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Audara Version Releases

Version 25.2.1 (More Recent)
Version 25.2.1
Version 24.12.2
Version 24.11.3
Version 24.8.2
Version 24.7.1
Version 24.6.1
Version 24.2.1

Version 25.3.2 (More Recent)

New Agent Status and Time Tracking in the Supervisor Panel

Now, in the Supervisor Panel, you can monitor each agent’s real-time status not only with color indicators but also with a descriptive label and the time spent in each status: Busy, Available, On Break, and ACW (After Call Work).

Additionally, you can easily sort agents by status duration by clicking on the column header, allowing you to view them in ascending or descending order for each channel.

New Video Call Feature for WebChat

Now you can make video calls with your clients directly from the WebChat channel. All video calls are automatically recorded in full, allowing you to review them anytime to enhance quality control. Additionally, you can download them and access a complete interaction history, with advanced filtering options for more efficient management.

New Data and Alert on ACW Time and Pauses.

Now, in addition to viewing agents’ time in ACW and Pause, you can also see the exceeded time per status. Plus, you have the option to set up alarms on the dashboard to notify you when the established limit is exceeded.

Assisted and Blind Transfers from WebPhone

Now, WebPhone features an exclusive new functionality that allows you to transfer calls more quickly and efficiently. With just one click, you can choose between blind transfers or assisted transfers.

Live Extension Status in WebPhone

Now, from WebPhone, you can view the real-time status of active extensions with just one click. This allows you to quickly identify which agents are available, optimizing productivity.

Floating WebChat Widget on the Web Button

New floating widget, allowing your customers to quickly interact with chatbots and agents without leaving your website. Simply link it to a web button and integrate it into your page’s code.

New Abandonment History for Inbound Calls

New Abandoned Call History Report for Inbound Campaigns. Access detailed information on each abandoned call, including its duration, and make strategic decisions based on precise interaction data..

Video Call Monitoring in Supervisor

Audara offers the best real-time monitoring tools. Now, in addition to supervising live chats between agents and customers, you can also monitor video calls in real time.

Additional Enhancements

    • New Chat Campaign Activity Widget in the Dashboard.
    • Second call on WebPhone no longer puts the first call on hold.
    • Removed old or deleted extensions from WebPhone view.
    • Default OpenAI model adjustment in the integration.
    • CRM integrations for chat campaigns.
    • HubSpot integration from IVR for campaign pop-ups.
    • Supervisors can now view chats directly from the active chat modal.
    • WebPhone now displays which line is ringing.
    • New tone notification for second line ringing.
    • FlowOut percentage data added to the Supervisor panel.
    • Login time measurement adjusted for agent reports.
    • New chat campaign activity report.
    • New chat abandonment report.
    • New chat service level report.
    • New customer details report for chat.
    • Auto-answer now only picks up the first call, not the second.
    • Added inbound call abandonment history report.
    • Fixed occupancy time report to correctly display AHT in all cases.
    • File attachments now supported in Chatbot messages.
    • Fixed issue where Chatbot required ChatGPT to function.
    • Adjusted time and occupancy report.
    • Agent panel now displays totals per channel instead of per phone.
    • Transfer button removed from the agent panel.
    • Fixed visual issue when receiving an extension call during a chat.
    • Calls can now be sent to surveys based on call disposition.
    • Removed links from call tracking reports at the last level.
    • Added number field in call tracking filters.
    • Push notifications added to WebPhone.
    • Extension statuses added to WebPhone.
    • New chat details available in the agent panel.
    • New general data per channel for WebPhone users in the agent panel.
    • Updated WebPhone transfer method to free up agents.
    • Transfers to extensions now available in WebPhone.
    • Added ringtone for second call on WebPhone.
    • Transfers can now be made while viewing the extension directory.
    • Visual adjustments to WebPhone.
    • General improvements and bug fixes.

Version 25.2.1

New Availability and Breaks Button in the Agent Panel

Now, the agent panel includes a new button in the header that displays their real-time status and automatically updates based on the agent’s actions within the panel. It also features a timer that tracks the duration of each state. Additionally, it allows agents to quickly view and select breaks while remaining visible even when navigating through other views within the Audara application.

