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SightCall Q1 2024 Release Notes - February 18, 2024

  • Updated
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SightCall's February 18, 2024 release has a combination of improvements and bug fixes across our SightCall Classic platform, as well as new features and improvements for SightCall VISION, our new platform launched in December 2023 to revolutionize the service experience with generative AI, augmented reality, and digital process automation.

Below are the enhancements made to the SightCall Classic. 

Dashboard Improvements

  • Dashboard Improvements:
    • Admins can sort the ACD Queue according to "Newest First" and "Oldest First"

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    • In SightCall VISION: Admins can view the completion rate of their Digital Journeys according to preferred time parameters. This measures the % of Digital Journeys (Visual Journeys) a guest completed from start to finish.

 

Reporting Improvements

  • In SightCall Classic, admins have advanced and augmented reporting capabilities for Visual Journeys, leading to a comprehensive and customizable experience. 
    • Admins can turn on activity tracking at each and every step of a workflow and have it added as a new field in a Flow report.    
    • Improved version available in Admin Portal > Activity

  

Live Translation

New language capabilities added for Live Translation.

  • Armenian
  • Azeri
  • Georgian
  • Russian*
  • Uzbek*

* -> supported by Microsoft Azure's live speech to text, but not supported by Microsoft Azure live speech translation.

 

New to SightCall VISION

Since we launched SightCall VISION in December, we've been busy adding new features, all to empower how your customers, agents, and technicians to resolve their problems using the SightCall method: See, Analyze, Guide, and Report.

Data Matrix Support:

  • SightCall VISION can scan and recognize Data Matrix codes by agents or guests, exponentially augmenting the range of products available for support.
    • Compared to QR Codes, Data Matrix is much more common (25 billion+ unique codes), more frequently used for industrial items, and is more easily scanned in suboptimal environments, such as poor lighting. 
  • Agents can scan Data Matrix from the Mobile App or initiate a scan remotely for a guest in the Console.
  • Guests can scan Data Matrix from a web browser on their smartphone.
  • Both iOS and Android are supported.  

 

Barcode Scanner during Calls in Web Browser

  • In SightCall VISION, agents and customers both have the functionality to scan barcodes during a call and streamline visual assistance sessions. 
    • A major customer expectation, removing blockers for scanning information during calls and being able to transmit information immediately, without having to download an app.  
  • Agents can launch this functionality in both the Console and Mobile App. 
  • Customers can launch this functionality from a web browser on their smartphone
  • Both iOS and Android are supported.

 

 

AR Smart Measurement

  • In self-guided experiences in SightCall VISION, guests and field agents are able to turn a smart phone into a tape measure.

  • Agents and Guests have the following functionality:

    • Measure single segments or multiple segments and join them together​.

    • Take screenshots of measurements to be uploaded in to your preferred media endpoint. 

  • Supported in iOS and Android. 

 

Advanced Image Editor

  • In SightCall VISION, agents in the desktop console can review and modify photos taken on a mobile device by a customer, emphasize relevant features, and upload them to a CRM
    • Admins can select which agents have this ability. 
    • Once a screenshot is taken, enabled agents can adjust the brightness, colors, and contrasts of a photo. 
    • Agents can also draw, annotate, adjust, crop, or rotate a photo as part of a Visual Journey.

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Improved UI and UX for Switching Local/Remote Video

  • In SightCall VISION, there is an improved UI screen touch experience for switching video layout on a screen from 'Picture in Picture' to Large screen.
    • Available to all user experiences across the SightCall Plugin, Mobile App, or Web Browser.
    • Guests can do this on their own device. 
      • Agents cannot do this remotely on a guest's device.

 

Bug Fixes

  • Fixed issues pertaining to HD snapshots.
  • Fixed UI issues for admins
  • Fixed issues for search bar in Call Routing pane. 
  • Fixed issues pertaining to dashboard display in Admin portal. 
  • Resolved occasional issues in password resets.
  • Fixed issues experienced for exporting data pertaining to large number of agents
  • Stabilized audio for agents. 
  • Fixed problem with custom agent field not being visible while creating new user. 
  • Removed issues pertaining to export/import of JSON files generating an error.
  • Aligned reporting data format for MobilePackageVersion and SoftwareVersion. 

P.S.: New features or product improvements occurring on the VISION platform will not be available on the Visual Support Classic platform. 

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