o1 Release Notes 25 - May 2026

We’re excited to introduce new enhancements designed to help teams work more efficiently, improve visibility into performance, and streamline communication workflows.

These updates empower agents and supervisors with better insights, improved collaboration, and a more seamless day-to-day experience.

To ensure you have access to these new features, please update your CloudCall application:

CloudCall Desktop App (Microsoft Store)

• Turn on auto-updates in Microsoft Store settings, or
• Update directly from the Microsoft Store

CloudCall Desktop App (Mac – App Store)

• Turn on auto-updates in Mac App Store settings, or
• Update directly from the Mac App Store

CloudCall Mobile Apps (iOS & Android)

• Turn on auto-updates in your device settings or app store, or
• Update directly from the App Store (iOS) or Google Play Store (Android)

Auto Language Detection for Transcription

Transcriptions now automatically detect the spoken language in calls and generate transcripts accordingly- no manual language selection required.

Key Benefits

• Automatic Language Recognition
  The system detects the language spoken during a call and generates the transcription in that language.
• Improved Accuracy for Global Conversations
  Helps ensure transcription accuracy for multilingual calls without requiring configuration changes.
• Seamless Agent Experience
  Agents can focus on conversations without worrying about selecting the correct transcription language.

How It Works

• When a call recording is processed for transcription, the system analyzes the audio.
• The spoken language is automatically detected.
• The transcription is generated in the detected language.
• The transcript appears in the call details alongside the recording.

Ideal for

• Teams handling multilingual customer calls
• Businesses operating across multiple regions
• Improving AI-powered insights and call summaries

📩 Voicemail Transfer to Inbox

Voicemail messages can now be automatically delivered to a user’s inbox, making it easier for agents and teams to manage and respond to missed calls.

Key Benefits

• Centralized Message Management
  Voicemails are delivered directly to the user’s message inbox.
• Faster Response Times
  Agents can quickly listen, review, and respond to voicemails without switching tools.
• Improved Workflow Efficiency
  Keeps all communication - calls, messages, and voicemails in one place.

How It Works

• A caller leaves a voicemail.
• The voicemail is processed by the system.
• The message is automatically delivered to the agent’s Inbox.
• Agents can listen, review details, and follow up with the customer directly.

Ideal for

• Sales teams managing inbound leads
• Support teams responding to missed customer calls
• Teams that rely on centralized communication workflows

📊 Agent Performance Dashboard

Agents now have immediate visibility into their personal performance metrics with a new Agent Performance Dashboard available upon login.

This dashboard helps agents monitor progress, understand performance trends, and make data-driven decisions.

Key Metrics Available

• Call Activity Overview
  • Total calls handled
  • Outbound calls
  • Inbound calls
  • Missed calls
• Call Duration Metrics
  • Average call duration
  • Total talk time
• Performance Insights
  • Individual activity trends
  • Daily and weekly performance tracking

Benefits for Agents

• Immediate visibility into personal performance
• Ability to track productivity and progress
• Increased ownership of performance outcomes

Agent Access to Queue Performance

Agents can now view performance metrics for the queues they are assigned to, giving them better context about team workload and service levels.

Key Metrics Available

• Queue Call Volume
• Answered vs Missed Calls
• Queue Wait Times
• Overall Queue Activity Trends

Benefits

• Greater Transparency
  Agents can understand how their queues are performing.
• Better Decision Making
  Helps agents prioritize availability and manage workloads.
• Team Awareness
  Provides visibility into how individual performance contributes to overall queue performance.

Summary

These new features provide greater visibility into conversations and performance while improving communication workflows:

• Auto Language Detection improves transcription accuracy for multilingual calls
• Voicemail Transfer to Inbox centralizes voicemail management
• Agent Performance Dashboard empowers agents with personal performance insights
• Queue Performance Visibility helps agents understand team-level call activity

Together, these updates help teams work smarter, respond faster, and gain deeper insights into their customer conversations.

Frequently Asked Questions (FAQs)

General

Who will have access to these new features?
Feature availability depend on your admin configuration. These features are included in all plans.

Do these features require additional setup?
Most features are enabled automatically. Some dashboard permissions and settings may require Customer’s Admin configuration.

Auto Language Detection for Transcription

Which languages are supported?
The system supports multiple commonly used languages (See list below). Supported languages may expand over time as transcription capabilities evolve.

Spanish - es - Transcription only
English - en - Transcription & call summarization
Hindi - hi - Transcription only
Japanese - ja- Transcription only
Russian - ru - Transcription only
Ukrainian - uk- Transcription only
Swedish - sv- Transcription only
Chinese - zh- Transcription only
Portuguese - pt- Transcription only
Dutch - nl- Transcription only
Turkish - tr- Transcription only
French - fr- Transcription only
German - de- Transcription only
Indonesian - id- Transcription only
Korean - ko- Transcription only
Italian - it -Transcription only

Do users need to manually select a language?
No. The language is automatically detected during transcription processing.

Will multilingual conversations still transcribe accurately?
The system is optimized to detect the primary spoken language within a conversation. Accuracy may vary in conversations with frequent language switching.

Voicemail Transfer to Inbox

Where can users access transferred voicemails?
Voicemails will appear directly within the user’s Voicemail Inbox alongside other communication records.

Can users listen to voicemail recordings from the Voicemail inbox?
Yes. Users can open and play voicemail recordings directly from the Voicemail Inbox view.

Are voicemail notifications supported?
Yes. Standard notification workflows including VM transcription continue to apply based on user settings.

Agent Performance Dashboard

Can agents only see their own metrics?
Yes. Agents can view their personal performance data based on their assigned permissions.

Are dashboard metrics updated in real time?
Metrics are refreshed regularly to provide near real-time visibility into activity and performance.

Can supervisors still access team-wide reporting?
Yes. Supervisor and admin reporting capabilities remain unchanged.

Queue Performance Visibility

What queue information can agents see?
Agents can view queue-level metrics such as call volume, missed calls, answered calls, and wait times for assigned queues.

Can agents see other agents’ individual performance?
No. Agents only have access to queue-level operational metrics and their own individual performance data.

How does this help agents?
Queue visibility helps agents better understand workload trends, improve responsiveness, and support team efficiency during peak periods.

For additional information, please contact your Customer Success Manager or CloudCall support staff.