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New in This Release

This section describes the new features that were released in the 8.5.x version of SpeechMiner.

8.5.505 Release

  • Improved Trending capabilities: Enables users to monitor and analyze terms and phrases within conversations in conjunction with a variety of search criteria to better surface and analyze unforeseen or unexpected trends to improve business outcomes and agent performance.
  • Configuration Data:
    • User lists now include only users associated with the context in which they are shown (for example, a list of evaluators will only include users with QM permissions).
    • Changes in the Configuration Database are visible immediately in the user interface (for example, when a user is given QM permissions, his/her name will appear in the evaluators list the next time you view the list).
    • Preset views are now supported for users with Genesys authentication.
  • Default Call List Order: A new configuration option that enables you to determine the order of interactions in an interaction list. The new sort options are: Descending by Date Added, Ascending by Date Added, Descending Alphabetical and Ascending Alphabetical.
  • Database Optimization: Database storage can now be significantly decreased by not storing events that were not found with a high enough confidence.

8.5.504 Release

  • Encrypt exported interactions: Enables you to encrypt exported interactions, so that a password is required to access the interactions.
  • Export an Interaction List / Saved Search from a Coaching Session: Enables you to export interaction lists and saved searches directly from a Coaching session.
  • Retrieve Original Interaction: Enables you to export an interaction with its original audio or text file (including all attachments).
  • Export Coaching Session Permission: A new permission has been added to enable or disable the option of exporting an interaction list and/or saved search from a Coaching Session.
  • Retrieve Original Interaction Permission: A new permission has been added to enable or disable the option of retrieving original audio or text data for a specific interaction. This permission is only available in a SpeechMiner Analytics environment.
  • Language Support: Support for the Catalan (ca-ES) language has been discontinued.
  • Search Page: When the Search page is accessed, the Filter Panel will be opened and a search will not be run.

8.5.503 Release

  • Predictive Elements Report: A report composed of two bar graphs that show the relationship between selected Categories and Target Categories.
  • Interaction Evaluation Summary Report: A report that shows the evaluation score for the last evaluation session, associated with a specific evaluator and interaction.
  • Program Distribution Report: A report that graphs the interaction volume for each Program.
  • Edit Call Comments Permission: A new permission has been added to control which Users can edit an interaction comment; this permission is system wide for a given User.
  • Customer Sensitive Data Permission: A new permission has been added to enable the user to display customer sensitive meta data (for example, attached data from CIM) in the SpeechMiner GUI. When this permission is enabled, the data is visible
  • Agent Sensitive Data Permission: A new Recording Only permission has been added to enable the user to display agent sensitive meta data (for example, agent name) in the SpeechMiner GUI. When this permission is enabled, the data is visible
  • Interaction Evaluation Summary Permission: A new permission has been added to enable or disable the Interaction Evaluation Summary report.
  • Timestamps in Comments: Interaction display improvements have been made to include a timestamp in comments. Users will now see the date and time at which the comment was made/last edited.
  • Segment Filter: Users can now filter the Search Results grid according to a specific number of segments. In addition, the search results can be restricted further using the greater than and/or less than options.
  • Support for MSSQL 2014: SpeechMiner now supports MSSQL 2014
  • Recognition Improvements: Recognition improvements have been made for the following existing languages: Arabic (ar-WW), Brazilian Portuguese (pt-BR), German (de-DE), Korean (kr-KO), Japanese (ja-JP).
  • Language Enablement: Recognition of Indian English (en-IN) was enabled. Speech Analytics and Text Analytics now operate on voice interactions and text interactions in Indian English.

    • 8.5.502 Release

    • Recognition Improvements: Recognition enhancements to voice analysis have been made for improved accuracy and detection results for English and Spanish.
    • Shared Evaluations: Creates evaluation sessions about an agent's performance during customer interactions without assigning the sessions to a specific evaluator(s). Instead, each evaluator associated with the session can select and assign himself/herself a specific session from the available pool of sessions.
    • Edit a Completed Evaluation: Users with the correct permission can open, save, export, and close a completed evaluation session.
    • Filter Panel: Users can now quickly and easily create retrieve evaluation session information by filtering the evaluation session list.
    • Export Incomplete Evaluation Session: Users can now export an evaluation session that was saved but not completed.
    • Archive Completed Evaluation Sessions: Users can now archive completed evaluation sessions automatically at a specific period of time or manually.
    • Interactions Report: A new report that provides a list of all the interactions in the system.
    • Localization for Turkish: User Interface localization was added for Turkish.
    • Analytics for Turkish: Speech Analytics and Text Analytics now operate on voice interactions and text interactions in Turkish.

