This release introduces smarter oversight tools for Supervisors and Admins, more control over your CRM integration, a smoother experience during call transfers, and faster click-to-call for supported ATS/CRM platforms.
To ensure you have access to these new features, please update your CloudCall application to v993:
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)
Who This Affects
- C3 Insights for Supervisors and Admins — requires AI Companion (C3) enabled on your account
- CRM deeplink and notes controls — affects Salesforce CTI plugin users and other users not using Bullhorn CRM
- Attended transfer improvements — affects all agents making and receiving calls
- Auto-Answer for click-to-call — applies to calls placed through supported ATS/CRM platforms, such as TrackerRMS
No action is required unless you'd like to enable or reconfigure one of these features. See Getting Started below.
C3 Insights Dashboard for Supervisors and Admins
C3 Insights, the AI-powered evolution of the standard Insights dashboard, is now available to Supervisors as well as Admins.
Supervisors get:
- A natural-language "Ask AI Companion" panel
- An automatically ranked Contact Call Plan (Top Plans / At Risk / On Track)
- Sentiment and topic trends
- Live coaching tools, alongside the KPI strip and live agent status you already use
Admins get a new way to view that same intelligence across every supervisor's team, without needing to log in as that supervisor.
For full details, see:
- C3 Insights Dashboard for Supervisors
- C3 Insights Dashboard for Admins
What's different for Admins:
Instead of an open search bar, Admins see a "C3 AI Insights by Supervisor" panel. From here, you can select a supervisor and team (or All Teams) to view insights they've already generated, including Contact Call Plans, Sentiment Trends, Key Topic Trends, Weekly Team Pulse, Daily Agent Debrief, and Cohort Comparison.
| Admin Access Level | What It Can Do |
|---|---|
| Standard (no personal C3 Insight license) | View any supervisor's generated Team Wide and Targeted Insights, drill into Contact Call Plans, and use Team Performance, User Live Stats, and live coaching (Monitor / Whisper / Barge) |
| Licensed (with a personal C3 Insight license) — coming soon | All of the above, plus the ability to run new AI Companion queries for any supervisor's team on demand |
CRM Pop-up Improvements — Deeplink Controls
These updates give you more control over how the CRM pop-up behaves and how call notes are captured.
| Improvement | What Changed |
|---|---|
| Deeplink by call direction | The "Open CRM deeplink when calling" setting can now be turned on independently for inbound calls, outbound calls, or both — rather than one all-or-nothing toggle. Existing accounts keep current behavior (both directions) until changed. |
| Save notes mid-call | Notes in the Salesforce CTI plugin can now be saved while a call is still in progress, and edited afterward, rather than only at call end. |
| Notes location for non-Bullhorn CRMs | If you don't use a Bullhorn integration, you can now choose where notes are captured independently of the deeplink setting. |
| Call category without notes | The Salesforce CTI plugin no longer allows a blank category — it defaults to the top category, so a category is always recorded, even if no notes are entered. If you don't use call categories, simply select "No category" from the dropdown. |
Attended Call Transfer Improvements
When an agent completes an attended (warm) transfer, the receiving agent's call screen now displays the contact's name and details — instead of the name of the agent who transferred the call. This means you can see exactly who you're speaking with the moment you pick up, without needing to ask or check the CRM first.
Auto-Answer for Click-to-Call
Click-to-call placed through supported CRMs/ATS platforms (such as TrackerRMS) is now faster and more seamless.
Previously: Clicking to call required two manual steps — clicking to call in the CRM, then answering the callback on your softphone or deskphone.
With Auto-Answer enabled: The manual answer step is removed. Your device automatically answers the incoming leg, plays a brief confirmation cue, and dials the contact right away.
| Step | Today | With Auto-Answer |
|---|---|---|
| 1 | Agent clicks to call in the CRM/ATS | Agent clicks to call in the CRM/ATS |
| 2 | CloudCall calls the agent back; the softphone or deskphone rings | Agent's device is called with an auto-answer indication |
| 3 | Agent manually answers their own device | Device answers automatically; a confirmation cue plays |
| 4 | The outbound leg to the contact is then dialed | The outbound leg to the contact is dialed immediately |
Auto-Answer is off by default and must be enabled per user by your administrator. It requires your device to be a supported o1 Softphone (Desktop) build or a supported deskphone, registered and idle at the time of the call. If Auto-Answer can't be applied (for example, your device is offline, on an unsupported version, or busy), the call will fall back to the standard manual-answer process — no calls are lost.
Why This Release Matters
- Supervisors and Admins gain team-wide, AI-generated insight into agent activity
- Admins can view supervisor-specific insights across every team without pulling reports or logging in as each supervisor
- Fewer unwanted CRM pop-ups, with notes captured in real time instead of rushed at call end
- Agents see the right contact immediately after a transfer — no more confusion over who they're speaking with
- Faster, more consistent click-to-call dialing, saving several seconds on every outbound call
Getting Started
- C3 Insights for Supervisors: Requires AI Companion (C3) enabled on your account. Contact your CloudCall account manager for add-on availability and licensing.
- Deeplink and notes controls: Available now in your CRM deeplink settings — no additional setup required.
- Attended transfer contact display: Enabled automatically, no configuration needed.
- Auto-Answer: Ask your CloudCall administrator to enable it for your user, confirm your device is on a supported version, and test with a known number before rolling out more broadly.
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