Release notes 24.4
Last updated 04/16/24 with Cogito 24.4 release
What's New
Call Summarization [BETA]
[BETA]Integrate Call Summarization into your contact center operations to reduce costs by minimizing the time and effort spent on call analysis and documentation. Our innovative Generative AI technology generates summaries immediately after every call, allowing your agents and managers to focus on delivering exceptional customer experiences while we handle the tedious tasks.
With every call summarized and tracked, no revenue opportunity gets lost in the shuffle. Analyze calls and extract valuable data that can help identify potential sales leads, cross-selling, or upselling opportunities, enabling your business to seize those prospects and drive growth.
Our Call Summaries streamline the call documentation process and provide comprehensive, easy-to-read summaries that enhance agent understanding and engagement. By automating repetitive tasks, your agents and managers can focus on building meaningful connections and delivering personalized support, resulting in a more positive and rewarding work environment.
General Improvements
Group Level Feature Flag
Features can be activated at a group level (LOB, etc.) so that only users within the group have access.
Settings - Topic Category Selection [BETA]
[BETA]Within Settings, when creating a topic, a user can now select the category of the topic. Currently, this is used in conjunction with Quality Intelligence report to assign Adherence topics that will be displayed and measured.
Notification Board Alerts Filter
Supervisor cues only assigned to that group/team will be visible from the Notification cue dropdown selection. If supervisor cue has been removed from their team, after 7 days it will no longer be visible for filter selection.
Settings - Tenant Level Experience [BETA]
[BETA]Guidance Groups experiences have been expanded to include the Tenant level. This allows a user to select experiences from the base Tenant level all the way down to Supervisor team level, plus additional levels of Organization and Line-of-Business to provide utmost flexibility on agent experiences.
Cogito Data API Intervals Summary endpoint changed to Aggregation
In Release 24.2 we announced new Data API Intervals Summary endpoint. However, with continued expansion of our platform APIs, we have changed Intervals Summary endpoint to Intervals Aggregation endpoint. This allows us to reserve the Summary endpoint for future roadmap plans and better represent the data context.