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Release center October 2025
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October 2025

Display shared callbacks for all agents

In VCC 360, we added an option with which you can now display shared callbacks for all agents on that project if you are using the manual dialer. With this option, agents can now handpick which record to call, and if they initiate a call, the item will disappear from the list of other agents. Shared callbacks with manual dialing can also be displayed in reverse order in VCC 360 from now.

AI Transcription API

You can now use an API to download the AI transcription for calls, where transcription has been enabled. You can read the API documentation here.

Other new features released

  • The list records API can now be used to find records based on the contact’s email address, which can be very useful in, e.g., email workflows. In the fieldname parameter, you can now use contact_email. 
  • The Get Email Log API can now be used with additional request parameters, including email sender, email recipient, and record ID of the email. 
  • In inherited projects, you can now define minimum retry time (s) and inactivate dropped dispositions.
  • The chat log now reflects global and project timezone settings. The timestamps displayed in the log, in the export, and on the chat message screen also reflect the settings.
  • Previously, the minimum character count in the email template body was 125. We have reduced this to 64 (including HTML code). This way, you can create an email body now that only includes a variable.
  • We have added the option to select a Tertiary Robinson list to a project; this way, you can now add three different Robinson lists to a single project.
  • To create new email queues, language selection is not mandatory anymore
  • The Voice Record process in the IVR now includes a second option: STOP. If this is selected, then the voice recording will STOP at that point, and it cannot be restarted later for the call. 
  • The custom KPI editor and the Dashboard include 2 new Inbound KPIs: Answered Calls within 5 minutes, and Answered Calls after 5 minutes
  • In an Email workflow, you can now evaluate how many attachments the inbound email includes
  • VCC Live 360 now supports the following features:
    • Opening and generating an AI summary for tickets before assigning interactions to them
    • Automatic ringing hangup disposition, which is now also supported in VCC Live for Salesforce/HubSpot
    • Agent voice recording management
    • Highlighting unread chat messages in a conversation
    • Transfer email to another project
    • Filter on the Email dashboard

Other updates and bug fixes

  • In the CDR log, sorting by username and user extension resulted in no results being displayed
  • In the Project/Database view, data in the New or Not handled by agent view is consistent with the table above it. It always shows records that are currently callable
  • Creating a ticket from a chat in some cases took a long time; this has now been optimized
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