January 26th, 2024
Below are the release notes from January 26th, 2024
Persist Conversations filters for the whole session
We heard your feedback! It’s frustrating for users to navigate to and from Conversation Explorer and have to continually apply the same filters. From now on they’ll persist throughout your session.
Improvements to Classifier Builder
There were a few tweaks we wanted to make to Classifier Builder to make the experience better for you:
1. The date picker now opens up instead of down, making it easier to select a date range to test classifiers
2. It was not clear when the platform was “thinking” when testing a ruleset. We added the loading icon to make it very evident that your search is in progress.
January 18th, 2024
Below are the updates to January Release notes from our release on January 18th, 2024.
Include specific Agent’s conversations in SmartSamples via Rule Builder
The SmartSampler now supports new rules that allow you to specify that multiple agents can be returned as part of a SmartSample. The rule structure is as follows: "If this agent is included in this list, their call can be returned as part of the random sample." The below image demonstrates the appropriate syntax to use this feature:
This should make it much simpler to target your SmartSample efforts around agents who handle certain call lines, product questions, etc.
Displaying Hierarchies in your Workflows Domain
In addition to being able to use our Hierarchy Filter in the Workflow Domain, users can now see the Hierarchy associated to each Workflow Instance. This should help users understand important context for the specific Workflow that has been triggered.
January 11, 2024 (including December 2023 highlights)
For our inaugural release notes available to clients, we're including highlights of features released from December 2023 up to January 11, 2024.
Introducing our NEW Safety Event Identification and Acknowledgement Model!
Safety Events (Product Quality Complaints (PQCs), Adverse Events, and product special situations need to be reported, and properly acknowledged, in your patient interactions.
Failure to properly identify, acknowledge, and report Safety Events can create compliance risks for your organization.
Our new model will identify when a Safety Event is present in a conversation, and identify if the event was adequately identified by the agent handling the interaction.
This model will ONLY be enabled for customers who ask that it be turned on for their account. Please reach out to your Program Manager if you are interested!
Classifier Library
Coming up with the right classifiers to use when analyzing your conversations can be tricky. Now, you can browse our library of recommended classifiers, and copy them onto your own list in just a few clicks! Build out a robust set of classifiers with our simple point and click set up to improve reporting and tracking across all your conversations.
Improved clipping experience in Conversation Explorer for ANY call in Authenticx
Gone are the days where you had to wait for a call to go through evaluation before creating clips for your coaching notes or Montage building. Any call that is uploaded to the Authenticx platform can now be clipped after initial processing...regardless of it’s evaluation status!
*Clipping is also available for your chats now in Conversation Explorer
Automatically translate (and tag) Spanish language conversations
Have Spanish language calls you would like to see translated upon upload to Authenticx? Reach out to your professional services contact today to learn more about setting that up for your account! All translated conversations are clearly tagged for easy identification in Conversation Explorer.
Filter by metadata (and extended metadata) in Conversation Explorer
Within Conversation Explorer, you can now be even more prescriptive when generating a list of conversations to further analyze by applying metadata filters within your personal filter panel.
Convert and edit AI completed evaluations
You can now change answers on AI completed evaluations!
If you want to correct a question because you disagree with the AI’s judgement, convert the original evaluation to a condensed evaluation, and change the answers you disagree with. This will still be an AI evaluation for reporting purposes, but will include your modified answer(s).
If you want to have a human analyst complete the entire evaluation, convert to a full evaluation. Then, visit the Interactions domain to assign to an analyst to the newly created evaluation.
Other updates that were released:
Clipping now available in chat conversations
A new Classifier builder is live in the platform with its own tab in the top navigation of the platform
You can now see words or phrases and classifiers highlighted in your search results in Conversations
Users can search conversations using a “said within” additional condition to filter by keywords in Conversation Explorer
Improvements to the design of SmartSampler