May 2026
AI Quality Management updates
VCC Live AI Quality Management now includes the following new functionalities
- VCC Live AI Quality Management can now be retrospectively triggered again for a call that has a transcript from the CDR Log in VCC Live 360
- Call transcription in VCC Live AI Quality Management can now be set up on a user level as well
- For each transcript, the caller number, speech, and silence time are displayed
- The Quality Management API can be queried by UUID as well. This way, as an example, it is easy to prevent the AI Quality Management from overwriting an assessment already done by a human evaluator during the call.
- Quality Management settings are now available in VCC 360 Admin
Email Address Book
VCC Live has converted the previous Phone Book functionality into a new Address Book. Here, users can now also assign email addresses to frequently used contacts. Agents in VCC 360 see all entries in the Address Book when writing an email, and an existing contact can be easily added to your new emails.
Other new features released
- Previously, there was no easy option to reattempt the download of failed voicefile downloads. We have added new options with which users can download voicefiles that haven’t been previously downloaded.
- In voicefiles you can now define skip-existing. With this command, those voicefiles that have already been downloaded to the destination folder are skipped
- In the .env file, you can define the TRIES parameter (between 1 and 10), which will drive how many times each voicefile is downloaded in case of an error
- Read more about it here
- The OIVR timesheet now supports the addition of Exceptional Closing Hours. This way, it can be easily customized if you don’t want the OIVR to run on specific days or holidays.
- Due to security reasons, the outbound firewall settings have been hardened:
- The maximum number of items cannot be more than 100
- The port range is max 64 ports per row
- Users cannot add /8 ranges anymore
- Timesheets in the IVR have been enhanced for clearer usability:
- You can now create a 0:00 – 24:00 timesheet, which covers an entire day
- If you create a new timesheet, the default is now 0:00 – 24:00 instead of NOW-NOW
- Handling chats during a call is now possible in VCC 360
- A new setting is available in chat settings “Allow chat in call”
- When checked, agents will receive new chats when they are in call-related states (Afterwork, Call, Prework, Hold, etc.)
- Previously, all ‘Waiting for…’ states have been included in Agent Available Status KPIs. We have added an option to display the time spent in these statuses separately under new KPIs, including:
- Waiting for Call
- Waiting for Custom Call
- Waiting for Conference Call
- Available with Waiting for Call
- VCC Live 360 now includes:
- Ticket custom field changes in Activities
- DTMF Panel during call transfers
- Break and custom state limits
- Messages and project change from Real-time monitoring
- Save and recall
- Quality Management for agents
- Displaying customer card in Waiting for Recall state
- Advanced Search during interactions
- Unique customer fields on the Dashboard
Other updates and bug fixes
- When exporting Quality Management statistics in VCC 360 Admin, the export was missing certain parts
- Microphone and speaker settings changed back to system default in some cases in VCC 360
- The notification email for a transcription event match included an incorrect URL
- When sending emails from one project to another, emails were not attached to the right ticket
- In some unique cases, the CDR Log included incorrect timestamps
- When using the mass CDR log export, some projects were not included in the export
- CDR Log export performance has been improved
- Certain emails couldn’t be forwarded if they included inline attachments with specific characters
- The first agent was incorrect in the Chat log when the chat was transferred in VCC 360
- The external browser loaded in place of VCC 360 when opened from a label on the script