x-bees news - October and November

In this blog article, we present what is new in x-bees in October and November 2023. In particular, we cover new Analytics reports, improvements for videoconference and conversations, new integrations capabilities and much more.

The full changelog is available by this link: https://wildix.atlassian.net/wiki/spaces/DOC/pages/53903361.

Analytics

Download Call Recordings in CDR-View Liveboard

Reference ticket: WMS-18078.

With this release, we’ve introduced the ability to download call recordings directly from CDR-View Liveboard. This new capability allows you to easily access and save call recordings for future reference. The download procedure is easy to follow: navigate to the Data Grid tab, where you'll find a column with a sound icon and click on the sound icon next to that call.

Documentation: https://wildix.atlassian.net/wiki/spaces/DOC/pages/250806273.

Improved Data Grid Report in CDR-View Liveboard

We’ve added two improvements to the Data Grid Report that will enhance your user experience and provide a more convenient information display.

  1. Improved PBX Field: In the PBX column, you will now see the PBX domain name displayed instead of the serial number. This change makes it easier to identify and associate calls with the corresponding PBX

  2. Improved Talk Time Display: In the Talk Time column, you will now see data in the format of hh:mm:ss. This format presents the duration of each call in hours, minutes, and seconds, allowing for better readability and convenience when analyzing call durations

Documentation: https://wildix.atlassian.net/wiki/spaces/DOC/pages/250806273.

New Service Number Column in CDR-View Liveboard

Reference ticket: WMS-18334.

We’ve added a new column called Service Number that provides valuable information about the phone numbers associated with incoming and outgoing calls that allows you to quickly identify and distinguish the specific trunks involved in the call flow. The Service Number column displays the following details:

  • For an incoming call: the phone number of the trunk that the customer called

  • For an outgoing call: the phone number of the trunk through which the outgoing call was made and displayed to the customer

Documentation: https://wildix.atlassian.net/wiki/spaces/DOC/pages/250806273.

New Wait Time Column in CDR-View Liveboard

Reference ticket: WMS-18296.

We’ve introduced a new column called Wait Time that provides valuable information about the waiting time in seconds for specific call scenarios such as being put on hold, interactions with IVR systems, and other non-human interactions. By displaying the Wait Time column, you gain insights into the duration of wait times for different call scenarios that can help in monitoring and optimizing your call handling processes.

Documentation: https://wildix.atlassian.net/wiki/spaces/DOC/pages/250806273.

Save Filters and Filter Report Data in CDR-View Liveboard

Reference ticket: WMS-18336.

We’ve introduced two new features in CDR-View Liveboard that enhance your user experience and provide more flexibility in filtering and saving reports:

  1. Save Filter Settings: You can now save your filter settings, allowing you to apply the same set of filters when opening the report in the future. Additionally, the saved filter settings can be shared with other users, allowing for consistent reporting across the organization and can even be used when scheduling reports

  2. Filter Report Data: You can now filter report data directly by choosing the necessary filter values within the report. This feature allows you to quickly get the displayed data without navigating to separate filter settings

Documentation: https://wildix.atlassian.net/wiki/spaces/DOC/pages/250806273.

New x-hoppers Dashboard

x-hoppers Dashboard provides valuable statistics about the usage of x-hoppers, offering insights into agent activity and conference connectivity. This includes data such as the duration agents were connected to conferences and other relevant statistics.

Documentation: https://wildix.atlassian.net/wiki/spaces/DOC/pages/325353473.

Videoconference

Improved Logic for Storing Camera, Mic and Noise Suppression Preferences

With the current release, we’ve introduced improvements to the camera, microphone and noice suppression settings, providing you with a more personalized conference experience.

  • Preferred camera and mic settings: Now, your chosen camera and mic settings will be applied across all conferences. Once you enable the camera or mic in the current conference, these preferences will remain enabled for all future meetings you participate in

  • Improved noise suppression: Noise suppression settings will be now saved separately for different audio devices. For example, if you disable noise suppression while using a Bluetooth headset, that preference will be remembered specifically for that headset. However, if you switch to a different audio device, noise suppression will be enabled by default until manually disabled

Documentation: https://wildix.atlassian.net/wiki/spaces/DOC/pages/167903233.

Improved Subtitles Feature

Reference ticket: WMS-17831.

We’ve introduced performance improvements to the subtitles feature, ensuring better speech-to-text transcription of what is being said during conferences. These improvements relate to more accurate and reliable transcriptions, allowing you to have a clearer understanding of the conference discussions.

Also, we’ve extended language support. The currently supported languages are: English (United States), English (British), English (Australian), Latin American Spanish, Italian, French, French (Canadian), German, Portuguese (Brazilian), Japanese, Korean, Chinese (Simplified), Hindi, Thai.

Documentation: https://wildix.atlassian.net/wiki/spaces/DOC/pages/167903233.

