November 2024

Automatic ticket creation and auto-response for emails

We have added a new capability for email handling that can speed up your interaction with customers via email. In Email settings when selecting ‘System’, emails will be automatically converted into tickets when they arrive at VCC, therefore agents don’t need to assign them manually. If you have an auto-response template set up in the project, then it will also be sent after ticket creation, therefore you can also reference the ticket’s ID to the customer in the response. The automatic response is now also visible in the ticket’s email thread if this setup is selected.

The logic creates a new ticket every time if the email has no reference to a ticket ID in it. If no customer record is found with the email address, then a new record is created. If a record already exists, then the email is assigned to that record. If multiple records are found, then the email is assigned to the record that was created most recently.

Sending attachments on Webchat

The new browser-based Agent interface is now connected to a redesigned webchat solution that is only compatible with this version of Agent interface. Your customers and agents can now send attachments via this webchat solution as well. Reach out to us to try our new browser-based Agent interface.

Other new features released

• Webchat now can be only embedded if ‘Allowed websites’ is populated with a valid URL in Webchat settings. We have automatically populated it for clients that are already using the webchat
• Email template editor now supports custom code snippets in a similar way as webhook templates
• When using the ‘Buy phone numbers’ menu, phone numbers are now sorted based on their historical usage
• The webchat now includes a dedicated Send button for a better mobile experience
• The user status API now includes the break code as well in case the user is on a break as described here
• In VCC Live for Salesforce you can now pass shortId as a query parameter to your custom Visualforce page at the beginning of a call

Other bugfixes fixed this month

• The correct timezone is now displayed at the top of  CDR log and Project-independent CDR search
• In CDR log the status of call recording in some cases was different on the interface than when it was exported into a file
• In certain cases, the CDR log didn’t include data field values after the disposition
• An error was displayed when a user tried to search for a CDR that had a shortid of 7 characters
• In some cases, an agent didn’t receive a call from an inbound queue even when the agent was available
• A new hint has been added to timesheets detailing the behavior in case overlapping timesheets exist
• Users can now change their email addresses in the system without any additional right
• Confirmation for changing phone numbers on the Outbound Routing and CLI tab didn’t appear
• In some cases, an email could get ‘stuck’ in an email queue even after closing it
• When selecting the Prefix-based Caller ID setting in Outbound settings, the change was not saved by the system
• On the Agent’s email list, the counter incorrectly didn’t count the read emails
• If in Email settings the new record creation is set to automatic, then the system doesn’t assign the email to an existing ticket anymore
• Users cannot be moved to projects they are not part of any more from Real-time monitoring
• When applying an agent template that doesn’t include skills for all queues, it will remove the assignment of the user from those queues where no skill was defined in the template