CSAT, FCR, and NPS Surveys in Voice Calls

Conduct post-call surveys to better measure your Contact Center’s efficiency. New CSAT, FCR, and NPS survey module, easy to configure and implement.

New Real-Time FlowOut Data and Widget in Supervisor Panel

Now you can have a real-time count of calls that FlowOut from one inbound campaign to another directly from the supervisor panel, without losing sight of anything.

Additional Improvements

    • Satisfaction Survey by Agent per Campaign in Inbound
    • FCR Resolution Survey by Agent per Campaign in Inbound
    • NPS Recommendation Survey by Campaign in Inbound
    • Survey Data in Dashboard Widget
    • Inbound Survey Report
    • CSAT, NPS, FCR in Inbound Call History
    • New Survey Application in IVR
    • Preview Audio Files in the Audio Module
    • Preview Audio Files in the IVR Module
    • New Icons in the Audio and IVR Modules
    • Copy and Paste Steps in IVR
    • Adjustment in Show to Peers to Run Every 30 Seconds Instead of 15
    • Hover Effect on IVR Buttons
    • Navigate to a Specific Step in IVR
    • Alerts for IVR Configuration Issues
    • New Quick Conference Button in WebPhone
    • CSV Upload in CRM “Selection” Fields
    • STT for Outbound Channel
    • Satisfaction Survey for Chat Channels
    • New Agent Availability Time Data in Supervisor
    • New Availability Time Data in Agent Panel
    • New Channels and Campaigns View in Agent Panel
    • New Pause View in Agent Panel
    • Active and Logged-in Chats Visible in Agent Panel
    • Video Call Recordings Saved in Widget History
    • Integration Model Selector Added for OpenAI (4o and 4o Mini)
    • Correction of Outgoing Extension Call Names
    • Visual Fix in WebPhone Signal Meter
    • New Chat Campaign Activity Report
    • New Chat SL Report with Custom Time Field
    • New Chat Customer Data Report
    • New FlowOut Data in Supervisor
    • General Improvements and Bug Fixes

Version 24.12.2

AI-Based Matching Categories and Analysis for Quality Control

Take Your Quality Control to the Next Level by using different types of categories for Speech Analytics, from word or phrase matching patterns to advanced AI analysis through custom prompts and/or call summaries. This allows you to understand sentiment, topics, or any relevant aspect of the operation without manually reviewing each call.

Note: AI analysis requires an integration with OpenAI, which incurs an additional cost based on usage.

Smart Tags for Quality Control

Create Custom Tags in the New Quality Module to easily classify calls. Tags are automatically assigned when specific categories are met.

Quality Control Widget in the Supervisor Dashboard**

New Quality Control Widget for the Live Dashboard. View an average rating and category compliance for campaigns, groups, or all inbound campaigns.

AHT Measurement for Agents and Campaigns in the Panel.

Now You Can View Occupancy Time or AHT in the Live Dashboard from the Supervisor Panel. You can see the time in seconds or combine it with ATT.

New Internal Documentation and Help Module (BASIC)

Audara Documentation to better understand each module with complete explanations of every function and feature. Updated monthly with new articles.

New Live Chat for Internal Support

Now You Can Chat Directly with Our Support Team from the Application for a quick and efficient response to your inquiries.

New WebPhone Features for Customizing Sounds

Customize the WebPhone Even More with new options such as a sound notification when a call ends or the ability to mute the dial pad while dialing.

Additional Improvements

  • Speech Analytics with Open AI
  • Speech Analytics by Specific Campaign Tagging
  • Transcription with Open AI
  • Speech Analytics Report by Campaign
  • Speech Analytics Report by Agent
  • Speech Analytics Report by Campaign Categories
  • Speech Analytics Graphs
  • Download Speech Analytics Data in CSV
  • Download Comments from Speech Analytics
  • Download Call Summaries with AI in Speech Analytics
  • Download Transcriptions
  • Manual Transcription for Outbound Calls with Open AI
  • New Answered Calls Widget Graph for Inbound
  • New Answered Calls Widget Graph for LiveChat
  • Support Chat Widget Included in Audara for Administrators
  • Integration for Outgoing Emails
  • Complete Help Guides for Chat Modules
  • Visual Adjustments in the Panel
  • Organizable Tables with Clickable Headers for Supervisors
  • WebChat Channel with Customizable Widget Available
  • Option to Hide Fields in CRM
  • Ability to Rename Basic Fields in CRM
  • General Improvements and Bug Fixes

Version 24.11.3

Speech Analytics and Quality Control

New Speech Analytics and Quality Control Module that automatically transcribes conversations and analyzes dialogues between agents and customers using custom rules and matching patterns. It generates a rating based on the fulfilled categories, providing greater control and measuring the efficiency of agents and campaigns overall.

