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 the Live Dashboard → Chats tab. With this new feature, you can see which conversations are active and which are awaiting an agent’s reply and join the necessary conversation with just a click:

Note:

• Live Dashboard displays ongoing conversations that include at least one external user and 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 hasn’t replied yet, the conversation status on the Live Dashboard is “No reply”. When the agent replies, the conversation status changes 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.

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

Documentation: x-bees Web User Guide.

See chats in common

Reference ticket: XBS-3247.

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

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

Documentation: x-bees Web User Guide

Use Speech-to-text

Reference ticket: XBS-3456.

We’ve introduced a Speech-to-text feature that accurately converts voice to text, allowing you to send messages without having to type, saving time and streamlining communications. 

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

Note:

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

• The speech-to-text feature times out if there is no audio input for 15 seconds.

• When the Speech-to-text button is active, the message input field is deactivated, to 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 fit. 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 the ability to provide a link to a specific message in a conversation. Following the link, the conversation opens at the selected message:

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 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 a 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 external calls

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

Note:

• The conversation is created when a call was answered.

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

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

Documentation: How to manage conversations and meetings with external users

Videoconference

Transcription and Subtitles

Reference tickets: WMS-18310, WMS-18682.

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

To enable subtitles:

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

Note:

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

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

Documentation: x-bees Videoconference

Email with conference summary and transcription

Reference ticket: WMS-18824.

In this release, we’ve also enabled a feature which sends emails with the conference summary and transcription to PBX users participating in the conference, so that you can easily review the contents of the conference whenever you need to:

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 the x-bees conversation afterwards, 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 will open where you can see the conference transcription in real time. If you expand it, the real-time transcription 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, allowing you to review the conversation later:

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 permission but did not participate in the conference, 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 for French and German will be added later. 

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

Additional 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 a data retention policy for Cloud Analytics (CDR-View 2.0 Liveboard) according to Storage licenses on a PBX. This means that by default, CDR-View 2.0 stores data for 3 months. During this period, all relevant data is retained and available for analysis. If you require data to be stored for a longer period of time, additional storage licenses will be needed.

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 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 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.

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 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.

Documentation: How to set up x-bees Client integrations

Mobile

Manage sound notifications on conference start

Reference ticket: XBS-3040.

We’ve added the ability to manage sound notifications on conference start in the x-bees mobile app, so that users can decide if they want to be notified about the start of a conference 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 the ability for external users to schedule meetings with agents 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.

Documentation: How to manage conversations and meetings with external users

CLASSOUND E911 compliance

Reference ticket: XBS-3484.

We’ve ensured x-bees is compliant with E911 requirements so that dispatchers 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).

Note:

• The changes are supported starting from WMS v. 6.05.20231210

Documentation: CLASSOUND E911 Compliance