Version 5.17
September 19, 2025
Enhancements
Department Distribution Graph in Dynamic Reports
Dynamic reports now include a department distribution graph, allowing supervisors to analyze performance and trends across departments more effectively.
Wildcard Support in Category Builder for Attached Data
The Category Builder now supports wildcard usage when working with attached data, making category creation more flexible and powerful.
Periodic Agent License Status Updates
Agent license statuses are now updated periodically to ensure accuracy and prevent inconsistencies in license usage tracking.
Category Details in Categories Page
Category details are now displayed directly on the Categories page, providing more transparency and category details.
Marking Last Non-FCR Conversation as Resolving
The system now marks the last non-FCR conversation as a “resolving conversation,” improving classification and reporting accuracy for first contact resolution metrics.
New API Method: GET Question-Based Evaluation Results
A new API method has been added to retrieve question-based evaluation results, allowing external systems to access evaluation details programmatically.
Evaluation Comments in Coaching Dashboard
Coaching dashboards now display evaluation comments, enhancing the context and usefulness of coaching sessions.
Agent-Based Conversation Duration Distribution
Conversation duration distribution is now available at the agent level, enabling performance and workload analysis per agent.
Revised Non-FCR Labeling & Classification Structure
The Non-FCR framework has been revised with improved labeling and classification, providing more accurate first contact resolution insights. The Non-FCR framework has been revised with improved labeling and classification, providing more accurate first contact resolution insights.
Previously, conversations outside the scope of FCR and Non-FCR were not displayed with a clear label. With this release, all such conversations will now be tagged as "Pending classification" and will not fall under the "Out of scope" or "Black list" labels. To update the previous conversations status with the newly added "Out of scope" or "Black list" tags, use the "Save and restart Non-FCR tagging" option located under the Save button in the Non-FCR settings page. Details of the new structure: Features
Department Distribution in Exported Reports
Exported reports now include department distribution data, ensuring consistency between in-system reporting and exported files.
Sentiment Category Items for Email Conversations
Sentiment category items can now be applied to email conversations, broadening sentiment tracking across more communication types.
Sentiment Category Items for Chat Conversations
Chat conversations now support sentiment category items, ensuring consistent sentiment analysis across all channels.
Improvements
Multiple Attached Data Filtering in Evaluation Results & Non-FCR
Evaluation results and Non-FCR analysis now support filtering by multiple attached data items, allowing more granular insights.
Tenant Information in Kibana Logs
Kibana logs now include tenant information, improving traceability and simplifying multi-tenant system monitoring.
Increased Pronunciation Limits
The limit for pronunciation entries has been increased, allowing for better customization of speech recognition performance, especially for large or specialized vocabularies.
Minor UI Enhancements
Several minor improvements have been implemented to enhance the user interface. These enhancements make the interface more intuitive and user-friendly, contributing to a better overall user experience.
Minor Bug Fixes
Various minor bugs have been addressed to improve overall system stability and performance. These fixes result in a smoother and more reliable user experience.