1stream Speeds, New Webhook, and Client Alert Paging
1stream Speed Improvements
We've made some fairly large changes to how the frontend 1stream Client communicates with the backend server, and we've seen a noticeable increase in speeds since doing so.
We've marked a near 50% decrease in the number of backend calls being made, with no impact to the functionality of the frontend, and this has translated to much faster response times on each call.
Customers who utilize the Custom Statuses feature should see a marked improvement in the response time between the time they switch their status and the time it reflects in the phone system, and managers using the Supervisor Dashboard will notice that the user status updates faster there as well.
TranscriptionReady Webhook
Requires 1stream Enterprise or higher to enable Call Transcription
A new webhook has been added, TranscriptionReady, which will only trigger once the call transcription has been processed, removing the need for regular polling to determine when the transcription is complete.
This does require the Call Transcription Integration to be enabled with one of the supported providers, Google, Microsoft, or Amazon.
Check out our updated documentation below which covers how to configure these webhooks as well as example body responses so you know what to expect on the other end.
1stream Webhooks
Automatic Paging on "Max Queue Count"
Requires 1stream Core or higher
Our Client Alerts feature allows you to alert your team whenever certain thresholds are triggered, such as the maximum number of callers in queue.
We've now added additional options specifically to the "Max Queue Count" alert, which allows you to send an audio notification to an extension with the current call count.
This enables you to, for example, call a paging system in a call center to announce "There are 3 or more calls holding" to your entire staff, and it will automatically replay every X seconds until the issue is resolved.
See our document below for more information on how to configure this capability for your team.
Client Alerts in 1stream
Quality of Life and Bug Fixes
- We've added additional logic to the SFTP Synchronizer so that if a user@address is entered as the host name, we will use that for login instead of the SFTP Username field. Previously this would just cause the system to fail to offload files.
- Running 1stream Reports using the DD/MM/YYYY format was previously causing a nvarchar error, that has been corrected and either date format should work properly now.
- We've corrected a bug in the CallEnd webhook where it was not properly firing.
- A bug blocking the deletion of recordings within the Storage > Recordings menu has been resolved, and you should now be able to delete recordings normally again.
- Systems using High Availability have been updated with increased redundancy monitoring and reduced response time in the event of an outage.
- We corrected a brief monitoring issue which caused High Availability customers using 1stream to have incorrect data display on the Supervisor Dashboard.
FFotW: CrewHu Integration
Forgotten Feature of the Week
Available to anyone with a 1stream Core license or higher, our CrewHu Integration allows for you to ingest your calling data into the CrewHu system, where you can then make contests based on call activity to award points.
This enables you to incentivize your team on higher call acceptance/answer rates, using gift cards or other rewards, to hopefully reduce hold time for the customers.
See our article below for more information on how to configure this capability.