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Release center August 2026
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August 2026

Inbound statistics change

Global and project-level inbound statistics in VCC Live and VCC 360 have been upgraded, and it is available in parallel with the previous statistics module. VCC Live is retiring the previous Inbound statistics on the 30th of September, 2026.

Internal Chat

We have introduced a redesigned Internal chat in VCC 360 available to both agents and supervisors. On the Admin interface, users can create rooms for their team members, which will be visible to agents as well. The Internal chat functionality now includes a redesigned interface and user experience based on our customers’ feedback.

Fill field with AI

We have added a new option with which certain fields can be automatically populated by AI based on a record’s interaction. In Project -> Database -> Fields, you can now select for a field ‘Fill field with AI’ and then enter an ‘AI prompt’.
When entered, the system will fill the field based on the AI prompt when a transcription is made available for the record (or any other workflow is triggered: chat or email).

Other new features released

  • In the IVR we have added a new process with which a DTMF signal can be sent in the call. The DTMF signal can be parameterized in the process or derived from a variable. This can be useful if you want to make automated inbound and outbound calls where given DTMF signals need to be sent at a given time.
  • In the IVR we have added a new process with which you can define a time interval for which the call will be paused and silenced will be played. The time period can be parameterized in the process or derived from a variable. This can be useful if you want to make automated inbound and outbound calls where silence needs to be played for a given time period.
  • In VCC 360 Admin in QM statistics it is now visible which admin opened it and when. The report can now be expanded with a single button.
  • Ticket deadline calculation can now optionally be calculated from email arrival time
  • VCC Mobile App, VCC Live for Salesforce, and VCC Live for HubSpot now include manual call lists
  • We have created the possibility to duplicate an existing IVR process, which will replicate it with its current settings and keep the original one in place.
  • Calm ringtone can now be selected for outbound manual calls
  • In VCC 360 webchat, users can now upload an avatar for a project, which will be displayed for visitors when agents chat with customers
  • In Phone Book, users can now add Process IDs from the IVR as callable numbers by adding them as ‘*process ID’ (e.g. *1234). The agents can transfer the call to this process from the phone book
  • VCC 360 now supports:
    • Automatic dial from prework
    • Automatic go next on script questionnaire now includes:

Other updates and bug fixes

  • Users couldn’t modify an existing extension when the limit was reached
  • Mass email sending job wasn’t finished if the previous job got stuck
  • Email address was displayed incorrectly in chat messages when it included multiple numbers
  • The project-independent CDR export showed an error when there were too many queues
  • Users couldn’t be anonymized when there were too many inbound templates on an account
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