We are happy to present our 25.02 release! The platform update includes many product improvements and completely new features. Let’s start with the main changes and most impressive novelties.
Meet ‘Cases’, the new section on Webitel’s platform for working with user appeals and SLA. With localization on the CRM module, the Cases service is created to help contact center specialists quickly and easily inform our technical support about issues, or leave specific requests. You can describe in detail your appeal, set the priority, fill in other important information, and see the progress in solving your issue alongside the comments of the service team. We hope the new section will simplify communication between platform users and the support team and help optimize our customers' contact center resources.
The next big thing is a tool for creating custom lookups (beta version). This functionality is available through the Flow Manager editor's ‘Custom code’ component. Considering the first release of this service, we will be grateful to our customers for active testing and providing feedback to help our team shape the tool to meet all the expectations of its users.
Other changes to the platform services concern the rules for uploading and saving the files for each channel separately. Besides, we have added the ability to send outbound messages to external users through the Portal section. To simplify data search, we have implemented a new filtering panel in the History section and added a new service for indexing data from various system sources for full-text search.
The Audit module functionality exceeds thanks to the ability to evaluate calls without agent participation. Our team also added the option to transfer the call post-processing window after switching the call to another agent. Other improvements were made to the Workspace section (working with chats), Portal section (final codes for ended conversations and ability to set alternative usernames), Supervisor section (particularly in the player for playing conversation recordings), and History section.
And finally, we are happy to inform you that the Contacts section has become a part of a basic Webitel license. Please, contact us in case of any inquiries. We will be happy to answer all your questions regarding platform updates and functionality.
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