New Features

1. QA Card (Beta)

   What It Is: A refreshed, beta-quality Agent QA Card designed for a subset of our customers to evaluate agent performance through interactive visualizations and detailed metrics. Key Enhancements: Interactive Visuals: Graphs and charts now include drill-down capabilities for a granular view of individual metrics. Detailed Metrics: Displays data points such as response quality, engagement levels, and sentiment analysis. Beta Access: Currently available only to a selected group of customers, allowing us to gather targeted feedback for further refinement. Benefits: Provides an early look into our enhanced QA capabilities, enabling teams to quickly identify strengths and areas for improvement while offering a platform for beta feedback that will drive future enhancements.

2. Cancelled At Date Support

   What It Is: A new filter option added to our dashboards that allows users to sort and analyze data based on the "Cancelled At" date. Key Enhancements: Seamless Integration: Fully integrated into existing filtering options, making it easy to combine with other data parameters. Historical Insights: Helps track cancellation trends over time, allowing for deeper analysis of customer churn. Benefits: Empowers customers to correlate cancellation data with other performance indicators, leading to more informed strategic decisions.

3. New Metric: Percent Understanding by Agent

   What It Is: A metric that quantifies how effectively an agent understands and responds to customer queries, derived from sentiment and engagement data. Key Enhancements: Data-Driven Insights: Uses natural language processing and sentiment analysis to assess agent interactions. Dashboard Visibility: The metric is prominently displayed on the QA Card, providing real-time insights. Benefits: Enables teams to measure and improve agent communication skills, directly contributing to enhanced customer satisfaction and more efficient training programs.

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Bug Fixes

1. TextReport Optimization

   Issue: The TextReport feature was making unnecessary API calls, leading to performance lags and inefficiencies in data tracking. Fix: We optimized the API call logic within TextReport, significantly reducing redundant calls and enhancing overall performance.

2. Webhook Reliability Improvements

   Issue: Some customers experienced delays and inconsistencies in webhook data synchronization. Fix: We enhanced the webhook processing logic, ensuring more reliable, timely data updates across all affected tickets. New Integrations in Sentisum: Bazaarvoice: A platform that aggregates and displays customer reviews to help businesses analyze consumer sentiment. With this integration in Sentisum, our reach is wider, allowing us to capture a broader spectrum of customer feedback. Feefo: A verified review platform that collects authentic customer feedback for reliable insights. Yotpo: A comprehensive solution for gathering and showcasing user-generated content, including reviews and photos. Trustedshops: A certification and review platform that verifies and presents customer ratings to build trust with online shoppers.

New Features

1. Theme Management UI Improvements

   What It Is: A redesigned Theme Management page that offers improved segregation of theme topic mapping between various sources. Key Enhancements: Enhanced Organization: Clearly separates themes of different sources for simplified data management and analysis. Increased Accessibility: The theme management page has been moved to a more prominent location for quick and easy access. Improved Navigation: Streamlined workflows help users effortlessly locate and update themes, reducing time spent on manual organization. Benefits: These improvements enable faster data categorization, ensuring teams can quickly identify trends and areas of interest.

2. New Metrics: FIRST_RESPONSE_TIME & MEDIAN_REPLY_TIME

   What They Are: Two critical performance metrics: FIRST_RESPONSE_TIME: Measures the time elapsed from when a customer initiates a conversation until the first response from an agent. MEDIAN_REPLY_TIME**: Calculates the median time taken by agents to respond across conversations, providing a clear view of overall responsiveness. Key Enhancements: Data-Driven Insights: Offers quantifiable data on customer service responsiveness. Real-Time Monitoring: Metrics are updated in real time, ensuring you always have the latest information. Benefits: These metrics help identify bottlenecks and optimize response processes, ultimately enhancing the customer experience.

Bug Fixes

1. Voice Call Processing Redaction Issue

   Issue: A bug in the redaction process was causing fewer voice calls to be processed than expected for some customers. Impact: This led to a reduction in the usual volume of processed voice calls, affecting performance metrics. Fix: The redaction module has been corrected to ensure that all voice calls are processed at the usual volume. Benefits: Restores reliable voice call processing and maintains the integrity of call-related data for accurate insights.

Overview/Highlights

• Improved Sharing Visibility: Enhanced sharing options for custom reports and dashboards, making these features more prominent and accessible.
• Scaling and Infrastructure Updates: Migration of key services to Kubernetes for improved reliability, uptime, and overall system performance.

