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With this release, we’ve introduced the ability to join ongoing conversations with external members via the Live Dashboard → Chats tab. With this new feature, you can see which conversations are active and which are pending awaiting an agent’s reply and join the necessary conversation in with just a click:

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Note:

• Live Dashboard displays ongoing conversations , which that 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 has sent a message, but the agent didn’t reply hasn’t replied yet, the conversation status on the Live Dashboard is “No reply”. When the agent replies, the conversation status is Activechanges to “Active”.

• The intrusion is not silent: when you join the conversation, all participants (both agents and guests) can see that a new member has joined.

• The This feature is available for users with x-bees-SuperBee license users.

Documentation: x-bees Web User Guide.

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Reference ticket: XBS-3247.

Have Ever have so many chats and sometimes it gets that it’s difficult to find the right one? We’ve simplified this task for you made it easier to find what you’re looking for with the new feature Chats in common. Now, opening when you open a user’s profile on the Info frame, you can view the list of conversations you both belong to, which makes navigation through making it easier to navigate your group conversations much easier.

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The list of common conversations is sorted by the last message date and time of the last message and includes the names of the group conversations and a snippet of the most recent message. To open a conversation, just all you need to do is click on it. 

Documentation: x-bees Web User Guide

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Reference ticket: XBS-3456.

We’ve introduced the a Speech-to-text feature that allows to accurately convert converts voice to text instead of typing the message and thus, streamline communication and boost efficiency, allowing you to send messages without having to type, saving time and streamlining communications. 

Just click the Speech-to-text button, say the necessary information and once ready, press Stop the dictationyour message and then press “Stop the dictation” when you’re done:

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Note:

• Language The language used for speech-to-text recognition corresponds to your browser language and is taken from browser Settings -> Preferred languages.

• The timeout after which the speech-to-text feature is deactivated times out if there is no audio input is for 15 secseconds.

• When the Speech-to-text button is active, the message input field is deactivated, to avoid reordering of text in case of stop accidental clicks on the input field from potentially reordering the text.

• For SMS, if the recognized text exceeds the SMS text limit of 670 characters, the text is cut to the allowed text sizefit. Once the limit is reached, the Speech-to-text button is disabled.

• Firefox browser is not supported.

Documentation: x-bees Web User Guide

Get a direct link to a message in conversation

Reference ticket: XBS-3257.

We’ve added possibility the ability to provide a link to a specific message in a conversation. Following the link, the conversation opens right on at the selected message you need:

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Note:

• The option is available only for PBX users, guests cannot copy message links.

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Reference ticket: XBS-3581, XBS-3728.

To make Service service assign in conversations with external users more intuitive and easy-to-use, we’ve made a number of 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 a service without adding or removing members of the conversation. For this, choose Service without selecting an Assignee assignee and click Apply.

Documentation: How to manage conversations and meetings with external users

Automatic creation of conversations for external calls

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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 call button which allows you to perform a call right from the conversation. If necessary, an agent can involve other colleagues to in the conversation to address a customer’s request.

Note:

• The conversation is created in case the when a call was answered.

• The relevant Service service (to or from which the call was made to or from) is automatically added to the conversation. It is 's not possible to change the Serviceservice.

• In case the Service service has an SMS a mobile number, it is 's possible to send an SMS via the conversation.

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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 We’ve recently separated transcription and subtitles, meaning that when the transcription is on, you can decide if you want to have Subtitles displayed subtitles on or not. Transcription performs speech-to-text transcription makes the real-time text of what is said during the conference available, while the Subtitles subtitles feature displays subtitles that text to a user.

To enable Subtitlessubtitles:

• Click three dots (More actions) -> press Enable subtitles:

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Note:

• By default, Subtitles are disabled . With Subtitles by default. When subtitles are enabled, when participants talk in the conference, the user can see the relevant subtitles at the bottom of the screen every time a participant talks in the conference.

• To enable Subtitlessubtitles, Transcription transcription should be turned on. If Transcription transcription is disabled, the Enable subtitles button becomes inactive. Also, we’ve improved the logic of Transcription of the transcription feature was improved so that settings are saved for future conferences.

Documentation: x-bees Videoconference

Email with conference summary and transcription

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Reference ticket: WMS-18824.

In this release, we’ve also enabled the a feature of sending which sends emails with the 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 requireneed to:

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Note:

• The email with summary and transcription is sent only if Transcription transcription was enabled in the conference.

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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 the x-bees conversation afterwards, which allows allowing you to easily keep track of communication with customers.

1. To view transcription during the conference, click the Transcription button in the top right corner under the Info button:
   

   

2. A separate window opens will open where you can see the conference transcription of the conference in real time. In case If you expand it, the real-time transcription gets displayed on moves to the Info tab.
   

   

3. When the conference ends, you can find the link to the transcription in the conversation and can either open or download the transcription, which provides the possibility allowing you to review the conversation afterwardslater:

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Requirements:

• x-bees Standard license or higher

• Transcription feature enabled in the conference

• To be able to access transcriptions, user should have ACL “Can See call recordings” in WMS. If the user has the permission but did not participate in the conference, to be able to access the transcription, the user should have the user will need the ACL “Can See analytics” of the users who participated in the conference to access the transcription.

Limitations:

• Currently, only English, Italian, and Spanish languages are supported. Support of for French and German should will be added later. 

• It is 's not possible to view real-time transcription on the mobile app, however, the mobile version allows does allow you to download the transcription.

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We’ve extended conference Settings 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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Documentation: x-bees Videoconference

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Additional Noise suppression option

Reference ticket: WMS-18613.

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Reference ticket: WMS-18687.

We’ve applied a data retention policy for Cloud Analytics (CDR-View 2.0 Liveboard) according to Storage licenses on a PBX, which has the following logic: . This means that by default, CDR-View 2.0 includes the stores data for 3 months. During this period, all relevant data is retained and available for analysis. If you require the data to be stored for a longer period of time, additional storage licenses need to will be orderedneeded.

See more details in documentation: Rotation Policy for Cloud Analytics

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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

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There have been updates to the Salesforce and HubSpot integrations with x-bees. Currently, they consist of the following parts:

1. Salesforce Auto Logging and HubSpot Auto Logging integrations, which ensure automatic logging of calls ensure calls and conferences that take place in x-bees between users and Salesforce/HubSpot contacts are automatically logged in the appropriate CRM.

2. Salesforce and HubSpot Client integrations, which allow you to view CRM data on the Info frame in x-bees, find contacts in Live Search and Dialpad search, create tasks and new contacts via x-bees, etc.

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With this release, we’ve added possibility the ability to manage users' access to HubSpot and Salesforce integrations in x-bees. When setting up the integration, you can limit access only to specific users, or, on the other hand, indicate the emails of users who should not be able to access the integration.

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Reference ticket: XBS-3040.

We’ve added possibility the ability to manage Sound sound notifications on conference start in the x-bees mobile app, so that users can decide if they want to get be notified about the start of a conference start or not.

1. Go to Settings -> Notifications

2. In the section Sound Notifications, enable/disable the option On conference start

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For more flexibility and convenience, we’ve added possibility the ability for external users to schedule meetings with agents right via from the 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 is compliant with E911 requirements. so that users can perform emergency calls that comply with the necessary regulationsdispatchers can locate users who make an emergency call. 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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