Last updated 10/27/23 with Cogito 23.10 release

What's New

This is a maintenance upgrade designed to provide Cogito customer’s with our latest software version adhering to our monthly release schedule.

Performance Improvements

Search Feature Enhancements

• Column for Guidance Viewed Live added clarity to Search results. All calls where GVL is reported as 0% will be identified by a grey dot in the search results. Calls where GVL was used by agent, remain as dark circle.

• A filter allowing supervisors to search for starred calls is available in Supervisor search view. Search results continue continue with ability to be sorted by Starred or Not Starred calls.

Conversation AI

Comprehensive Library of all topics in Settings

All preloaded Conversation AI topics are available for selection in the Search or viewable within Intelligence Reports. This is true regardless of which group each topic is assigned.

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EXAMPLE

The settings tab reveals 3 Conversation AI topics available to the specific customer. The customer has determined that 2 of those topics will be available to agents in Group A and 1 of the topics will be retired from Group A.

Resulting availability will be as follows:

• Play Call View: The 2 active topics still appear as designed. The now inactive, 3rd topic will only appear on older calls.
• Intelligence View: Any topic selected will appear if selected for reporting data. This includes both active and inactive topics.
• Search Tab: In the cues drop down, all topics will be available for selection - regardless of whether they are assigned to Group A or another group. This is a visual change as supervisors will see topics that may not be assigned to their own group.

Topic Target Role Assignment

Administrators can now assign a Conversation AI topic to a target role for delivery to an Agent, Supervisor, or logged as "Data Only"

• Data only replaces the term “Nobody” to reflect topics that are counted in post-call data extracts

Bug Fixes

• Fixed search results periodically failed to load all appropriate calls under certain conditions
• Fixed search results when filtering by time and with different pagination value would not load completely
• Coaching Goal: Fix resolves periodic “failure to load” messages that had appeared when Supervisors sought to review an agent’s calls associated with specific goals.