September 2025

AI Quality Management scoring

We are introducing the possibility of having VCC AI score all of your calls based on their transcripts. Using Quality Management assessment categories, VCC AI will automatically populate scores, descriptions, and recommendations for calls where transcription was enabled, available in 50+ languages. With this functionality, you can now see how your agents are performing across all calls and whether there is an interaction where you should take further action.

Chat queue priorities

Previously, you had no option to prioritize between chat channels or queues; therefore, all chat messages had the same priority.
With our latest release, you can now set different priorities for different queues. When applied, chats in the queue with the highest priority will be distributed to agents first, similarly to how calls are handled. This way, you can easily prioritize VIP customers or priority leads.

Ticket automatic deadline calculation

We have enhanced how the deadline calculation for tickets works. When defining ticket types, you can now select the deadline to be automatically adjusted if a new email arrives for that ticket, so agents don’t need to manually adjust it anymore. This way, ticket deadlines will always be up-to-date.

Other new features released

• Quality Management assessments can now be downloaded via API, learn more about it here
• The Ticket List now includes the call and chat count that is related to the given ticket. Supervisors can easily see how many interactions relate to each ticket.
• The agent phone number defined in the Users menu can now be used in Email templates
• If an account name includes a ‘_’ sign (e.g. account_name), then now you can use ‘-’ sign in the API for these accounts (account-name) as well, and the API will return the same results.
• In Email settings, you can now define whether autoreply should include CC or not.
• In Chat workflows, URLs can now be displayed and opened by customers and agents
  • It can be customized whether the URL opens in a new tab for a customer or not
  • If an agent opens it, then it always opens in a new tab
  • The URL can also be opened by pressing a button
• VCC Live 360 now supports the following features:
  • Email spam list
  • Filtering dispositions on the script based on page settings
  • Adding new records in PPD projects
  • Embedded browsers in the project (in the Desktop app)
  • Setup interface for keyword tags

Other updates and bug fixes

• VCC Dashboard didn’t display certain values on some accounts
• Certain emails with attachments ended up in a failed status
• In VCC Live for HubSpot, multiple records were created in the project for the same phone number if the phone number included a + sign
• In certain cases, when a project was cloned, ticket statuses didn’t appear for agents
• Parameters didn’t appear properly in the User activity log, even if the user had access to it.