Release center July 2025

July 2025

Customizable Ticket Status

Previously, VCC only supported a fixed set of Ticket statuses, but with our latest release, Ticket statuses are now fully customizable

You can create substatuses under Open, Park, and Closed statuses
You can also rename existing system statuses
The new statuses can be used by agents, in the Supervisor Ticket List and in Ticket automations

Previously, reports generated with Mass Export (Records, CDRs, Stats, or Payment statistics) could only be exported overnight at 1 AM.

We have now added an option that allows you to parameterize the export schedule.

You can select from predefined periods like:
- last month
- last 30 days
- last weeks
- last 7 days
- yesterday
You can set custom export times in CRON format:
You can also select to include data in the report since the last export. Combined with CRON format, you can cover custom periods this way.

When a record receives a discard disposition, the disposition note now includes the last disposition as well, like: “predictive, Last Disposition: Busy (3)”. The note includes the name of the disposition and the ID that was set before moving to Discard.
The CDR Log now includes a new field, Total Waiting Time, which combines Time Before Queue and Queue Time. In Extended Search, users can also search by minimum Total Waiting Time.
The default password policy has been updated across password profiles
The Email Log API response has been expanded with additional fields.
The audio player will now display system tags when the call recording was switched on or off by the agent manually or in the script
VCC Live 360 now fully supports
Selecting the sender for emails
User-based statistics for agents
Search among emails
Searching among email templates
The system has been changed in a way that:
If the record was previously reached (talk time exceeds 0), then Discard disposition is used when the limit is reached (instead of Discard – wrong number)
If VCC receives ‘invalid_number_format’ or ‘number_changed’ hangup codes for a call, then the system sets a disposition of ‘discard (wrong number)’ instead of ‘temporarily not available’
- 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

Agents were moved to technical status in some cases when setting Robinson disposition to the previous call
In the Mass Export, column order was incorrect if multiple reports were sent in a single file
Filtering for certain dates in the user state log didn’t return any results in certain timezones
Calls in IVR do not drop anymore if the transfer process fails to a number that is turned off
Calculated System KPIs were previously not returned in the User-based stat API response