    8.5.501 Release

    • Enhanced Segment Data and Metadata: The Attributes page now contains data for interaction segments.
    • Localization for Arabic: User Interface localization was added for Arabic.
    • QM Evaluation Score Visualization: When a QM evaluation is completed and saved you can the evaluation score appears.
    • Screen Column Customization: It is now possible to change the column order in the Interactions, Events and QM grids per user.

    8.5.5 Release

    • Quality Management - Question Library: When creating a Quality Management form, you can now select an existing group of questions and create a new group for future use.
    • SMUpgrade: The new upgrade process is faster and no longer requires two databases. This one-step upgrade procedure can be performed from any version to any version on the customer's database (that is, a new database is not required).
      Note: SMUpgrade is not automatically included with SpeechMiner. Contact Customer Care to obtain the new upgrade procedure, and allow for one week to receive the required scripts.
      For additional details, refer to the SpeechMiner Upgrade Guide.

    8.5.4 Release

    • QM Evaluations Manager - Media Player: When you play back an interaction in the QM Evaluations Manager, the Media Player can be opened in a separate window.
    • Localization of new languages: User Interface localization is available for the following languages:
        • - German
        - Brazilian Portuguese
        - Japanese
        - Italian
        - Catalan
        - Mandarin
        - French

    • Related Words: When you view the transcript of an interaction, you can use the Related Words option to graphically show which terms are commonly found within the same or similar term clusters as a selected term, and how frequently the terms are found together in the cluster.
    • Search by ID: You can filter an interaction search query according to the interaction's ID.
    • Show/Hide Search Filter: You can now select to show or hide the SpeechMiner Search filter.
    • SpeechMiner Command Line Configuration: SpeechMiner can now be configured using the command line.
    • Transcript - Comments and Events display: With a new Comments and Events panel, you can now view and edit a list of all the comments and events associated with the transcript you selected to view.
    • Playback speed: When you play back an interaction you can now select the playback speed. 1.0 is the default speed and every number above is faster. For example, 2.0 is twice as fast as the default speed.
    • Column selections: Column selections are now saved per user profile. The columns you select to view in a SpeechMiner grid are displayed until you select the "'Reset to defaults'" option. This option resets the grid to display the default column layout.

    8.5.3 Release

    • New Quality Monitoring: A completely new Quality Monitoring module features enhanced forms as well as improved workflows for scoring interactions and agents. Four new Quality Monitoring report templates are included in this release.
    • Exploration of text channels: Text channels are now included in Exploration tasks. Term clusters can be generated for chat and email messages, and displayed in the Trending page.
    • Language enablement: Recognition of Italian and Mandarin audio is enabled.
    • Functionality changes: Three Dashboard widgets (Gauge, My Queues, and Recently QAed) and the QM Agent Summary report were removed from SpeechMiner 8.5.3.

    8.5.2 Release

    • New Responsive Style User Interface: The Main page, Menus, Media Player, Search pages and grids have been updated with the new design.
    • New Media Player with Video Playback Capability: The updated media player, now supports screen recordings. When working with GIR, audio and screen recordings can now be synchronized.
    • Multiple QM Forms per Interaction: Multiple QM form evaluations can now be attached to a single interaction.
    • Categorization Based on Spatial Relationships: Text interactions can now be categorized based on rules such as: "found abc within X words of xyz.".
    • Wildcard Support for Text Interaction Topic Definitions: Similar to Voice interaction topic definitions, text interaction topic definitions can now use wildcards.
    • Recognition Improvements: Recognition improvements were made in this release based on new customer and vertical training material.

    8.5.001 Release

    • Ability to add text interactions to saved lists: Similar to voice interactions, text interactions can now be added to saved lists.
    • Ability to add comments to text interactions: Similar to voice interactions, comments can now be added to text interactions.
    • Ability to search for numbers in text interactions: Numbers and special characters can now be used in search term definitions for text interactions.
    • Events are displayed in text interactions: Similar to voice interactions, topic events are highlighted when they occur in text interactions.
    • Topic filters in reports supports text interactions: The topic parameter in the Data Set Filters on the reports now works for text interactions.
    • Support for wildcards in Spanish: Similar to English, wildcards are now supported for Spanish voice interactions.
    • High Availability improvement for indexing: In the event of an index failure, the system will automatically switch to a backup index.

    8.5.0 Release

    • Interaction Recording Integration: SpeechMiner 8.5.x provides the UI for Genesys Interaction Recording - Voice Edition. This enables preconfigured integration with the new Genesys recording product.
    • Chrome Support: Support for Chrome on Windows for the Interaction Recording features.
    • Chat Support: Support for chat interactions with multiple speakers.
    • Genesys Branding: The web UI has been re-branded with the Genesys name, logos, and colors.
    • Configuration Server Integration: SpeechMiner now integrates with Genesys Configuration Server for centralized user management.
    • Language Recognition Support: Support for Brazilian Portuguese and German language calls.
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