New Occupancy (AHT) Report by Agent and Campaigns

Now You Can Measure Agent Occupancy Individually, Across an Entire Campaign, or the Entire Call Center to get real-time insights with the new AHT report.

New Graphs for All Campaigns in Campaign Activity

New Graph View for the Campaign Activity Report, allowing you to visualize the performance of all campaigns in a single chart.

Additional Improvements

    • Unique ID Filter Added in CDR
    • Transfers Added in CDR
    • AHT Data by Agent Added to the Supervisor Panel
    • AHT Data by Campaign and Groups Added to the Supervisor Panel
    • AHT Data for Chat and Outbound Added to the Supervisor Panel
    • AHT Added to Inbound and Outbound Call History
    • Browser Pop-Up Message to Activate Microphone for WebPhone
    • View Assigned Agents in Pause Groups Added
    • Pause Groups Assigned Cannot Be Deleted to Prevent Agents from Being Left Without Pauses
    • Agent Interaction Report Now Displays All Campaigns and Groups
    • New Graph for Agent Interaction Report
    • New AHT Data by Agent in the Activity Time Report
    • New AHT Data by Agent in the Real-Time Agent Panel
    • New Graph per Agent for Agent Effectiveness Report
    • Supervisor Panel Can Now Be Sorted by Different Data from Table Headers
    • New Avatar Styles (Beards)
    • All Audara Graphs Updated for Better Performance (New Library Version)
    • Automatic Call Transcription
    • CRM Search Fix from the Panel
    • Option to Mark a Chat as Inactive Instead of Closing It After X Time
    • Visual Adjustment with Blur Effect in Modal Backgrounds
    • CSV Download Adjustment for Call Tracking
    • Upload and Download Chatbot Flows
    • Restriction on Deleting Pause Groups if Assigned
    • General Improvements and Bug Fixes
     
     
     
     
     
     

Version 24.8.2

Screen Sharing Between Agents and Supervisors (BETA)

Now, a supervisor can request an agent to share their screen in real time without the need to install any additional applications. Using Audara and just a web browser, any agent can share their entire screen effortlessly with just a few clicks.                                                                                                                                         The supervisor can only share their screen with one agent at a time; it is not possible to share with multiple agents simultaneously.

Note: This feature is available on any browser, but we recommend using Chrome for greater stability.

Measure your agents' effectiveness with the new conversion metric.

Now, you can accurately measure your agents’ effectiveness with the new conversion metrics per agent and campaign, available both in real-time and historical reports. You can define the desired conversion for each campaign and set a daily goal, allowing agents to earn badges. At the same time, they can track their conversion progress in real-time from their panel throughout their shift.

Additionally, a historical ranking report has been added to measure agents’ performance across different channels. New data points have also been incorporated into the supervisor panel, along with widgets in the Panel, to monitor this metric in real-time and continuously assess effectiveness.

Voice-to-Text Transcription with AI for Calls (BETA)

The ability to transcribe your voice calls to text (TTS) has been added to the new recordings report with AI included in Audara (BETA). The transcription quality will depend on the call quality, the audio between both parties, and the model used (the better the model, the longer the transcription time).

Upload profile pictures and create custom avatars.

Go to your profile settings and upload your favorite profile picture or create a custom avatar with dozens of options and styles included in this version of Audara.

New group view for the Panel.

Now you can view your supervision panels not only by campaigns but also by different campaign groups. Some widgets do not apply to group summaries and can only be used for individual campaigns.

Botón web personalizado para atención por chat y WhatsApp

You can add a custom button to your website with floating messages that encourage your customers to contact you via chat or WhatsApp.

New campaign activity graph for the Panel.

Now you can use the campaign activity widget for the INBOUND channel. This widget provides a real-time graph displaying calls by time intervals.

