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Recording and QM

Information.png Note: Not all changes listed below may pertain to your deployment.

June 12, 2017 (8.5.507.01)

What's New

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 to the Configuration Database have an immediate effect on the system (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).

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.

Export to PDF

  • Enables users to export a completed evaluation session as a PDF file.

Export Completed QM Sessions

  • Users can now export completed evaluation sessions according to a specific date range.

Auto fail report

  • A drill-down report that focuses on auto-fail Quality Management questions and agents is available.

Distributed evaluations targeted to specific agents

  • Supervisors have the ability to evaluate specific agents repeatedly over time.

Quality Management - Agent Notification

  • Enables agent collaboration to provide agent feedback against evaluations and related scores

Show Evaluation Session Score Permission

  • Enables a user to turn on/off the evaluation session Show Score option.

Replace interaction

  • A user (based on existing search criteria) can select an alternative interaction due to the interaction's quality.

Ad-Hoc evaluation

  • You can launch an evaluation from the player against a specific media asset.

Resolved Issues

  • When you try to filter the search results in the following SpeechMiner grids, when you are not viewing the first search results page, the filter will now redirect you back to the first search results page: (PRSM-16249)
    Interactions Lists
    Saved Searches
    Users
    Saved Reports
  • When you playback a screen recording an error no longer appears in the Browser Console log. Previously, an error appeared in the Browser Console log. (PRSM-16189)
  • When the database contains less than 1000 interactions, the number of interactions in the report now matches the number of interactions in the grid that appears when you drill-down. Previously, the number of interactions in the reports did not match the number of interactions in the grid. (PRSM-16022)
  • When a calibration evaluation is not created because not all evaluators have permissions to view the selected interaction, the status of the evaluation is now correctly marked as Inactive. Previously, the status of the evaluation was incorrectly marked as Active. (PRSM-16063)
  • The Apply option in the Edit Comment window is now only enabled for users with the required permission. Previously, it was enabled for all users with or without the required permissions. (PRSM-16061)
  • A user that does not have permission to view a specific evaluation session, can no longer view the same evaluation session from REST API. (PRSM-15930)
  • Saving a search functions as expected. Previously, saving a search took longer than expected.(PRSM-16424)
  • All SpeechMiner roles now have the Edit Action Items permission. (PRSM-14637)
  • When a saved search is run after it has already been run once, the results are now accurate and no longer reflect the results of the previous search. (PRSM-17137)
  • When using a metadata filter in reports, the number of interactions in the result set is correct and there is no longer an inconsistency between the report and its drill down. Previously, the number of interactions in the result set was sometimes higher than the actual number of interactions that the report should have retrieved. (PRSM-18278)
  • When you select to configure a custom date range for an evaluation, you only need to click the desired date once for it to be selected. (PRSM-15938)
  • SpeechMiner menus now close when a selection is made from the menu. Previously, in this scenario, the menu stayed open. (PRSM-17136)
  • The total call time no longer overlaps the time line in the Evaluation Manager player when the total time is more than 1 hour. (PRSM-17088)
  • In the Metadata Frequency report the number of interactions filter now supports a double digit (>=10). Previously, it only supported a single digit (0-9). (PRSM-17189)
  • When Sharing an interaction list with another user, a delay no longer occurs as soon as you type the first letter of the users name. (PRSM-17992)
  • When you listen to a long call (longer than 20 minutes) without doing anything else in the UI, your session remain alive, and you will stay logged in the application. (PRSM-17833)
  • The name of the Action Item assignee no longer extends beyond the Action Item window. (PRSM-17620)
  • The time that appears in an Action Item comment is the same as the time that appears in all other SpeechMiner comments. Previously, the time in the comments were not the same. (PRSM-17622)
  • In the QM Question Library, the Save option is now disabled when Low or High title value is removed from Sliding scale question and the following error message no longer appears: Failed to save the Question Library. (PRSM-17325)
  • A message appears when an attempt is made to use the < and > characters in an Interaction List name. The message informs the user that these characters cannot be used in the Interaction List name. Previously, an error occurred when the characters were part of the name. (PRSM-17678)
  • When an Interaction list is renamed using Japanese letters, all the letters appear as Japanese letters. Previously, the letters appeared as question marks (????). (PRSM-18108)
  • A console error no longer occurs when refreshing the Quality Management Evaluation Manager page. (PRSM-17726)
  • The number of lines displayed in the different Evaluation Manager tabs is now consistent when moving from tab to tab and back to the original tab. (PRSM-17610)
  • The designation arrows in a new Evaluation Form are now aligned. (PRSM-17384)
  • Tool tips are no longer missing for the following options in the following pages: (PRSM-17464)
    Interaction lists: Edit, Add, Delete
    Content Browser: Refresh
    Saved Reports: Delete, Schedule
    Edit Reports: PDF, Excel
  • You now must provide a new name when renaming an interaction list. If you attempt to leave the name field empty when selecting to rename an interaction list, a warning message appears. (PRSM-17473)
  • When a shared Interaction List is included in the Interaction List grid, you can now clear all the check boxes at once. (PRSM-18124)
  • It is no longer possible to change the status of a form from active to inactive when the form is associated with more than one evaluation session. For this reason, such a form cannot be deleted. (PRSM-16948)

August 12, 2016 (8.5.504.02)

What's New

Encrypt exported interactions

  • Enables you to encrypt exported interactions, so that a password is required to access the interactions.

