April 2026

Callback report

VCC Live 360 Admin includes a new Callback report. You can now check in one place the status of all callbacks in all of your projects and whether the customers were called back in time or not. Read more about it here.

• The report includes all callback dispositions from all projects on the account
• The table shows when the next call occurred for these callbacks, including the first successful and
• unsuccessful calls
• It is possible to filter for dates, projects, phone numbers, agents, and record ID
• The report can be accessed when the Admin has the right to it
• Data is available from the last 3 months already

Unique field

Previously, it wasn’t possible to make a field unique apart from the phone fields. We have now extended the field handling in VCC Live so that you can mark 1 field per project as unique. When marked as unique, you cannot import a value to a record that already exists on another record.

• This functionality works for both file-based import and APIs
• During file-based import, you can select to enforce uniqueness or not
• The unique field can still be empty
• Uniqueness is also checked within a single import file
• Uniqueness is currently not checked for already existing records or for agent activities

Other new features released

• The number of record fields that can be included in the CDR Log has been increased from 50 to 100.
• In the list of API keys, it is now displayed when it was last used
• An email’s attachment can now be downloaded as a string via API. See the documentation here.
• VCC Live 360 now includes:
  • Automatic refreshing of the Email list on the Dashboard
  • Teams menu in VCC 360 Admin
  • Setting disposition in Ringing state
  • Display of the Ticket Number
  • Displaying emails in PPD projects
  • Agent Relogin

Other updates and bug fixes

• If the agent set a disposition for a callback during the call, then the agent was incorrectly moved to afterwork
• In some cases, users received an error when opening certain emails
• Disposition was not displayed in QM statistics when QM evaluation was generated by VCC AI Quality Management
• When a QM evaluation is opened from the VCC 360 Admin QM statistics, the transcript is not displayed
• In some cases, when the agent reached the afterwork hard limit in VCC 360, the agent didn’t get to Available state as set up
• When creating a new customer record in VCC 360, an error was shown when the phone or email fields included a space or the name was longer than 64 characters
• In the VCC 360 Admin chat log, attachments can now be downloaded
• Customers didn’t receive chat replies when the chat was used on an iPhone, and the customer went offline