When viewing a Conversation Details, now you can see the most critical information about the interaction all in one place. Introducing a new Highlights tab, where you can find our brand new Topics AI model in Authenticx!

This model intelligently generates up to 3 top topics for a given conversation. You can also see a brief description about why this topic was so relevant in the conversation.

We’re really excited about this addition, and we look forward to bringing you more capabilities and reporting around Topics in the coming weeks.

When viewing your evaluations in My Evaluations, you can now view, sort, and filter by Agent: making it easier to focus on completing evaluations for particular team members.

It is helpful to understand what exactly went wrong when a file fails to process in Authenticx, so that you can quickly address and eliminate the issue. Our new File Dashboard update allows you to see which files failed to process and why!

If you’d like to convert or change an evaluation completed by AI, the experience is now much easier. In the menu on the evaluation, select Convert to Human Evaluation. Then we’ll ask for more information about what you’d like to accomplish, and prompt you to select a person to complete the evaluation if applicable.

Sometimes extremely large amounts of data will cause the platform to time out. We weren’t providing helpful guidance about what to do when this happens, so we’ve adjusted our error message to help you successfully test Classifiers.

Now, users can filter by call direction when searching for calls in Conversation Explorer. This allows you to limit search returns by inbound, outbound, and transfer to better understand the impact call direction can have on conversation topics and outcome.

When viewing your interactions, you can now select Evaluation Modified Date as the date type. You can also view the Modified Date in the table itself. Use this date to understand and quickly find which evaluations were updated most recently.

This week’s release was largely dedicated to in-platform work and minor enhancements that re-enforce the infrastructure and key functionality of Authenticx.

We made great progress on several customer-facing enhancements that we are excited to share with you next week!