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Release center June 2025
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June 2025

Transcribe and Analyze calls with AI

In VCC Live, transcribe all of your calls with the help of AI available in more than 50 languages. You can quickly review what was said in a call and jump to the relevant part in the call recording. Define keywords that you want to be notified about when they occur in a transcript and they will be listed in VCC Live instantly next to the call where they occurred. Use the summary of a call to get a quick understanding of what happened in the conversation.

Chat – Topic selection

In VCC Live webchat, you can now create button selection options in the Chat workflow. With these, you can guide your visitors through various routes, offering them questions and options. Read the documentation here.

Other new features released

  • In VCC Live 360, agents can now download all emails individually in .eml format.
  • Built-in Custom KPIs and Real-time KPIs now also include agent time in the new Conference Call-related user states
  • In VCC Live 360, VCC Live for Salesforce, and VCC Live for HubSpot, a new agent right is added with which attended transfer can be disabled for agents (only blind transfer is available)
  • In VCC Live 360, the chat ID can now be displayed on the Agent script or used as a variable
  • The CDR Log API can now return CDRs based on the timezone settings of your account
  • A new agent right is created with which it can be managed whether the agent can turn off 2FA authentication or not
  • Short ID is added to the disposition webhook
  • API IP whitelisting has to be defined now on an API Key. An option has been added to make IP whitelisting not mandatory, in case the integrating system cannot provide fixed IP addresses.
  • The merge record events button is now displayed for new records as well, when an agent tries to merge events based on the selected fields for a newly created record.
  • VCC Live 360 webchat now supports the Albanian language
  • VCC Live 360 now fully supports
    • Displaying script questionnaires
    • Displaying script variables in the script
    • Hiding or conditionally displaying script controllers
    • Automatic message when no agent is available in a queue

Other updates and bug fixes

  • Loading emails after a search had a performance issue
  • The mass export report couldn’t be sent if too many projects were selected
  • The dialer only loads those new records that have a currently callable phone number
  • Agent receives a proper error message if there is no email sending account
  • There are no more error messages displayed when connecting an Azure SMTP account with OAUTH 2.0
  • Mass Export functionality with CDRs sometimes returned an empty file
  • Certain values got stuck in the Real-time monitoring in the Inbound section
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