x-bees news - February and March

Conversations

Play Audio Files

Reference ticket: XBS-3369.

With this release, we’ve added the possibility to play an audio file right in x-bees conversations, which streamlines communication and makes it more convenient, as you no longer need to download the files.  

Open

Note:

• When you change volume, it is applied for the current audio file only. By default, the highest volume is set and, if required, you need to adjust it for each file separately.

• The audio player is interrupted in case of a call, after switching to another conversation, or when a conference starts.

Limitation:
The audio player is interrupted in case of opening Info frame in the conversation or in case of scrolling the conversation history too high.

Archive Conversations

Reference ticket: XBS-3886.

We’ve reorganized the logic of archiving conversations by renaming the "Hide" option into "Archive" to better reflect its purpose. Also, besides right-clicking on the conversation, you can now access conversation actions via the new button “More”, which appears when hovering over a conversation in the list of active conversations. In the dropdown menu, choose the option “Archive”.

Open

When a conversation is archived, a tooltip is displayed with the title "[Conversation name] is archived," along with an option to undo the action.

Analytics

New Liveboard with Meeting Analytics

Reference ticket: WMS-19666.

With this update and due to the new Liveboard “Meeting View”, you have possibility to monitor conference analytics, including the date and time of the conferences, conference title, duration, number of attendees and attendees list etc. To access the report, go to the Analytics tab in x-bees, find and open the “MeetingView” Liveboard:

Documentation: https://wildix.atlassian.net/wiki/spaces/DOC/pages/492077057

Improved Ring and Wait Time Metrics

Reference ticket: WMS-18622.

We’ve improved the logic of Ring and Wait Time metrics in CDR-View 2.0 Liveboard to provide more accurate data

• Ring time reflects the time when an agent is being called, e.g. in case of a call group, if at least 1 available agent is called, it is considered ring time. If there are no available members in the call group, it is considered wait time.

• Wait time consists of time spent in IVR, listening to announcements, in queue while no agents are available, and time when the call was put on hold.

Note: The updated logic is applied starting from WMS Beta 6.06.20240328.1. 

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

Integrations

Call Transcription Added to Salesforce

Reference tickets: XBS-3172.

With this release, we’ve enhanced Salesforce integration with x-bees with the new feature – adding call transcription and summary to the relevant record in Salesforce, letting you easy keep track of communications with clients.

Note: Call transcription gets enabled only if the call is being recorded, and Salesforce Auto Logging integration should be enabled.

Documentation:

Preserving Content on the Info Frame

Reference ticket: XBS-3339.

Sometimes, updating integrations data on the Info frame, you may get interrupted by a call or a conference, or simply need to switch to another conversation, and then find out that the unsaved data you was not there. With this update, this is no longer an issue! We’ve improved the logic so that the data entered into a form on the Info frame is preserved in all the mentioned cases.

Documentation:

Mobile

Built-in Conferences 

Reference ticket: WMS-18910.

We’ve added videoconferencing feature to x-bees mobile app on Android and iOS, so you no longer need to use a separate app for videoconferences.

Documentation:

CLASSOUND Two-Way MMS

Reference ticket: XBS-3612.

An exciting news for CLASSOUND users in US and Canada – possibility to send and receive MMS messages directly via x-bees. To use this feature and enjoy enhanced communication, CLASSOUND should be activated and set as the SMS number for the relevant Service group in WMS, and the recipient’s number should also be US/ Canadian (starting with +1).

Documentation: How to send and receive SMS/ MMS via CLASSOUND.

Other

Dark Mode on Web

Reference ticket: XBS-3817.

With this release, we’ve introduced the Dark Color theme feature for x-bees Web version, so if you feel more comfortable with Dark theme, you can enable it in x-bees Settings -> Color theme and enjoy x-bees interface which satisfies your preferences.

Documentation:

Search Field Improvements

Reference tickets: XBS-3685, XBS-3760.

We’ve updated the search logic so that the values entered into the Search field are not erased when clicking outside the field. Now, you can seamlessly continue your search even if you accidentally click on some other x-bees sections, without losing the data (phone number, extension etc.) you’ve entered in the Search field.

Another improvement is the formatting of a phone number you enter in the Search field. Any special characters (e.g. a hyphen, period, space, brackets, asterisk, or hash) are automatically removed, which gives you possibility to perform a call directly from Search, streamlining your communications with x-bees.

Documentation: