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Release notes 23.07

10 months ago by Natalja Sticco

Last updated 07/11/23 with Cogito 23.07 release

What's New

Enhanced Play Call View

We are excited to announce the latest update to our Play Call View, which is now available to all clients! The update contains multiple bug fixes and enhancements to improve overall performance and stability for a smoother user experience. Here are the highlights.

Bug Fixes

  • Resolved an issue where the Play Call view would occasionally freeze or crash
  • Addressed a problem where certain audio files were not playing properly within the call view for the clients who are storing their audio with Cogito

Enhancements

  • EX score and Transcript Display are now supported in the new redesigned interface
  • Transcript Display has been optimized to ensure synchronization with the audio playback

Agent Dashboard Enhancements

The new and improved agent dashboard is being enabled for all Agents. It includes new metrics, new design, and positive messaging.

Agent Search Functionality

Call Search is now available for Agents! With the movement of recent calls from the dashboard page to the new search page, we have also added a long-awaited search functionality. We have also made some improvements to Supervisor search as well!

Call Search Functionality

  • Call Search tab has been introduced to the Agent experience for better navigation resulting in a more intuitive user interface for our clients
  • Agents will be able to search for any call they've taken at any time/date, with the ability to search by date, phone number and topics
  • Current day completed calls have been added to the search functionality (previously this functionality only went up to previous day)
  • Bubbles indicating notification size categorically are being replaced with actual percentages in search results

Supervisor Coverage (hidden behind a feature flag)

We are thrilled to announce the newly renamed feature, “Supervisor Coverage”, formerly known as “Supervisor on Leave”. This revamped feature brings enhanced functionality and a more intuitive name to better reflect its purpose.

With this latest update, we have made significant improvements to empower Supervisors with better oversight and management capabilities.

Supervisor Coverage Groups (SCG) have been introduced to help Supervisors with the following tasks:

  • Any Supervisor from now on can assign coverage to any other supervisor(s) for an extended period of time, without the supervisor assigning coverage be considered On Leave/Unavailable
  • Once a Supervisor is part of a SCG, one will automatically have access to all the Agents who report to any Supervisor within the SCG
  • In case a Supervisor leaves or moves to another group, one will automatically lose access to Agents who report to any Supervisor within the SCG

Supervisor Coverage Group configuration is currently executed by Cogito Internal Team.
Client Admin console (Cogito UI Settings tab) is currently in development and is scheduled to be released for general availability in October, 2023.