Release notes for July 19, 2024
Resolved issues
- Minor bug fixes
- Security enhancements
New and enhanced features
- Admin features
- Configure recommended ranges for speech analytics metrics
Admins have the capability to customize score ranges for key speech analytics metrics including sentiment score, engagement score, talk speed, filler words, talk-listen ratio, longest spiel, and patience. This feature enables admins to adjust ranges that define positive, neutral, and needs improvement categories, reflecting personalized thresholds for metric evaluation. Visuals and tooltips across speaker metric analytics and interaction details pages dynamically update to align with these new configurations, ensuring accurate and intuitive metric interpretation throughout the platform.
- Agent and consumer features
- Comprehensive scorecard analytics for agent evaluations
Supervisors can see the trend of agent evaluation scores over a period of time to understand the impact of training or process changes. They can view evaluation scores by agent per scorecard for a given time period to identify top performers and areas for improvement. Supervisors can also see the frequency of answers chosen for each question in a scorecard by agent to identify trends. The data can be filtered by date range, agent, and scorecard.