Version 5.23

  • Published on Dec 29, 2025
  • 1 minute(s) read
  • CA
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Version 5.23

December 29, 2025

Score Cards in Coaching & Training Dashboard
A new Score Cards feature has been introduced to enhance evaluation and quality management capabilities within the platform. Besides important performance metrics are presented in a dynamic page such as: Estimated CSAT, First Call Resolution, Avg Conversation Duration, Avg Hold Duration, Avg Silence Duration and Transfer Ratio.

SAML Certificate Management
Users can now import SAML certificates directly through the Knovvu UI from the SAML Settings page, streamlining authentication configuration.

Email Conversation Enhancements

  • Redaction Support: Sensitive information can now be redacted in email-type conversations to ensure compliance and data protection
  • Tagging Capability: Email conversations now support tagging functionality for better categorization and analysis

User-Based Evaluation Enhancements

  • Evaluation from User Lists: Administrators can now create user-based evaluations directly from user lists in AQM
  • Export Functionality: User-based evaluation data can now be exported for external analysis and reporting

Improvements

UI/UX Enhancements

  • Ask GenAI Interface: Multiple UI improvements have been implemented to enhance the user experience when interacting with GenAI features
  • Question Performance in Coaching: Question performance data is now included in Excel exports from the Coaching Dashboard
  • Tooltip Visibility: Improved tooltip visibility and optimized column layout in the Question-Based Evaluator Report for better readability
  • Task Terminology Update: Changed "Agent" to "User" in My Tasks interface for user-based tasks to improve clarity

Assignment Userbook Filter
Added Active/Passive filtering capability in the Assignment Userbook for better user management.

Pronunciation Management:
cross-use of "Pronunciations" and "Name" values in the Pronunciation feature, ensuring data integrity.

Database Optimization
The IX_UserDefinedCategoryIndexResults table has been cleaned to improve overall system performance and query response times.

Integrations

Kafka Integration
A new Kafka integration service has been implemented for the Data Feeder component, enabling real-time data streaming capabilities

Alotech Integration:
Agents are now automatically assigned to default departments in the Alotech-CA integration.

GIR Integration:
Recordings can now be filtered by username in the GIR integration.

Nice Integration:
User activity is now validated in Nice CA integration, ensuring calls are only retrieved for active users.

IVR and Agent Segment Separation (Genesys)
For Genesys integrations, IVR segments and agent segments within a conversation are now separated for more granular analysis and reporting.

Nice Business Data Integration
Nice Business Data is now available as attached data within Knovvu Analytics, enriching conversation context and analysis capabilities.