Web updates for June 1-5: Call Center AI

This batch of updates gives admins real-time oversight of translated calls, more control over their subscriptions and an easier way to manage users across multiple teams. Here's what's new!

Feature updates and key enhancements

• Live call audit for real-time visibility into both sides of a translated conversation: Admins can now follow any active translated call as it happens. The new Live call audit page in the admin portal shows the live bilingual transcript and all four audio tracks: what the customer and the agent said, and what each side heard. Supervisors keep full oversight of conversations in languages they don't speak, so they can act the moment a call needs attention. Available for teams on WSS transport. Admins can enable it from the Voice Translation settings.
  

  

• Redesigned user details page with per-team cards: User details pane now shows team members’ full access across all their teams in one place. Each team appears as its own collapsible card with that team's role, groups, and status. Admins adjust user access per team and apply changes from there.
  

  

• Flexible subscriptions with multiple items and independent billing cycles: Teams can now adjust their subscription as their needs change, adding features without canceling or renewing the existing plan. Each feature runs as its own item with its own billing cycle, so a team can keep the base plan on yearly cadence and pay for a new feature monthly. Invoices break down each item's inclusions, usage, and overage, and show each item's own due date.
  

  

• Voice Translation usage and overage on the Billing page: Admins can now track Voice Translation usage directly on the Billing page: hours used, hours remaining before the overage limit, and the cost of any over-limit hours. This helps teams plan usage ahead of time.
  

  

Bug fixes

• More reliable Vocabulary CSV imports: Imports now complete even when the CSV repeats words already in the vocabulary without creating duplicate entries.