Search page

  • When the Search page is accessed, the Filter Panel will be opened and a search will not be run.

Resolved Issues

  • Performance improvements were made to the speed at which the Interactions grid is loaded.
  • The Apply option in the Edit Comment window is now only enabled for users with the required permission. Previously, it was enabled for all users with or without the required permissions. (PRSM-16061)
  • When a calibration evaluation is not created because not all evaluators have permissions to view the selected interaction, the status of the evaluation is now correctly marked as Inactive. Previously, the status of the evaluation was incorrectly marked as Active. (PRSM-16063)
  • When you playback a screen recording an error no longer appears in the Browser Console log. Previously, an error appeared in the Browser Console log. (PRSM-16189)
  • When using the Hide Filter arrow in the Edit Report page in a Chrome environment, the report now covers the entire page. (PRSM-11685)
  • When you try to filter the search results in the following SpeechMiner grids, when you are not viewing the first search results page, the filter will now redirect you back to the first search results page: (PRSM-16249)
    Interactions Lists
    Saves Searches
    Users
    Saved Reports

March 8, 2016 (8.5.502.03)

What's New

Enhanced Segment Data and Metadata

  • The Attributes page now contains data for interaction segments.

QM Evaluation Score Visualization

  • When a QM evaluation is completed and saved, the evaluation score appears.

Screen Column Customization

  • Now you can change the column order in the Interactions, Events, and QM grids per user.

Resolved Issues

  • When working with Internet Explorer 10 and 11, the media player's Full Screen mode is now functional. (PRSM-13695)
  • SpeechMiner functions properly when processing a large number of items in the filter hierarchy. (PRSM-14134)
  • It is now possible to change the column order in the Interactions, Events and QM grids per user. Previously, it was not possible to change the column order. (PRSM-12898)
  • When you play a new interaction recorded in mono audio in Internet Explorer, the duration shown is now the same as the actual duration of the interaction. (PRSM-12744)
  • The Player synchronization problems in Internet Explorer are now solved. (PRSM-11927)

Known Issues

  • When a report is cached, the report parameters are now accurate and as a result the report is now taken from the cache. Known Issue: When a report is cached, the report parameters are inaccurate (the culture parameter is missing when running live) and as a result the report will not be taken from the cache. (PRSM-16642)
  • In the Interaction and Event Grids, the sort function does not work as expected. Sorting by workgroups, agents, categories and all metadata columns is disabled. (PRSM-16331)
  • A single Interactions report generated as a pdf can support up to 20,000 interactions. Interaction reports with a larger interaction amount should use a different format (for example, CSV). (PRSM-16331)
  • When you exit a form, evaluation and/or evaluation session using options other than "Back to Forms Manager", you do not receive a warning message that informs you that your changes were not saved. (PRSM-12471)
  • When a saved report search filter includes the Last Month or Last Work Day Date Range options, the Search Grid will show results for the date the selection was first made and not for the date the saved report is run on. (PRSM-9282)
  • The Compare Saved Searches option does not apply to saved searches that someone else saved. You cannot compare saved searches that another user saved and shared with you. (PRSM-16024)
  • Date and Time is not displayed on every page in the Web UI. (PRSM-10655)
  • Performance Profile report: collapsing or expanding 2 agents from within the report can cause an error. (PRSM-8938)
  • When you create an Evaluator Evaluation Comparison report, results appear for all users that edited or completed the selected evaluators' sessions (and not only for the selected evaluator). (PRSM-16050)
  • When the Playback session expires, the user does not receive a message telling him/her to log in again. The user must log in again to play the interactions. (PRSM-14696)
  • Cloud is relevant only to Views, Saved Searches, Content Browser, Reports and Tools. Known Issue: In the following pages the web server time zone is used instead of the client time zone. Due to this issue, results may not be as expected. Views/My Messages/Received Time Saved Searches / Created On Content Browser/ Date Range filter Trending/ Date Range filter Reports / Date Range filter Coaching sessions/ Session Time, Creation Time Tools / Monitor System page Tools /Purge System page Tools / Reprocess Interactions All other web pages behave as expected. (PRSM-15047)
  • The Agents cache is not cleared automatically after a certain period of time. Users must manually clear the cache in the Manage Cache page. (PRSM-17101)
  • Spelling suggestions for searched terms is not supported in the 8.5.2 release. (PRSM-11653)
  • The Interaction and Event grids cannot be sorted by relevance. (PRSM-10821)
  • Sorting an Interaction list and an Events list takes longer than expected. (PRSM-16105)
  • When using the Find box for the different search filters, the filter tree is not expanded automatically. You must expand the tree in order to see the filtered values. (PRSM-11691)
  • Calibration Score Report - when exported to an Excel worksheet the first row in the first group appears at the top and again at the end of the table. (PRSM-12860)
  • The Explore filter tool tips are missing vertical scroll bars. (PRSM-11671)
  • When working with the Media Player in a detached mode, the following will not appear in the evaluation session embedded Media Player until you refresh the session (PRSM-13712):
    Add Comment
    Change Manual Category
    Change Column Configuration
  • When you playback an interaction with a segment, the interaction is not played sequentially. The playback stops between every two segments. (PRSM-12853)
  • Every time you click the Back to Forms Manager, Back to Evaluations Manager or Back to Evaluation Sessions link you are asked to save your changes even when you already saved the changes or you did not make any changes. (PRSM-12559)
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