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Release center May 2025
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May 2025

CDR Mass Export

In Mass Export, you can now select CDRs to be exported automatically. When selecting this option, CDRs from the selected project will be exported manually or automatically overnight in email or to your cloud storage.

  • You can also filter CDRs by disposition
  • You can export into csv or txt. You can also combine the export into a single file
  • Project-dependent custom fields are also added to the export

Connect a Dialogflow CX agent to your chat channels

You can now connect a Dialogflow CX virtual agent to a chat workflow in VCC Live 360. It can handle all your chat interactions or answer common questions before routing a chat to an agent. Your users can see all previous interactions between the customer and the virtual agent, making data collection and solving customer problems much easier.

Expanded Conference Mode

The conference mode feature in VCC Live Desk has been significantly expanded. Agents can now put the customer or the other participant on hold in a conference call or switch to a mode where everybody hears each other. This way, the agent and the other participant in the call can discuss details without the customer hearing any details.
Contact us to try this feature!

Enhanced Omnichannel Experience

Experience our new features that can help you improve your omnichannel presence on digital channels:

  • The Email log now displays what events were received for outbound emails, including whether it was opened, delivered, clicked, bounced, unsubscribed, complained, or dropped. The Email Log API also now includes these values.
  • Ticket ID can now be removed from an email’s subject automatically when agents manage emails via tickets
  • In VCC Live 360, it is now optional to assign a ticket to a chat. With this functionality, you can save plenty of work as your agents don’t need to assign chats to tickets after (e.g. automatically) identifying the customer if you don’t need to.

Other new features released

  • Project-independent CDR Search and User Activity Log is now displayed according to your timezone settings. You can read more about it here
  • The Inbound Statistics API can now be used to retrieve data on an hourly basis. You can read more about it here
  • Database KPIs, including ‘Database Size’, ‘Available to Call’, and ‘Instantly Callable’ can now be displayed on the Dashboard as well. 2 new KPIs are added: “New records – Callable Now” and “New records – Callable Now – 0 attempts”
  • A new filter is available in the Records list, where you can now filter by Dialer Status of the record
  • If in a voice queue, ‘Incoming ringing assignment’ is set to ‘Agent with the longest time of not-handling calls receives the call’ or the same in ‘Global queue behavior’, then the system now checks when the agents finished their last call, and not when they started it.
  • Voice settings within a project now include a Changes button, with which you can see previous changes to these settings
  • Any versions older than VCC Live Archiver 5.0 are not supported anymore and return an error message
  • Your agents can now assign a callback to another agent with the help of this new Script JS SDK function
  • Failed Call Penalty calculation in dialer projects has been refined to restrict the dialer in case of Telco outage
  • VCC Live 360 now fully supports
    • Displaying script questionnaires
    • Displaying script variables in the script
    • Hiding or conditionally displaying script controllers
    • Automatic message when no agent is available in a queue

Other updates and bug fixes

  • Pictures received via WhatsApp Business integration were only displayed for 15 minutes
  • In CDR Log API requests, destination_name parameter returned NULL
  • Calls could get stuck in a queue if a call was hung up exactly when it was allocated to an agent
  • Refreshing of inbound KPIs on the dashboard stopped in some cases
  • Mass export could not be delivered automatically if too many projects are selected
  • In some unique cases, a ticket was reopened automatically even if it was closed by the supervisor
  • In Quality Management statistics, the Active flag is now displayed correctly
  • An agent couldn’t pick up an inbound call when returning from a break
  • In some cases, inbound calls couldn’t be allocated to agents, even though there were available agents
  • With a certain setup, inbound calls from a queue were not moved to the next process, even though it was set up to exit when all agents were busy
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