diff --git a/ai-for-service/analytics/contact-center/agentai-analytics-performance.mdx b/ai-for-service/analytics/contact-center/agentai-analytics-performance.mdx index 8ae4cff5d..d89417628 100644 --- a/ai-for-service/analytics/contact-center/agentai-analytics-performance.mdx +++ b/ai-for-service/analytics/contact-center/agentai-analytics-performance.mdx @@ -11,7 +11,7 @@ The **Performance** section gives supervisors and administrators a date and chan 1. Sign in to **AI for Service**. 2. Go to **Agent AI** > **Analytics**. 3. Select **Agent AI** > **Performance**. -4. Filter data based on the following table: +4. Filter data based on date and channel type: | **Filter** | **Description** | |------------|-----------------| @@ -39,10 +39,8 @@ This section displays two panels side by side: **Agentic Responses** and **Avg. The **Agentic Responses** panel displays a bar chart of the average AI response time (non-streaming) for the selected Agentic app. Use the dropdown list to switch between configured Agentic apps. Hover over a bar to view the exact value in seconds. -| **Element** | **Description** | -|-------------|-----------------| -| **App dropdown list** | Filters the chart by the selected Agentic app. | -| **Avg. AI Response Time (Non-Streaming)** | Average time the system takes to generate a non-streaming AI response for the selected app. | +- **App dropdown list**: Filters the chart by the selected Agentic app. +- **Avg. AI Response Time (Non-Streaming)**: Average time the system takes to generate a non-streaming AI response for the selected app. #### Avg. Summary Generation Time diff --git a/ai-for-service/apis/automation/extract-kg-from-file-url.mdx b/ai-for-service/apis/automation/extract-kg-from-file-url.mdx index bb98cebf7..05fe112c0 100644 --- a/ai-for-service/apis/automation/extract-kg-from-file-url.mdx +++ b/ai-for-service/apis/automation/extract-kg-from-file-url.mdx @@ -34,7 +34,7 @@ curl --location 'https://{{host}}/api/public/bot/{{streamId}}/qna/import?languag --header 'auth: {{YOUR_JWT_ACCESS_TOKEN}}' \ --header 'content-type: application/json' \ --data '{ - "fileUrl": "https://www.ixxxx.com/nri-banking/money_transfer/faq/loyalty-program.page", + "fileUrl": "https://www.example.com/nri-banking/money_transfer/faq/loyalty-program.page", "name": "Test" }' ``` diff --git a/ai-for-service/apis/automation/get-analytics.mdx b/ai-for-service/apis/automation/get-analytics.mdx index fb4552656..1186ad8ae 100644 --- a/ai-for-service/apis/automation/get-analytics.mdx +++ b/ai-for-service/apis/automation/get-analytics.mdx @@ -100,7 +100,7 @@ curl --location --request POST 'https://{{host}}/api/public/bot/{{streamId}}/get "utterance": "aslfkj", "intent": "Mobile Enquiry", "userId": "u-xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxx", - "channelUId": "test@abc.xyz", + "channelUId": "test@example.com", "language": "en", "timestamp": "2022-09-24T08:24:39.840Z", "pinned": false, diff --git a/ai-for-service/app-settings/language-management/managing-translation-services b/ai-for-service/app-settings/language-management/managing-translation-services deleted file mode 100644 index e69de29bb..000000000 diff --git a/ai-for-service/contact-center/integrations/genesys-voice-automation-audio-connector/images/if-taskisagent-transfer-true-value.png b/ai-for-service/contact-center/integrations/genesys-voice-automation-audio-connector/images/if-taskisagent-transfer-true-value.png index 8369afd84..9a66f27ee 100644 Binary files a/ai-for-service/contact-center/integrations/genesys-voice-automation-audio-connector/images/if-taskisagent-transfer-true-value.png and b/ai-for-service/contact-center/integrations/genesys-voice-automation-audio-connector/images/if-taskisagent-transfer-true-value.png differ diff --git a/ai-for-service/quality-ai/analyze/allocations/images/audit-allocations.png b/ai-for-service/quality-ai/analyze/allocations/images/audit-allocations.png index 966b17b95..245817cd5 100644 Binary files a/ai-for-service/quality-ai/analyze/allocations/images/audit-allocations.png and b/ai-for-service/quality-ai/analyze/allocations/images/audit-allocations.png differ diff --git a/ai-for-service/quality-ai/analyze/conversation-intelligence/images/cx-insights.png b/ai-for-service/quality-ai/analyze/conversation-intelligence/images/cx-insights.png index 3516acf23..0cae5a4a6 100644 Binary files