Freedom Updates

Want to know how long it takes for a call to be answered? Good news! This statistic is now added when exporting your call list.

Listening to voicemails is not always the most efficient way to call back the caller as quickly as possible. Sometimes the recorded message is hard to understand, or you need to listen to the voicemail again to note the information. We have come up with a solution: voicemail-to-text. The recorded message is automatically converted to text and sent to your email together with the audio file. This is done in a privacy-friendly way. Would you prefer not to receive a transcription? You will soon be able to turn this option off in the Voicemail module.

Statistics in the portal are now shown in real time. Previously these were updated daily and now they are always up to date. This gives you insight into your telephony statistics at all times.

Sometimes you are temporarily unavailable to customers, but want to be available to colleagues. This is now possible. We have added a new availability status to the User: available to colleagues only.

The status of users is now also visible in the portal. This means users can see the status of their colleagues at a glance, even if they do not use the mobile app or webphone.

The interface of the Queue Statistics has been improved. The statistics remain the same, but are now displayed with a donut chart. This gives you a clearer overview of the availability status of your colleagues.

Do you use the option to record your phone calls? We have changed something here. All calls that are put on hold will no longer be recorded. This means you only record the calls that really matter: the substantive conversations with your customer.

It is now possible to prioritise queues. Suppose you have an emergency line and a phone number for support. A queue is set up for both numbers. With the new priority option you set that the caller in the queue for the emergency line is helped faster.

The calling method 'Random ringing order' in the call group has been replaced by something smarter: Voys Reach. You do not need to do anything – we have automatically converted your calling method for you.

This lets you easily set when your company is open or closed. You also use this new feature to set up the opening hours around public holidays once, so you do not have to do it every year. Handy! You set up this module in the Freedom portal or in the Voys App. This option will follow in the Webphone later.