What's new on ROGER365.io

As we wrap up an exciting year, the entire ROGER365.io team wants to wish you a happy and successful New Year!

We’re incredibly grateful for your trust and partnership throughout the past year. 2026 is shaping up to be another big one  packed with innovative updates and powerful improvements across our platform. Our mission remains the same: to help you create seamless, intelligent customer experiences directly within Microsoft Teams.

And there’s more starting this January, we’ll be sharing monthly “What’s New” updates, giving you clear insights into the latest features, enhancements, and behind-the-scenes improvements we’re working on.

Here’s to a year full of innovation, collaboration, and great conversations.

From all of us at ROGER365.io, happy New Year!

Here are January's highlights:

• New: Classification Wallboard widget
• Improvement: Advanced Search supports “Officelocation” searching
• Improvement: Visual Message about failed Outbound call

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The Wallboard feature has received new widget: Classification

This widget allows to track assigned Classifications during Voice and/or Social interactions. It gives helpful insight on how often agents are classifying their interactions with the customer and helps with tracking trends of specific Queue(s).

You can define how far back the Classification widget should look for data, how many classification items can be shown (the “Top N classifications” option),and the maximum number of characters to display for each classification label.

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The Advanced Search feature has been enhanced with additional search property: Office location.

The Office location data comes from the user properties of Microsoft Entra ID (Active Directory) tenant, that means the office location set in Microsoft Teams won’t be taken into consideration while searching for specific contact.

Up until now, agents using the Contact Center application were not directly notified when an outbound call failed, which could lead to confusion about whether the application was functioning correctly.

To address this,we have introduced a general notification that informs agents whenever an outbound call attempt fails.

As we move into the final stretch of the year, November has been a month full of exciting updates, smart improvements, and a continued focus on enhancing the ROGER365.io experience. In this edition we’ll walk you through the latest product updates.. Whether you’re a partner, customer, or simply curious about what’s new, here’s everything you need to know to stay ahead.

Here are November's highlights:

• New: Callflow from Library
• New: Preferred Agent Routing Success Ratio
• New: Copy contact's details
• New: CSAT (Feedback) Wallboard widget

A nice new addition for ROGER365.io admins: we’ve added Template Callflows to accelerate onboarding and experimentation. These predefined callflows can be used out of the box, helping engineers explore product capabilities and expand their knowledge efficiently.

In the admin portal, select Contact Center | Callflows, then choose "+ Add flowchart from library". Here, you'll find the available templates:

The Wallboard feature has received two new widgets:

• Preferred Agent Routing Success Ratio
• Average Handling Time (AHT)

This widget displays the percentage of interactions that were successfully routed to the same agent as in previous sessions. Below the main metric, you can find the total number of voice interactions, as well as the number handled by preferred agents.

The other new widget displays the average handling time (in minutes) for the selected voice queues. It helps quickly identify operational bottlenecks and ensure that agents handle interactions efficiently.

We’ve added the option to copy details of CRM or custom contacts. This new feature makes it easier and faster to work with contact information and helps improve your overall workflow.

Hover your mousepointer over the avatar icon to display the contact details. You’ll then see a copy button, which you can use to copy a single detail or all details at once:

This new widget provides real-time insight into customer satisfaction by displaying the average post-call feedback score (on a 1–5 scale) gathered through DTMF input for selected Voice Queues. Ideal for wallboards and live dashboards, it helps contact centers monitor service quality at a glance and track how customers rate their experience after each call.

October brings crisp air and fresh momentum, building on September's innovations with even more powerful enhancements to the platform. After a productive summer recharge, we're accelerating delivery of features that optimize performance, deepen insights, and simplify complex workflows for your team. These updates reflect ongoing feedback, focusing on reliability and scalability to support your busiest seasons ahead. Expect continued excitement as we head toward year-end.

Here are October's highlights:

• New: Microsoft Shift Integration
• New: Multiple Powerframe Tabs
• New: Call button in Hybrid Queues
• New: Internal notes & mentions in Hybrid Queues
• New: Cancel consultative transfer option
• New: Customizable call actions
• Improvement: Update of the ROGER365 mobile application

The Microsoft Shift Synchronization feature connects Microsoft Teams’ Shifts with the Voice Queueson the ROGER365.io platform. This makes it easy to set and align shift times for your team of agents, while still managing schedules within Microsoft Teams as the single source of truth. 

