Version 4.26

Version 4.26

September 18, 2024

Enhancements

New Dynamic Reports Feature
A fully redesigned Dynamic Reports page has been introduced, providing a more intuitive interface and enhanced reporting capabilities for users. Including date, direction, department, agent, attached data and category filter enabling the analysis of the specific group of conversations. Enable the feature to use it !

Supervised AI Categorization
The system now supports training models using both dialogues and categories, improving the accuracy and effectiveness of machine learning models. The new ai categorization enables users to develop better categories by training multiple times including both dialogues and category lists. A user can create categories by simply adding utterances and keywords and train a new list of categories by using dialogues as well.

SR Single Language Models
New single-language models have been added for Speech Recognition (SR), optimizing performance and accuracy for a variety of languages. The newly supported languages include Czech, Danish, Finnish, Flemish, Japanese, Kazakh, Kurdish, Latvian, Mandarin, Mongolian, Pashto, Persian, Portuguese, Swedish, Tagalog, and Ukrainian. These additions enhance the system's ability to accurately transcribe and process conversations in a wider range of languages, making it more versatile for global users.

Dynamic Redaction and Caller/Called Number Relation
Dynamic redaction now considers both the called and caller numbers, providing a more comprehensive redaction process for sensitive data in conversations.

RTG-Enhanced Scenario Activation and Automated Wrap-Up with Virtual Agent (VA) Integration
Real-Time Guidance (RTG) now utilizes Virtual Agent's (VA) flow and intent detection for smarter scenario activation, replacing the basic full-text search method for more accurate and context-aware triggers. Additionally, agents can now interact with VA as a personal assistant by asking questions or performing tasks through text, streamlining their workflow. The post-interaction wrap-up process is also automated, generating a summary of customer requests and agent actions through transcript analysis via Knovvu VA, allowing for faster and more efficient completion of interactions.

RTG-Expanded Knowledge Sources for Generative Q&A
The Real-Time Guidance (RTG) system's Generative Q&A feature now includes both Knovvu and Genesys knowledgebases as information sources. This enhancement provides access to a broader and more reliable pool of knowledge, ensuring more accurate and comprehensive answers. The integration aims to improve the quality of responses to user queries.

Improvements

AQM Tag Actions Logged to Action Logs
All AQM (Automated Quality Management) tag actions are now logged in action logs, providing an audit trail for quality management activities.

Reindex Button Removal for Unsaved Categories
The Reindex button has been removed from categories that have not yet been saved. This change simplifies the user experience by preventing unnecessary reindexing actions on incomplete categories.

OpenIddict Migration
The system has been migrated to use OpenIddict for managing authentication and authorization, improving security and compatibility with modern identity standards. With that upgrade a customized claim management has been enabled too.

StateManager as an Application
StateManager has been developed as a standalone application, improving the modularity of the system and allowing for more flexible state management.

Non-FCR Processing Without Indexing Wait
Non-FCR (First Call Resolution) items no longer wait for indexing and categorization, enabling faster processing and improved system performance for non-critical items.

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

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