Version 5.34
July 30, 2026
Enhancements
Attached Data Distribution Chart in Dynamic Reports
The Dynamic Reports screen now includes a new "Attached Data Distribution" bar chart, positioned directly below the "Department Distribution" chart. The chart is driven by a selector that lists only lookup-type attached data; each lookup value within the selected attached data is shown as its own bar, sorted by conversation count from highest to lowest. Clicking a bar automatically applies the corresponding lookup value to the Attached Data filter in the Filters panel, letting users drill down — for example, isolating negative calls for a specific queue or age range with a single click. The chart is only shown when the tenant has at least one lookup-type attached data defined, and appears automatically once one is added.
Email Filters on the Conversations Screen
The left filter panel on the Conversations screen now includes a dedicated Email filter section, matching the existing Call and Chat sections. Conversations can be filtered by reply status (All, Replied, Not Replied) and by From/To/CC addresses. This lets supervisors quickly list still-unanswered emails at the end of the day, analysts review the full correspondence history for a specific customer address, and quality managers isolate escalation emails carrying a specific manager address in CC. The Email filter section is only shown for tenants with the email channel enabled.
Email Reply Time Analysis
Reply time for email conversations is now automatically calculated and reported. Each email row in the Conversations list shows its Reply Time, and the Thread view on conversation detail displays the reply time for each individual message. A new email metrics table on Agent Board compares, per agent, total email count, not-replied count, reply rate, average reply time, and average pending time; these values are also added as columns to the Conversation List Excel export. To make this possible, a new inReplyTo field was added to the Ext API email submission endpoint (POST /ext-api/v1/emails), allowing integrating systems to tell CA which message a given email is replying to. As a result, supervisors can identify customers who were kept waiting too long, analysts can spot agents who are not responding, and reply time data can be exported to external reporting tools.
Alvaria S3 Integration
For systems integrated with Alvaria, audio recordings written to S3 storage are now automatically detected via an event-driven mechanism and delivered to CA; a periodic scan also catches any files missed at startup or after an outage, ensuring no recording is skipped. In addition, a conversation's transcript, redaction, and AI Insights results are now combined into a single S3 payload for external systems, so consuming services can read all outcomes for a conversation from one message instead of separate queries. This capability targets System Admin and integration users.
Improvements
Version Information in Category Indexing Events
The category indexing event sent to Data Feeder (IQueryIndexCompletedForDataFeeder) now includes the relevant category version ID. This ensures that when multiple versions of the same category (e.g., with different periods or settings) run concurrently, systems consuming Data Feeder always calculate against the correct version.
Data Feeder Support for Redaction and Evaluation Results
The event selector under Settings > Integrations > Data Feeder now includes Redaction and Evaluation Results options, letting administrators choose whether these results are also published via Data Feeder. In addition, the queue retention period for all Data Feeder messages has been standardized to 24 hours.
Removal of Selected Category Templates
The "Casual Language" and "Negative Expressions" templates (TR/EN/AR variants) have been removed from the Analytics > Categories > Import from templates list. Categories previously created from these templates are unaffected and continue to work as before.
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.