What’s New

• Who doesn’t love a bit of order? You can now manage opening hours for everything from answer groups to IVRs – all in one place. No more clicking around in different menus!
  Edit directly in the new table view (yes, really!), create schedules, and link them to any answer groups – with no double work. New answer groups and IVRs will automatically get this new schedule, and existing ones can be migrated with a touch of automagic.
  
  Note: Your regular opening hours, such as Mon–Fri 08:00–17:00, will carry over during the migration. However, date-specific exceptions – like closed on June 23 from 08:00–17:00 – must be re-entered manually. The migration is easy to start, either for a single answer group or multiple at once.

• No more guessing what the call was about. Conversation Intelligence now automatically tags calls based on content – and alerts you when certain tags appear, such as Dissatisfied Customer.
  
  You can now tag calls with predefined tags – visible in the call log, the answer group graph, and flow maps.

• We all have numbers we prefer to answer – and others we’d rather avoid. Users can now mark VIP numbers (hello boss) or block less popular callers (hello telemarketers). Want to be fully available to colleagues? You can choose to always allow internal calls.

• You can now control which answer group gets priority when an agent becomes available – perfect when multiple groups are ringing at once. With prioritization, important calls, like those from a VIP group, always get to go first. The right call to the right agent, in the right order!

Beta

N/A

Fixes & Changes

• • You can now connect mobile subscriptions to landline numbers even if they are with a different carrier.
• • You can now choose to open the view in fullscreen – if you prefer.
• • The agenda view now correctly displays all 31 days in March.
• • You can now add licenses without needing to link them directly.
  • We've switched to a new speech-to-text engine that delivers better transcriptions – even when multiple languages are spoken in the same call.
  • Summaries and rewrites now use a newer, smarter model.
  • Longer calls now get longer summaries – more content without losing the essentials.