June 2026
Chat AI Quality Management
The AI Quality Management module has been expanded to cover chats as well. Automate your quality processes and let VCC AI analyze chat conversations. Select quality categories to apply to chats and create prompts the AI will use during the evaluation. Measure agent performance across all of your chat projects in one place.
New Global Inbound Statistics
Global inbound statistics in VCC Live and VCC 360 have been upgraded, and it is available in parallel with the previous statistics module. The new inbound statistics include:
- Statistical breakdown for 15-minute windows
- New design comparable to User-based statistics
- Column preset functionality with all custom inbound KPIs
Other new features released
- AI transcripts can now be downloaded as PDFs
- Chat webhooks now include previously missing information, such as transfer count, first response time, and average response time
- In voicefile names, previously all space characters were replaced with underscores. We have now added an option with which users can decide to keep space characters as they are.
- In VCC 360 Admin, the Event log now includes an export functionality
- VCC Live 360 now includes:
- Minimized view for the call panel
- Displaying network information for Admins
- Magic search with Partial results
- Agent DTMF sending and receiving
- Selecting different contacts during Save & Recall
- Inbound call card automatic popup
Other updates and bug fixes
- Mass export report was empty if the report was created by a VCC user
- When answering an inbound email where the sender had a comma in the name caused an error
- In Agent-queue assignment, users cannot assign users to chat or email queues if the users cannot handle such interactions
- During mass export, multiple files were generated even though users selected to export into a single file