Version 5.25
February 10, 2025
Enhancements
User Group–Based Filtering
The system now supports filtering data based on user groups, enabling more targeted views and refined access to conversations and reports.
Permission-Based Filtering
Filtering mechanisms now respect user permissions, ensuring users only see data they are authorized to access.
Column Options for Evaluation Results Page
The Evaluation Results page now includes configurable column options, allowing users to customize visible data based on their needs.
Username Column in Evaluation Results
A new column displaying the username has been added to the Evaluation Results page, improving traceability and reviewer clarity.
Auto Tagging for Chat and Email Conversations
Auto Tagging functionality has been extended to support both chat and email conversation types, ensuring consistent tagging across all channels.
Audit Logging Enabled by Default
Audit logging is now enabled by default for all tenants, improving security, traceability, and compliance.
Generative AI Features in Premium Package
Auto Tagging and Generative AI Yes/No question features are now defined and enabled as part of the Premium package offerings.
Unified Tag Permissions
Tag permissions and Auto Tagging permissions have been unified, simplifying permission management and reducing configuration complexity.
Email Alerts Improvements
Email alert mechanisms have been enhanced for better reliability, clarity, and configurability.
Active/Passive Toggle for Auto Tagging
Auto Tagging configurations now include an Active/Passive toggle, allowing quick enablement or suspension without deleting rules.
Agent Scorecard CSAT Presentation
CSAT scores are now presented within the Agent Scorecard, providing clearer visibility into agent performance.
Estimated CSAT in Reports
Reports now include estimated CSAT values, offering additional insight where direct CSAT data is unavailable.
Original Voice and Transcript Availability
Original voice recordings and transcripts are now presented automatically as soon as they are ready, improving user access to raw data.
Evaluation Support for Email Conversations
Email-type conversations are now fully supported in evaluation workflows, aligning them with voice and chat evaluations.
Multiple Redirect & Post-Logout URLs
Support has been added for multiple redirect and post-logout URLs, improving flexibility in authentication and DRC cases.
Department Distribution UI Improvements in Dynamic Reports
The department distribution view in dynamic reports has been refined for better clarity and usability.
Conversation Analysis Status UI Improvements
The analysis status display on conversation call pages has been enhanced for clearer processing visibility.
Root Cause Analysis Improvements
Root cause analysis capabilities and UI have been refined to deliver clearer insights and better usability.
Fixed Scoring Range for Coaching Graphs
Coaching graphs now use a fixed scoring range, ensuring consistent visualization and easier comparison across time and agents.
Improvements
Category Builder ‘ALL’ Type Improvements
The ‘ALL’ category type behavior has been improved for more predictable and accurate category matching.
Source Column Improvements in Conversations
The Source column in the Conversations page has been improved to provide clearer and more consistent source information.
Main Department Unselection Behavior Change
The behavior when unselecting the main department has been updated to be more intuitive and consistent.
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.