Sangoma CX Release Note - January 12th, 2024

What’s New and Improved

• AI Agent Virtual Assistants is now supported by embedding Google Dialogflow Messenger to deliver Agent Virtual Assistants in Sangoma CX Agent Panel. Detail information is available in the article Google Dialogflow and Sangoma CX Google Dialogflow Connector.

• Chatbot integration on any textual channel supported on Sangoma CX is now possible using the Google Dialogflow connector included in the platform. Detail information is available in the article Google Dialogflow and Sangoma CX Google Dialogflow Connector.

• Extended omnichannel capabilities by adding WhatsApp as a supported communication channel. Detailed information on how to configure this channel is available in the article Sangoma CX and WhatsApp Support.

• Extended omnichannel capabilities by adding Telegram as a support communication channel. Detailed information on how to configure this channel is available in the article Sangoma CX and Telegram Support.

• Added a new SmartAlert to monitor specific pause codes.

• Agent Panel now shows the waiting time of the call waiting the longest in the Queue Status.

• Changed default behavior when creating a new Supervisor setting the Supervisor Notifications as “do not set Notification”. Supervisors can change this setting at any time.

• Normalized on all applicable reports to include an “Active Queues” filter, enabled by default.

• Included a new Service Rework Detail report that provides the rework per Caller ID.

• Added a Called DID filter in the Call History Report.

• Data Export process has been updated to include: a Max Wait Time in the queue_details container and new containers to detail Agent "Hold" utilization and Blind Transfer Destinations. Please note customers currently using the Data Export process will be confirmed when their daily process is updated once all clusters are updated. Data Export documentation is available here.