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SightCall May Release Notes

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SightCall's May 2023 release contains several new improvements and bug fixes. Below are the enhancements made to the SightCall Platform.

 

Account Usage Dashboard

The “Dashboard” section now includes a new tab dedicated to Account Usage analytics. Admins can view the their license types and usage towards those license limits.

 

 

The usage metrics available include:

  • Agent User Accounts (number of licenses)
  • Recording (number of agent licenses with Recording capability)
  • Recording and Multiparty (number of licenses with both Multiparty and Recording capability)
  • Live Speech Translation (minutes)
  • Use Cases (number of use-cases created in the account)
  • Digital flows usage license
  • Digital Flows (number of flows created in the account)

 

New WebRTC Capabilities Enhancing Guest Sessions:  

When using Use Cases with WebRTC as the guest connection mode, new capabilities are now available that include:

  • Native browser PIP mode (Picture in Picture) available with google/edge/safari macOS 
    • Guest can now  multi-task with video still visible in the foreground.
  • Take Snapshot: WebRTC iOS (Safari iOS)
  • Share a photo from photo gallery on the device
  • NOTE: A plugin update is required to activate these features.

WebRTC calls can support joining a call directly from a Digital Flow as alternative to the traditional SightCall link sent via email/SMS.

    • This enables you to have more control over the guest experience joining a call.
    • In additional to joining a call, you can now offer a pre-call video/audio test to ensure guests accept camera/mic permissions prior to joining call.
    • This also supports any screens you wish guests to see prior to joining a call, including form completion and photo capture/upload.
    • NOTE: This does require a Digital Flows license to activate.

CallTestToCall__1_.gif

 

Digital Flows:

Digital Flows includes several new capabilities:

Enhancing AI capabilities within Digital Flows

  • Developed a method to capture and interpret text from a wide range of device and machine labels and documents. Using this method, the time to value is significantly reduced as the need to train AI models on specific labels is no longer a requirement for the majority of labels.
    • Useful for triage and troubleshooting use cases where customers and technicians must enter serial number or model numbers prior to accessing support. 
  • Enhanced the Computer Vision AI capabilities to train custom models with proprietary training images to use within Digital Flows to recognize specific objects, eliminating or reducing the need for remote support to identify objects (e.g. parts, components, model types, etc)

MISC Updates

  • Digital Flows now supports multi-language capabilities. This means that all text within a Digital Flow can be translated. 
    • The Digital Flow will attempt to use a language that corresponds to the language on the user's device, but a language selection option can be added to Digital Flows as well for manual selection.

  • A time limit option is available to configure for live video uploads. This will provide admins better control of the video length for SDF media uploads helping to keep storage limits in check.
    • NOTE: Only available with Digital Flows that run within the Visual Support mobile apps

 

Photo Configuration Improvements: 

  • When you want agents to be able to save photos locally and to a remote storage location, we now support Use Case configurations that can support both options simultaneously.

  • Labels are now configurable for when capturing photos and videos within Digital Flows Media Capture action. Currently, this is only available for Digital Flows that use the Browser device type. This will be added to Digital Flows that use the Visual Support app in a future release.

PIcture-Label-configuration.png

 

Sustainability Reporting Improvement:

  • When sustainability settings have been configured, Call reports will now include the following sustainability data:
    • Distance
    • Duration
    • Cost
    • CO2 & Gas Consumption

Sustainability-Report-Data.png

 

Additional Reporting Enhancements:

  • Recording Reports can now be exported or an endpoint can be configured to have Recording Reports to be delivered.
  • Visibility into guest session data including GPS coordinates in Case reports and more detailed GPS data, like the address is displayed in the Call report.
    • NOTE: Reverse Geocoding can be set to 'No' to exclude the address display in the report.

GPS-data-REPORTS.png

Continuous Improvements:

  • ACD Queue Settings - We added a configurable Guest timeout field (in seconds) for Admins of SightCall to better create a more agile call routing experience.

ACD-Queue-Guest-Timeout.png

  • Screenshots taken within call now stay in 'front of' the main window. This is a UX enhancement for agents so they can see the screenshot immediately after capture.

  • Improved the guest experience by providing additional context to the Guest Page when users cannot access a call for multiple reasons, like:

    • Invalid link

    • Failed connection

    • Timeout

    • Warn users trying to connect to a call they are already connected to

    • Provides users and agents an option to force the connection and override the other connection

Guest-Page-Better-Context.png

Issues Fixed 

  • Android Audio Enhancements - An update is made available via the Google Play store
    • Minimum version support is 9.0
    • Better overall sound quality
    • Better hardware support for Samsung audio channel switches
    • Fixed guest microphone volume (too low)
    • Corrected volume control bug

Admin portal:

  • Fixed the behavior of the "Retry" button in Recording reports
  • Fixed an issue when exporting large Case/Call Reports data
  • Fixed setting Google Cloud storage as recording media endpoint
  • [Sustainability] The Office field is now available when creating a new user
  • Changed the date format in the exports to be more compatible with Excel

Console:

  • Fixed an issue with the Modern appearance and annotations
  • Fixed an issue regarding the participant list with the mdern theme

Guest:

  • Improved error messages on the Guest Page to give more information to the user

WebRTC:

  • Fixed an issue regarding the guest sharing pictures
  • Fixed an issue regarding the wrong camera selection on iPhone WebRTC


Miscelaneous:

  • Increase the size of the QR code in email notifications for Smartglasses trigger
  • Improved reliability of call reports generation
  • Allow both upload and save local photo config options in use cases

 

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