When the Shift Sync (Beta) feature is enabled, and an Agent in a Queue is matched to a corresponding Microsoft Teams user with a defined Shifts schedule, Microsoft Shifts becomes the primary source for managing that agent’s availability during their scheduled shift times. This means that when the agent is On Shift, their availability is controlled by Microsoft Shifts and not by manual status changes in ROGER365.io

After configuring (see documentation) the working schedules of Agents can be configured in Microsoft Shift:

When an agent’s shift starts, they are automatically signed in to the Queue that has the Shift Sync feature enabled. Neither Agents nor Supervisors can manually log out from the Queue while their Shift is active (On-Shift flag).

In this release, the Agent App now has more configurable Powerframe tabs. This highly anticipated improvement allows to extend the workflow by adding for instance, favorite ticketing system, next to customer details.

Agents can now initiate calls directly from WhatsApp conversations in the ROGER365 Agent App with a simple click. This option is available for customers using the OmniChannel feature available in our Enterprise subscription.

• Seamless call button: During a WhatsApp chat the need for escalating to a voice call, tap the new "Call" button to jump straight into a voice connection .
• Queue and number selection: After clicking, choose your preferred queue from a quick dropdown, then select the outgoing number that best fits the scenario.
• Streamlined workflow: Reduces switching between apps, speeds up conversions, and ensures compliance with queue routing rules.

This feature makes handling hybrid messaging and voice interactions faster and more intuitive.

Agents can now request assistance from colleagues directly within any chat conversation in the ROGER365 Agent App.

• Inline @mentions: Type @ followed by a colleague's name to notify them instantly, pulling them into the same chat window for real-time collaboration.
• Context-aware help: Share notes, tag specific team members, or loop in supervisors without switching tabs or starting new chats.
• Faster resolutions: Speeds up escalations, brainstorming, and support during busy conversations, keeping everything in one streamlined view.

Under the message field, there will be new button “Send internal message”:

Typing the @ triggers a menu whereby you can select an internal Teams user to mention:

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There are often situations where the consultative transfer has been made to the wrong person or selected person does not answer. An agent can use Cancel consultative transfer option to keep caller On-Hold which enables agent to plan further steps.

After performing a consultative transfer to the selected contact, an icon will appear next to the contact’s name with the label “Cancel transfer”

Depending on your activities in the app (whether you’re focused on calling or messaging) certain actions (icons next to your favorites) may seem unnecessary. In those cases, you can customize your shortcut actions by selecting which exactly buttons should be visible next to person’s name.

To set selected actions as the shortcut, drag & drop specific action from the More action section via ≡ icon into the Shortcuts. The informational icon next to grayed out action explains the reason behind unability to use this specific action.

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Following frequent requests, the mobile version of the Contact Center application received a significant update, now including outbound calling and Attendant features. This enhancement improves on-the-go communication and call management.

 At the agent page, there will be two main sections (as the icons under the Queue selector):

• Queue Display – shows the listof calls or chats waiting to be handled.
• Dialpad & Attendant – allowsmaking outbound calls and includes search capabilities for transferring calls.

September marks a fresh start, and we are excited to jump back in with a wave of new innovations across the ROGER365.io platform. After spending the summer refining ideas and exploring new possibilities, the focus now is on delivering smarter features that make your daily workflows easier and more efficient.

Here are September's highlights:

• Improvement: Support of Reporting pages for the mobile application
• New: Sorting, searching, resizable columns for the Supervisor page
• New: Advanced search for contacts
• New: Action Buttons for Agent Assist

In this update,we've added the ability to sort, resize and search within columns of Agents overview at the Supervisor page, offering you more control and flexibility when viewing and organizing data.