New Features and Improvements

1. Drill Down Topics Clickable & Updated Conversations

What It Is: A feature that enables users to click on dimensions in the drill-down view to quickly navigate to specific conversation details.

Benefits: Streamlines data exploration and accelerates the process of uncovering related conversations.

2. Improved Sharing Visibility

What It Is: The sharing options for custom reports and dashboards have been made more prominent and easier to use.

3. Infrastructure Migration to Kubernetes

What It Is:

• Key services have been migrated to Kubernetes, ensuring better scalability, reliability, and resource management.
• This improves our system's uptime and performance, providing a more stable environment for all users.

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Bug Fixes

1. Filter Break on Frequent Data Source Changes

**Issue:**Filters were breaking when data sources changed frequently, resulting in longer dashboard loading times.

Fix: The issue has been resolved to ensure smooth transitions and improved performance.

2. Dashboard Naming Issue

Issue: Dashboards were allowed to be saved with empty names, leading to potential confusion and management challenges.

Fix: The system now prevents saving dashboards without a name, ensuring all dashboards have identifiers.

3. Search Bar Functionality on the Team Members Management Page

Issue: The search bar was not working correctly, hampering navigation of team member information.

Fix: The search bar functionality has been fixed, allowing better search user management.

4. Satisfaction Rating

Issue: The satisfaction rating was displayed as average values instead of percentages.

Fix: The calculation has been corrected to show percentages, providing clearer insights into customer satisfaction.

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Integrations & Tech Work

Okendo Integration

What It Is: A new integration that allows Sentisum to pull customer feedback data directly from Okendo.

Benefits: With this integration, our reach is wider, enabling us to incorporate additional customer insights into our analytics for a more comprehensive view.

New Features and Improvements

1. Enhanced Anomaly Detection

• Expanded Monitoring: Anomaly detection now spans multiple metrics and dimensions, enabling the identification of subtle deviations that might have previously been overlooked.

• Advanced Filtering: Custom thresholds and sensitivity settings empower users to fine-tune alerts, ensuring that only the most critical anomalies are flagged. This minimizes noise and helps focus on the data that matters.

• Alert Management Controls: New options allow you to pause or schedule alerts based on your workflow, reducing alert fatigue during high-volume periods while ensuring continuous monitoring.

• Refined Summaries: Detailed anomaly summaries now provide clear context and visual cues, helping users quickly grasp the nature and potential impact of each detected event.

2. Robust Dashboard Change Tracking

• Comprehensive Audit Trail: Every dashboard modification is now logged with details such as the user responsible and the exact time of change. This creates a transparent record that is essential for accountability.

• Real-Time Collaboration: With immediate updates on changes, team members stay synchronized, ensuring that everyone is aware of recent modifications and can collaborate more effectively.

• Historical Analysis: The ability to review past changes provides valuable context for understanding dashboard evolution, making it easier to troubleshoot issues and refine reporting strategies over time.

3. Advanced Metric Card Customization

• Intuitive Drag-and-Drop Interface: The improved interface lets you rearrange and configure metric cards with ease, significantly reducing setup time and allowing for dynamic dashboard creation.

• Custom Layouts: Tailor your dashboards by saving personalized layouts that best suit your reporting needs—whether for high-level executive summaries or detailed operational analyses.

• Interactive Elements: Metric cards now feature clickable data points that facilitate deeper exploration into underlying metrics, transforming static displays into dynamic tools for insight discovery.

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Bug Fixes

• Consistent Data Toggle: Fixed an issue where toggling filtered data in customized dashboards was inconsistent. Now, the toggle reliably reflects the correct data view, ensuring smoother interaction.

• Conversation Visibility: Resolved a bug that prevented conversations from appearing on the dashboard, restoring complete access to communication data and enhancing collaborative analysis.

• Email Parsing Enhancements: Improved the functionality that handles copy-pasting multiple email addresses, ensuring each address is recognized as a separate recipient for streamlined communication.

• Survey Form Filters Update: Addressed the problem of outdated survey forms showing in custom dashboard filters. Only the most current survey data now appears, ensuring accurate filter options and data relevance.

New Features and Improvements

1. Predictive CSAT Development

   What It Is: A new beta feature in development that predicts Customer Satisfaction (CSAT) scores for tickets lacking direct feedback.

   Key Enhancements: Utilizes historical data and machine learning to predict customer satisfaction levels without requiring a CSAT survey Offers early warning signals for potential service issues.

   Impact: Provides proactive insights, allowing teams to address potential challenges before they affect overall satisfaction. Currently in development and is being tested with a customer.

