April 2025

Transcript translation

April 9, 2025

In contact centers with Speech Analytics enabled, users with access to Call Detail Records can choose their preferred language for call transcripts. This feature enables supervisors and analysts to view call transcripts translated from one of the supported languages into the language preference they set in their user profile, ensuring consistent review of interactions in multilingual environments.

Related articles:

• User Profile (Supervisor Guide)
• Using Call Detail Records to monitor interactions
• Speech Analytics
• Extended Call Details: Voice

Webchat greeting

April 9, 2025

You can now specify a greeting message and notification badges when you configure a webchat digital channel.

Related articles:

• Webchat

Agent activity webhook

April 9, 2025

The agent.status.update webhook enables you to be notified when agents change their availability status.

Related articles:

• Webhooks
• Webhooks overview
• Agent status events

Making internal calls

April 9, 2025

A search feature is now available to make it easier for users to make calls to other users by name or by number.

Related articles:

• Making internal calls

WhatsApp

April 7, 2025
A new overview video has been added that demonstrates how to connect your WhatsApp channel to Voiso Digital channels, enabling your agents to manage WhatsApp interactions directly within the Agent Workspace.

Related articles:

• WhatsApp