The Convoso Cadence
The Convoso Cadence is where you can learn about recent enhancements, and feature releases. This Product update article also contains recent or popular Knowledge Base articles, and highlights of the Convoso application.
Contents:
New @ Convoso
Convoso is working hard to make our platform the best in the business. Read on to learn more about our most recent updates and improvements throughout the Convoso system!
- Campaign-Level Option to Silence Conference Leave Tone
- Bulk User Management Enhancements
- Volume-Normalized Metrics in Custom Reports
- Configurable Past Due Callback Threshold
- DNC Admin Logs
- Ringback Tone Silencing
Campaign-Level Option to Silence Conference Leave Tone
Administrators can now suppress the exit chime that plays when an agent leaves a 3-way or conference call. The new Conference Leave Tone setting is available per campaign under Call Routing & Analysis and defaults to No. Enable it on campaigns where a discreet agent exit is needed to avoid disrupting the customer experience during warm transfers.
Bulk User Management Enhancements
Updates to the bulk user management workflow under Account → Users → Actions make large-scale user administration smoother and more transparent. Blocking error modals during bulk status changes have been removed, and the interface now accurately reports how many users were updated versus skipped, reducing friction when onboarding or modifying large teams.
Volume-Normalized Metrics in Custom Reports
New calculated columns, Success/1K Calls and Contacts/1K Calls, are now available in the Contact Rate, Agent Success, and List Conversion Reports. These metrics normalize outcomes per 1,000 calls, making it easier to compare performance fairly across campaigns and agents with different call volumes. The columns appear automatically and are included in exports and saved report templates.
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Configurable Past Due Callback Threshold
Super Admins can now configure a Past Due Grace Window (in minutes) under Account → Global Settings, replacing the previous fixed 5-minute rule. The window can be set anywhere from 5 to 120 minutes, giving high-volume operations the flexibility to align callback past-due timing with their actual workflows. Existing accounts default to 5 minutes unless updated.
DNC Admin Logs
Administrators can now access a centralized audit trail for Do Not Call (DNC) activity via the new Admin Logs tab on the DNC page. This view allows authorized users to search, filter, and export detailed creation, update, and deletion records captured across UI, API, bulk upload, and automated system workflows.
Ringback Tone Silencing
A new Ringback Tone toggle is now available in Campaign Settings to give administrators greater control over transfer audio. Disabling this option silences the dialing tone for agents and bridged callers during Dial with Customer transfers, providing a cleaner and quieter transfer experience.
Lately @ Convoso
Convoso for Salesforce
If you’ve been considering Salesforce as your CRM, we have good news! Convoso is now embedded directly in Salesforce, with real-time data sync, no tab switching, and the same Speed-to-Lead you know and love.
- If you're not sure, you now have 10 free views a month find out how Advanced Analytics can help you.
Interested in learning more? Contact your Convoso team today.
Already Have Convoso for Salesforce? Read more:
Advanced Analytics
Performance Analytics is Just the Start. Get the Convoso Advanced Analytics Dashboard today!
→ Maximize Performance Visibility by using Al-powered analytics to surface critical trends and anomalies in real-time - across agents, campaigns, and outcomes.
→ Access Real-Time Intelligence that identifies your top opportunities and risk areas; while surfacing actionable insights to drive immediate improvements.
→ Designed for both data-driven leaders and front line managers whether you're tracking KPIs at the executive level or coaching agents on the floor, Advanced Analytics adapts to your role and delivers the insights you need.
→ Simplified Pricing Model offers flat-fee pricing, providing you more predictable, value-aligned pricing giving all team members the focus they need.
Already Have Advanced Analytics? Read More:
Contact your Convoso Team to learn more.
👀 Soon @ Convoso 👀
The Convoso Voice AI Agent is in private Beta preview!
Want to be included? Click here.
The Convoso Voice AI Agent is a no-code platform for building sub-second, human-like AI agents purpose-built for high-velocity outbound contact centers, seamlessly integrated with Convoso's dialing, campaign management, and compliance technology.
The moment a lead enters the dialer, it engages automatically — asking the right qualifying questions, handling objections naturally in real time, and seamlessly transferring pre-vetted, high-intent prospects straight to your human agents.
The result: teams qualify more leads without adding equivalent headcount, freeing up agents for the sales conversations that actually drive revenue. No-code deployment and Auto Workflow (built from your historical call recordings) get you up and running fast, while ~600ms response times and smart interruption handling keep conversations natural and maximize transfer rates. And because it's built directly into the dialing engine, every interaction is automatically covered by DNC checks, state dialing rules, time restrictions, and PII protection.
Please contact our Support Team at support@convoso.com for any questions and assistance you may need.