Version 5.28

  • Published on Apr 15, 2026
  • 1 minute(s) read
  • CA
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Version 5.28

April 15, 2026

Enhancements

AI-Generated Agent Feedback (Ask GenAI)

Agent feedback can now be automatically generated using daily, weekly, or monthly data via the Ask GenAI feature. By enabling AI Coaching under AI Insights settings, the system provides improvement areas along with positive and negative feedback for agents.

OEM Partner / White-Labeling Support

Corporate identity (white-labeling) is now supported for OEM partners. To enable this feature, set "Settings__WhiteLabeling__Enabled": "true" in the configuration.

Dataseed Improvements (Prebuilt Assets)

The system now includes prebuilt assets such as categories, evaluation forms, and Ask GenAI projects. These accelerate onboarding and reduce initial configuration effort.

Optional Gender & Emotion Features

Gender and emotion detection features are now optional and can be enabled or disabled as needed. Related UI components have been refactored to support AI Act compliance and flexibility.

Conversation Detail UI Improvements

The Conversation Detail page has been redesigned for a cleaner and more streamlined user experience, improving readability and navigation.

AI Insights in Excel Export

AI Insights are now included in Excel exports, allowing users to analyze AI-driven results outside the platform.

Right-Aligned Department Name

Department names are now right-aligned in the UI for improved readability and visual consistency.

Language Rule in Category Creation

A new rule allows categories to be defined based on language, enabling more precise and context-aware categorization.

Improvements

Kafka Partitioning by Call ID

Kafka message partitioning now uses Call ID as the key, ensuring better distribution and ordering of related messages.

Configurable Minimum Call Duration for NiceCXone

A configurable minimum call duration filter has been added for NiceCXone integration, allowing better control over which calls are processed.

Alotech v3 Media Server Support

Support for Alotech v3 Media Server has been added, improving compatibility and enabling enhanced media handling capabilities.

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.