As of March 2024, the Authenticx Platform now assumes that Interaction date is UTC. Interaction dates will be converted to a user's LOCAL time when displayed to them. Authenticx receives timezone information from a user's browser.

If a date is passed to Authenticx with NO time attached (EX : a convo with an interaction date of 1/1/2024 00:00:00), we have built in a heuristic that will prevent that interaction date from ever changing regardless of a users timezone.

Now introducing the 'Update All' function. This button allows a users Hierarchy Access to be updated for ALL (both active and inactive) Hierarchies at the same time with a single click.

The ability to AI Sample individual conversations is here! There is a new organization permission that will need to be enabled by tenant before it can be added to a role. Once a user has this permission, they are able to sample an individual conversation from the unfocused or focused conversation view.

A new model that identifies, and prevents voicemails from being processed has been released to all clients who did not explicitly opt out. This update can eliminate anywhere between 10-20% of no value calls that were previously being processed and reflected in your data.

This model can be de-activated at any time should there be a batch of voicemails you want to analyze. You can read more about this new model in the Authenticx Academy.

There was no release this week.

We’re thrilled to share the General Release of Signals! Most clients should see a new tab in their navigation called Signals that introduces some amazing out of the box capabilities for reporting, insights, and more:

More documentation on Signals to come!

When trying to find a conversation from an external system like Five9 or Genesys, you may want to search for a single conversation by Client Call ID.
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1. In Conversations, click on "Manage Filters"

2. Select "Client Call Id" under "Basic Filters"

This will add Client Call ID as a filter in Conversation Explorer.

3. Click on Apply
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4. Click on Client Call ID in the filter menu now to paste in your ID and click "Apply" to search!

Now, for AI completed evaluations that have scored evaluation forms you can see the results of those Evaluation scores when clicking into any conversation:

We’re implementing a new waveform UI that will be easier to use (and look at)!

Find the new waveform in Conversation Details and Evaluations.

We heard your feedback! Users would like to see the Conversation summary in the search results in Conversation Explorer, even when they’re also searching for words & phrases or classifiers.

Now you’ll always see the summary along with highlights from the words, phrases, and classifiers you were searching for.

If you use Authenticx to coach your agents, you can now filter AI evaluated calls in our out of the Evaluations table. This will allow you to show only calls evaluated by humans, if those are the ones you prefer to coach.

We have replaced the Agent and Customer labels in transcripts with Speaker 1, Speaker 2, etc to avoid confusion when the transcription incorrectly identifies the Agent and Speaker.

We look forward to transitioning back to Agent and Customer when we have improved our identification.

You can now view the scores of conversations that have been evaluated by humans on the Conversation Details page.

Rather than navigating to the evaluation, see even more relevant details about this conversation at a glance.

Next, we’ll be adding sores for AI evaluated conversations.

Even more great data is now visible in Conversation Details! View all Additional Metadata by expanding that section of the Details on the left side of the page.

When testing classifiers, you can now select whether you’d like to search by Arrival Date or Interaction Date (if Interaction Date is available in your organization’s data).