To order, searchon or resize specific column, hover your mouse cursor over the name of column. Click 'Agent name' to reveal the sorting option:

Clicking the filtering icon reveals the search option:

Hovering the title bar, reveals the resizing option:

We've enhanced the search option in the Agent App and Attendant console interface. This newfeature allows to search for Microsoft Entra ID users by their: Display Name, Department,JobTitle, UPN, MobilePhone.

• To enable this option, your admin has to configure some items. Read documentation

In both search field in the ROGER365.io app, a magnifier icon will be visible. Clicking the icon will open the new search window where you can perform search on:

Attendant Console Interface

In the screenshot example below, we will be looking for all persons who works at HR department:

With this new feature, agents can make use of Action Buttons, providing quick access to desired URLs and improving overall efficiency. This is especially beneficial for fast-paced calling centers where time is of the essence, and shortcuts to critical resources can make a big difference. An administrator can add specific URL's to the action buttons which also can contain variables.

Examples:

• A link to Google Search with the company's name as parameter
• A link to your CRM system, to create a new contact and include the callers' phone number

After configuring, th action buttons will become visible in the Agent Assist bar:

July Updates: Introducing Workforce Management Report Page!

Summer's peak season is in full swing, and ROGER365.io is supercharging your workflows with the new Workforce Management Report page! 🚀

This powerful addition makes it incredibly simple to access comprehensive insights into agent performance, queue efficiency, and resource allocation right in your platform. No complex setups required: just navigate to the page for real-time dashboards, customizable reports, and analytics that help optimize staffing and reduce bottlenecks during high-demand periods.

These enhancements are designed for seamless scaling, so you can focus on what matters most. Thanks for being part of the ROGER365.io community: let's innovate through summer together!

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Here are July's highlights:

• Insights & Analytics: Workforce Management
• New: Customer Timeline
• New: CRM Shortcut buttons in Agent Assist

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This new report provides an overview of key Workforce Management (WFM) metrics for the agents within Contact Center queues. Using the Erlang C formula, the dashboard estimates the number of agents needed to handle calls, includes adjustments for shrinkage, and measures queue service levels (SLA) and target response times for customers waiting on the line.

Deliver full interaction context with one click. Great for agent coaching, smoother follow-ups, and a seamless customer journey. Agents now see a clickable button next to past calls—unlocking a Customer Timeline with rich data like:

• Routing path through queues and transfers
• Who answered or missed the call
• Manual classifications (by agent or teammate)
• AI-generated summaries of the interaction (Recap, Issue, Resolution)

Give agents instant access to CRM and ERP actions, right inside the Agent Assist panel. CRM replicator profiles can now include up to 4 customizable action buttons. These buttons open external CRM/ERP pages in new tabs, prefilled with customer-specific data like email, company, or first name.

Example use cases:

• Open a contact record directly in Dynamics 365
• Jump to open support tickets
• View invoices or sales opportunities

June marks the official start of summer, and ROGER365.io is heating up with exciting new enhancements! 🌞

Here are June's highlights:

• New: Mapping of Teams status to ROGER365 status (Beta)
• New: Intelligent Formal Activation feature
• New: Filter logged-in queues

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We’re introducing new exciting feature for ROGER365 Contact Center application Mappings (Beta)! This brand-new feature which is part of existing option Teams presence integration allowsportal admins to map either via Agents or Agent Profiles admin pages specificTeams status to one of available in ROGER365 Agent statuses:

Mapping Busy status can be very useful in case of Calendar events coming from Microsoft Outlook to notify ROGER365 that the calls should not be offered. Now ROGER365 will be waiting for the updates coming from Microsoft Teams presence to change an agent status in Contact Center according to configured Mappings.

Let’s take a lookat an example where agent Adele decides to change her status in Microsoft Teams from Available to Be Right Back

Agent Adele with Ready status in ROGER365 Contact Center application and Available status inMicrosoft Teams:

Agent Adele after changing Microsoft Teams Available status to Be Right Back:

According to our Mappings configuration the agent status has been properly changed to Off work.

Tackle overloaded queues effortlessly with our new Intelligent Formal Activation feature. It automatically deploys extra agents when demand spikes, so saving precious time of supervisors.

