April 15-19, 2024

New in this release

Digital channels

A new self-serve interface is added to enable the management of digital channels (Omnichannel interactions). The Telegram channel can now be connected by contact center administrators.

Digital channels page

The new Digital channels page enables you to connect, configure, and manage digital channels to your contact center and enable your agents to handle omnichannel interactions.

To access the Digital channels page, from the Voiso navigation bar, navigate to Administration > Digital channels.

Telegram

After you set up your Telegram account, use the Digital channels page to connect your account to your contact center.

Flow builder

The Flow builder now supports the use of custom-defined variables within interaction flows. This functionality replaces the previous variable management system where the HTTP Request node supported the use of the {{http_req_x}} variables to store the results of GET requests.

Variable management

Custom variables, which you define, enable you to reuse data from a request response elsewhere in your interaction flow and develop flexible custom routing logic. Variables facilitate passing data from node to node and making routing decisions based on their values.

The Flow builder variable management feature enables you to define and use custom variables in the following nodes:

• Route
• Send message
• HTTP request
• Conditions

User Profile

The User Profile menu and Account settings panel is added to the main menu bar to enable users to view and manage account information and settings, including selecting a preferred language.

User Profile menu

The User Profile menu includes account information, a link to the Account settings panel, a link to the documentation portal, and the Sign out option.

Account settings panel

The Account settings panel includes the following information and capabilities:

• Username
• contact center email address
• name of your contact center
• assigned Caller ID
• WebRTC extension
• UI language selection

Improvements

UX and UI improvements

Extended Call Details (CDR)

The Extended Call Details page is completely redesigned to offer an improved user experience. Improvements include:

• Enhanced Speech Analytics in the Call Recording Player, including waves for talk time, sentiment, and topics (coming soon).
• Enhanced call metadata view including the new Silence metric.
• Call events link to call recordings.
• Incorporation of call events into the call transcript.
• Transcript with the search spotlight and keywords highlighted and color-coded. Hovering on a keyword indicates relevance to the keyword group.

Chat attachment support

Webchat and premium support chat support additional file formats for attachments: .csv, .xlsx, .pptx, .mp3, and .mp4

The maximum size of a single file that may be attached is now 100MB.

Other improvements

Users API filtering

The Users API now supports the use of filters to enable you to return a subset list of users and their parameters based on the following properties:

name: The name of the user.
email: The email address of the user.
sip_account: The SIP server address for the user's WebRTC Softphone.
sag: The user's role.
extension: The WebRTC extension of the user.
caller_id: The Caller ID group of the user.
timezone: The time zone of the user.

For more information, refer to Users in the Developer's Portal.