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.

• 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

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.

Documentation: How to manage conversations and meetings with external users

Videoconference

Transcription and Subtitles

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.

To enable Subtitles:

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

Note:

• By default, Subtitles are disabled. With Subtitles enabled, when participants talk in the conference, the user can see the relevant subtitles at the bottom of the screen.

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

Documentation: x-bees Videoconference

Email with summary and transcription of the conference

Reference ticket: WMS-18824.

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:

Note:

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

Documentation: x-bees Videoconference

View real-time transcription of the conference

Reference ticket: XBS-3300.

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.

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 where you can see the transcription of the conference in real time. In case you expand it, the real-time transcription gets displayed on 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 to review the conversation afterwards:

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 ACL “Can See analytics” of the users who participated in the conference.

Limitations:

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

• It is not possible to view real-time transcription on mobile, however, mobile version allows to download the transcription.

Documentation: How to use real-time transcription of x-bees calls and conferences

Manage settings for External meetings

Reference ticket: WMS-19051.

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:

1. In the conference, click More actions (three dots)

2. Proceed to Settings -> External meetings

Documentation: x-bees 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

Analytics

Data retention policy

Reference ticket: WMS-18687.

We’ve applied data retention policy for Cloud Analytics (CDR-View 2.0 Liveboard) according to Storage licenses on a PBX, which has the following logic: by default, CDR-View 2.0 includes the 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 be ordered.

See more details in documentation: Rotation Policy for Cloud Analytics

Agents report

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:

Documentation: CDR-View in x-bees

HubSpot and Salesforce Integrations

Reference tickets: WMS-17643, WMS-18733, WMS-18744.

There have been updates to 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 and conferences that take place in x-bees between users and Salesforce / HubSpot contacts.

2. Salesforce and HubSpot Client integrations, which allow 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.

Documentation: x-bees Admin Guide , How to set up x-bees Client integrations

Manage user access to the integrations

Reference ticket: XBS-3608.

With this release, we’ve added possibility 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 emails of users who should not be able to access the integration.

Documentation: How to set up x-bees Client integrations

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.

1. Go to Settings -> Notifications

2. 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