Release date: February 04, 2025
Highlights
- AI Insights: Launched a real-time emotion gauge and aggregate sentiment tracking for agents.
- iOS Reliability: Fixed critical call-drop issues occurring on iPhone devices.
- Context-Aware Callbacks: Enhanced Genesys callbacks with automatic meeting URL delivery.
What's New
AI-Powered Analytics
- Emotion Gauge: Agents can now view a real-time visual indicator of interaction sentiment, allowing for immediate conversational adjustments.
- Aggregate Sentiment: Introduced a second layer of emotional visualization that summarizes the overall mood of the interaction.
- Dynamic Configuration: AI icons and sentiment thresholds can now be adjusted dynamically via administrative settings.
Scheduling Enhancements
- Callback Context: The system now automatically attaches the visitor's short URL to Genesys callback custom data, ensuring agents have instant access to the session upon pick-up.
Stability Improvements
- iPhone Stability: Fixed a bug where clicking outside the agent interface within an iframe on iOS would trigger a false 'Close' event and end the call.
- Camera Management: Resolved a crash that occurred when switching between front and rear cameras during an active session.
Impact / Actions Required
- No action required for standard features. Emotion analytics can be customized under the 'AI Sentiment' section of your settings.
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