Miscellaneous Improvements

This section lists changes to the existing functions and features.

Customizable Product Name and Logo

Sinch Contact Pro partners can request from Sinch to replace the Sinch brand and Contact Pro product name with an alternative product name and brand. This applies to the following UIs:
  • Communication Panel
  • Supervisor Dashboard
  • Launchpad
  • Visitor Chat Configurator

For more information, contact Sinch.

Reporting Improvements

Fields ChatContent, ScriptResultContent, InternalRemarkContent, and CADContent have been added to BusinessObjects, along with a new Volume report, Volume 7 - Contact log with content. The report is otherwise the same as Volume 7 - Contact log but also contains the new fields. Read more about the report in the Monitoring and Reporting document.

Fields InternalRemarkContent and CADContent have been added to personal data clean-up for anonymization. The contents of both fields are replaced with text {Anonymized by DPO}.

Chat response information (fields CountOfChatInReply, CountOfChatInTotalReply, ChatInReplyTimeInSeconds, ChatInReplyMedianInSeconds) has been added to conversation statistics in the reporting database. In addition, calculation of ChatInReplyMedianInSeconds in agent statistics has been fixed.

Support for Sinch Chat has been added to monitoring and reporting.

Data Anonymization

Information in internal notes as well as attached data can be anonymized with the Data Protection Officer (DPO) tool.

Quality Management​ (QM)

Quality Management systems such as Calabrio can fetch Sinch Contact Pro call recordings from the Amazon S3 bucket. Now also the matching Contact Trace Record (CTR) json files, which contain the call relevant metadata, are delivered.​