Extended Contacts, Custom Lookups and Call Evaluation Options - Meet the 25.04 Release

It’s a great time to present our next platform update with numerous options to create a more personalized customer experience and add more freedom, flexibility and comfort to the daily work of all contact center specialists.

In the 25.04 release, our team focused on improving the Contacts and Cases sections. From now on, platform users can easily group contacts, use an attribute to indicate the contact as a system user, and view all requests for the selected contact. Information about requests and contacts will also be available for contact center agents in a preview mode. Moreover, agents will receive access to the functionality for working with dynamic table data in dialog forms.

The next changes include new components in the Flow Manager editor to support updated features: applications for launching outbound calls from the agent’s dialog form, for calling the service request tree from the dialog form, and for obtaining a list of requests by contact. Another major update is a full-fledged tool for creating custom directories, which was in beta version just a few months ago.

Further updates were made to the Admin section, where we improved auto-completion of password change fields, added a new configuration parameter to provide temporary access to call recordings for specific roles and the ability to launch flows for various events related to the 'Request' object in the Trigger section.

In the Audit section, we have added the ability to edit and delete call evaluations, as well as evaluate calls without agent participation (Outbound IVR). The next changes were made to the History section, including the ability to save filter settings, updates to call export to CSV, and improvements to filtering by tags and by multiple values in the 'Gateways' filter block. The Cases section has received an upgraded appeal form, link checking, and improved SLA calculation based on the work calendar. We have also updated security parameters and improved app localization.

As you can see, the 25.04 release offers a multitude of options and functional improvements to make the user experience easier, more useful, and comprehensive. We hope the updated platform services will allow you to streamline contact center operations, enhance customer interactions, and tailor contact center workflows to current business needs.