Version 4.18

Version 4.18

May 22, 2024

Enhancements

Objection for Automatic Evaluations:
Agents can now raise objections for automatic evaluations. These objections can be re-evaluated by the evaluators, and their records are maintained under evaluation results and reporting pages.

Filtering Conversations by Non-Matching Category:
Users can filter conversations that do not match a selected category.

New Analysis Languages:
Support for transcription in Croatian, Greek, Korean, Norwegian, Polish, and Swahili languages has been added.

Evaluation Form Version Control:
Minor changes to evaluation forms will no longer generate new versions.

RTG for Chat-type Conversations:
The most recent enhancement broadens the solution's support to include chat-type conversations. This means that agents and supervisors alike can effortlessly utilize the product for live chat interactions, enhancing their capacity to effectively manage and support teams across various communication channels.

Improvements

Phrase Display on Waveform:
Phrases defined with wildcards are now displayed in their actual forms on waveforms.

Form Versions in Evaluation Results:
Form versions are now shown on the evaluation results grid.

Invisible Attached Data in Non-FCR Settings:
Non-FCR matching can now consider invisible attached data.

Minor UI Enhancements:
Several minor improvements have been implemented to enhance the user interface for a better user experience.

Minor Bug Fixes:
Various minor bugs have been addressed to improve overall system stability and performance.