a/ai-for-service/quality-ai/analyze/conversation-intelligence/images/cx-insights.png and b/ai-for-service/quality-ai/analyze/conversation-intelligence/images/cx-insights.png differ diff --git a/ai-for-service/quality-ai/analyze/conversation-mining-interactions.mdx b/ai-for-service/quality-ai/analyze/conversation-mining-interactions.mdx index 402d622f4..f98d743b4 100644 --- a/ai-for-service/quality-ai/analyze/conversation-mining-interactions.mdx +++ b/ai-for-service/quality-ai/analyze/conversation-mining-interactions.mdx @@ -66,15 +66,20 @@ Each record opens its corresponding audit segment. --- +## Track Conversation Processing + ## Processed Tab -The Processed tab (Processed Conversations) displays conversations that have completed Quality AI processing and are available for review. Selecting a conversation opens the AI-Assisted Audit screen, where supervisors can view the transcript, evaluation results, sentiment, audit details, and other insights. + +The **Pending** tab (Pending Conversations) allows you monitor the processing status of conversations submitted to Quality AI. It includes conversations that are **Pending**, **In Progress**, or **Failed** validation. You can't open conversations from this tab. After Quality AI successfully processes a conversation, the system automatically moves it to the **Processed** tab, where you can review it in the **AI-Assisted Audit** screen. For AI-to-Human handoff conversations: - Selecting the **AI Agent** row opens the AI Agent audit segment. - Selecting the **Human Agent** row opens the Human Agent audit segment. +The **Pending** tab is available only when Automation AI, Agent AI, or Contact Center AI (CCAI) conversation sources are enabled for the workspace. + ![Processed Tab](/ai-for-service/quality-ai/analyze/conversation-mining/images/unassigned-review-task.png) --- @@ -91,14 +96,7 @@ Navigate to **Quality AI** > **AutoQA** > **Conversation Mining** > **Processing Supervisors use the **Status** filter on the **Pending** tab to view conversations by processing state. -The filter includes the following options: - -| **Filter Option** | **Description** | -| ----------------- | ------------------------------------------------------------------------------------------------------------------ | -| **Select All** | Displays all pending conversations regardless of status. | -| **Pending** | Displays conversations queued for processing. | -| **In Progress** | Displays conversations that are in progress. | -| **Failed** | Displays conversations that failed validation. Selecting this option also displays failure-specific subcategories. | +The filter includes the options such as **Select All**, **Pending**, **In Progress** and **Failed**. --- @@ -117,8 +115,8 @@ The Conversation Mining grid displays one record for every evaluation segment. | **Kore Evaluation Score** | Displays the AutoQA evaluation score, when available. | | **Sentiment Score** | Displays the customer sentiment score derived from the conversation. | | **Supervisor Audit Score** | Displays the supervisor-assigned score for audited or manually evaluated interactions and highlights manual evaluation metrics (fatal metrics count) with a consistent visual indicator. | -| **Start Time** | Displays the conversation start time (for example, **24 May 2024, 1:17:10 PM**). | -| **Duration** | Displays the interaction duration. | +| **Start Time** | Displays the conversation start time (for example, 24 May 2024, 1:17:10 PM). | +| **Duration** | Displays the interaction duration. | | **Moments** | Displays detected conversation moments, including Questions Adherence (met metrics), Violations (speech-based issues), and Omissions (unmet metrics such as playbook steps, dialog tasks, and question-level checks). Select an interaction to open the conversation history and view Moment metrics on the **AI-Assisted Manual Audit** page. | | **Sentiment Trend** | Displays the overall sentiment progression. | | **Emotions** | Displays customer emotional states or tracked emotions during the conversation. | @@ -130,7 +128,7 @@ The Conversation Mining grid displays one record for every evaluation segment. | **Direction** | Displays the channel and contact direction, for example, **Voice - Inbound** or **Chat - Inbound**. | | **Status** | Displays the audit allocation status. | - You must create bookmarks in Settings before tagging interactions for future