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Release center September 2026
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September 2026

AI Knowledge Module

VCC Live 360 now includes a new AI Knowledge Module, where you can manage all of your knowledge that will be later used in VCC virtual agents or Agent assistants for emails and chats. In VCC Live 360 Admin, you can now upload documents directly to VCC, which VCC Live will automatically index so that AI models can use it to search when preparing relevant answers for clients. If interested, feel free to contact us.

Other new features released

  • Users can now upload attachments directly to tickets
  • When handling chat messages, the chat doesn’t scroll to the bottom anymore when the customer writes something new. Users can also see the number of unread messages they have in the chat
  • The mobile experience of the webchat has been enhanced
  • Previously, it wasn’t possible to export data automatically to an SFTP server. We have added a new option to our Mass export with which users can now also select an SFTP server. When selected, the data will be automatically exported to that server with the selected frequency.
  • In Web Admin Quality Management statistics, users can now add Quality Categories as a dimension and filter by Category
  • Attachments in chats and emails can be opened directly from VCC 360. Picture attachments in chats are now displayed automatically
  • In VCC 360 agent, each time picker (disposition, ticket deadline) now displays hours in 24-hour format
  • We have added the option to retrieve, via the Ticket List API, which tickets have been modified in a given time period. Users can now use the lastModifiedTime in the dateField parameter, and the response now also includes this date. Read more about it here.
  • It is now possible to pass a variable to an IVR webhook’s Header section.
  • Users can now test outbound IVR calls as well with the Test call functionality. Users don’t need to select an inbound Contact Center number anymore; in which case, the test call will run without it. It is recommended to have a Query data process after the Start label so you can test the desired record.
  • Chat and email interactions can be detached from the customer after customer assignment. The agent can reassign the interaction to another record

Other updates and bug fixes

  • Dashboard KPIs won’t treat empty fields as populated anymore when the record’s fields were updated via API.
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