• Smart threshold triggers: Set a custom "Queue position" threshold. When conditions like calls queued > 2 and no agents ready are met, it seamlessly signs in a logged-out agent to ease the load.
• Reduces wait times: Perfect for high-pressure scenarios. It ensures queues stay balanced without manual intervention and keeps customers happy.
• Easy configuration: Define your rules once. Automation handles the rest for smoother operations.

This update empowers your team to scale dynamically.

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The Agent page does offer a functionality which allows an agent to hide calls that are waiting in Queues from which the agent is currently logged out. It helps provide a clearer overview of which calls should be handled by the agent currently logged into a certain Queue.

At the Agent page of Contact Center application next to a “In voice queue” label you can find switch with the tooltip description “Filter logged-in queues”.

May Updates: Powering Through Spring!

May is here, and with warmer days comes renewed energy at ROGER365.io! ☀️

This month, we're delivering updates that enhance collaboration and streamline your daily operations, turning feedback into features that truly make a difference. From refined interfaces to smarter automation, these improvements are designed to keep you ahead of the curve.

Thank you for your ongoing support, let's make the most of May together!

Here are May's highlights:

• New: Wallboards
• Favorites Groups

Wallboards provide real-time visual dashboards that display key contact center metrics such as queue status, agent availability, service levels, and call statistics. These customizable screens help teams and supervisors monitor performance at a glance, enabling quick decisions to maintain service quality.

Wallboards can be configured through an easy drag-and-drop interface to highlight the most relevant data for different teams or situations. By displaying live statistics on large screens in the office or remotely, wallboards promote transparency, team collaboration, and awareness of ongoing contact center activity. This helps improve responsiveness and operational efficiency while keeping everyone aligned on service goals.

Every Business and Enterprise subscription have 1 Wallboard license included. Per one Wallboard license you can have 3 active sessions.

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This new options allows you to create groups of favorite contacts. This feature is really helpful to organize contacts in defined manner. Favorite contacts which are not part of any group can be dragged into one by using ☰ icon (drag & drop action). Groups can be collapsed and opened using > or ˅ signs. When certain group is collapsed it is possible to change its name, rearrange order or remove entire group.

By clicking the 'Add Group' icon a new group can be created:

April showers bring more than flowers, they're fueling fresh growth at ROGER365.io! 🌸

As we embrace spring, our team is rolling out enhancements that make your platform experience even more dynamic and efficient. This month's updates build on your feedback, introducing streamlined workflows and innovative tools to supercharge your productivity.

We're grateful for your continued partnership and can't wait to hear your thoughts on these latest improvements!

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Here are April's highlights:

• Collapsible left panel of Agent App
• Insights & Analytics for Social
• Edit skill on Supervisor page
• Drag & Drop feature for Supervisor page
• Labels for phone numbers of CRM contact

An agent is able to enlarge its working space by collapsing the left side of an application which is responsible for seeing incoming calls or waiting for response conversations. This can be done by pressing on the icon in the top left corner of Agent information.

When left panel is collapsed, to answer incoming call or accept conversation, press using left mouse button on the record. Now you can use either “Pickup from the queue” button (visible after hovering mouse over the record), or by pressing right mouse button on the record.

Earlier this year, we introduced the new Insights & Analytics module for calls. Now we also report social interactions like, chat. This report provides an overview of social interactions, displaying metrics such as total interactions per type, average interaction time, and statistics over a period of time:

This option is only availble on the Enterprise subscription, as this this subcription supports omnichannel/social messaging.

This feature allows supervisors to edit an agents' skill without requiring access to the Admin portal. A supervisor once need to get the permission to change a skill.

On the supervisor page, go the agent section. Then press the three dots in the Actions column. In the submenu you'll find the Skills section.

Each section of the Supervisor tab can be moved around or collapsed on agent’s demand. This feature is useful for the agents who prefer to have most important information on top of the tab and/or collapse not needed ones.