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Bug Fixes

1. Missing Metadata in Conversations

   Issue: Certain metadata fields were not being captured during conversations, leading to incomplete data for some customers.

   Fix: Made the change in the pipeline and data fetching process to ensure all relevant metadata is consistently recorded.

2. Contacts Per Order Metric Correction

   Issue: The Contacts Per Order metric displayed incorrect values for some conversations.

   Fix: Revised the calculation logic to ensure that the metric accurately reflects true data.

3. Anomaly Detection File Upload Error

   Issue: A non-critical file upload failure led to no data being shown in the anomaly detection module.

   Fix: Resolved the upload issue to restore normal functionality.

   Impact: Ensures continuous and accurate anomaly monitoring, even though the issue had minimal impact on major customers.

4. Language Detection System Enhancement

   Issue: Incorrect language identification affected customers relying on Sentisum for ticket language recognition.

   Fix: Improved the algorithm to accurately identify the language of tickets.

   Impact: Enhances the precision of language-based categorization, ensuring the correct processing and analysis of tickets.

Fixes

1. Resolved an issue where the Lock Date Range feature was not working when the custom dashboard was set as the homepage.
2. Fixed a problem where Chatbot Conversations were not appearing on the dashboard.
3. Addressed a missing CBT Tracking Metadata Field issue in one client’s data, ensuring complete data representation.

🚀 New Feature Release: Customizable Metric Cards

We are excited to introduce the Customizable Metric Cards feature, designed to make your data analysis more flexible and insightful than ever before! 🌟

What's New?

Customizable Metric Cards

The Customizable Metric Cards allow you to create, visualize, and manage up to four different metrics on a single report card within your custom dashboard. Whether you're tracking customer support metrics or team performance, this new feature offers more control and flexibility in your reporting.

• Create a single report card with up to four metrics side by side.
• Filter each metric individually for tailored insights.
• Visualize multiple data points in one place for easy comparisons.

This means you no longer need to navigate through multiple dropdowns. Quickly track key metrics such as ticket volume, CSAT, and response time all in one view.

How Does This Feature Help You?

Imagine managing a customer support team and needing quick access to ticket volume, CSAT scores, and response time. Instead of going through separate metrics or filters, you can now see everything you need on a single, customizable report card.

• Track product performance, customer satisfaction, or team efficiency—all in one place.
• Edit, rename, or delete metrics for a fully customized dashboard.

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Bonus Tips & Features 🎁

• Custom Dashboards: Make your favorite dashboards your homepage for faster access right when you log in.
• Easy Metric Management: Update or modify your metric cards at any time for the most accurate insights.

Fixes

1. Resolved errors that occurred when users were redirected from email to the dashboard.
2. Fixed issues where volume over time was not visible for the survey source.
3. Resolved problems with typing tags in filter dashboards.
4. Fixed export issues with DIY tags.

🚀 August Product Update: SOC 2 Compliance & Agent QA Feature

We’re excited to roll out two important updates this month that enhance both security and performance evaluation in Sentisum!

🔐 SOC 2 Compliance

What it is:

We are proud to announce that Sentisum has achieved SOC 2 Certification! This certification ensures we adhere to the highest standards of security, availability, processing integrity, confidentiality, and privacy.

Benefits:

• Commitment to Security: Demonstrates our dedication to protecting customer data with industry-leading security practices.
• Regulatory Assurance: Meets key regulatory requirements, giving you peace of mind that your data is in safe hands.

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🧑‍💻 Agent QA Feature

What it is:

We’ve introduced a new QA feature designed specifically for a client, which includes detailed scorecards and metrics such as agent performance and call outcome analysis.

Benefits:

• Evaluate Agent Effectiveness: Track and analyze agent performance to ensure quality customer interactions.
• Improve Customer Interaction: Leverage data-driven insights to optimize how agents engage with customers, enhancing overall service quality.

Fixes

Bug Fixes

1. Saved Filters
   • Issue: Saved filters were not retaining specific dimensions.
   • Fix: Resolved the issue to ensure filters save and display dimensions accurately.
2. Export Data Misalignment
   • Issue: Exported data did not align with column headers, affecting voice summary and agent analysis reports.
   • Fix: Fixed data export functionality to ensure proper alignment with column headers.
3. Theme Selection
   • Issue: Selecting multiple themes from different sources didn’t display correctly on the report card.
   • Fix: Resolved display issues to ensure accurate theme representation.

📅 Custom Date Range Locking

What it is:

Introducing Custom Date Range Locking! This feature allows users to lock their selected date ranges within dashboards. Locked dates will remain persistent, even after refreshing the page or navigating away.

