Agent's Screen Audio and Video Recording, Time Zone Settings, Updated Storage Policies, and Other Improvements in the 25.12 Platform Release
- Webitel
- 21 hours ago
- 3 min read
We are happy to announce the next platform update. We have prepared many useful improvements and new features in version 25.12. First of all, we would like to introduce the updated functionality of DeskTrack, the recently launched service for capturing the agent’s screen: the ability to record audio in addition to creating screenshots and videos. Thus, contact center supervisors, managers, and administrators will receive comprehensive tools to monitor and drive agent work and productivity.
Besides, we have implemented new features that allow you to create PDF files from screen captures, as well as filter, view, download, and delete these files from the call history. We have also improved the logout/close options and added automatic logout when the user closes the application, which is important when several users share the same device (for example, multiple shifts in the contact center).
The next updates were made to the Workspace application, in particular to the visual part: the current queue name and active call holding time will be displayed in the central panel. Another great new feature for platform users is “Scribe v2 Realtime” support for real-time speech recognition. Additionally, we have improved the logic of sound and push notifications about activity completion and updated the “Processed calls” indicator to count only successful connections.
In the Queues section, we have added the ability to navigate to resources and resource groups and view detailed information by clicking their names in the queue. By the way, the recently added switcher “State for all” you can now use for data searching and filtering. One more interesting feature within the new release is the ability to specify the Graph API for Meta gateways to update all resources at once. We hope recent updates will speed up and simplify the work of contact center administrators.
In the Admin section, we have implemented several new features. One of them is the updated Storage Policies, which define the default file storage rules for calls, chats, and emails, and can be edited to suit your company’s needs. Moreover, we have added standard MIME types for audio, video, and image files (JPEG, PNG, MP4, MP3, WAV, etc.) with the ability to select the file formats from the drop-down list or enter them manually. In the Agents section of the Supervisor application, we have added the description and duration of the agent statuses to the general register for display to responsible supervisors.
The next important update is the ability to customize the user’s time zone. By default, the system synchronizes with the browser, and when users change the time zone, their choice applies to all system parameters. This way, users can select the appropriate time zone and schedule contact center activities such as calls, messages, campaigns, and tasks based on the set time.
Our team has also made useful changes to the CRM section, including:
new icons for displaying service categories and descriptions in the service register;
timer showing the actual reaction and resolution time for each case, as well as the case deadline;
options for setting mandatory user fields in the Cases, Contacts, and Custom lookups sections.
The final updates in the 25.12 release covered overall system performance, localization improvements for supported languages, enhanced display of visual elements and formats, and upgraded table and graphical editor functionality. We hope the recent updates will unlock even more useful tools and options to help you customize all processes and improve your contact center's productivity.
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