Version 4.5

Breaking changes

Deprecated API Method:
PUT/ext-api/v1/conversations/{externalId} method will be removed after 31 January 2024
Start using PATCH /conversations/{externalId} instead.

Enhancements

• New reporting feature: Question based evaluator performance report. Evaluation scores of each questions are shown. The performance of an agent or department can be inspected in the level of questons now.
• New reporting feature: Agent based objection report. The amount of the objections raised by the agents can be inspected by considering acception and rejection percentages.
• New reporting feature: Category distribution. The conversation distribution of each agent or department are presented on category based reporting section of analytics reports page. The created list can be exported as excel file.
• Negative content detection: If there is at least one negative customer sentiment has been detected. The conversation is highlighted as "includes negative content" in the details to outstand crutial customer dissatisfaction events.
• Exporting non-FCR results: Excel export of the non-FCR results has been enabled.
• Category analysis in statistical analysis and comparison pages: Analyzing two groups of conversations or a single group in detail is enabled from tatistical comparison and statistical analysis pages.
• Sentiment analysis in statistical analysis and comparison pages: Detailed analysis of the conversation groups by considering sentiment trend, customer sentiment, agent sentiment is enabled.
• Priority level of an email converastion: Priority level of an email can be received now.
• Logging download events: Downloading a conversation is logged in the conversation history tab.
• Rejection reason: Rejection reason of an agent objection can be created to notify agent about the false objection.
• Hyperlink in evaluation result excel: To further examine the evaluation in detail, an hyperlink to the evaluation id's has been added to the exported excel documents.
• IVR Hold events: IVR hold events are not a part of hold events now. There is a new event called IVR hold is defined for that purpose.
• New evaluation form creation page.

Improvements

• Rating for NPS is editable after the conversation has been created via API.
• Reporter role has been authorized to use GET methods via API.
• Refactoring Analytics Reports
• To optimize automatic evaluation processes creating automatic evaluations for a given date interval has been removed.
• Evaluation of a conversation with the same form by another evaluator over the assignments has been prevented for a better evaluation experience.
• Customer ID information for each conversation has been added to non-FCR page.
• Settings page has been refactored.
• Storing audio files those cannot be analyzed has been prevented.
• Dashboard page under administration section has been removed.
• Tenant admin permissions has been redefined.
• OpenAI models used for Summarization has been updated.
• Excel cell data types has been improved.
• UI Improvements.
• Minor bug fixes.