voicemail Drop is now available on the Aircall Professional plan for iOS and Android apps. How to use Voicemail Drop
Total talk time in Monitoring+ in case of external transfers

Aircall is continuing to improve our customers' filtering experience on analytics, with updated changes to the Teams filter on Analytics+ and Call History.

Previously, the Teams filter on Analytics+ and Call History only filtered by inbound calls routed to the selected team, despite most users wanting it to filter by all calls and activities by members of that team. We’ve addressed this by:

  • Renaming the Teams filter to Call Routed to Team, displaying all inbound calls routed to that team
  • Introducing a new filter called Users Belonging to Team, which filters by all calls and events by users in the selected team at the time of the call/event
 Applying filters (other dashboards)

1-July-2024

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Improvement in Webhook Integration and Update Webhook API

Aircall has improved the Webhook Integration, as well as Update Webhook API. Below are the changes done:

  • Webhook Integration- Users can now update the Webhook Integration Name and URL without impacting the selection of events. Earlier if customers has subscribed to few events, on updating the name or url the system used to change the subscription to default value i.e. all events were getting subscribed and customers had to again change the selection to ones required. This will no longer happen and selected events won’t change on updating the Name and URL of Webhook Integration.
  • Update Webhook API - Earlier it wasn’t possible to add or remove an event to a Webhook without specifying the names of existing events subscribed. The API has been updated to allow customers/partners to update a Webhook integration by adding or removing specific events via the query param. Earlier customer had to specify all event names including existing subscribed event names when they wanted to add or remove an event. It won’t be required any longer, customers can use query param to add or remove specific event (s) from Webhook now. The API documentation has been updated to reflect the changes as well as change log has been updated

Update a Webhook

Changelog
Zendesk Integration - Additional Call Objects

Aircall has released additional “Call Objects” for the Zendesk integration as part of the "Ticket View" settings. Below is the List of the additional Call Objects:

  • dnis call_type
  • ivr_time_spent
  • call_disposition
  • transcript
  • external_id

Users who have the Zendesk integration installed will be able to view the additional call objects in the “Ticket view” drop down and can select the required additional call objects that they want to log in to Zendesk. Once selected, Aircall will log these new call objected in Zendesk Tickets.

How to Configure your Zendesk Integration

Recent Updates to the Zendesk Integration
Voicemail drop Voicemail drop setup is now available in the Agent's settings. Once at least one message is pre-recorded, agents can submit it to the customer's voicemail after the beep during standard outbound or power-dialer calls. How to use Voicemail Drop

 

Jordan W.

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