Version 4.16

  • Updated on May 7, 2024
  • Published on Apr 25, 2024
  • 2 minute(s) read
  • CA
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Version 4.16

25 Apr, 2024

Enhancements

  • Following Phrase Suggestions in Category Builder:
    The phrase suggestion feature in the category builder now suggests following phrases, extending its functionality.

  • Multiple Categories in a Category Group:
    Users can now combine a category with multiple categories within the same group, streamlining the category creation process.

  • Adding Lists under Categories:
    The "Convert from text category - list" option allows users to add long lists with "OR" operator, enhancing category creation.

  • Inclusion of Automatic Evaluation Results in Question-Based Reports:
    Users can now view the results of automatic evaluations in question-based reports, providing comprehensive insights.

  • Categories in Conversation Excel Reports:
    Information about matched categories is now included in Excel reports, improving data analysis capabilities.

  • Renaming Conversation List Excel Files:
    Users can now rename exported Excel files for better traceability of documentation.

  • Periodical Evaluation Reports (Hourly, Daily, Weekly, and Monthly):
    Agents' supervisors and managers can now track evaluation results on a periodical basis.

  • Preselected Evaluation Form Options:
    During the creation of evaluation forms, users can select possible options to expedite the evaluation process.

  • Exporting Text Search Items:
    Categories can now be exported with included phrases, enhancing data management capabilities.

  • Predefined Ask GenAI Scenario: Silence Reason:
    The "Silence Reason" scenario is now available for all tenants, enabling users to detect reasons for silence in conversations.

  • New Analysis Language: Welsh:
    Welsh language support is now available in Knovvu Analytics.

  • Exclusion of Evaluation Results with Pending Objection Status:
    Agent performance metrics now only include evaluation scores without pending objections, ensuring certainty in performance decisions.

  • Adding Moments on RTG Supervisor Dashboard:
    Supervisors now views and tracks the moments of active conversations with timestamp on dahboard in real-time.

  • Date Filter for RTG Moments:
    Moments can now be filtered by time.

  • Hyperlink Shortcut on RTG Scenario Builder:
    Hyperlinks can now be added to scenario actions easily by using hyperlink shortcut on scenario builder.

Improvements

  • Warning for Evaluator Status Change to Passive User:
    Users are now warned if an evaluator defined in an assignment becomes a passive user.

  • User-Based Memory for Toggle Switches:
    Toggle switch states are now remembered for the session.

  • Restriction on Status Change of Forms Used in Assignments:
    Disabling a form defined under an assignment is now restricted.

  • Disabling Auto Deactivation of Categories in Reports:
    Categories used in premium reporting are no longer automatically deactivated due to idleness; they must be included in reports to prevent deactivation.

  • Selection of Irrelevant Options in Normalized Forms:
    Users can now select irrelevant options in normalized forms.

  • 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.