PRODUCT UPDATE (VERSION 14) — WHAT’S NEW?

Highlights

Brand new AI features!

This new INO cx version introduces 3 AI-powered features for recordings. See below for functional details and explanations. These features are available as a paid add-on — please contact your account manager for pricing and activation on your account.

Banner

New AI feature: transcription, available for queue and voice campaign records (stereo mode only). Once the recording is complete, the transcript is available in the record details view. 3 possible statuses: in preparation, in progress, error.

New AI feature: transcription for smart and personal voicemailboxes with a setting to be activated in the Maker module and ‘My Account’ respectively. Once the transcription is complete, it can be copied, downloaded, and sent by email (if the parameter is enabled).
All transcripts (queues, voice campaigns and voicemails recordings) include automatic language detection.
AI summary for recordings is now available for queues and voice campaigns (stereo only). A minimum recording duration of 30 seconds is required to trigger the summary, and you can increase this threshold. Once the summary is available, it can be accessed in the record details view. Summaries can be modified by advisors if the right is activated on their profile. A detailed history of a summary’s modifications is also available.

AI summary is also available for smart voice messages. It can be activated in the smart voice mailboxes module of the Maker and works in the same way as for queues and voice campaigns.
New AI feature: sentiment analysis. At the end of a recording, once the transcript is available, a comprehensive sentiment analysis is displayed in a dedicated tab: how did the call go, was the overall mood positive or negative. A table with a detailed breakdown of the beginning, middle and end of the call is also provided. Optionally, if activated in the Maker, in the call transcript, red and green dots indicate negative and positive moments respectively: they are also displayed on the recording’s waveform, and clicking on one takes you to the relevant segment.

In the details of a recording, the options button allows you to download the transcript in TXT format.
The voicemail module in the Banner has been enhanced: it is now possible to open each voicemail to view its details (file name, audio, associated CRM card, transcript, etc.).
Regarding video calls: the voice interaction now remains active until the customer joins the video call. A button allows you to end the voice interaction manually if needed, before the customer has joined.
During the transfer of an interaction to a user, advisors’ activities are displayed under their names.

In the Banner module (table mode), the case list now displays the first custom columns in the order defined in the Maker template linked to the active profile. The 4 system fields (reference, title, status, owner) always appear first and cannot be moved.

Maker

New optional setting for queues and voice campaigns: AI summary custom instructions.

A new setting allows you to choose the maximum number of simultaneous calls in power dialer campaigns (fixed or limited to the number of available advisors).
In voice campaigns, an option allows you to set an expiration date for targets. Targets then automatically change to EXPIRED status.
Brand new display of routing trees (smart routings, surveys, scripts). Multiple new features have been added for a better UX: multi-links to the same target action, search bar, collapse/expand branches, coloured links depending on the link type, improved UI for creating new actions, etc. A progress bar showing remaining actions and a built-in pop-up for requesting a limit increase have also been added.

In the profile, you can now customize the order of outgoing queues. The first one in the list will appear by default when an outgoing interaction is made in the Banner.

A new right “Interaction Picking” has been added to queues and voice campaigns to enable or disable the “hand” button used to take an interaction in the small banner, pool of pending interactions, and supervision.
New setting for voice attended transfers in queues and voice campaigns: either let the transferring advisor choose to stay in the call (conference) or hang up when releasing the transfer (default), or force an automatic hang-up on release.

Conferencing allowed

Conferencing disabled

In incoming queues, a new “count abandoned” setting allows you to customize the SLA calculation.
A new tab in the qualification questionnaires allows you to define automatic filling rules, which enable questionnaires to be pre-filled for advisors. A new “Auto save” setting is also available when the interaction has not been taken.

For Telegram, Messenger and WhatsApp messaging incoming interactions, a new magic field {{interaction.message.body}} allows you to retrieve a customer’s first message in a smart routing.
For integrated CRM 2.0 card call-up scenarios, new conditions in interaction assignment have been added: transfer (yes/no), interaction status (processed, dissuasion, abandoned), campaign (yes/no), distribution status (processed, dissuasion, abandoned).

Authentication methods can now be used in web services.
Search, filter, and sort are now available when adding entities from multiple lists, such as teams for a user, users for a platform, activities for a profile, etc.

Supervision

It is now possible to subscribe to discreet listening on a specific call in supervision.

