Zisson Interact 2025 – Nr. 3

Zisson Interact 2025 – Nr. 3

08/05/2025

Functional Updates:
New Agent Status Metrics
Updated Date Label Display
Switchboard/Contacts – Contact Status

Admin:
Anonymisation of Chat Dialogues
Automations UX

API Updates:
ExternalContacts API
ExternalStatDB – New Agent Session APIs

Integrations:
LeadDesk SMS Provider
Tele2 Cloud PBX
Bugfixes and Minor Improvements

Functional Updates:

Wallboard Updates

1. New Agent Status Metrics


What’s Coming?

  • Added new metrics for agent status info to the agent history widget.

How It Works:

New values to be chosen and viewed in the widget as single value, table view or in graphs:

  • Available time total: Total time spent in the available status during the interval.
  • Pause time total: Total time spent in pause status during the interval.
  • ACW time total: Total time spent in after-call work status during the interval.
  • Wrap-up time total: Total time spent in wrap-up status during the interval.

Available for all users of the advanced Wallboard.

2. Updated Date Label Display

What’s Coming?

  • Updated date label for chart and bar view.

How It Works:

  • Changed from presenting as number (“01-20”) to text format (“20 Jan”)

Switchboard/Contacts – Contact Status

What’s Coming?

  • Enhanced the contact card functionality to display the line status for internal Zisson SIP devices.

How It Works:

  • For customers using SIP devices integrated with IPX, the system will automatically retrieve and display the device’s line status.
  • Users can easily see whether a colleague’s device is busy, available, or in a conversation.

Admin:

Anonymisation of Chat Dialogues

What’s Coming?

  • New setting on Entrypoints for automatic anonymization of chat dialogues once the chat session ends.

How It Works:

  • When enabled, chat dialogues will be immediately removed and anonymized after the customer conversation ends, supporting stronger data privacy compliance.

Automations UX

What’s Coming?

  • Prevent activating automations without complete information.

How It Works:

  • New validations require that all mandatory fields are filled before an automation can be activated.

API Updates:

ExternalContacts API

What’s Coming?

New External Web API endpoints for full CRUD operations (Create, Read, Update, Delete) on contacts.

How It Works:

The new API will allow you to:

  • Read a single contact.
  • Retrieve a list of contacts.
  • Create, update, or upload a single contact.
  • Create, update, or upload a list of contacts.
  • Delete a contact.

Activation/deploy:

  • The new API will be available starting from this release.
  • The old contact API will be deprecated by 2025-09-31.

ExternalStatDB – New Agent Session APIs

What’s Coming?

  • Launching new APIs for direct access to raw agent session data and real-time monitoring.

Available APIs:

  • AgentLogonSessions: Data about agent UI log-in to log-out sessions.
  • AgentQueueLogonSessions: Tracks when agents are logged into any queue.
  • AgentQueueSessions: Individual sessions per queue.
  • AgentAvailableSessions: Sessions where agents are available.
  • AgentWrapupSessions: Time spent wrapping up conversations.
  • AgentPauseSessions: Data on breaks or administrative pause sessions.
  • AgentAcwSessions: After Call Work (ACW) sessions not tied to a specific conversation.

How It Works:

  • Accessible via ExternalStatDB API with a customer-specific API key.
  • This will overttime replace the existing agent status info i.e ExternalReport – Agent Activity Report.

Integrations:

LeadDesk SMS Provider

What’s Coming?

  • Added support for using LeadDesk as an SMS provider for outgoing SMS communications.

How It Works:

  • LeadDesk can now handle all types of outgoing SMS traffic:
    • Group SMS (bulk sending)
    • Standard single-recipient SMS

Tele2 Cloud PBX


What’s Coming?

  • Now Zisson supports syncing more than one T2 PBX into one Zisson customer.

How It Works:

  • New administration interface under Integrations allows:
    • Connecting and configuring multiple T2 PBX systems.
    • Managing and monitoring the sync status of each PBX individually.
    • Synchronizing contacts, presence information, and line statuses into a single Zisson environment.

Bugfixes and Minor Improvements

  • Improvements in login and location batch lookup (TelenorMBN).
  • Multiple UI and functional bug fixes across Admin, Holiday setup, Statistics, Queues, Guest Agents, and ContactStatus.
  • Improved database performance to reduce load and increase spead.
  • Preparations for upcoming IVR flow updates and new report generation capabilities.