Zisson Interact 2025 – Nr. 1

Release Note 2025-01

03/02/2025

Wallboard Improvements

Agents:
Zisson Chat
History – extended callback information
AgentWelcome Message
Softphone

Admin:
New Agent Setting
Support for Custom Names for Personal Numberless Softphones
Service layout (IVR builder)

API:
ExternalStatDB
Number List API
CallPlayMessage API

Wallboard Improvements

with New Metrics and Updated Calculations

What is coming: The Queue Leave widget now includes a new metric: Arrived Conversations. This metric enables you to track the flow of conversations entering a queue. You can monitor both ongoing and completed conversations, based on when they first entered the queue, for deeper insights into activity trends.

How It Works:

  1. Access the Widget: Open the Queue Leave widget in the wallboard.
  2. Select the Metric: Choose the Incoming Conversations metric.
  3. Visualize the Data: Display the metric in your preferred format:
    1. As a single value.
    2. In a donut chart or bar chart.
    3. As a graph to show trends over time.

Activation and Deployment:

This metric is available to all users of the Advanced Wallboard feature.

What’s New?
We’ve improved the time display on the wallboard to make it easier to follow and more intuitive:

  1. Digital Clock Format: Time is now shown as a digital clock when the duration is less than 24 hours.
  2. Days and Hours Format: For durations exceeding 24 hours, the display automatically switches to show days and hours.
  3. Agent Status Time Update: The “time in status” for agents has been updated to allow sorting based on duration, enabling faster insights into performance.

How It Works:

  1. Time counters under 24 hours are displayed as HH:MM:SS for clarity.
  2. Time counters over 24 hours transition to a days-and-hours format (e.g., “2d 5h”).
  3. Agent status durations can now be sorted, helping you quickly identify trends or anomalies.

Activation and Deployment:

This update is automatically available to all customers using the wallboard.

What’s New?

We’ve introduced new and improved metrics in the Queue History widget to provide clearer and more actionable insights into Answer% and SLA performance:

  1. Updated Answer% Algorithm: Now includes both answered and abandoned calls, offering a more accurate representation of Answer%.
    1. Formula: Answer% = (Number of answered conversations) / (Number of abandoned + Number of answered conversations).
  2. New Metric: Answered Outside of SLA: Tracks conversations answered after exceeding the queue’s SLA time, giving you more flexibility to visualize SLA performance in formats like donuts or bars.

How It Works:

  1. Open the Queue History widget.
  2. Use the updated Answer% for a comprehensive view of queue performance.
  3. Leverage the new Answered Outside of SLA metric to monitor and analyse conversations exceeding SLA thresholds.
  4. Customize your visualizations using values, donuts, bars, or graphs for actionable insights.

Activation and Deployment:
This update is available to all customers using the wallboard.

Changes for Agents:

Zisson Chat – Chat Monitor/Listen-in Improvements

What’s New?
The chat monitoring and listening feature has been upgraded! Supervisors can now seamlessly transition from monitoring mode to active engagement in a chat. This empowers them to:

  1. Observe ongoing customer-agent interactions.
  2. Assist the agent in real-time using a dedicated assistant lane.
  3. Engage directly with the customer alongside the agent when needed.

How It Works:

  1. Start a Session: Initiate a chat monitoring session via the Agent Monitor tool.
  2. Monitor the Conversation: Gain insights into the ongoing dialogue between the agent and customer.
  3. Assist or Engage:
    1. Use the assistant lane to support the agent discreetly, offering guidance or suggestions.
    2. Alternatively, join the conversation directly to collaborate with the agent and engage with the customer.
  4. Stay Connected: The agent can view and communicate with the assisting agent through the assistant lane, ensuring seamless coordination.

Activation and Deployment:

  • Available to customers with the Chat monitoring add-on service.
  • Feature access is controlle

History – extended callback information

What’s Coming:

From this release, we will improve how callback history is displayed. Conversations that start as a callback—such as dialer calls or manually booked callbacks via API or the agent UI—will now be included and shown as a single line in the history overview, consolidating all call attempts.

How It Works:

  1. All types of callback or dialer conversations will be displayed in the history overview.
  2. A callback is grouped together, starting with the original incoming conversation that initiated the callback.
  3. Searching for a Zisson session ID will show all conversations in the associated group.
  4. The history overview will display all conversations or call attempts with a start time from when the conversation was re-queued.
  5. Callback or dialer conversations will be identified with a callback icon.
  6. In the call details view, the full group session will be displayed for a complete overview.

