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Shift trades across weeks within schedule to improve agent flexibility
Administrators can now allow agents to trade shifts across multiple weeks within a single published schedule. This feature enhances agent flexibility and satisfaction while reducing manual scheduling adjustments. New rule types let administrators control trade behavior, including the following:
- Minimum time between shifts
- Maximum number of weeks spanned by a trade
- Weekly trade limits per agent
- Paid hours limits based on planning periods
Cross-week trades remain restricted to the boundaries of a single published schedule. Also, the system now enforces weekly paid time constraints based on each agent’s work plan rotation.
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AI scoring support for consult transfers
Administrators can now use AI scoring for calls that include a consult transfer. This update helps supervisors see AI-generated scores even when a consult transfer is used to bridge a disclaimer or other content into the call. Previously, AI scoring did not apply to these types of calls. This improvement helps provide a complete view of agent interactions and supports more consistent use of AI to reduce manual evaluation effort.
View phrase usage in Topic Editor
Administrators can now see how often each phrase is used within a topic, along with links to the specific interactions where the phrase was found. This feature helps administrators better evaluate the usefulness of each phrase and decide whether to keep, revise, or remove it. Previously, administrators had no visibility into how well a phrase performed before publishing it. With this update, they can test phrases against historical interactions, giving them a clearer picture of how effectively a phrase contributes to identifying a topic. This new feature helps improve phrase accuracy and keeps topics more relevant over time.
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Enable audio selection with screen recordings in playback
Supervisors can now select a specific audio recording to synchronize with screen recording during playback. This feature is especially useful when multiple audio recordings exist for an interaction. Previously, supervisors could play back screen recordings but did not have control over which audio recording synchronized with the video. Now, they can choose a specific audio recording (whether a trunk-side or station-side recording), to play alongside the screen activity. This feature helps improve the evaluation experience by ensuring the correct audio is reviewed in context with the corresponding screen actions.
Find Agent search field in gamification profiles
Administrators can now quickly locate the gamification profile an agent belongs to using the new Find Agent search field in the Gamification Profiles view. Administrators can search by agent name, view the profile associated with the agent, and further refine searches based on suggested matches for agent names. This feature improves administration by removing the need to manually browse through multiple entries to identify agent-profile associations.
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Enhanced Voice Transcription Services (EVTS) minutes for Agent Copilot
Agent Copilot now allocates Extended Voice Transcription minutes (EVTS) for the following support languages.
- Dutch
- French
- German
- Hindi
- Italian
- Japanese
- Korean
- Portuguese
- Swedish
This feature allows customers to use Agent Copilot’s AI-driven features, such as knowledge suggestions, summarization, and natural language understanding (NLU), without incurring additional transcription costs. Agent Copilot customers who use EVTS now receive 1,500 minutes per agent, helping to ensure high-quality transcription that improves AI accuracy.
Track and manage billing for Supervisor Copilot AI features
Administrators can now access automated billing for Virtual Supervisor and Supervisor Copilot features, including AI Translate, AI Scoring, AI Summary, and AI Insights. This update introduces usage tracking and invoicing to ensure that charges reflect actual consumption. With this new enhancement, administrators gain clear visibility into how Virtual Supervisor and Supervisor Copilot tools are being used and what costs are associated. This helps support better budgeting decisions and reduces the chance of billing confusion. Previously, usage of these AI features was not billed. Now, administrators can monitor consumption and optimize usage more easily, promoting cost efficiency and transparency.
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