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Release center January 2025
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January 2025

Introducing VCC Live 360

VCC Live has introduced a new browser-based Agent interface that will later be expanded with a fully functional Admin interface. To reflect the capabilities of this new tool and our aim to help our customers manage a 360-degree customer view and experience, we have rebranded this solution as VCC Live 360. You have also been notified about GTA-related changes recently. You can find a comparison with VCC Live Desk here.

Run Custom JavaScript code in the IVR

Previously you could not create customized business logic or data transformation in your IVR. We have added a new process in the IVR called ‘Script’, where you can upload a JavaScript code to retrieve and set variables that will be later used in your IVR.
With this feature, you can now create custom data transformation or retrieval from more complex data structures. Read more about it here.

Automatic Daily Export of Statistics on User-level

In Mass Export users already had the possibility to export User-based statistics (with selected column presets) for the selected projects. But so far, such data could be only exported by projects in separate files.
We have added the possibility to export such data with User dimension as well. In Mass Export, after selecting projects, select Type = Statistics and Dimension = User. If you use this option, the export will be sent in a single file, where the rows will correspond to the results of each user. If you set up an automated email with such settings, then you can receive daily user statistics in email as well.

Extended Possibility to Filter Tickets

Agents now can filter tickets in the ticket list based on various criteria, including Ticket type, assigned agent, project, and the queue of the first email that was attached to the ticket. If your agents are handling various emails then this can be a significant improvement for your operation.

Other new features released

  • When your agents handle conversations on WhatsApp Business, the customer’s name and phone number are now displayed.
  • In VCC Live for Salesforce and VCC Live for HubSpot, agents can now transfer calls to phone numbers in the phone book
  • In VCC Live for Salesforce and VCC Live for HubSpo,t agents can now select a secondary speaker to which a ringing sound for calls will be played
  • Passwords in system-generated password reset emails are now only valid for 24 hours
  • VCC Live Desk is now available in Croatian language

Other bugfixes fixed this month

  • A user’s email address couldn’t be saved if the email address started with capital letters
  • Dashboard filters previously ignored data that included underscores (_)
  • Project-independent CDR Search previously required access to Global Settings incorrectly
  • An error message is now displayed if the imported file exceeds the limit (32 MB)
  • In VCC Live for Salesforce in some cases, the login screen was displayed to agents while on Afterwork
  • Error messages that appeared for agents have been fixed in case the message arrived from WhatsApp Business or Facebook Messenger, the agent went on break and the customer wrote again
  • Messagebird settings are not copied anymore if a project is cloned
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