Version 4.16

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.