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We’ve added possibility to provide link to a specific message in a conversation. Following the link, the conversation opens right on the message you need:
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Note:
The option is available only for PBX users, guests cannot copy message links.
Documentation: x-bees Web User Guide
Service assign improvements
Reference ticket: XBS-3581, XBS-3728.
To make Service assign in conversations with external users more intuitive and easy-to-use, we’ve made a number improvements to its logic:
The user who is added to the conversation at the very beginning and who performs the first reassign is not removed from the conversation. Members of a service are removed only after the first assign. On subsequent reassigns, existing members of the conversation are no longer removed.
In the Services dropdown, services are grouped by the PBX they belong to, with the first PBX being the current PBX, and sorted alphabetically.
You can add Service without adding or removing members of the conversation. For this, choose Service without selecting an Assignee and click Apply.
Documentation: How to manage conversations and meetings with external users
Automatic creation of conversations for calls with external users
Reference ticket: XBS-3519
With this update, when an agent performs an outgoing call or receives an incoming call from an external number, the relevant conversation is automatically created. There is a Call button which allows to perform a call right from the conversation. If necessary, agent can involve other colleagues to the conversation to address customer’s request.
Note:
The conversation is created in case the call was answered.
The relevant Service (to or from which the call was made) is automatically added to the conversation. It is not possible to change the Service.
In case the Service has an SMS number, it is possible to send SMS via the conversation. Otherwise, the message field is inactive.
If another agent invited in the conversation calls the external user via the same service, the conversation is reused. Otherwise, a new conversation is created.
In case of a WMS v. 6.05.20231215 or lower, Service tag can be missing for conversations created after performing an outgoing call, and a duplicate conversation can be created for the same external phone number in case of a missing Service tag.
Documentation: How to manage conversations and meetings with external users
Videoconference
Transcription and Subtitles
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With the update, we’ve added a new tab to CDR-View2.0 Liveboard – Agents. On this report, you can view data grouped by users including the number of calls, talk time and ring time, which allows you to efficiently monitor agents performance:
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Documentation: CDR-View in x-bees
Mobile
Manage sound notifications on conference start
Reference ticket: XBS-3040.
We’ve added possibility to manage Sound notifications on conference start in x-bees mobile app, so that users can decide if they want to get notified about conference start or not.
Go to Settings -> Notifications
In the section Sound Notifications, enable/disable the option On conference start
Documentation: x-bees Mobile User Guide
Schedule meetings via mobile
Reference ticket: XBS-3101.
For more flexibility and convenience, we’ve added possibility for external users to schedule meetings with agents right via x-bees mobile application. When guest opens an x-bees conversation, there is now a Schedule button at the top, which leads to the Schedule screen where guest can edit an existing meeting or schedule a new one.
Documentation: How to manage conversations and meetings with external users
CLASSOUND E911 compliance
Reference ticket: XBS-3484.
We’ve ensured x-bees compliance with E911 requirements. so that users can perform emergency calls that comply with the necessary regulations. With the update it is important that geolocation is enabled in the browser, otherwise outgoing non-emergency calls via x-bees will be blocked (emergency calls cannot be blocked, so make sure geolocation is enabled).
Note:
The changes are supported starting from WMS v. 6.05.20231210
Documentation: CLASSOUND E911 Compliance