# August–October 2025 Product Updates

Over the last three months we’ve focused on tightening core reliability, closing feature gaps, and elevating VoiceB to enterprise-grade standards. The theme has been simple: eliminate friction, strengthen accuracy, and scale with confidence.

Below is a consolidated view of everything shipped from **August to October**.

***

## **1. Call Transfer — Completed & Fully Operational**

The transfer feature is now fully implemented across all inbound flows.

**What’s live:**

* Stable **SIP → Human Agent Transfer** with confirmation tone
* Automatic event logging (Transferred = TRUE)
* Console integration showing: timestamp, destination, AHT pre-transfer
* Fail-safe timeout + retry logic

This closes a key blocker for telecom, utilities, and banking use cases.

Documentation: <https://docs.voiceb.ai/call-transfer-redirect-calls-to-a-human-agent>

***

## **2. Outcome System Overhaul — Accuracy First**

We rebuilt the outcomes logic end-to-end to stop misclassification and give clients reliable reporting.

#### **New outcome rules deployed (August–September):**

* **SOLD**\
  Triggered only when **all required data fields** are captured (per campaign config).\
  This prevents over-reporting and aligns with Bysidecar/telecom requirements.
* **DROPPED <15s**\
  Any call **without customer interaction** and **below 15 seconds** is now classified as DROPPED.\
  Eliminates noise, tests, and accidental pickups from funnel metrics.
* **SUPPORT / INVALID / NO INTEREST** untouched but cleaned and normalized.

This has already reduced false positives and improved client trust in the AI outcomes.

***

## **3. Metrics Fixes & Additions (Urgent Blockers Closed)**

We took the opportunity to reset how we calculate and display core KPIs.

#### **New or fixed metrics:**

* **Accurate AHT** (including/excluding transfer time)
* **Call Length** available in both dashboard & CSV
* **Validated Calls** excluding tests when toggled OFF
* **Transferred Rate**
* **Real Conversion Rate** based on *valid sales interactions*, not total traffic

All metric fixes are now fully rolled out for Vodafone, Primagas, AXA and test accounts.

***

## **4. Dashboard Cleanup — Corrected Calculations**

The dashboard now operates on production-grade logic:

* All test calls are **removed** instantly when toggling “Exclude Tests”
* Aggregated KPIs (AHT, Valid %, Sold %, Transfer %) are now **correctly weighted**
* Duplicate calls filtered automatically
* Fixed “To:” calculations for hourly and daily breakdowns
* Unified timeline so that transcripts + metrics always match

This significantly improves reporting integrity and prevents back-and-forth with clients.

***

## **5. CSV Export — Expanded & More Useful**

The CSV export now includes everything customers expect from a modern call-center analytics suite.

#### **New CSV columns:**

* **Transferred (YES/NO)**
* **Call Length (seconds)**
* **Outcome (normalized)**
* **ASR Confidence**
* **Test Call (flag)**
* **AHT**
* Timestamps (start, end, transfer event)

This closes the analytics gap and supports external BI pipelines.

***

## **6. Vanta Integration — ISO 27001 + SOC2 (Initiated)**

We officially kicked off the full compliance track with Vanta.

#### **What’s in flight:**

* Automated monitoring of infrastructure
* Policies uploaded: Access control, Secure SDLC, Incident Response, Vendor management
* Device management enforced
* Internal audit preparation for SOC2 Type II
* Evidence collection for ISO 27001 Annex A controls

This pushes VoiceB into enterprise-ready territory and unlocks procurement for Tier-1 accounts.

***

## **7. Platform Stability Improvements (August–October)**

We deployed multiple reliability upgrades across the system:

#### **ASR/TTS Stability**

* Rebalanced load across ElevenLabs + fallback
* Reduced voice drift issues
* Eliminated accidental “code reading” incidents with new guardrails

#### **Agent Behavior**

* Better recovery from long silences
* Improved objection routing
* Tiered confidence-based re-prompts

#### **Data Collection**

* Stricter validation of phones, emails, ID numbers
* Removal of partial/ambiguous data capture

These fixes materially improved conversion and customer perception.

***

### **8. New Public Status Page — Live SLA Tracking**

We launched [**status.voiceb.ai**](https://status.voiceb.ai) a real-time public status page that gives customers full transparency into platform performance and uptime.\
The page tracks:

* **99.99% SLA** across all core services
* SuperVoice uptime
* SuperQualification uptime
* API health
* SIP/Twilio connectivity
* Incident history and live updates

This rolls out enterprise-grade visibility and strengthens trust with high-volume telecom, utilities, and financial clients.

***


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