Version 5.20
November 11, 2025
Enhancements
Auto Tagging with GenAI
The previous Yes/No question structure has been replaced with a new Auto Tagging mechanism powered by Large Language Models (LLMs). This new system optimizes the indexer’s performance and supports multiple contextual answers instead of simple binary tagging.
ABP 9.2 and .NET 9 Upgrade
The platform has been upgraded to ABP 9.2 and .NET 9, providing improved performance, enhanced security, and long-term framework support.
Multilingual Mixed Models Added from SR Catalog
New multilingual mixed models, including Asia-40 and several others, have been added to the Speech Recognition catalog. These models enhance transcription accuracy and broaden language coverage for global use cases.
Department Distribution Graph Enhancements
The Department Distribution Graph in dynamic reports has been further improved for better clarity and usability, offering more insightful visualization of department-based metrics.
Improved Hierarchical Distribution UX in Settings
The user experience of hierarchical distribution settings has been refined for easier navigation and better visibility of parent-child relationships across configuration levels.
Excluding Non-Reported Categories from Main Category Processing
Categories marked as IsReported = 0 are now excluded from main category processing, improving efficiency and ensuring only relevant data contributes to analysis.
Ask GenAI for Sentiment in Category Reports
A new Ask GenAI feature has been added to category reports, enabling detection of sentiment root causes using advanced LLM analysis for deeper insights.
Multiple Retention Periods for Conversations
The system now supports conversation-based retention policies, allowing multiple retention periods to be defined per conversation type for more flexible data management.
Hourly Distribution in Dynamic Reports
Dynamic reports now feature an hourly distribution view, enabling users to analyze conversation patterns and activity trends throughout the day.
Agent Summary Popup
A new Agent Summary popup has been introduced, allowing supervisors to quickly review agent-level metrics and performance insights without navigating away from the page.
Agent Feedback Acknowledgement Mechanism
A feedback acknowledgement process has been added for agents, allowing confirmation and tracking of received evaluations or comments.
Feedback Area for User and Conversation-Based Feedback
A dedicated feedback area is now available for both user and conversation-based feedback entries, improving collaboration and tracking of improvement actions.
Churn Prediction Renamed to Churn Risk (AI Insight)
The Churn Prediction feature has been renamed to Churn Risk under AI Insights. It continues to analyze conversation and sentiment data to estimate customer churn probability.
Department ID Display on Departments Page
The Departments page now includes department ID information, improving data traceability and ease of reference for integrations and configurations.
Import Users via CSV
Administrators can now import users in bulk using CSV files, significantly reducing manual entry time and simplifying user onboarding.
Audio Compression Settings Visibility
The system now retrieves and displays file compression bitrate and format from settings, ensuring greater transparency and control over audio quality configurations.
Non-FCR Support for Email Conversations
The Non-FCR framework has been expanded to include email-type conversations, providing unified resolution tracking across all communication channels.
Regenerate AI Insights for Conversations
Users can now regenerate AI Insights for any conversation, ensuring updated analysis when conversation data or AI models are refreshed.
Improvements
Highlighted Findings in Feedback Search
The feedback search interface now highlights matched findings, improving visibility and helping users quickly locate relevant results.
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.