Users can now save a filter without a date range, making saved filters more flexible and useful over time. To save a filter without a date range, go to Signals, select +Add Saved Filter in the Filter dropdown, and remove the date range from your criteria.

Want to see how your organization can benefit from automated Safety Event identification and escalation, using Authenticx’s cutting edge AI models?

You now have the option to take a “crawl, walk, run” approach, by choosing to run our Safety Events AI Model on a specific subset of conversations (e.g., by hierarchy or count of conversations), rather than across all conversations.

When our model identifies Safety Events, you’ll want to review them promptly. These Safety Events Workflows trigger automatically when the AI Model identifies a Safety Event — no evaluation needed!

To make it easy for your team to review Safety Event Workflows efficiently, the review panel lives within Conversation Details, so you can quickly reference the transcript and any Adverse Event Signals our Models have highlighted.

Reach out to your Authenticx account contact you are interested in testing out our new Safety Events experience within your org!

As of this week, the previous Workflows experience has been fully retired. All users are now transitioned to the enhanced experience, where they’ll see all relevant information with clear actions on one page. You also can’t edit evaluations until workflows are resolved.

You can access any workflow from the Evaluation, the Workflows domain, or the link in your email.

We’ve released an update improving our Adverse Event model’s ability to locate and highlight the Adverse Event in the conversation. If you’re interested in using Authenticx to identify Safety Events, reach out to your Authenticx contact or [email protected]!

The menu of options to configure a custom dashboard has a new look. Select Edit to rename, change visibility, or add your company logo.

Data grids (tables) in Authenticx have a new look!

Apart from latency enhancements that should allow data grids to populate faster, this update includes several new operators for filtering, including “is any of.”

You can now click the heart icon to mark a conversation as one of your personal favorites! You can do this in Conversation Explorer on the search results cards, or within Conversation Details or the Evaluation.

Coming Soon: Filter for your Favorites in Conversation Explorer & Signals.

The Coaching Progress bar on the Agents page has a new look, making it easier to see how many evaluations have received coaching for each agent.

We continuously fine tune our Topics model. This time, we’ve done additional work to exclude PII from Topic Summaries in Conversation Details.