Adaptive Video Management

Reference ticket: WMS-18281.

To optimize network performance and system resources, we’ve introduced improved logic in conferences. In case of a poor connection or high CPU usage, video will be automatically disabled during the conference. This ensures that the audio quality remains stable, preventing any disruptions.

Improved Picture-in-Picture Feature

Reference ticket: WMS-18286.

We’ve added a preview of participants' videos within the Picture-in-Picture feature, providing you with a more comprehensive visual experience during conferences. When you enable Tile view mode in x-bees during a conference and enable the Picture-in-Picture view, you will have the ability to preview the videos of other participants.

Documentation: https://wildix.atlassian.net/wiki/spaces/DOC/pages/167903233.

Calls

Improved Attended Transfers Logic

Reference ticket: XBS-3256.

We’ve added the capability to put a call on hold and resume it when performing an attended transfer to another user. This improvement provides you with more flexibility and control during the transfer process.

Integrations

New iFrame Integration

Reference tickets: XBS-3181, XBS-3204.

We’ve introduced a new feature that enhances the integration capabilities by adding support for iFrame integrations. This functionality enables you to set up integrations with various applications and services and conveniently view the associated data within the Info frame section in x-bees.

Documentation: https://wildix.atlassian.net/wiki/spaces/DOC/pages/260374529.

Improved Phonebook Integration

Reference tickets: WMS-17742, XBS-3425.

Firstly, we’ve improved the accuracy of the data displayed in the Phonebook section of the Info frame, particularly when dealing with multiple contacts that have similar names. The algorithm now considers various factors, such as phone numbers and email addresses, to ensure that the correct information is shown. Secondly, we’ve added the Organization field. This field associates contacts with their respective organizations so you can keep track of different companies' information.

Documentation: https://wildix.atlassian.net/wiki/spaces/DOC/pages/30280558.

Improved HubSpot/ Salesforce Integration

Reference ticket: XBS-3294.

With this improvement, conversations with external users are now marked with relevant tags associated with the service or company from the HubSpot/ Salesforce integration. These tags provide valuable context and organization to your conversations, making it easier to identify and manage interactions with external users.

Conversations

Conversations Filtering

Reference tickets: XBS-3292, XBS-3293.

With this new functionality, you can easily navigate and manage your x-bees conversations. The conversations are now split into the following tabs:

  1. All: This tab displays all available conversations, including one-on-one and group conversations with both internal and external users

  2. 1-1: The 1-1 tab specifically shows one-on-one conversations with internal users

  3. Group: The Group tab focuses on group conversations with internal users

  4. External: The External tab includes both one-on-one and group conversations with external users

Additionally, we’ve added an unread message counter to the conversation tabs (1-1, Group, External). This feature enables you to quickly identify and prioritize conversations with unread messages, ensuring that you stay updated and responsive.

Documentation: https://wildix.atlassian.net/wiki/spaces/DOC/pages/30280350.

Read-Only Conversations

Reference ticket: XBS-3354.

With this new functionality, you can create conversations with a read-only mode for external users. This feature provides you with greater control over the conversation and improves collaboration with external participants. They will be able to view the conversation and its contents but will not have the ability to make any modifications or contribute directly.

Documentation: https://wildix.atlassian.net/wiki/spaces/DOC/pages/30280350.

Improved Conversations with External Users

Reference tickets: XBS-3245, XBS-3272.

We’ve added the ability to reassign conversations to another Service group and the option to add a Service group to any existing or new conversation with external users. This flexibility allows you to adjust conversation assignments based on your team's needs and workload distribution.

Documentation: https://wildix.atlassian.net/wiki/spaces/DOC/pages/289865729.

CLASSOUND Two-way SMS

Reference ticket: XBS-3115.

With this new capability of CLASSOUND two-way SMS, you can now send and receive SMS messages directly within the x-bees platform, enhancing your communication options. To use this feature, make sure CLASSOUND is activated and configured as the SMS number for a Service group in the WMS. This allows you to create SMS conversations within x-bees.

Note: The feature is currently available in Italy, the United Kingdom, the United States, and Canada.

Documentation: https://wildix.atlassian.net/wiki/spaces/DOC/pages/30281689.

APIs for x-bees Conversations

Reference ticket: WMS-17639.

We continue developing and improving APIs. With the current release, we’d like to present the following APIs, providing you with a range of functionalities to interact with x-bees conversations programmatically:

  • Get list of conversations by user

  • Create/Update/Delete a conversation

  • Get information about a conversation

  • Add/Remove Members from a conversation

  • Create/Edit/Delete a message

For detailed information on how to use the APIs, refer to the documentation: https://docs.wildix.com/services/index.html#api-x-bees_conversations. For the description of obtaining an access token required for authentication with APIs, refer to How to receive an access token for a service.