Benefits:

• Consistency Across Sessions: Ensure your date range stays locked for consistent analysis every time you return to your dashboard.
• Time-Saving: No more re-selecting your preferred date range after every session—focus on what matters most!

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Reach out to our support team if you need any help or have questions about this new feature!

Fixes

1. App Store Reviews
   • Issue: Data pull issues were causing incomplete or incorrect data for app store reviews.
   • Fix: Resolved the data pull problem, ensuring accurate review data.
2. DIY Tags - ISNOT Filter
   • Issue: The ISNOT filter was not functioning correctly, leading to incorrect results.
   • Fix: Fixed the filter logic to ensure proper functionality.
3. Themes Management Page
   • Issue: Users were unable to add Sentisum tags from the dropdown in the Themes Management page.
   • Fix: Corrected the dropdown functionality for seamless tag addition.
4. Ticket ID Filter
   • Issue: A specific customer was unable to add ticket IDs using filters.
   • Fix: Fixed the filtering issue to allow smooth addition of ticket IDs.

🚀 New Feature Release: Theme Management

We are thrilled to introduce a fantastic suite of new features that will surely make deep diving into your data easier and more insightful than ever! 🌟

What's New?

Enhanced Contact Themes

Our contact themes were great before, but now they're even better. Whether you need granular details or high-level overviews, our new features have got you covered.

• Add contact themes directly into your reports.
• View all themes in one place on the Discover page.
• Drill down, analyze, and compare metrics attached to different themes.

This means you don’t need to sift through 100s of Sentisum tags anymore! John’s need for granularity meets Tessa’s preference for high-level insights seamlessly.

Quick Pop-ups 🔍

Get to insights that matter the most to you in seconds with Quick Pop-ups:

• Click on any dimension in your report and instantly get a quick insight pop-up.
• View all your favorite Discover insights in one place.
• Drill down into customer issues, compare metrics side-by-side, and see detailed reports in seconds.
• Access quick insights in seconds from your custom dashboards or homepage.

Themes Management Page 🎨

We’re making managing your themes more flexible and easier than ever:

• Group Sentisum tags together like creating a playlist.
• Create, add, or remove tags from your themes effortlessly.
• Combine DIY tags into themes for a more customized analysis.

Bonus Tips & Features 🎁

• Custom Dashboards: Make your favorite dashboards your homepage for faster access right when you log in.
• Experimental Sample Dashboard: We've created an experimental sample dashboard for you to explore these new features.

🕒 Hourly Anomaly Detection

What it is:

We’ve extended our Anomaly Detection feature to include hourly analysis for our beta customers, alongside the existing daily frequency. This new feature allows you to monitor and detect anomalies on a more granular level.

Benefits:

• Granular Insights: Get real-time insights with hourly anomaly detection, enabling you to take action faster.
• Near Real-Time Action: Address anomalies as they occur, minimizing their impact and improving your response time.

Fixes

• 1. Dashboard Scrolling Bug
  • Issue: A whitish background appeared when scrolling too fast on the dashboard.
  • Fix: Improved the front-end to ensure smooth scrolling without visual artifacts.

2. Drill Down Date Range
   • Issue: Changing the date range did not trigger the Drill Down API, resulting in unchanged data.
   • Fix: The Drill Down API now updates correctly when the date range is modified.

🚀 Anomaly Detection (Beta)

Stay ahead of sudden spikes, incidents, and trends with Anomaly Detection, Sentisum’s AI-powered feature that notifies you of key changes in your data.

🔍 How It Works

• Learns from past data to set normal baselines.
• Detects anomalies when data deviates significantly.
• Sends alerts via email—choose Daily (summary) or Hourly (real-time).

⚡ Getting Started

1️⃣ Go to Anomaly Detection in the dashboard.
2️⃣ Click "Create New Alert" and select Daily or Hourly.
3️⃣ Choose the metric (e.g., ticket volume) and filters.
4️⃣ Add email recipients for notifications.

📩 Managing Alerts

• Edit, disable, or delete alerts anytime.
• Give feedback with thumbs up/down to improve accuracy.

Fixes

1. DIY Topics Metrics
   • Resolved an issue where DIY topics showed inconsistent metric values, which affected some clients.
   • Impact: Metrics are now accurate across all clients.
2. SSO for .co.uk Clients
   • Fixed an issue where Single Sign-On (SSO) was not working for .co.uk domain users.
   • Impact: SSO functionality is now fully operational for all domains.

