What's New?

We’re expanding LiveBank with two new options that give organizations more flexibility in managing conversations and automation. 

1. Automatic Call Transcription – with rules you control
   In the admin panel you can now define when and how call transcriptions are created. You may set rules for specific types of interactions to be transcribed automatically, or let the specialist decide to activate transcription during the call. This ensures compliance and insight where it matters, without overloading processes where transcription isn’t needed. 
2. Chatbot Scheduling and Traffic Management
   A new option in the control panel makes chatbot usage even more adaptable. Organizations can now: 
   • Define hours when the chatbot is active.
   • Decide what percentage of customer interactions go first to the bot, and what share is routed directly to live agents. 

This means more granular control over automation – adjusting chatbot presence to business hours, customer preferences, or seasonal peaks. 

Benefit: Greater efficiency and flexibility. Automation works when and where it adds the most value, while specialists step in exactly when they’re needed. 

We’ve added a new option in LiveBank that lets a specialist, during an active audio or video call, invite another agent directly into the same conversation. The only requirement is that the invited agent must be in a ready status to take the call.

No need to transfer or restart the session. You can seamlessly bring in the right expertise at the moment the client needs it.

Example:

A client discussing a mortgage has additional questions about investment offers. Instead of ending the call and redirecting them, the advisor instantly adds an investment specialist to the meeting. The client’s extra questions are answered on the spot, and once the matter is clarified, the first advisor can leave, handing over the conversation smoothly.

The result:

With fewer interruptions and faster responses, the client experience becomes more natural and connected. The overall service level is elevated, allowing clients to find more answers within a single conversation.

Managing team structures has become much faster. The Teams module in LiveBank has been enhanced with new features that reduce manual work and provide better control over configuration. We believe that time is better spent managing your team than clicking.

What’s new:

• Export team data to Excel for easy viewing, reporting, or documentation.
• Import teams from Excel – no more adding roles and tasks one by one.
• KEY – unique team identifiers for transparency when exchanging data.

Each team now has a unique KEY, visible and editable in Settings > Teams. Existing teams? Don’t worry—the system has already assigned IDs, matching them to current team names for a smooth transition. You can edit them at any time.

The biggest benefit? What used to take hours can now be done in minutes. Just upload one file and your entire team structure will be ready to go.

Less clicking. More managing. Smarter onboarding of new employees.

We’ve introduced a new report to give you even greater visibility into how your teams perform within skill-based routing. The Agent in Skill Group Report shows exactly how each agent performed in every skill group they were assigned to during active, unscheduled call handling.

What’s included:

• Daily aggregated data

• Based only on periods when the agent was eligible to take group calls

• Excludes direct calls to keep the focus on group performance

You can find the report in Statistics > Historical Reports > Agent in Skill Group. It’s filterable by date, exportable, and ideal for:

• Team performance insights

• Review meetings and evaluations

• Routing optimization and staffing planning

Less guesswork. More data. Smarter staffing decisions.