Back to All

Release notes 23.11

6 months ago by Craig Blake

Last updated 11/22/23 with Cogito 23.11 release

What's New

Supervisor Live Dashboard

A new live dashboard has been created to cater specifically to supervisors, helping them to more effectively support their agents and team members. Supervisors continue to represent the critical link between operational management and individual customer interaction. The new live dashboard features an emphasis on the diagnostics of individual calls as well as the progress of teams who are achieving target goals.

The new live page is designed to help Supervisors more effectively support their agents, while also driving towards business targets such as enhanced customer experience and operational efficiencies. In addition to a more intuitive design, the new dashboard reflects more attention to key metrics, additional filtering tools to assess team performance relative to individuals, and a more flexible layout.

Old Version of Supervisor Dashboard

New Version of Supervisor Dashboard

Intuitive filtering features enable supervisors to visualize all agents taking calls, and prioritize those agents in the process of supporting difficult customers. The filtering empower Supervisors to prioritize those calls and to provide assistance to agents who need it.

New Metrics including Total Average Intensity (TAI) and Average Calls/Hr introduced as both trends & averages to track how their team is performing overall. This information can be used to identify agents who are struggling and to provide them with additional support.

Deep Dive Charts for each key metric including

  • Operational Adherence: An agent level view of how many calls, length, speaking behavior intensity, and % of calls using Cogito
  • CX Health per Agent: Track agent level CX with a focus on High, Lows, and trends throughout the day
  • Employee Experience: Review EX for every agent, measuring volume of low, neutral, or high experiences across all agent calls.

Perhaps most critical, the new Supervisor Dashboard enables more employee motivation: supervisors can use the new agent icons to quickly identify agents who are performing well. This allows them to recognize and reward their employees for their hard work.

Search Page Details

Enhancements to the Search Page enable Agents & Supervisors to more effectively prepare for 1:1 coaching sessions.

  • The “Positive Interaction” cue has been included, enabling Supervisors to filter by this cue and reward agents for displaying true connection with their customers.
  • CX score now in decimal format for more precise information
  • Optional "View Details" selection allows:
    • Emotion AI Intensity columns become visible

Transcript Display

For Customers not subscribing to Conversation AI real-time notifications, Transcripts are still available in the PlayCall View by request. Transcripts are available behind a feature flag, so customers can choose to incorporate transcripts in PlayCall viewer