Any users who can see Workflows will now be able to view the Agent tied to the workflow prior to clicking into the evaluation. You can also filter to view only workflows associated with a certain agent to quickly locate relevant evaluations.

Coming soon to an Authenticx account near you: an all new way to surface emerging trends that empower you to proactively address customer issues, performance problems, and more.

These trend reports include:

This will be rolled out to customer accounts soon. If you have any questions: reach out to your program manager.

Coming soon to your account: the ability to review and report on Topics. Our Generative AI Topics model has been identifying the Key Topics driving conversations, and you could view the “Key Topics” in individual Conversation Details.

Now, you can view reports that show the prevalence of Topics across all your conversations.

Topics reports include:

This will be rolled out to customer accounts soon. If you have any questions: reach out to your program manager.

You will be getting more information soon from your Program Manager prior to this model being activated for your account.

This model will identify conversations where the ONLY content is an IVR recording. Any conversations that contain partial IVR content will NOT be eliminated.

Much like the Voicemail Model we released earlier this year, the deployment of this model should help you improve processing speeds and data cleanliness.

There was no release this week.

We have fixed up a bug causing Weighted Score to not display as a percentage when the Chart Configuration is enabled. You should now be able to see weighted scores displayed as a percentage in your reports.

We now can show you why Smart Predict chooses each answer that it does when an RBC based answer is auto-populated by Smart Predict. This is a role based permission that needs to be enabled on your account.

You can click the blue question mark next to the Smart Predict icon to see an initial reading of the Classifier that was identified in the conversation.

For more information (when available), click the “View Context” button for the exact portion of the transcript that the model used to justify it’s answer. This will be made available to clients soon. Your Program Manager will reach out with details when this is available for your account.

Now, the agent name is displayed within the Review Evaluations page to easily identify the agent who the evaluation is concerning.

We improved the speed and performance of the Reports Search bar in Signals. You should notice a significantly reduced load time when using this feature.

We have added a Search bar in the Agents Domain that filters the Agent Eval Table for agents to be able to find specific evals by number quickly.

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