Fixes

• Expand Tab Display: Resolved an issue where all information in the expand tab wasn’t visible, ensuring complete visibility of details.
• Custom Digests: Improved handling of emojis and special characters to ensure accurate display.
• Text Report Formatting: Fixed an issue where formatting was lost when reports were moved or clicked elsewhere in the custom dashboard, ensuring stability and readability.

🚀 Sentisum Product Updates

We’re rolling out new features to enhance your workflow and improve platform reliability. Check out what’s new:

🔹 Ticket-Level Summaries

• What it is: Ticket-level summaries now provide concise, actionable overviews of tickets directly on the dashboard. Previously available only for voice calls, this feature now extends to ticket data.
• Benefits: Saves time by offering quick context and insights, reducing manual effort.

🔹 Signoz Integration

• What it is: Reliability enhancements powered by Signoz to improve platform monitoring and debugging.
• Benefits: Strengthens system stability, ensuring a seamless user experience.

Fixes

• Webhook Improvement: Resolved delays in Sentisum tags appearing on the dashboard for faster updates.
• Voice Summaries: Fixed an issue where voice summaries were not visible on the dashboard, ensuring seamless visibility.
• Translation Issues: Enhanced translation accuracy across the platform.
• Digest Report Header: Corrected inconsistencies in report header numbers for clear data in the Digest

🚀 Sentisum Product Updates

We've been hard at work improving Sentisum to help you gain deeper insights and streamline your workflow. Here’s what’s new:

🔹 Improved Entity Recognition

• What it is: Enhanced detection of key entities like product names, courier names, and brand names in customer conversations.
• Benefits: Enables more precise analysis, leading to actionable insights for better decision-making.

🔹 Custom Metrics for Agent Performance

• What it is: New performance metrics like % Empathy, % Professionalism, and % Friendliness to evaluate agent interactions in voice calls.
• Benefits: Helps teams measure, monitor, and enhance agent quality, ensuring a superior customer experience.

🔹 Salesforce API Integration

• What it is: API enhancements to enable seamless Salesforce integration, ensuring customer data and insights sync effortlessly.
• Benefits: Improves workflow efficiency by bridging Sentisum with Salesforce, making data-driven decisions easier than ever.

🎧 Introducing Voice Call Playback in the Sentisum Dashboard

Listening to customer calls is crucial for understanding their experiences and enhancing your service. With Sentisum's Voice Call Playback, you can now listen to call recordings directly within the dashboard—no need to switch tabs or disrupt your workflow.

🔹 Key Features

• Seamless Access – Play any call recording directly from the Conversations section.
• Built-in Audio Player – Intuitive controls for play, pause, rewind, and fast forward.
• Efficient Review Process – No more navigating away—listen and analyze within Sentisum.

Fixes

• Chat View Issue: Resolved an issue where customer conversations were displayed on the visitor side, ensuring accurate alignment of chat data.
• Common Phrase Count Error: Fixed an error where the common phrase count was incorrect, improving data accuracy.
• Digest Failure: Addressed an issue causing digest emails to fail for a few clients; functionality is now stable.
• Typeform API Error: Fixed an integration issue with Typeform API, ensuring smooth data syncing.

🚀 Introducing One-Off Email

Need to share insights instantly? One-Off Email lets you send Sentisum dashboard reports directly to anyone's inbox—fast, clear, and hassle-free. Whether it’s a quick update for your team or a detailed report for stakeholders, this feature ensures your data is delivered professionally and efficiently.

🔹 Key Features

• Instant Report Delivery – Send real-time insights without delays.
• Flexible Sharing – Share with internal teams or external partners—no restrictions.
• Comprehensive Reporting – Include text reports and choose the exact date range for context-rich communication.
• Simple & Efficient – Select, share, and send—all within a few clicks.

📩 Get Started Today

🚀 Introducing Custom Digests

Staying informed shouldn’t be overwhelming. Custom Digests simplifies how you track key metrics by delivering personalized reports straight to your inbox—at the frequency that works for you.

🔹 Key Features

• Focused Insights – Receive a concise email featuring your most important reports.
• Effortless Setup – Select relevant data, customize the layout, and schedule your digest in seconds.
• Seamless Collaboration – Share actionable insights with your team or stakeholders.
• Full Control – Easily pause, edit, or delete digests as your needs evolve.
• Increased Efficiency – Automate reporting and spend more time on strategic decision-making.

📩 Get Started Today

Transform how you engage with data—set up your Custom Digest and receive only the insights that matter most.