Version 5.21
November 19, 2025
Enhancements
Export Users as CSV
A new export option allows administrators to download all users in CSV format, simplifying bulk user management and reporting processes.
Top 10 / Worst 10 Agents in Coaching Dashboard
The Coaching Dashboard now highlights the Top 10 and Worst 10 performing agents, enabling supervisors to identify strengths and weaknesses more quickly.
Language Filter
A language filter has been added, allowing users to narrow down conversations or data by language for more targeted analysis.
Display Audio Compression Settings
The system now retrieves and displays the audio compression bitrate and format directly from configuration settings, ensuring transparency and easier troubleshooting.
Multiple Evaluations from Conversation Detail
Users can now initiate multiple evaluations for the same conversation from the detail page. To enable this feature, activate the relevant configuration under AQM settings.
Improved Assignment Creation
Evaluator and agent lists are now filtered more intelligently during assignment creation, speeding up workflow and reducing selection errors.
Redaction Support for Chat Conversations
Chat-type conversations are now included in the redaction/masking process, ensuring consistent data protection across all communication types.
Dynamic LLM Provider Update
The LLM provider has been migrated from a product-based model to a service-based model. New LLM models are now added to CA automatically—without requiring a new release.
Disable Excel Export for 'Not in Reports' Category Filter
To prevent confusion and unnecessary export operations, Excel export is now disabled when the “Not in Reports” category filter is selected.
Quick Search for All Conversation Types
Quick Search functionality has been expanded to support all conversation types, improving discoverability and navigation throughout the system.
Matching Categories for Email Conversations
Email conversations now display matching categories detected by the categorization engine, ensuring consistency with voice and chat channels.
Custom Retention Period for Genesys–CA Integration
A new option allows custom retention periods specifically for Genesys-integrated conversations, enabling more granular data lifecycle control.
Call Number Search Helper with Wildcard Support
A helper tool has been added for searching call numbers, including support for the * wildcard to simplify complex searches.
Category Details in AQM Evaluation Forms
Evaluation forms now display detailed category information, allowing evaluators to better assess agent performance based on detected insights.
Improvements
Support for Special Characters in Regex Entities
Regex-based entities now support a wider range of special characters, improving accuracy in data extraction and masking rules.
Updated Sentiment Colors for Improved UX
Sentiment colors have been refreshed for better visual clarity and a more intuitive user experience.
Forced Full String/Word Masking for Regex-Based Entities
A new configuration allows full-string or full-word masking when using custom regex entities, ensuring stricter privacy for sensitive patterns.
Language Synchronization Between ixHero and CA iFrame
Language selections are now synchronized between ixHero and the embedded CA iFrame, ensuring a seamless multilingual experience.
New Monitoring Metrics
Additional monitoring metrics have been introduced to improve system observability and operational insights.
User-Based Feedback Report – Column Rename
Columns for non-call users have been renamed to better reflect their role and context within the User-Based Feedback Report.
Prevent Repetitive Requests in Coaching Dashboard
Unnecessary repeated API requests between Coaching Dashboard tabs have been eliminated to improve performance and responsiveness.
Back to Feedback Navigation Button
A new button allows users to return directly to the feedback list after viewing a specific feedback entry.
Departments Column in Non-FCR Page
The Non-FCR page now includes department information, improving traceability of unresolved cases.
Separated Indexing for Generative AI Category Items
Indexing for categories containing Generative AI items has been separated, resolving performance issues previously observed with GenAI Yes/No logic.
MinIO Upgrade
MinIO has been upgraded to a newer version, improving storage stability, performance, and compatibility with CA services.
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.