Activation/Deploy:
This feature will be available to all customers starting with the 2025-01 release.

Agent Welcome Message

What’s New?
Agents can now customize their welcome messages with pre-recorded audio files and set different messages per queue. This enhancement allows for greater personalization and flexibility.

How It Works:

  1. Create or Upload a Welcome Message:
    1. Record a custom voice message.
    2. Upload an audio file.
    3. Use text-to-speech (TTS) to generate a welcome message.
  2. Assign to Queues:
    1. Link the sound file to one or more queues.
    2. Link a queue to a specific sound file.
    3. If no specific file is set for a queue, a default welcome message can be used. If set it will be used for all queues not having a specific sound file set.
  3. Access the Settings:
    1. Navigate to the agent’s user settings and select the menu option for welcome message configuration.

Activation and Deployment:
This feature will be available to all users.

Softphone

What’s Coming:
We are enhancing the reliability of the soft phone and introducing real-time network issue indicators.

How It Works:

  1. Improved Packet Loss Warnings: Real-time packet loss will now be displayed during a call, providing immediate feedback on network issues.
  2. Pre-Warmed WebRTC ICE Connections: WebRTC ICE connections will be tested and warmed-up before the first use to prevent silent “first” calls.

Activation/Deploy:
This improvement is deployed for all users.

Changes for Admins:

New agent setting

A new agent setting allows administrators to define the agent’s country/region. This setting will automatically apply the correct country code for outgoing calls when no country code is specified.

How It Works

Administrators can assign a country to each agent under the user settings in the admin panel.

Activation and Deployment

This feature will be enabled for all users. Upon deployment, existing users’ country settings will be pre-configured based on their last used location number.

Support for Custom Names for Personal Numberless Softphones

What’s Coming

A new option allows you to set a custom name for the location on a customer/tenant. This name will be used and displayed for all personal numberless locations within a customer account, making it easier for agents to identify and customize their setup.

How It Works

Define the desired custom name and contact Zisson support to apply it to your system.

Service layout (IVR builder)

What is coming:

  1. We have added our new module returning caller to the service layout to define how to handle or route returning callers.
  2. We have updated the service number selector in service layout to support adding or updating a service number via service layout.

How It Works
Administrators can add and edit the modules via service layout.

Activation and Deployment
Available for all uses with access to service layout admin.

API and Integrations:

ExternalStatDB

What’s Coming:
We’ve added the ability to generate statistics based on externally queued items via the conversation session. A new reference field, externalID, has been introduced to allow for reporting on externally queued items.

How It Works:

  1. When items are queued with an externalID using the externalConversation API, the externalID field will be propagated and made available in the queue sessions.
  2. A new field will appear in the queue session:
    “externalId”: “123456”, which will be set to the external ID of the queued item.

Activation/Deploy:
Available to all users of externalStatDB.

Number list API

What is coming:
A new API endpoint for administrate number lists and number list items. This is a replacement for the old number list API.

How it works:

  1. See swager documentation under ExternalNumberList,
  2. Supports get, add, update and delete of number list items.

Activation/deploy:
The new API will be available from this release and the old APIs NumberListGet, NumberListAdd, NumberListUpdate and NumberListDelete will be set to end of life 2025-06-30

CallPlayMessage API

What’s Coming:
We are introducing a new API endpoint for our CallplayMessageAPI. The ExternalCallPlayMessageIvr API allows scheduling an IVR (Interactive Voice Response) message playback for a specified phone number. The IVR will play a menu or message until the recipient interacts with it by pressing a digit. The actions triggered by the digits pressed can be customized.

How It Works:

  1. When the call is answered, the IVR will play the menu text and wait for the recipient to press a digit.
  2. Digit actions can be defined, for example:
    1. Press “1” to invoke a callback URL.
    2. Press “2” to repeat the menu.
    3. Press “3” to play a soundfile.
  3. Aggregate allows for merging multiple messages within a specified time frame:
    1. If aggregate is set to a non-zero value, messages sent during the aggregation period will be combined.
    2. If aggregate is set to zero, the message is dispatched immediately without aggregation.
  4. After the call, the success_callback URL is triggered if the call completes successfully. If the call fails (e.g., no answer), the failed_callback URL will be triggered instead.

Activation/Deploy:
The new API will be available starting with the 2025-01 release, and the old API will be deprecated with an end-of-life date of 2025-06-30.