You can now set targets for your contact center's key metrics and see right away whether you're hitting them. You define the goal; Videsk compares the actual result against it, day by day.

How it helps you

• Set your own target for each indicator (for example, "answer in under 20 seconds").

• See the actual result against your goal, with no math or spreadsheets.

• Follow the daily trend to know whether you're improving or slipping.

• Filter each indicator by segment, service or agent, to measure exactly what matters to you.

• Get a heads-up when a recommended indicator isn't set up yet, with a shortcut to create it.

Available indicators

• Average handle time (AHT): how long your team takes on average to resolve an interaction. Helps you keep efficiency in check and spot when handling drags on.

• First response time (FRT): how long the customer waits for the first response. Helps you protect how quickly you attend to people.

• Abandoned calls rate: what share of customers hang up before being attended. Helps you catch contacts you're losing in the wait.

• Answered within target (ASA): what share of calls you answer within the time you define. Helps you guarantee your service level.

• Average queue wait time: how long your customers wait in line before being attended. Helps you size and manage the wait.

We redesigned the reports section so you can read the state of your operation at a glance and drill into the detail without getting lost.

• Summary screen: all your key indicators up top, no opening table by table.

• Condensed report tables: everything in one tidy, sortable view, broken down by agent, segment and appointment.

• Agent and segment rankings: see at a glance who performs best and where to focus.

• Appointments and scheduling section: the full picture of your appointments, with their own charts.
• New charts and mobile view: faster, clearer, available wherever you are.

We have implemented the ability to request the processing of recordings for cases where your executives have forgotten to end meetings or even in situations where our system has been left waiting for processing, forcing its priority.

There is a limit to the number of recordings you can request. When you request processing, the next request for the same recording will be blocked for the next 3 hours.

We've added the recording player to each call and meeting view, eliminating the need to navigate to the recordings auditor.

From now on, you can view the history of queues and call requests made by your customers. Each query includes associated information, wait time, and status: assigned, abandoned, or rejected.

You also have filters to search by:

• Status: assigned, abandoned, or rejected
• Wait time: greater than or equal to, less than or equal to
• Global search: data from forms, surveys, comments, etc.
• Segment

From now on, you can view the exact status of your agents at the moment a customer requests a call.

When you go to the call history, select the call you want to view using the View button. Then, in the lower-left corner, you'll see the Agent's Status Details.

This will allow you to identify, at the precise moment of that call, what was happening in your contact center.

Dear customers, we are pleased to announce that we have improved how we store your passwords by switching from bcrypt to Argon2id. This change makes your data resistant to specialized hardware attacks and quantum computing threats.

Why this change?

This update aligns with our roadmap of incremental improvements toward greater information security against contemporary risks.

How does this affect me?

This change will be applied automatically the next time you log in, without the need to change your current password.

If any user associated with your account does not log in within the next 30 days, their password will be automatically changed, and at their next login, they will be prompted to restore access via your corporate email or by requesting a reset from your account administrator.

SSO are not affected by this policy.

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If you want more information, you can read our blog post or contact us at support@videsk.io.

• Up to 20x more data per download: the limit has been increased from 5,000 to 100,000 records 🎉
• New formats: now, via our REST API, you can request exports in CSV (ideal for Excel) or NDJSON (ideal for bulk integrations), in addition to the standard JSON format.

From our dashboard, you can download more records per month or across multiple months, with a new limit of 100,000 records within the selected date range.

All current integrations continue to function as before. For more information on downloading in CSV and NDJSON formats, please consult our documentation.

If you have any questions, you can contact us at support@videsk.io or your account manager.

What happened before:

• The interface indicated "disconnected" even though it wasn't. In active or queued calls, a brief network flicker would cause the badge to turn red (disconnected), even though the agent remained connected; our server detected this and continued functioning normally. This caused confusion for the agent.

While this issue did not cause operational problems, it could lead to confusion in daily console use, specifically during network outages.

What happens now:

• The console remains green during brief network outages. If the connection drops for less than 1-2 seconds (typical on unstable networks) and recovers automatically, the agent doesn't see any visual change.

This does not affect:

• The agent's status always reflects the server's reality. When hanging up a call and changing to "Available" (or any other status), the change is immediately visible.
• Automatic recovery after reconnection: If the agent disconnects due to a genuine problem and reconnects, their previous status is correctly restored without intervention.

We've updated the format of our recordings to give you a better experience.

What's changing?

Recordings are now delivered in .mp4 (H.264 + AAC) format instead of .webm.

Benefits for you

• Universal playback: your recordings now open directly on any device, browser or player (Windows Media Player, QuickTime on Mac, Smart TVs and mobile devices) with no extra software needed.
• Faster delivery: recordings are processed significantly faster, so they'll be available much sooner after the meeting ends.

• Higher reliability: edge-case issues that previously affected long meetings or sessions with many participants are now resolved.

Things to note

• Recordings created before this update remain in .webm format and will continue to work as usual; only new recordings will be delivered as .mp4.
• File size stays roughly the same: we prioritized compatibility and speed over storage reduction.

If you have any questions, you can contact us at support@videsk.io or your account executive.