In the supervision module, under the “advisors” tab, a new “since” column indicates how long the advisor has been interacting (omnichannel). In the “interactions” tab, under the “status” section, a “since” column has also been added.

In the supervision, a new “Number of available advisors” column has been added. It displays the count of advisors whose flow is activated but who are not currently handling an interaction. The icon in the “Total number of competent advisors” column has also been updated to:

Reporter

New KPI templates are available for live explorations.
New KPI and calculated data templates are available for explorations.
A new button allows you to export explorers in PNG or PDF format.

Connector

Update of OAuth authentication for Zendesk and Salesforce to support the User/Service token architecture.
Salesforce: adding the .ino.cx domain to trusted URLs settings of the package and replacing deprecated connected applications with external client applications.

Additional changes

Maker

All users created with SSO(s) now receive a welcome email with one (or more) SSO links.
An explanatory label has been added to the smart routing action ‘Fill in the variables from the database’ to assist the user with the list type field.
Entity duplication has been standardised to include sub-objects in all modules (except ‘Tags’).
The WhatsApp numbers module has been updated: a new permission within the role grants access to a ‘Meta Configuration’ tab, which allows you to enter the META app credentials to set up the WhatsApp numbers more easily. It is now possible to use the same numbers for both incoming and outgoing interactions, and their management has been improved: statuses are displayed when there is an error or additional validation required, for example.
Targets for campaigns (voice, SMS, WhatsApp) can now be imported using CRM v2.0.

Banner

Each CRM card opened in the Banner now displays the following elements in the card’s header: CRM card name, CRM type, and object (if CRM v2.0).
New themed designs have been added to the login page: they are displayed based on the user’s country.

Reporter

In data sources, several columns have been added or modified, and new fields have been added:

Deleted columns

WARNING ⚠️ will be automatically removed from existing scheduled reports, public API, KPIs, calculated data, dashboards, explorations, etc.

Datasource name.	Details	API key	Availability
Distribution	Mailbox	mailBoxId	v14
Incoming email distributions	Mailbox	mailBoxId	v14
Interaction	Mailbox	mailBoxId	v14

New columns

Remember to add new columns to your data sources, explorations and scheduled reports.