To “Collapse” or “Move” certain section, an agent should press, or press and hold highlighted buttons at the far-right side of specific section:

The Phonebook configuration of the CRM Replicator received update for the phone. This change will improve existing situation where each configured phonenumber is presented as “Phone”. In the admin portal the labels can be configured and are reflected in the Agent App:

Spring is around the corner, and things are blooming here at ROGER365.io! As we move into March, our focus remains on continuous improvement  delivering smarter, faster, and more seamless ways for you to connect and collaborate through our platform.

Here are March's highlights:

• Live chats section on supervisor page
  Next to the overview of live phone calls on the supervisor page, you can now also see the live chat conversations‍
• Preserve Consult Call feature
  This option is useful in situations where, during a consultation with another agent via the Consultative Transfer option, the caller decides to hang up. In anormal scenario, the call would be terminated. However, with this feature enabled, the call will continue. (Documentation)
• Open agent assist without active call
  You can now select a historical call from the interaction tab, or search for a record in CRM and Agent Assist will show all information like you het when you're in a call.
• Add note to parked calls

This functionality may be useful for Attendants where the Parking feature is used often, especially in case of handing a call to different agent from the same park group.

To use this feature, hoover mouse cursor over the parked call to see “Add Note” button:

After pressing the “Add Note” button, you’re able to set the custom note:

The note is now visable for everybody within the same park group:

As promised, we’re kicking off our monthly updates and February is already bringing exciting improvements to the ROGER365.io platform.

Our team has been hard at work refining existing features, improving performance, and laying the groundwork for some bigger innovations to come later this year. This month’s highlights include several usability enhancements, smarter integrations, and new tools designed to help you get more out of every interaction.

Stay tuned as we continue to roll out fresh updates every month, keeping you informed about the latest improvements and giving you a peek at what’s next for ROGER365.io.

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Here are February's highlights:

• Regain Virtual Call in Queue
  ‍Probably you're already familiar with our 'Virtual Wait in Queue' feature, whereby a caller can disconnect while waiting in a queue, and will be called back when an agent is available. With this new improvement, a caller will regain their position when they call back before an agent is availble.
• New: Insights & Analytics Module
• Show supervisor in roster
• Queue Service Level
• Pause/Resume Call Recording
• Classification Remark

We are thrilled to introduce a new, advanced reporting solution for ROGER365.io. Next to the native Reporting tab integrated in the Agent App we now offer a extensive, more advanced reporting solution, based on Microsoft PowerBI.

This PowerBI report provides key insights into your Contact Center’s performance, covering Calls, Queues, and Agents. The reports allow you to track various metrics, understand call handling efficiency, and monitor agent productivity.

The module consists of multiple reports and here you'll find a few of them:

Dashboard

This page offers a comprehensive overview of key performance indicators (KPIs) for the Contact Center. You can view metrics such as total calls, answer rates, average interaction time, and average ring time, helping to monitor the overall performance of the Contact Center.

Calls Summary

This page provides an overview of all call-related metrics, including answered calls, average interaction times, and the overall call answer-seizure ratio (ASR). It offers insights into the total number of calls handled, as well as detailed breakdowns of call volumes over specific time periods. This page is essential for tracking call center performance and identifying trends in call handling efficiency.

Calls Volume Analysis

This page analyzes call volume patterns by different timeframes. It provides insights into call distribution across weekdays, as well as detailed breakdowns of calls by specific numbers, offering an understanding of peak call times and trends

This module is available as an add-on on our Business and Enterprise subscriptions. You can find the full description on our documentation page: https://doc.roger365.io/documentation/configuration/insights-analytics/

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In many contact centers, a supervisor has the option to monitor, whisper or join an agents' active call. Mostly this is hidden from an agent, but in some cases you do want the agent to know that a supervisor has joined the call. With the 'Show supervisor in roster' option, you can enable this and display the name of the supervisor in the agents' interface:

With the new Queue Service Level feature offers insights into the effectiveness of call handling across different queues. You can configure a time in seconds within a could should be answered and threshold percentage to configure a performance indicator which reflects the ratio of calls being handled within the specified time frame.

On the supervisor page the following is be visable:

On the reporting tab the level is displayed on the queue summary page:

If you're using the voice recording integration with ClarifyGo, you are now able to pause and resume callrecording during a call. In some cases this is mandatory, when a caller is sharing personal data and you don't want to record this information. The option to pause/resume is part of the Agent Assist feature.

