Synthetix Cloud v5.8.1

Video Calling Improvements

We've enhanced video calling with new configuration options, improved agent availability controls and a more flexible administration experience.

What changed

• New configuration options have been added for video calling, including recording, transcription and screen sharing where supported.
• Agents can now be automatically marked as unavailable during a video call to help manage workloads.
• Options are available to prevent new chat requests being assigned while a video call is in progress.
• Integration settings have been improved to support a wider range of configuration options.
• General usability and reliability improvements have been made across video calling and administration.

Impact

• Organisations have greater control over how video calling is configured and managed.
• Agents can focus on active video conversations without receiving additional chat requests, where enabled.
• Video calling and integration management are more reliable and easier to configure.