Version 5.24
January 19, 2025
Enhancements
Kafka–CA Chat Transcript Format
When sending data via Kafka, CA now delivers dialogues in a structured chat transcript format, improving downstream processing and readability.
Publishing “AI Insights Ready” Status
A new signal indicating that AI Insights are ready is now published to consuming systems, enabling better orchestration with external services.
Language Synchronization Between SR and CA via API
Speech Recognition (SR) and CA can now synchronize language selections through API, ensuring consistent language handling across services.
Root Cause UI Improvements
The Root Cause interface has been refined with clearer visuals and improved navigation to support faster and more accurate analysis.
Interaction Management Moved to Settings
Interaction Management configuration has been relocated under the Settings menu, providing a more logical and centralized configuration structure. Can be managed by tenant admin.
Search Over Unmasked Items
Users can now perform searches on unmasked data where permitted, improving investigative capabilities while preserving masking rules. Users can make quick searches or categorizations with the unmasked data while they are masked during the use of Generative AI using functions.
Configure the features that will use masked data under privacy settings: "Search and Categorization" or "Generative AI functions".
Pending Auto-Evaluation for GenAI Categories
GenAI-based categories are not blocking the main evaluation process now.
Limitation for Ask GenAI Projects
Usage limits have been introduced for Ask GenAI projects to control resource consumption and ensure system fairness. Current limit is assigned as max number of the license. It can be changed by the host admin in case of need.
Translation Status as Call Status
Translation progress is now reflected as a conversation/call status, giving users clearer visibility into processing stages.
Email Conversations in Excel Export
Email-type conversations are now included in standard Excel exports, ensuring consistent reporting across all interaction channels.
Improvements
Pod Readiness Check in Clustering
Additional readiness checks have been implemented in clustered environments to improve stability and reduce service startup issues.
Selectable Languages in Language Filter
Users can now restrict the language filter to only selected languages instead of seeing all available options.
Irrelevant & Rule-Dependent Scores in Excel Export (AQM)
AQM Excel exports now clearly display scores for questions marked as “Irrelevant” or “Rule Dependent,” improving QA transparency.
Removing Screen Recordings from Cache
Screen recordings are no longer stored in cache, reducing storage usage and improving privacy and security controls.
Conversation Detail Entity UI Improvement
Entity visualization within the Conversation Detail screen has been redesigned for better readability and usability.
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.