Take advantage of our AI Spotlights on the Key Topics reports in Signals!

These Topics are aggregated groupings of the “Key Topics” you see within Conversation Details for every individual interaction.

Combining this aggregate report view with our AI generated Spotlight should help you quickly understand the “big picture” around what topics are driving conversation volume across your customer touch points.
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Remember: Topics Reports are a gated feature. If you want to learn more about this, reach out to your program manager!

Working on a review for an agent and have to step away? You can now save in-progress reviews as a draft and complete them later.

Find your drafts in the My Drafts tab on the Evaluations table.

Our new, powerful, and intuitive reporting domain is officially Signals!

We’ve said goodbye to the Reports and Analyticx tabs, but you can still find all that great data (and a whole lot more) in Signals.

Users often visit Authenticx to answer one big question: what is changing across my company according to my data? The Trends reports in Signals provide answers.

Say you implemented changes to your training to improve agent performance in managing expectations. Use the Average Score by Question Over Time to see if performance in this area has improved!

Our GenAI Topics model now feeds multiple reporting views in Signals. Learn what Topics are trending in your conversations today, or which Topics are typically found in calls with Eddies.

If you don’t have access to Key Topics in Signals but you would like to learn more, reach out to your Authenticx program manager.

Just last release we told you about our new Contact Type model. Authenticx now identifies and assigns a Contact Type to every conversation (i.e. Customer [Member/Patient], Caregiver, Internal [Agent to agent]).

Now you can use Signals to explore the prevalence of each Contact Type in a given time period, or correlate the prevalence of each Contact Type with other data you care about.

Some large amounts of data were taking a long time to load in Signals, causing users to get stuck when they wanted to change their filters but had to wait for the old request to finish. Now, users can cancel a loading set of data before it loads and apply different filters.

Saved Filters are now interoperable between Conversations and Signals. Access all saved filters in both domains!

New filtering experience in Signals! Now, you can apply the robust filters of Conversation Explorer in Signals to dive even deeper into your data and get insights from your convo search results. You can also save your filters at the user-level!

Here’s a quick video showing you how!

Contact types will be automatically tagged on all conversations now in Authenticx! For every conversation, Authenticx will automatically tag a conversation as being with a:

Note: Contact types will only be applied and labeled on conversations uploaded into Authenticx starting June 3, 2024.

Filter by contact type in Conversation Explorer

With contact type, you can now find conversations that come from a specific category of your contacts, and identify deeper insights into context, call drivers and more. Just choose one or many contact types from the dropdown on the left when filtering down conversations:

Filter by contact type in Signals

Additionally, you can filter any and all Signals charts by contact type, surfacing which topics are being driven by contact types. By drilling into drivers, topics, and Eddies by contact type, you’ll see a new world of insights to better help your customers.

Contact Type is a filter inside of the new Signals filtering experience:

If an Adverse Event may have been discovered in a converastion, users will be able to see this in the Highlights tab of a conversation just like with Eddy Effect. Simply untwist the collapsed menu to reveal where in the conversation the Adverse Event Signals have been identified.

Note: Not all conversations flagged with an Adverse Event will identify precisely where in the conversation the AE was found.