What's New in Attendant Console

A description of new user features in Landis Attendant Console for Microsoft Teams. For the complete list of updates, see Release Notes You can connect with us right now by clicking Talk to Sales.

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January 7, 2025

New Features and Improvements

New AI Features:

We’ve added a customizable AI Prompts feature you can start using today! These prompts are applied to live call transcripts and are great for:

  • Call summaries: Provide concise recaps for callback reminders and chat consult transfers.

  • Action lists: Automatically identify tasks, names, or part numbers from conversations.

  • Coaching hints: Check if agents are following guidelines during calls.

  • And more! There are as many use cases as you create prompts for.

Here's how it works:

(Note: Real-Time Speech to Text must be enabled to use this feature.)

  • Create your AI prompt in Settings. This prompt and the live call transcript will be sent to the AI provider.

There are 2 ways that Ai prompts can currently be used:

1. AI Prompts for Callback Reminders and chat consult transfers: Automatically add helpful details, like the call summary, to callback reminders or chat transfers—providing context without extra work for the agent. Here's an example of an AI prompt adding a summary to a chat callback reminder.

(You can customize the text of the callback request in Settings > Transfer under the Call Back Messages section. Use the Add button at the end of the field to insert your AI prompts and other variables into your message template.)

2. AI prompts in Call Details can be run on demand. The generated result can be copied to your clipboard with one click to make it easy to use elsewhere. See the YouTube video overview for some examples.

Agent Experience Improvements:

  • Added Help, What's New, and Feedback options to the title bar context menu.

  • Hold Time Alerts: Set custom warning and critical time thresholds for calls. Optionally you can receive audible alerts when critical time is reached, ensuring agents leave no calls unattended.

  • Failed Transfer Alerts: Configure warning and critical time settings for failed transfers. Optional audible alerts, triggered alongside visual cues, help prevent important calls from being dropped.

Desktop App Improvements:

  • Option to open tel: links by default: When set as the default, phone number links will open Attendant Console and search the phone number, making it easy to start outbound calls within the app.

  • Persistent Window Settings: The application now remembers its window size and position when closing and restores these settings when relaunched.

Check out our Release Notes for more details and the full list of features and fixes.

October 14, 2024

New Features and Improvements

New Notes Features:

  • Shared Notes: You can now easily sync and share notes with other users by using a shared key.

  • Display notes on contact: Notes can now be added directly to the contact layout, allowing agents to view important information without needing to click into each contact. See the example layout below:

Landis Contact Center Integration (Preview):

  • Sign in or out of Landis Contact Center queues without leaving Attendant Console! You can also update your status from the same panel.

  • Manage the connection to your Contact Center organization in Settings > Connectors.

UI Improvements:

  • Add and Remove a Contact from Groups using the right-click menu on the Contact. This works for all types of contacts, including Exchange and Global Exchange.

  • Create a New Contact Group directly from the "Add to Contact Group" menu—no need to go to settings to set up a group.

  • Custom Teams Status Messages: Users can now set or edit their status messages, which automatically sync with the Teams app—no need to open the Teams app separately to update your status!

  • New Setting: You now have the option to automatically clear the search box after a call is successfully transferred.

  • Call Details Panel: This new panel displays details about the current call. It currently includes two tabs:

    • Caller Details: Shows caller information and the contact's notes field.

    • Real-Time Speech-to-Text: Displays live captions, which allow for advanced AI interactions.

New Call Handling Feature:

  • Transfer holding call to current call. This enables agents to merge calls and automatically disconnecting themselves.

    • Example use case: An agent calls someone on behalf of their manager. Once the recipient picks up, the agent places the call on hold, calls the manager, and then transfers the held call to the current call, disconnecting automatically.

Accessibility Improvement:

  • Screen readers now read all three lines of contact text, enabling agents using screen readers to hear notes or secondary details, along with the contact name, when reviewing contact lists.

Check out our Release Notes for more details and the full list of features and fixes.

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