Version 4.24

August 22, 2024

Enhancements

Navigate to Transcript Section from Moments in Dashboard:
Supervisors can now click on notifications in the dashboard to be automatically directed to the corresponding section in the transcript. This enhancement allows for quick review of relevant parts of the conversation. When a notification is clicked, the transcript will scroll to the relevant section and then stop autoscrolling, enabling focused examination of the conversation.

Ask GenAI Option in Scenario Actions:
Users can now select the "Ask GenAI" option within the action section of scenarios, enabling dynamic and AI-driven responses. Instead of providing a fixed response, this feature allows GenAI to generate contextually relevant and varied replies based on customer inquiries or comments, enhancing the interaction's effectiveness. The generated response is then delivered to the agent in the agent interface, allowing the agent to provide a tailored reply to the customer.

Increased Scenario Limits for Enhanced Management:
Supervisors can now create and manage more comprehensive and complex scenarios with increased system limits. The active scenario limit has been raised from 50 to 70, allowing for greater flexibility. Additionally, the character limit in the scenario action-content section has been expanded from 500 to 1,000, providing more space for detailed and elaborate actions.

Improvements

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.