reference. + You must create bookmarks in [Settings](/ai-for-service/quality-ai/configure/quality-ai-general-settings#bookmarks) before tagging interactions for future reference. --- @@ -148,9 +146,10 @@ For AI Agent conversations: --- -## Pending Tab -The **Pending** tab (Pending Conversation) displays conversations waiting for Quality AI processing (Pending or In Progress) and conversations that failed validation. Use this tab to monitor processing status. You can't open conversations from the Pending tab. After Quality AI processes a conversation successfully, the system moves it to the Processed tab, where you can review it in the AI-Assisted Audit screen. +## View Conversation Processing Status + +The **Pending** tab (Pending Conversation) displays conversations with processing status as **In Progress** or **Failed**. Use this tab to monitor processing status. You can't open conversations from the Pending tab. After Quality AI processes a conversation successfully, the system moves it to the Processed tab, where you can review it in the AI-Assisted Audit screen. ![Pending Tab](/ai-for-service/quality-ai/analyze/conversation-mining/images/pending.png) @@ -162,28 +161,13 @@ The **Pending** tab (Pending Conversation) displays conversations waiting for Qu Navigate to **Quality AI** > **AutoQA** > **Conversation Mining** > **Pending**. -The **Pending** tab displays the following columns: - -| **Column** | **Description** | -| --------------------- | -------------------------------------------------------------------- | -| **Handled By Agent** | Displays the name of the agent who handled the pending conversation. | -| **Conversation ID** | Displays the conversation identifier for the interaction. | -| **Start Date** | Displays the date the conversation started. | -| **End Date** | Displays the date the conversation ended. | -| **Processing Status** | Displays the current conversation processing status. | +The **Pending** tab displays the following columns: **Handled By Agent**, **Conversation ID**, **Start Date**, **End Date**, and **Processing Status**. --- ### Filter by Processing Status -Use the Status filter on the Pending tab to view conversations by their current processing state. - -| **Status / Filter Option** | **Description** | -| -------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -| **Select All** | Displays all pending conversations regardless of status. This is the default selection on the **Pending** tab. | -| **Pending** | Displays conversations in the **Pending** state. The conversation ends and enters the processing queue. If you configure **Scheduled Processing**, the system processes the conversation during the next processing window. | -| **In Progress** | Displays conversations in the **In Progress** state. The system is processing the conversation in Quality AI. | -| **Failed** | Displays conversations in the **Failed** state. The conversation failed validation, so the system doesn't process it. The system records the validation failure reason. When you select this filter, the system displays subcategories for specific validation failure reasons. | +Use the Status filter to view all **Pending**, **In Progress**, or **Failed** conversations. --- @@ -195,7 +179,7 @@ Use the toolbar at the top of the Conversation Mining page to locate and manage | ----------------------- | ----------------------------------------------------------------------------------------- | | **Columns** | Include or exclude specific fields in the Interactions dashboard. | | **Bookmarks** | Assign interactions to bookmarks and view all bookmarks linked to a specific interaction. | -| **Date and Time Range** | Select a time range for conversations. The default range is the last **7 days**. | +| **Date and Time Range** | Select a time range for conversations. The default range is the last 7 days. | | **Filters** | Open the filter panel to refine the displayed conversations. | --- @@ -301,7 +285,7 @@ This category analyzes filters based on agent conduct and interaction dynamics. | **Metric Qualification** | Filter interactions by metric outcome. When you select a Dynamic By Question metric in the Metric Name filter, the system enables the following options:
- **Pass**: Trigger detected, and the response matched the expected utterance (Adhered).