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Agent Assist’s Classification has been improved with new functionality: Remarks. Useful option forleaving internal note of specific customer interaction for yourself or other agents.

During an interaction enter a remark. You can enter up to 2048 characters.

As we wrap up an exciting year, the entire ROGER365.io team wants to wish you a happy and successful New Year!

We’re incredibly grateful for your trust and partnership throughout the past year. 2025 is shaping up to be another big one  packed with innovative updates and powerful improvements across our platform. Our mission remains the same: to help you create seamless, intelligent customer experiences directly within Microsoft Teams.

Here’s to a year full of innovation, collaboration, and great conversations.
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From all of us at ROGER365.io, happy New Year!

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Here are January's highlights:

• Automatic recovery from 'Not Ready' status
  This new functionality makes sure agent are not kept accidentally in the 'Not Ready' status, when they missed a call. Now you can configure to change the status back to ready after a defined amount of time. You can set a number of seconds (30s is minimum) which needs to elapse to automatically change Agent status from “Not Ready” to “Ready”
• Feature: Agent Assist
• New: send attachment from hybrid queue
• Feature: Supervisor Assist
• Feature: Call Classification

Agent Assist in ROGER365.io gives contact center agents instant context and smart AI support right inside Microsoft Teams, so they can resolve issues faster and deliver more personal conversations. It brings CRM data, customer history, classifications, and AI-powered summaries together in one clear view during every call or chat.

What is Agent Assist?

Agent Assist is a native Teams experience that augments the ROGER365.io contact center with an extra pane of live customer insights and actions for the agent. Once enabled for an agent profile, it automatically appears during interactions and shows the most relevant information for that specific caller or contact.​

Instant customer insight

During a conversation, Agent Assist can display key CRM or ERP data such as customer details, open tickets, and recent activity, all aligned to the caller’s number or ID. With one click, agents can jump straight into the full customer record in systems like Salesforce, Dynamics 365, AFAS or other connected platforms.​

Timeline and journey view

The Timeline view provides a consolidated customer journey, including previous voice calls, WhatsApp messages, IVR choices and which agents handled earlier contacts. This gives agents immediate understanding of context and promises made, reducing repetition for the customer and helping to prevent dropped follow-ups.

AI-powered summaries and classifications

Agent Assist uses integrated AI to generate concise conversation summaries that agents can quickly review, edit and reuse in CRM notes, tickets or follow-up workflows. Call classification and routing information are also visible, so agents and supervisors can better understand interaction types and optimize processes over time.​

Why this matters for your contact center

By surfacing everything an agent needs in a single, configurable view, Agent Assist cuts down on screen switching and manual note-taking. The result is shorter handling times, more consistent after-call work, and a smoother, more personal experience for every customer who contacts your organization.​

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Many customers are using our Hybrid Queue solution to handle their incoming WhatsApp conversations. In some cases, you would like to send a file to your customer, for example to send a PDF file. This was already possible via the Teams channel, but now you're also able to send it directy from the ROGER365.io agent interface.

When an agent needs help from a supervisor during a conversation, they can now instantly notify Supervisors when their expertise is needed, ensuring faster resolutions and improved customer service.

During a conversation, a 'Request supervisor assistance' button is available:

Upon pressing the button, three options will be shown:

Selecting one of these options will send a parallel invite to join the call to every available Supervisor at the moment. There’s a seat for only one Supervisor per call, so the first one to join wins the seat. It isn’t possible for the second Supervisor to join a call, even if the previous Supervisor has left.

This feature is available in the Business and Enterprise subscription.

Call classification is a feature that allows agents to categorize the outcome or type of each call or interaction. Agents can select classifications during or after a call, such as marking whether the issue was resolved, if a callback is needed, or identifying the nature of the call (e.g., sales, support, inquiry). This information is stored and will be visible via our Insights & Analytics module, or you can retrieve the information via our API.

With this information you can get a good overview of what the nature is of conversation which are handled through the ROGER365.io contact center. This feature is available in the Business and Enterprise subscription.

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