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Release notes 24.3

9 months ago by Craig Blake

Last updated 03/14/24 with Cogito 24.3 release

What's New

Quality & Compliance Management Report

Introducing the next generation in quality assurance: Cogito's Enhanced Quality Assurance Dashboard. With comprehensive automation and objective assessments, it provides real-time feedback and coaching to agents, driving continuous improvement. Compliance is ensured through proactive monitoring and analysis of customer interactions. Insights generated by Cogito's solution contribute to process improvement, identifying opportunities to streamline workflows and enhance the overall customer experience.

This update is designed to foster unprecedented collaboration between Quality Teams and Contact Center Leadership, ensuring a seamless quality management approach. Available to all Cogito clients, this release emphasizes personalized coaching and comprehensive quality scoring for every call.

  • Automated Quality Scoring: Every call is now automatically reviewed and assigned a Quality score ensuring comprehensive coverage and insights into call quality.
  • Real-Time Compliance Monitoring: Enhance compliance and quality adherence with real-time feedback, making it easier to maintain standards and improve customer experiences.
  • Adaptable Quality Criteria: Tailor your quality criteria based on specific business goals, allowing for a more flexible and goal-oriented quality assessment.
  • Personalized Coaching: Share coaching insights with all agents, utilizing CX & EX measurements from live calls to guide improvements and performance.
  • Quality Scorecard Walkthrough: Detailed explanations and definitions for the new widgets on the Quality Dashboard, including QA Score, Engagement, Customer Experience, Topic Prevalence, and Call Distribution by CX Score.
  • Actionable Insights for Improvement: Insights on Talking Points and Focus Areas to help identify outliers for EX and CX, aiding in targeted coaching and quality audits.

[Some features require Conversation AI activation]

Cogito Data API for Conversation AI

Cogito continues to activate new platform APIs enabling customers with direct access to all post-call Cogito Data available in a structured & standardized format through a set of API endpoints. The API empowers customers to interact with Cogito programmatically, making it easier to access, retrieve and use Cogito data that matters most to business operations.

As part of the 24.1 release, we launched the foundational Data API Interval endpoints to retrieve all Emotion AI metrics as well as the CX & EX scores. In the 24.2 release, we launched Data API Intervals Summary endpoint which retrieves key Cogito metrics for aggregation based on agent, supervisor, line of business (LOB), and organizational levels across time.

Release 24.3 introduces a new Data API endpoint for analyzing interactions with Cogito’s Conversation AI. It offers metadata on conversation timing and participants, while facilitating both topic analysis and topic configuration insights.

  • Conversation AI Metadata: This segment of the Data API provides timestamps and unique identifiers, enabling the association of Cogito CAI data with customers’ call data.
  • Topic & Configuration Analysis: This section offers insights into conversation topics and their frequency, providing data for more customized topic analysis. It includes relevant keywords and details about the configuration utilized.
  • User Information: Here, Cogito user details involved in conversations, such as username and time zones, are included.
  • Query Details: The final section of the CAI endpoint outlines specifics of the query used to retrieve the data including time frames.

Note: Subsequent releases of Data API will include endpoints to obtain transcripts, call summaries, experience reports, and quality assurance reports.

General Improvements

Cogito Data API for Intervals Summary via SFTP

As part of the 24.2 release, we launched the Data API Intervals Summary metrics. This release we enhanced this feature to allow the metrics to be accessible using SFTP as data file.

Metrics available from the intervals summary data file include counts of viewed live, positive EX, negative EX, neutral EX, and total durations for all intervals and audio.

Settings addition of Topic 'Adherence' Category [BETA]

Topic categories have been introduced with the release of Quality Reporting to allow an administrator the ability to define Adherence category to new or existing topics. When used in conjunction with Quality report, a user can categorize a subset of topics to be Adherence which will be represented under topic prevalence section of Quality report.

Bug Fixes

  • Icon Discrepancy has been fixed where under specific use cases the agent logged-in state was not accurately represented. [Release Candidate]
  • EX score not displaying has been fixed when opening coachable calls from the coaching tab.
  • Settings and Tab background colors were fixed to provide more contrast between the cards.
  • Settings Guidance Group business goals, Supervisor Coverage members, and Users organization drop-down lists are now sorted alphabetically for easier search.