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Live Dashboard displays ongoing conversations, which include at least one external user and there was a message from a customer or agent within the last 30 minutes. Conversations between internal users are not displayed.
If an external user sent a message, but the agent didn’t reply yet, the conversation status on the Live Dashboard is “No reply”. When the agent replies, the conversation status is Active.
If the conversation is public (Available by link), there are no limitations to join the conversation. If the conversation is not public (not available by link), to be able to join the conversation via Live Dashboard, you should belong to a group with ACL “can - Intrusion” permission in WMS.
The intrusion is not silent: when you join the conversation, all participants (both agents and guests) can see that a new member joined.
The feature is available for users with x-bees-SuperBee license.
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Have many chats and sometimes it gets difficult to find the right one? We’ve simplified this task for you with the new feature Chats in common. Now, opening a user’s profile on the Info frame, you can view the list of conversations you both belong to, which makes navigation through group conversations much easier.
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Reference ticket: XBS-3456.
We’ve introduced the Speech-to-text feature that allows to accurately convert voice to text instead of typing the message and thus, streamline communication and boost efficiency.
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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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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
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Reference tickets: WMS-18310, WMS-18682.
The functionality of transcribing and displaying subtitles has been split, which means when the Transcription is on, you can decide if you want to have Subtitles displayed or not. Transcription performs speech-to-text transcription of what is said during the conference, while the Subtitles feature displays subtitles to a user.
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In this release, we’ve also enabled the feature of sending emails with conference summary and transcription to the PBX users participating in the conference, so that you can easily review the contents of the conference whenever you require:
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With this new functionality, you can view real-time transcription of the conference in a separate window and access the conference transcription in x-bees conversation afterwards, which allows to easily keep track of communication with customers.
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Currently, only English, Italian, and Spanish languages are supported. Support of French and German should be added later. In some cases, in downloaded transcriptions there could be an email of external contact instead of a name.
It is not possible to view real-time transcription on mobile, however, mobile version allows to download the transcription.
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We’ve extended conference Settings with a new tab – External meetings, where you can choose if you want to have recordings and transcription started automatically in the conference with external members:
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Reference ticket: WMS-18613.
Now, there are two Noise suppression options you can choose from to ensure the best audio quality during conferences. You can switch between them and enable/ disable the feature via More actions -> Settings -> Noise suppression tab:
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Reference ticket: WMS-18497.
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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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.
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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.
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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).
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