The March 2026 Landis Contact Center update brings quality management, more granular control over call recordings for admins, live chat details, and a lot more.
Read on or watch the video below.
Quality Management Gets a Dedicated Home
Supervisors can now access a dedicated Quality Management pane that brings the important interaction details into one place. At a glance, you’ll see sentiment scores, manager notes, agent information, call duration, and more.
If a call’s average sentiment score drops below a set threshold, a flag appears next to it. You can also sort your call list by flagged calls to quickly surface the interactions that need attention.
Chat records are now saved and available in Live Views and Call Details.
Live Interaction Details
You can now view recording transcripts or chat logs for live conversations in real time.
Automatic Callback Improvements
Callbacks have been significantly updated to work more reliably and give supervisors more visibility:
- Parallel routing and rerouting are now supported if an agent doesn’t answer a callback invite
- Ongoing callbacks appear in Live Calls and support live call actions
- If a callback completes while still in queue, it clears automatically
- Queue alert timeouts now apply to callbacks
- Callbacks now show callback-specific status updates in Live Calls
Recordings Can Now Be Deleted from the Portal
Admins can now delete recordings directly from the portal.
Transfer Information on Queue Calls
When an agent answers a call and transfers it to another user, that information now shows up in Landis Contact Center.
Attendant Routing
Attendant routing is now available. (Currently supported only with Landis Attendant Console being used as a Contact Center Agent.)
Web Chat Widget Improvements
Several updates make the web chat widget more polished and flexible:
- Agent names can now be customized
- Progress indicators show when a request is being processed or sent to an agent
- The new message sound can be muted
- Name and email address fields can now be set as required
- Improved mobile layout, fonts, and avatars
Chat System Upgrades
Landis Contact Center’s chat functionality has expanded considerably:
- New Chat Links UI supports Twilio connections and customer-hosted Azure bots
- AI Block and Listen to Tone blocks now work for chat
- Service Level, Action Rules, Org Unit, and Color settings now apply to chat queues
- Round Robin and Longest Idle routing now work for chat
- Note: For chat, Longest Idle is calculated from the last time an agent accepted a chat, not the end of a chat, since agents can handle multiple chats simultaneously
- Skills-based routing now works for chat queues
- Added support for Microsoft Teams internal help desk and similar Teams scenarios
Other Updates
- Call Pop URL: The Queue Edit screen now includes a parameter suggestion UI (token picker) for the Call Pop URL field
- Users Page: Now shows the number of active Contact Center users
- Unify Bot: Transcriptions now work with additional languages
Have questions about any of these features? Contact our support team or schedule a demo to see them in action.
