Version 4.28

Version 4.28

October 15, 2024

Enhancements

Sestek Summarization Service Integration
The integration of the Sestek summarization service enables the generation of summaries for conversations using vLLM's. It boosts overall productivity in handling large volumes of communication.

Addition of Reward-Penalty Section in Forms
The new reward-penalty section in forms streamlines the process of tracking and managing user performance. Users can now easily input and review reward or penalty data in a structured manner, improving accountability. This feature helps in better decision-making by centralizing important performance metrics.

Periodic License Bit Check - On Premise
A periodic control mechanism based on the license bit has been implemented. This ensures that system checks for license validity occur at regular intervals, preventing disruptions caused by expired licenses. It enhances system reliability and minimizes the risk of unexpected downtime.

Display Phrases Only in Selected Channel for Single-Channel Search
When using single-channel search on the Conversations page, users will now only see phrases from the selected channel’s waveform. This feature simplifies the analysis of specific conversation channels, making it easier to focus on relevant data. It saves time and enhances clarity during the search process.

Auto Play Feature for Puzzel Screen Recorder Player
With the addition of the auto-play feature, videos in the Puzzel screen recorder player now start playing automatically when opened. This reduces the number of actions needed to view recorded sessions, streamlining the review process. It is particularly valuable for users who need to go through multiple recordings quickly.

Adding Hold and Sentiment Details in GET CALLS
By adding hold and sentiment details to GET CALLS responses, users gain a deeper understanding of customer interactions. This enhancement provides more context about how long calls were on hold and the sentiment of the conversation, allowing for more detailed analysis of customer service performance.

RTG - Agent Checklist
The Agent Checklist feature has been added, enabling agents to follow step-by-step guidance during interactions for improved accuracy and efficiency. Scenarios with checklists are prioritized in notifications, ensuring no steps are missed. The checklist interface allows agents to track and complete steps seamlessly throughout customer interactions.

Improvements

Expand/Collapse Feature in Category Builder Settings
This new functionality allows users to expand or collapse sections within the category builder, making it easier to navigate and organize categories. Users can focus on specific sections while hiding unnecessary details, enhancing usability and improving the overall experience of managing configurations.

Logging Details for GenAI Requests
Detailed logging for GenAI requests is now available, providing better visibility into the interactions between users and the GenAI system. This feature enables more effective tracking, debugging, and troubleshooting of GenAI-related requests. It contributes to greater system transparency and helps in identifying potential issues more quickly.

Dialog Box for Abandoning Changes in Conversation Transcripts
The addition of a confirmation dialog box when abandoning changes in conversation transcripts prevents users from accidentally losing unsaved work. This safeguard reduces the risk of mistakes and ensures that important changes are not discarded unintentionally, leading to a more secure and user-friendly experience.

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.