WARNING ⚠️ automatically added to public API

Datasource name	Details	API key	Availability
Interactions	WhatsApp campaign alias	whatsappCampaign.tag	v14
Interactions	WhatsApp campaign session alias	whatsappCampaign.session.tag	v14
Interactions	Voice campaign	voiceCampaign.name	v14
Interactions	Voice campaign alias	voiceCampaign.tag	v14
Interactions	Voice campaign session	voiceCampaign.session.name	v14
Interactions	Voice campaign session alias	voiceCampaign.session.tag	v14
Interactions	Voice campaign target ID	voiceCampaign.target.id	v14
Smart Routing path	Entry point	(originValue)	v14
Smart Routing path	Interlocutor	(endCustomerEndpoint)	v14
Audio recordings	Call summary status	(resultAsyncSummary)	v14
Audio recordings	Transcription status	(resultAsyncSpeechAnalysis)	v14
Audio recordings	Stereo mix status	(resultStereoMix)	v14
Audio recordings	External upload status	(resultExternalUpload)	v14
Audio recordings	Sentiment analysis result	(sentimentAnalysis.overall)	v14
Audio recordings (invoicing)	Call summary status	(resultAsyncSummary)	v14
Audio recordings (invoicing)	Transcription status	(resultAsyncSpeechAnalysis)	v14
Audio recordings (invoicing)	Sentiment analysis	(enableSentimentAnalysis)	v14
Incoming calls	Smart routing start date	smartRoutingsHistory_startDate	v14
Incoming calls	Smart routing end date	smartRoutingsHistory_endDate	v14
Incoming calls	Smart routing time	smartRoutingsHistory_duration	v14
Incoming calls	Last smart routing action	smartRoutingsHistory_smartRouting.smartRoutingActionId	v14
Incoming calls	Smart routing type	smartRoutingsHistory_isEndSmartRouting	v14
Incoming calls	Smart routing name	smartRoutingsHistory_smartRouting.name	v14
Incoming calls	Smart routing version name	smartRoutingsHistory_smartRouting.version.name	v14
Messages	Smart routing start date	smartRoutingsHistory_startDate	v14
Messages	Smart routing end date	smartRoutingsHistory_endDate	v14
Messages	Smart routing time	smartRoutingsHistory_duration	v14
Messages	Last smart routing action	smartRoutingsHistory_smartRouting.smartRoutingActionId	v14
Messages	Smart routing type	smartRoutingsHistory_isEndSmartRouting	v14
Messages	Smart routing name	smartRoutingsHistory_smartRouting.name	v14
Messages	Smart routing version name	smartRoutingsHistory_smartRouting.version.name	v14
Incoming emails	Smart routing start date	smartRoutingsHistory_startDate	v14
Incoming emails	Smart routing end date	smartRoutingsHistory_endDate	v14
Incoming emails	Smart routing time	smartRoutingsHistory_duration	v14
Incoming emails	Last smart routing action	smartRoutingsHistory_smartRouting.smartRoutingActionId	v14
Incoming emails	Smart routing type	smartRoutingsHistory_isEndSmartRouting	v14
Incoming emails	Smart routing name	smartRoutingsHistory_smartRouting.name	v14
Incoming emails	Smart routing version name	smartRoutingsHistory_smartRouting.version.name	v14
Interactions	Smart routing start date	smartRoutingsHistory_startDate	v14
Interactions	Smart routing end date	smartRoutingsHistory_endDate	v14
Interactions	Smart routing time	smartRoutingsHistory_duration	v14
Interactions	Last smart routing action	smartRoutingsHistory_smartRouting.smartRoutingActionId	v14
Interactions	Smart routing type	smartRoutingsHistory_isEndSmartRouting	v14
Interactions	Smart routing name	smartRoutingsHistory_smartRouting.name	v14
Interactions	Smart routing version name	smartRoutingsHistory_smartRouting.version.name	v14
Call campaign targets	Rescheduling no.	progHistory_index	v14
Call campaign targets	Rescheduling type	progHistory_type	v14
Call campaign targets	Rescheduling date	progHistory_importDate	v14
Call campaign targets	Target start date	progHistory_startDate	v14
Call campaign targets	User	progHistory_userId	v14
Call campaign targets	Workflow	progHistory_workflowId	v14
Call campaign targets	Smart Routing	progHistory_smartRoutingId	v14
SMS campaign targets	Rescheduling no.	progHistory_index	v14
SMS campaign targets	Rescheduling type	progHistory_type	v14
SMS campaign targets	Rescheduling date	progHistory_importDate	v14
SMS campaign targets	Target start date	progHistory_startDate	v14
SMS campaign targets	User	progHistory_userId	v14
SMS campaign targets	Workflow	progHistory_workflowId	v14
SMS campaign targets	Smart Routing	progHistory_smartRoutingId	v14
WhatsApp campaign targets	Rescheduling no.	progHistory_index	v14
WhatsApp campaign targets	Rescheduling type	progHistory_type	v14
WhatsApp campaign targets	Rescheduling date	progHistory_importDate	v14
WhatsApp campaign targets	Target start date	progHistory_startDate	v14
WhatsApp campaign targets	User	progHistory_userId	v14
WhatsApp campaign targets	Workflow	progHistory_workflowId	v14
WhatsApp campaign targets	Smart Routing	progHistory_smartRoutingId	v14
Interactions	Transfer type	distributionLife_transfer.type	v13.32
Distributions	Transfer type	transfer.type	v13.32
Incoming call distributions	Transfer type	transfer.type	v13.32
Incoming email distributions	Transfer type	transfer.type	v13.32
Incoming message distributions	Transfer type	transfer.type	v13.32
Outgoing message distributions	Transfer type	transfer.type	v13.32
Outgoing call distributions	Transfer type	transfer.type	v13.32
Outgoing email distributions	Transfer type	transfer.type	v13.32
Incoming calls	Transfer type	transfer.type	v13.32
Incoming emails	Transfer type	transfer.type	v13.32
Outgoing calls	Transfer type	distributionLife_transfer.type	v13.32
Outgoing emails	Transfer type	distributionLife_transfer.type	v13.32

API, webhooks and workflows

New public API routes for imports: retrieve imports, download import error, start an import, retrieve import fields, launch an import, save import filters.
New webhook event: interaction:recording:summary:end.
The “interaction put on hold” and “interaction on hold resumed” webhook events have been enriched with new fields: information about the advisor who triggered the action, the list of participants affected by the hold or resume, and the timestamp of the event.

And some bug fixes!