Communication Panel (CP)

The following changes and improvements have been made in Communication Panel.

Conversation list timers

It's now possible to show timers for the active conversations in the My conversations list.

  • Elapsed time since the conversation arrived (applies to calls, emails, and chats)

  • Elapsed time from customer’s last message (applies to chats)

  • Elapsed time from agent’s last message (applies to chats)

Agents can also sort the active conversations based on the following criteria:

Preferred agent information

The offering screen now shows the following:

  • The You are currently the preferred agent text when the agent's status is Not ready and there's a chat is waiting for the preferred agent to accept the offered conversation

  • The subject in case of conversational messaging chats

Undo and Redo buttons

The email editor toolbar now includes buttons for reverting and reapplying changes in blocks instead of individual keystrokes.

Extension area split view

Communication Panel agents can now open two extensions side-by-side in the extension area if this has been allowed by the administrator in System Configurator. When the agent has turned on the split view, the second extension they click on opens to the right side of the first one. The next extensions they click on will replace the right-side extension. The first opened extension is permanent and stays open on the left side.

If the extension area is open as a pop-up window, you can only have one extension open at a time.

Live transcription and AI analysis (beta)

It's possible to help agents handle incoming queue calls with AI. Using a live transcription of the call, AI can carry out an analysis on the call and show the results in the AI extension during the call. Communication Panel agents can see both the transcription and analysis or only the analysis, depending on the configuration. By default, the analysis includes fields:

  • Suggested actions: three best suggestions for next steps in the conversation

  • Context: a concise characterization of the context of the conversation

  • Keywords: a few keywords to describe the conversation

  • Language: the language of the conversation

  • Sentiment: the customer sentiment in the conversation

  • Summary: a compact summary of the conversation

You can customize the AI analysis by defining a prompt in System Configurator.

Supported languages for transcription and analysis are English, Spanish, French, German, Italian, and Portuguese.

To use live transcription and AI analysis, please create a service request or contact your Sinch account manager.

Post-call transcription and AI analysis

Several improvements have been made to the post-call transcription and AI analysis view:

  • You'll find the post-call transcription under Queue recording, User recording, or Campaign recording, depending on the recording owner.

  • The view has been updated with new colors. The view follows the selected Communication Panel theme.

  • Sentiment distribution is shown per speaker (customer, agent, consulted agent).

  • Talking time distribution:

    • Has been revised from a pie chart to a bar chart

    • Shows both as a duration and percentage

    • Shows duration of possible overlap and silence during the call

  • Playback timeline shows speech per speaker and has a toggle for displaying sentiment.

    In sentiment mode, sentiment is shown:

    • Per speaking turn in the playback timeline

    • Per speaker sentiment change on a line graph

  • In the transcription, positive and negative sentiments for speaking turns in the conversation are depicted with an arrow.

Note: AI-generated content may be incorrect.

Video assistance picture-in-picture

The Video assistance extension now has a button for opening the video as picture-in-picture in addition to the full screen button . These buttons are only available if the environment allows using them. One or both of them may be disabled, for example, when Communication Panel is embedded into another application.