Version 4.6

SELECT COUNT(*)
FROM ConversationalAnalytics.dbo.TX_ChatTextAndTimes_2023_11
WHERE AgentText IS NULL OR AgentText = ''
  AND CustomerText IS NULL OR CustomerText = '';

Enhancements

• New Category Item: Negative Content. Introducing the "Negative Content" category item to streamline the detection of conversations containing negative sentiments. This new addition empowers users to identify and manage interactions with at least one negative sentiment seamlessly.
• New Assignment Structure: Equal Agent, Department, or User Group-Based Assignment. We are pleased to announce a revamped assignment structure that focuses on equality and efficiency. Users can now evaluate an equal number of conversations from each agent, department, or user group, aligning with the workforce dedication for a fair and balanced assessment.
• New Evaluation Question Type: Sentiment Status. Enhancing evaluation capabilities, we've introduced the Sentiment Status question type. This allows for a nuanced assessment of conversations by considering Agent Sentiment, Agreement Status, Customer Sentiment, and Sentiment Trend. This addition brings a more comprehensive understanding of the sentiment dynamics within your interactions.
• Search Toolbar in Departments. Navigate effortlessly through departments with the new search toolbar in the filter selector or the departments menu. Locate the required department swiftly, improving overall user experience and efficiency.
• Interval Category Support for Chats. We now support the Interval category for chats, providing users with a more diverse set of categorization options. This ensures that your chat conversations are accurately classified based on opening and closing scipts, contributing to a more refined analysis.
• Selectable Number of Conversations for AI Categorization Training. Tailor your AI categorization training experience by selecting the specific number of conversations to be trained. This customization feature provides users with greater control over the training process, allowing for a more targeted and efficient utilization of resources.

Improvements

• Name of the previous evaluator has been added to the objection email.
• Smoke test application to inspect analysis processes
• Ignored Phrase sample file naming has been changed.
• Details about the exported excel is added to the audit logs.
• An information about not supported audiofiles on the waveform has been added if any captured.
• Accessing the Reason pool has been restricted from the agent users.
• Compatibility with Knovvu ML authorization for the inference has been added.
• Settings for Generative AI has been added in DB level.
• Email Alerts has been moved under Analytics menu and Email Alert Logs has been moved under Administrations menu.
• UI Improvements
• Bug fix: Loading problem in long conversations
• Bug fix: Mulfunction in summarizaiton for emails
• Bug fix: Disabled feature: User feedback
• Bug fix: Not showing the near item including category details on the waveform
• Bug fix: Showing ignored phrases in analysis details.
• Bug fix: Not showing the sentiment trend results in statistical comparison page.
• Bug fix: Auto completion of the evaluation if a new conversation could not been found.
• Bug fix: Format of the evaluation duration values in the excel.
• Minor bug fixes

Knovvu RTG

• GET scenarios endpoint supports to return only scenarios inluding given agent.
• Trimming the whitespaces in the scenarios.
• UI Improvements in settings page.