x-bees news - December and January

Conversations

Join ongoing conversations via Live Dashboard

Reference ticket: XBS-3390.

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

Note:

• 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.

Documentation: x-bees Web User Guide.

See chats in common

Reference ticket: XBS-3247.

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.

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

Documentation: x-bees Web User Guide

Use Speech-to-text

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. 

Just click the Speech-to-text button, say the necessary information and once ready, press Stop the dictation:

Note:

• Language 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 if there is no audio input is 15 sec.

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

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

• Firefox browser is not supported.

Documentation: x-bees Web User Guide

Get direct link to a message in conversation

Reference ticket: XBS-3257.

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:

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

Documentation: x-bees Web User Guide

Videoconference

One more Noise suppression option

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:

Documentation: x-bees Videoconference