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Release center February 2026
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February 2026

Custom Ticket Fields

VCC Live 360 now supports the creation of custom fields for tickets, which means that you can customize what additional fields appear for agents. With the new functionality, you can:

  • Customize the list of additional ticket fields displayed for agents
  • Create text and parameter fields
  • Find tickets by custom fields in the global search
  • Build custom logic with Script SDK (e.g., implement conditional mandatoriness when the agent saves the ticket or display a message when the ticket is loaded)

Sticky Agent

Previously, it was difficult to direct an inbound call to the same agent who had previously handled the customer. We have created a new IVR process with which this can now be achieved, called ‘Sticky agent’.

When this process is used, the system will check who handled the last call with the customer, and the system will try to allocate the call to this agent. If the agent is offline, the process will end. If the agent is online, the system will ring the agent until the given timeout. If the agent doesn’t pick up the call within the timeout, the process will end. If the agent is available in the queue, this call will take priority over other calls (this can be parameterized). 

  • In the process, you can select:
  • Time period for search in events
  • The relevant queue
  • Timeout
  • Waiting music
  • Search field

Parent-child tickets

In VCC Live 360, connect your tickets with the new parent-child relationship functionality. If agents need to delegate tasks by creating child tickets for a ticket, this is now possible in VCC Live 360. With this feature, you can:

  • Instantly create a parent or a child ticket from an existing ticket
  • Assign existing tickets of the customer as parent or child
  • Build custom logic with Script SDK based on the presence of a parent or a child (e.g., a field will be only displayed if the ticket is a child)

VCC Live 360 currently supports a single relationship hierarchy for tickets.

Chat Real-time Monitoring

In VCC 360 is is now possible to monitor your chat projects live and identify any issues with the workload in your chat queues. In VCC 360 Admin, the Real-time Monitoring now includes an Inbound chat monitoring section as well

  • On the project-, and queue-level, it includes data about active chats in workflows, in queues within and after SLA, in ongoing state with agent, and in upcoming status for agents. The longest waiting time is also displayed.s.
  • It includes all projects and chat queues where VCC 360 Chat is used

Other new features released

  • In VCC Live 360, you can now customize the Custom call keypad tab to call phone numbers as records. This can be helpful if your agents utilize custom calls to reach out to clients, but you are missing the script and dispositions.
    • This is also supported in VCC Live Mobile, VCC Live for Salesforce, and VCC Live for HubSpot
    • In each project, you can select between the current behaviour (default), treat these calls as records or display both options for agents
    • When treated as a record, agents can use the script and have to set a disposition
  • In Email workflows and via API, you can now find an email by ID and mark a template email’s inReplyTo field
  • In the IVR, the disposition process can now set a disposition in another project as well. Users can select from active projects and from shared callbacks and closed dispositions. The disposition can also include a disposition note. The process creates a new record by default.
    • If a user tries to delete a project that is referenced by such a process, then the user receives an error message.
  • Script JS now includes new ticket events: ticketpage.onLoad and beforeSaveTicket
  • Existing Script JS functions now support ticket custom fields. New variables called vcc.ticketId and vcc.ticketRelations are also introduced
  • Previously, ‘Add user’ and ‘Edit user’ rights didn’t distinguish between agents and supervisors; supervisors could have also created other supervisors unnecessarily. These user rights have now been separated, and you can select:
    • Add Agent user
    • Add Supervisor user
    • Edit Agent user
    • Edit Supervisor user
    • Users who had these rights previously still have access to these new rights.
  • VCC Live 360 now supports the following features:
    • Possibility to log in without a microphone
    • If an Agent opens an email, all other unread emails from the customer open automatically

Other updates and bug fixes

  • If an IVR webhook was saved without a header, the IVR skipped the webhook incorrectly
  • In VCC Live Desk, column presets created by agents in User-based statistics didn’t appear
  • User State API didn’t return a user state when the user was in a custom state
  • On the Dialing list order tab in the Dialer, sometimes the number of records displayed was incorrect
  • In some cases, agents didn’t receive a call while available in the queue
  • The Dashboard didn’t show values on some accounts
  • An agent could receive a chat during a call in VCC 360 
  • In VCC 360, the agent only received 1 chat when returning from a break, even though there were multiple waiting chats
  • In a Predictive dialer project, if a call transfer failed, the agent could have received the same call back
  • If a webhook template is invalid, the template cannot be saved anymore
  • In VCC Live 360 chat, agents couldn’t download file attachments larger than 2 MB fully 
  • If a customer used a larger size for the webchat bubble, then it didn’t appear correctly during initial load
  • In VCC Live 360, on the script, the date selector incorrectly showed an error in some cases
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