Zisson Interact 2025 – Nr. 5

08/09/2025

Functional Updates:
Wallboard – Agent History Widget
Agent-Initiated BankID Authentication
Call Other Agents via Agent Monitor
Use Agent Outgoing Number for Callback/Dialler
Return to Queue – External Queued Item
SMS Message Character Counter
Agent UX Improvements

Admin:
New IVR App Module
Report – Average Survey Score
Message Board – Clickable Links
Customer-Level Country Setting for Agent Creation
Admin UX Improvements

API and Integrations:
New Chatbot API
Tele2 Växel Improvements
O365 Update

Security:
iFrame Embedding Restrictions

Functional Updates

Wallboard – Agent History Widget

What is coming:

Added new metrics to the Agent History widget in Wallboard 2.0.

New metrics:

Queue Logged On Time – Total time the agent has been logged on to any queue during the interval.
Talk Time Total – All talk time for ended sessions in the interval.
Talk Time Total – Voice – Total talk time for all voice conversations (ended in the interval).
Talk Time Total – Written – Total peer session time for all written conversations (ended in the interval).
Talk Time Avg – Average talk time across all ended sessions in the interval.
Talk Time Avg – Voice – Average talk time for voice sessions (ended in the interval).
Talk Time Avg – Written – Average peer session time for written sessions (ended in the interval).

How it works:

Available as selectable metrics in the Agent History widget in the new Wallboard 2.0.

Agent-Initiated BankID Authentication

What is coming:

Agents can manually initiate BankID identification during an ongoing conversation.

How it works:

Collect the customer’s information during the conversation.
Initiate identification via Mobile BankID or desktop BankID.
Once identified, the status follows the customer across transfers to other agents or queues.

Call Other Agents via Agent Monitor

What is coming:

Start a direct call or transfer from the Agent Monitor with a single click.

How it works:

Within Agent Monitor, use the new call icon to dial the colleague’s current device/location.
Using softphone requires the user to be online; external phone/SIP devices will ring if associated with the location.

Use Agent Outgoing Number for Callback/Dialler Calls

What is coming:

Define the agent’s outgoing number as caller ID for callback or dialler campaigns.

How it works:

On a queue, admins can select the option “Use the agent outgoing number.”
All callback/dialler calls from that queue will use the agent’s assigned outgoing number as caller ID.

Return to Queue – External Queued Item (URL in Queue)

What is coming:

New limits for Max time with agent and Max time in queue on external written media (URL in queue and written media via SB).

How it works:

Max time with agent: After the limit, the conversation is automatically released back to the queue.
Max time in queue: After the limit, the conversation times out and follows fallback handling.

SMS Message Character Counter

What is coming:

Character counter shows message length and estimated SMS segments.

Available for:

Manual messages by agents
Messages defined via automation
SMS surveys

Note:

With dynamic variables, the final message length is not shown at creation time.

Agent UX Improvements

What is coming:

Incoming chat notification stays open at the bottom of the screen until accepted or it times out (if pressed outside the first frame).

Admin

New IVR App Module in IVR Flow Design

What is coming:

New IVR App module to extend IVR flows with dynamic features.
First add-ons: Send SMS, Send Email.
Replaces the legacy IVR macro option.

How it works:

Select the IVR App module in the flow builder.
Choose the app from the dropdown and configure parameters.

Report – New Metric in SMS Survey Report

What is coming:

Average Survey Score metric added for quick overview across responses.

How it works:

Available as a new column in the SMS Survey – Advanced module report.

Message Board – Support for Added Links

What is coming:

Clickable hyperlinks in internal messages and templates.

How it works:

Admins can insert links when creating or editing messages/templates.
Links are shown as clickable for all users and lead to external/internal resources.

Customer-Level Country Setting for Agent Creation

What is coming:

Default country can be set at customer level and inherited by new agents.

How it works:

Set the default country on the customer.
New agents inherit the setting; individual agents can still be adjusted manually.

Admin UX Improvements

What is coming:

Added search and sorting in admin views.

How it works:

Template admin: new search options for agent groups under templates.
Agent admin: new search in outgoing display number for personal locations.
Entry point admin: alphabetical order and sortable optional columns.

API and Integrations

New Chatbot API

What is coming:

Official API specification for third-party chatbot connectors.

How it works:

Implement the standardized spec in your bot.
Publish an endpoint for Zisson to connect directly.

Tele2 Växel Improvements

What is coming:

Private Calendar Posts: option in ZI Admin to hide subject/activity info.
Presence Icon Update: new tag on the T2 presence action icon for clarity.

O365 Update

What is coming:

New ZI Admin setting to make calendar posts private (hide subject/info).
Integration updated to use the Basic Calendar API requiring fewer grants.

Security

Security Update and Review

Based on findings from a recent security assessment, we have strengthened platform security.
Starting with the upcoming release, Zisson Interact can no longer be embedded in an iFrame, except for selected business applications.
We have explicitly enabled embedding in Salesforce, Zendesk, and Microsoft Dynamics.
This does not affect normal use of the service.
If you experience issues with these applications, please contact our support team.
If you need to embed Zisson Interact in other systems, please contact us. We will evaluate whether this can be allowed or if alternative solutions are available that can meet the need across multiple customers.