New options to measure conversion in the Panel.

New conversion widget for all channels with a custom threshold per campaign to monitor your agents’ effectiveness in real time.

Additional Improvements

  • New filters and fields for chat history.
  • Chat queue entry without agents.
  • Automatic chat response.
  • Spy on active chats live from the supervisor.
  • View active chats with chatbots and transfer them.
  • New chatbot report.
  • Link to the version updates page.
  • New wiki-style help for the user module.
  • Adjustments in CRM search from a preview dialer.
  • General improvements and bug fixes.

Version 24.7.1

New data and functions in the supervisor panel.

Now you can view groups in Inbound, filter campaigns by groups, and access new data such as average queue time, average call time, and new tabs for view switching..

New recording report with preview, tags, and comments.

Now you can view groups in Inbound, filter campaigns by groups, and access new data such as average queue time, average call time, and new tabs for view switching.

AI Copilot for Agents with ChatGPT.

Now you can view groups in Inbound, filter campaigns by groups, and access new data such as average queue time, average call time, and new tabs for view switching.

New Widgets in the Panel

Now you can view queue time (maximum, minimum, and average), call duration (maximum, minimum, and average), and classifications in the dashboard as both a list and a graph in the Panel.

New Supervisor Agent View

Now you can see all connected agents and their statuses across different service channels—Inbound, Outbound, and Chat—in one place, with filters for active, on pause, and busy agents.

Additional Improvements

  • New Audara Home.
  • Added the ability to view and download CRM contact data in the inbound history report.
  • Links added between extensions in the user list and users in the extension list.
  • Added outbound WhatsApp and WhatsApp template configuration.
  • Transfer chats between agents.
  • The recordings report now shows the number of selected items.
  • OUTBOUND added to the recordings report.
  • CRM now indicates the number of selected contacts.
  • New “AI” module added to configure ChatGPT with usage limits.
  • Supervisor panel thresholds are saved even after logout.
  • Unanswered ring threshold added to the supervisor panel.
  • Chatbot now accepts voice notes (TTS).
  • General improvements and bug fixes.

Version 24.6.1

IIntegration with Official WhatsApp Business API

Now you can take omnichannel service to the next level by integrating WhatsApp into your support channels with the new official WhatsApp Business API integration in Audara. Enhance WhatsApp with the power of the best customer service tools on the market through Audara.

AI-Powered Chatbot.

Create chatbot flows as simple or complex as needed using Audara’s AI-powered visual chatbot editor, providing personalized and automated customer support 24/7 across your chat channels.

AI-Powered Chatbot

ChatGPT integrated into Audara’s new chatbot. Train your own AI-powered virtual assistant to provide the best customer service. Use different modes to deliver personalized responses, utilize prompts, or deploy trained assistants.

New Directory in WebPhone.

Now, WebPhone integrates a new view: an active extensions list that can be filtered by department, name, or extension number.

Contact History in the CRM.

Now you can view the interaction history for chat and voice channels of a contact, along with a modification history, changed fields, creation details, who made the changes, and more.

Additional Improvements

  • Queue time added to the inbound call history.
  • ATT data added to the “Agent Activity Time” report.
  • Campaigns and campaign groups added for WhatsApp.
  • Configuration module pages now remain open even when entering and exiting edit mode.
  • WebPhone now displays a red circle if it lacks browser permissions.
  • General improvements and bug fixes.

Version 24.2.1

Live Supervision Panel

The first version of the Supervision Panel allows you to customize the data you want to view by campaign and service channel (Inbound/Outbound), as well as a split-screen mode to monitor two channels or two campaigns simultaneously.

New Internal Chat Between Agents and Supervisors

Now you can have private chats and group chats between agents and supervisors. Chat must be enabled in user roles.

Custom Supervision Data Thresholds

Audara adapts to your operation with the new real-time threshold system for supervisors. Make immediate decisions and achieve your goals.

Mobile Version for the Supervision Panel

You can access the supervision panel from any mobile device, whether a tablet or a smartphone, and continue monitoring operations wherever you go.

Additional Improvements

  • Option to view the supervisor panel in full-screen mode.
  • Dark mode for the Panel.
  • Mobile version of the entire application.
  • List of connected extensions in WebPhone.
  • General improvements and bug fixes.

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