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March 15, 2025

This release brings improved conversation insights, enhanced bot quality management, better live translation support, clearer email and call transcripts, and key bug fixes for a more stable and efficient experience.

Change log​

  • NEW New Improved Conversation Reports with captured data filtering

    • Easily access and review recorded conversation details.
    • Select a display name first to narrow down relevant conversations.
    • After selecting a display name, filter for a specific value with an exact match.

  • NEW New Bot Message Insights in Historical conversation reports

    • Users can now view bot message insights directly within the Historical Conversation Reports.
    • Insights will be stored and accessible for 90 days to ensure sufficient time for analysis.
    • This feature is available under Historical Reports > Conversation in the Portal, where users can view bot message insights alongside the conversation transcript.

  • NEW New Bot Quality Management for Bot email drafts

    • Bot Event Tracking & Quality Management – View knowledge base searches, API calls, and LLM completions for bot-generated email drafts, ensuring event records are maintained while helping identify gaps like missing knowledge base articles and understanding why agents modify drafts.

  • NEW New Improved Recording File naming for downloads

    • Clear File Naming – When downloading recordings, the filename will follow this structure:
      • date-time-customerphonenumber.wav
    • Better Usability – Makes it easier for customers to organize and share recordings with their clients.

  • NEW New Email details now visible in activity history and conversation transcripts

    • Clear Email Headers – Now, you can see the following details for each email: From (Sender) | To (Recipient(s)) | Subject (Email subject line) | Time (Sent/Received).
    • Available in Multiple Views – These details are now visible in both task history and conversation transcripts in the portal.

  • NEW New Live Translation UI now displays partially recognized speech in Real-Time

    • Real-Time Partial Speech Display – See partially recognized speech as it is processed, enabling early decision-making, automatic translation, and visual feedback with a loading icon, all configurable via a toggle in the live translation node.

  • NEW New Customer Email Address displayed in task history for chat conversations

    • Customer Identification & Efficiency – Customer email addresses are now visible in task history for webchat and other chat media types, improving visibility in the portal and helping agents quickly identify and follow up without extra steps.

  • NEW New Live Translation now supports Norwegian, Danish, Swedish, and Finnish

    • These additions ensure a more seamless translation experience for multilingual interactions.

  • RESOLVED Fixed an issue where the LLM was generating QnA pairs for all conversations, even when no useful topics were available.

  • RESOLVED Fixed an issue where default channels could be deleted, causing outbound call and email failures.

  • RESOLVED Fixed an issue where some customers were unable to download WhatsApp conversation transcripts, encountering a forbidden sign instead.

  • RESOLVED Fixed an issue where email transcriptions with outbound attachments could not be downloaded from conversation reports.

  • RESOLVED Fixed an issue where call transcripts did not include voice bot interactions when a call was transferred to a BE agent.

  • RESOLVED Fixed an issue where the call transcript of voice conversational bots incorrectly displayed all messages on the customer side.

  • RESOLVED Fixed an issue where inbound email conversations could get stuck if the email work item was in preview and the agent was forced to log out.

  • RESOLVED Fixed an issue where the Conversational Bot did not process the SessionTerminated message if the conversation was not assigned to a bot and was released in the bot.

  • RESOLVED Fixed an issue where a NaN (Not a Number) error was displayed in Realtime Reports > Teams for the average handling time of all tasks.

  • RESOLVED Fixed an issue where the documentation for Internet connectivity triggering an auto-logout was unclear and required improvements.

    • Added detailed steps for capturing and exporting HAR and console log files in the Agent interface to assist with troubleshooting network issues.

  • RESOLVED Fixed an issue where the CustomerManager import job purger failed to execute on production, causing the service to restart repeatedly.

  • RESOLVED Fixed an issue where the supervisor monitoring feature for chat and voice did not work on the portal, displaying a blank page with a 304 error in the logs.

  • RESOLVED Fixed multiple typos in the documentation to improve readability and clarity.