Version 5.14
August 12, 2025
Enhancements
Coaching Dashboard for Supervisors
A dedicated coaching dashboard has been introduced for supervisors, providing a consolidated view of agent performance, assigned coaching sessions, and training outcomes. This streamlines oversight and facilitates targeted performance improvement.
Custom Entity-Based Masking (Regex)
Masking rules can now be created using custom regular expressions. This allows organizations to define highly specific data masking policies tailored to their privacy and compliance needs.
Conversation ID in Batch Tagging
Batch tagging criteria now support "Conversation ID" as a filter. This enables precise tagging of specific conversations in bulk operations.
Additional Language Support for Translation
The translation feature has been expanded to include more languages. This broadens multilingual analysis capabilities and supports global customer engagement.
Uncategorized Conversation Ratio Display
The system now calculates and displays the percentage of uncategorized conversations. This metric helps users monitor categorization completeness and improve classification strategies.
Default License Enablement
Licenses are now enabled by default upon deployment, reducing manual configuration steps and ensuring tenants are immediately operational.
AQM Sub-filter Synchronization
The AQM Agent Question-based report now synchronizes "From" sub-filters across all relevant views, ensuring consistent data filtering.
New API Method: Get Retention
A new API endpoint has been added to retrieve the current data retention period settings programmatically, enabling automation and monitoring.
Improvements
Punctuation Handling in Categories & UI
Category matching and conversation detail pages now process punctuation.
Tension Ratio Relocation
The "Tension Ratio" metric has been moved from the "Emotional" section to the "Sentiment" section in Category Builder and Statistical Analysis pages, aligning it with its intended analytical context.
Secrets Retrieved on-the-fly from the Secret Store Without Writing to a File
Secrets are now fetched on-demand from the secure secret store without being written to files or environment variables. This enhances security by preventing sensitive data from being stored in potentially insecure locations.
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.