Version 4.32

Version 4.32

December 9, 2024

Enhancements

Evaluation Acknowledgement
An event has been introduced to track when an evaluation is acknowledged by users. This feature ensures transparency and accountability in the evaluation process by logging acknowledgment activities. Evaluation acknowledgments are now visible in evaluation results too. This provides reviewers and administrators with insight into which evaluations have been reviewed and acknowledged. Agent performance reports now include details of evaluation acknowledgments. This enhancement adds a layer of accountability and enables performance tracking based on acknowledged feedback.

Adding Form Type Column in Evaluation Results Excel
The Excel export of evaluation results now includes a "Form Type" column. This addition makes it easier to identify and differentiate between various evaluation forms in exported data.

Improvements

Align Time Zones in Trend Reports and Conversations
Time zones in trend reports and conversations are now aligned to provide consistent timestamp information. This update eliminates confusion caused by time zone discrepancies and improves data accuracy.

Add ratingForNPS to GET/conversations Response
The GET/conversations API response now includes a ratingForNPS field, making NPS (Net Promoter Score) data readily accessible. This simplifies customer satisfaction tracking.

Add ratingForCSAT to GET/conversations Response
The GET/conversations API response now provides a ratingForCSAT field for retrieving Customer Satisfaction (CSAT) scores. This addition supports comprehensive customer feedback analysis.

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.