Last updated 11/12/24 with Cogito 24.11 release

What's New

Agent Call Sessions `Beta`

Cogito announcement of Agent Call Sessions is optional feature that combines multiple individual call segments into one single/complete call regardless of holds, multiple parties, conference calls etc. This provides users the context of the entire call from the agent perspective rather than individual call segments.

Benefits:

Uninterrupted Live Call Listening: If a caller is placed on hold, you won’t be bounced out of that live call, and as soon as the Guide is back from the hold, the live listening continues! No longer need to locate the other calls segments once the caller is placed on hold
Single Call Transcript for the Agent: Regardless of how many holds, you will have one call transcript and not multiple transcripts to locate and review
Single Call Summary: Regardless of how many holds, you will have one call summary and not multiple summaries to locate and review
Single CX & EX Score: Call scores are based on the complete call rather than the average of all call segments, and takes into context the entire call. Eliminates multiple scores in Dialog
Adjusted Conversation AI Prompts: Absence-based ConversationAI cues will now have the context of the entire call session and will trigger at most once, rather than once per call segment.
Call Duration: The call duration will now represent the entire call session of the agent, including both their talk time and non-talk time (ie. holds, conferences, etc.) with the customer. Note: The average call duration will also be based on the updated call duration.

Important to note, that the live audio will be available for portions of the call where only the agent and customer are in an active interaction, and not inactive portions like holds, conference calls, multi-party interactions, etc. These inactive portions will also not be scored, generate cues, or be included in transcripts and summaries.

Please work with your Customer Service Manager if interested in this optional feature.

Cogito Data API: Call Sessions with Instant Access to Post-Call Insights

With introduction of Agent Call Sessions, we’re happy to introduce two powerful new endpoints in the Cogito Data API that provide up-to-date access to full Agent Call Session data as soon as a call ends including the non-talk intervals, such as hold, into one session.

This update also removes the previous 24-hour wait time, giving users instant access to post-call data for fast, effective insights that support immediate coaching, reporting, and trend analysis for Business Intelligence.

Key Benefits:

Agent Call Session: Represents the duration of telephonic communication in which an Agent is actively involved, from the initial connection to the moment they disconnect. Agent Call Sessions are currently the primary focus for Data API insights and post-call analysis, as they reflect the full interactions where agents play an active role in handling calls with customers
Immediate Post-Call Access: The Cogito Data API now delivers call session data as soon as a call completes, enabling managers and analysts to review call performance and gain insights instantly. With immediate feedback, users can quickly identify key trends, support agents, and make data-driven decisions without delay.

New Segment-Aware Endpoints for Detailed Insights

To provide an even more comprehensive level of analysis, the updated API includes two endpoints for retrieving post-call data with advanced filtering options.

/agent-call-sessions
Fetch a list of completed Agent Call Sessions with extensive filtering options to target specific types of interactions. Ability to filter by telephony segment tags, sessions, users, and more.
Returns a list of agent call sessions, offering rich, detailed interaction data for EAI Notifications, Intensities, Counts and Call Scoring metric
/agent-call-sessions/{agent-call-session-id}
Fetch a specific completed Agent Call Session using the session ID.
Returns a specific call session, offering rich, detailed interaction data for EAI Notifications, Intensities, Counts and Call Scoring metric

Platform Enhancements

Amazon EKS cluster upgrade v1.29

Security Fixes

CVE-2022-1650 (critical)

CVE-2023-45133 (critical)