- **Fail**: Trigger detected, but the response didn't match the expected utterance (Non-Adhered). | | **Language** | Select a conversation language to add from the dropdown list. | | **Empathy Score** (Human Agent only) | Measures how well the agent responds to the customer's emotional state. A higher score indicates a more empathetic interaction. | -| **Crutch Word Score** (Human Agent only): | Measures the use of filler words (for example, `um`, `uh`) by the agent. A higher score indicates greater use of crutch words. | +| **Crutch Word Score** (Human Agent only) | Measures the use of filler words (for example, `um`, `uh`) by the agent. A higher score indicates greater use of crutch words. | | **Agent Playbook Adherence** | Displays the Agent AI playbook adherence percentage for an interaction.| | **Kore Evaluation Score** | Displays the automated QA score for an interaction, based on the evaluation form assigned to an interaction’s queue. | | **Fatal Interactions** | The system displays interactions that contain fatal issues and excludes them from evaluation scoring. | @@ -347,17 +331,17 @@ Displays the count of interactions matching the selected keywords (for example, ## Manage Saved Filters -Use saved filters to apply, store, and manage filter configurations on the Conversation Mining dashboard. +Use the **Saved Filters** UI to apply, store, and manage filter configurations on the Conversation Mining dashboard. | Action | Description | |--------|-------------| | **Apply Filters** | Stores current settings as an Unsaved Filter. | | **Save & Apply**| Saves and names filters for audit allocation. Saving is optional if audits aren't used. | | **Save Filters** | Saves the current filter configuration with a name and optionally sets it as the default on the Interactions dashboard. | -| **View Saved Filters** | Shows all saved and their associated unsaved filters. | +| **View Saved Filters** | Shows all saved and unsaved filters. | | **Filtered Interactions** | Displays a real-time count of matching conversations. | | **Customization Options** | Includes Copy, Mark as Default, Edit, and Delete filters. | -If interactions aren't used for audit allocation, you can apply filters without saving. +If interactions aren't used for audit allocation, you can apply the current filters without saving them as a reusable saved filter. diff --git a/ai-for-service/quality-ai/analyze/dashboard/images/fail-stat-evaluation-form.png b/ai-for-service/quality-ai/analyze/dashboard/images/fail-stat-evaluation-form.png index 4b0f8257f..be7ad423a 100644 Binary files a/ai-for-service/quality-ai/analyze/dashboard/images/fail-stat-evaluation-form.png and b/ai-for-service/quality-ai/analyze/dashboard/images/fail-stat-evaluation-form.png differ diff --git a/ai-for-service/quality-ai/coach/coaching-assignments/images/marked-coaching-for-individuals-feedback.png b/ai-for-service/quality-ai/coach/coaching-assignments/images/marked-coaching-for-individuals-feedback.png index c31be8c11..6dce140d3 100644 Binary files a/ai-for-service/quality-ai/coach/coaching-assignments/images/marked-coaching-for-individuals-feedback.png and b/ai-for-service/quality-ai/coach/coaching-assignments/images/marked-coaching-for-individuals-feedback.png differ diff --git a/ai-for-service/quality-ai/configurations.mdx b/ai-for-service/quality-ai/configurations.mdx index 904305c10..2b39ada13 100644 --- a/ai-for-service/quality-ai/configurations.mdx +++ b/ai-for-service/quality-ai/configurations.mdx @@ -14,8 +14,8 @@ Configure app-level behavior, access controls, and language preferences for Qual | Configuration | Description | |---|---| | [Quality AI Express](/ai-for-service/quality-ai/configure/quality-ai-express) | Set up Quality AI for third-party CCaaS platforms using file-based integration. | -| [General Settings](/ai-for-service/quality-ai/configure/quality-ai-general-settings) | Manage Auto QA scoring, agent access to interactions, and auditor anonymity. | | [Conversation Intelligence](/ai-for-service/quality-ai/configure/conversation-intelligence) | Configure conversation intelligence features at the app level. | +| [General Settings](/ai-for-service/quality-ai/configure/quality-ai-general-settings) | Manage Auto QA scoring, agent access to interactions, and auditor anonymity. | | [Language Settings](/ai-for-service/quality-ai/configure/language-settings) | Set languages for evaluation metrics and conversation insights. | ---