Version 4.15

Version 4.15

1 Apr, 2024

Enhancements

• Enhanced Categorization with "Not Matching" Condition:
  Users can now refine categorization by incorporating the "not matching" condition, enabling more precise category creation.

• Improved User Selection for Assignments:
  A new user selection tool allows users to easily select multiple individuals from various user groups or departments for assignments.

• Exporting Automatic Evaluation Results to Excel:
  Users can now export automatic evaluation results to Excel for further analysis and reporting.

• Inclusion of Evaluation Comments in Excel Exports:
  Evaluation comments are now included in Excel exports, providing additional context and insights for analysis.

• RTG Supervisor Dashboard:
  Supervisors can view their agents' status, track duration of conversations, customer sentiments, and transcripts of conversations on one page in real-time.

• Generating RTG Scenarios that Attached Data is Monitored:
  A scenario that attached data (queue) parameters are monitored can be generated and more than one lookup (value) can be selected for attached data and the scenario.

• RTG Agent Application:
  Agents have access to a widget for observing customer sentiment, moments and actions.

Improvements

• Minor UI Improvements:
  Several minor improvements have been made to the user interface to enhance user experience and usability.
• Minor Bug Fixes:
  Various minor bugs have been addressed to improve overall system stability and performance.