Expanded Webhook Support, OpenAI Sentiment Reporting, and More!
Additional Inbound Webhooks for Signal
Available to 1Stream Engage licensed users and above.
Last month we added the ability to trigger the Signal on-call alerting system via Inbound Webhooks starting with NinjaOne. We've expanded on this and now have support for DattoRMM, Nerdio, and more. Stay tuned for additional 3rd party Webhook integration support in the future.
OpenAI Sentiment Call Reporting
Available to 1Stream Enterprise licensed users and above.
Assuming you've already configured Call Transcriptions with OpenAI, you can now easily report of off call sentiment scores so that you can proactively or reactively address customer experience and staff training.
1Stream Launches OpenAI Sentiment Call Reporting
Autotask & Kaseya BMS - Intelligent Call Routing Agent
Available to 1Stream Core licensed users and above.
Ticket Number Call Routing now supports the default ticket number format for Autotask & Kaseya BMS (T<Date>.<Increment>). The ticket will automatically popup in the 1Stream Client for your agent when a valid ticket number is entered by the caller.
Microsoft Azure Virtual Desktop (AVD) Integration
Available in all 1Stream plans.
We've tested and verified functionality of all voice applications within Microsoft Azure Virtual Desktop (AVD). If you have adopted Azure Virtual Desktop's as your user facing work environment, we've got you covered.
1Stream Launches Microsoft Azure Virtual Desktop (AVD) Integration
Quality of Life and Bug Fixes
- Our support team can now adjust the ringtone of the web client softphone if you feel the desire to change that to one with a lower volume
- We've added a new "Untagged calls" report to 1Stream. This allows you to view calls that were not associated with a ticket in the 1Stream Client.
- We've added a Recordings graph to the system-level dashboard to track your recording storage percentage
- We've added new forms to the support portal for Updating Device Wallpapers and Updating the Web Client (PWA) Ringtone
- The 1Stream Client browser extension has been updated to better handle certain dropdowns that occur in the softphone UI
- We've added a simple Copy button next to Call Transcriptions shown in the 1Stream Admin Portal reporting.
- A bug was corrected with the IP Blacklist menu where new IPs could not be added properly
- A bug was corrected in the 1Stream Client where ticket tags could not be removed from a call record.
FFotW: Marked Titles
Forgotten Feature of the Week
Available to 1Stream View licensed users and above.
This functionality in 1Stream makes it where VIP clients can be identified clearly by your agents. The titles and territories that are listed in these sections of 1stream are highlighted in a red box that flashes, making sure that important contacts with those titles are recognized faster.
We've also got a document and video guide covering this.