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Release center February 2025
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February 2025

Possibility to delete tickets or emails

Previously, emails and tickets could only be deleted after a certain period of time. We have added a new feature so that users can delete emails and tickets individually or in bulk mode.

  • In the Ticket List and Email log, users can select 1 or more tickets or emails and delete them.
  • Deletion is only possible if the user has the necessary rights
  • If a ticket is deleted, then all related emails and chats are deleted as well
  • If a ticket or an email is currently being edited, then it is not deleted
  • Each deletion is logged in the User Activity Log
  • Statistics won’t change after deletion

Netlife Robotics Voice Assistant integration

We have added a new Voicebot integration to our capabilities. In Inbound and Outbound IVRs, VCC can now connect to Netlife’s voicebot to perform various tasks.

With Netlife you can use the bot to fill custom forms with the clients, collect data, or answer generic Customer service questions. It can also integrate with CRM platforms or central governmental databases.

Reach out to us to know more about this integration. The integration is primarily aimed at Hungarian-speaking customers, but it can be tested with other languages as well.

Other new features released

  • User-based statistics and the Dashboard now include 3 new KPIs, where you can now see all your call numbers in your projects, not just the ones that reached an agent:
    • Total Outbound Call Attempts
    • Total Inbound Call Attempts
    • Total Call Attempts
  • VCC Live for Salesforce and VCC Live for HubSpot now support automatic call answering in Inbound settings
  • The system is now able to process inbound emails with attachments up to 50 MB
  • If an SMS template includes a variable that is not populated in the system, then the SMS message can now be sent across all providers
  • SMS Template editor now allows you to enter SMS messages that could be 8 messages long. It applies to both GSM and UTF8 messages
  • Suppose record and ticket creation for emails is set to ‘System’ (Automatic). In that case, the Ticket type will not be populated by default and the record’s variables can be also used if an email template was also set up as the first response.
  • Notification about failed webhooks is now first sent after 1,000 failures (instead of 10,000 previously)
  • In the User activity log, Call recording download and Call recording play to appear now as separate events
  • There is a new user right introduced for accessing Quality Management evaluations. Without this, users cannot open these evaluations from the CDR log and Record event history
  • Chat sessions now display the timestamp for messages by every minute (previously such timestamps were only displayed after a longer period)

Other bugfixes fixed this month

  • Certain calls were not initiated if prefix-based caller ID selection was turned on without defined prefixes
  • If different agents set a disposition to a record with a field including commissions, then negative commission appeared incorrectly in the User-based statistics by the first agent who set the disposition
  • If a user’s email address changes, then the email validation process has to be performed again
  • In some cases, multiple records received dropped disposition when using the Inherited dialer
  • In case there are failed calls in a dialer project (e.g. due to an invalid number), the dialer now takes a longer break 
  • The export of the chat log was missing Start URL and End URL values
  • Voice file tags now appear correctly even if there is a transferred call
  • Certain records had no disposition when the modify record or modify contact API was used before
  • Automatic record closing didn’t close all the records on the relevant date
  • Certain external extensions were incorrectly blocked as spam
  • An error occurred when customers used different Dialogflow CX agents during the same call
  • Mass user actions failed in some cases with error
  • If the dialer method was changed in a project from Predictive to Inherited, Inactivating dropped disposition remained turned on
  • Users were not able to search for project IDs that are 5 digits long
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