Version 4.20

Version 4.20

June 26, 2024

Enhancements

Entities in Categories:
Entities can now be defined under specific categories, allowing conversations to be categorized accordingly. Users can add entities with desired values or search within opening or closing scripts.
Automatic Summarization:
Conversations are automatically summarized if the related settings are enabled. The system creates the summaries without the user's action.

Hourly Trend Analysis:
An hourly conversation trend feature has been added to the trends pages. This allows users to monitor the number of conversations on an hourly basis.

Weekly, Daily, and Hourly Predictions:
The system now predicts the number of conversations expected by the end of each time period for weekly, daily, and hourly intervals.

Hold Duration on Conversations Page:
The conversations page now includes the hold duration for each conversation, providing more detailed insights into conversation dynamics.

Generalized Analytics Reports:
Analytics reports have been generalized to accommodate different types of conversations, offering more versatile and comprehensive analysis.

RTG Dashboard for Chat-type Conversations:
The most recent enhancement broadens the solution's support to include multi-channel interactions including both voice and text channels. The updated dashboard enables supervisors to manage multiple chat-type conversations of the agents simultaneously, enhancing efficiency and response times. This improvement ensures a seamless and effective customer support experience across various communication channels.

Improvements

Enhanced Indexer Services:
Indexer services have been improved to broaden their capabilities, resulting in more efficient and comprehensive indexing.

Minor UI Enhancements:
Several minor improvements have been implemented to enhance the user interface. These enhancements contribute to a better overall user experience by making the interface more intuitive and user-friendly.

Minor Bug Fixes:
Various minor bugs have been addressed to improve overall system stability and performance. These fixes contribute to a smoother and more reliable user experience.