About This Help | New in this Release

New in this Release

The following are changes and enhancements related to the client in 7.2. For a full list of changes affecting the whole suite refer to the Quality Management Suite 7.2 Release Notes.

Dashboard

  • New dashboard section to display a user configurable selection of widgets to display statistical information related to recordings and agent evaluations.

Speech to Text Transcription

  • Call recordings can be transcribed into text using the Nuance speech to text engine.
  • Automatic transcribing of recordings can be configured via call recording profiles.
  • On demand transcriptions are also available providing the required security profile permissions have been met.
  • A new per-user license for Transcription is available.
  • Call recordings containing transcriptions can be easily identified in the search results with a new icon.
  • The recording detail tab will now show the transcription text if one is available.

Full Text Search

  • Integration with a Solr search engine is now possible to allow indexing and full-text searching of all text-based media, including transcriptions, chat, sms and emails.
  • New full-text search bar and result page including keyword, phrase, wildcard, fuzzy and boolean search operators.

Media Processing Service

  • Media processing and conversion functionality has been separated from the Recording Service into a new Media Processing Service (MPS), allowing more flexibility in scaling solutions to handle larger recording volumes.
  • Multiple MPS nodes can service a single recording service. The recording service will attempt to load balance between all media processing services in a node.
  • The MPS can be configured from the Services menu in the client.

Minor Client Enhancements

  • New default home page preference setting.
  • Related recordings can now be found easily on the recording detail tab.
  • Evaluation dates now honor the client date display preferences.
  • Evaluation activity is now audited.
  • The Total Counts report has been reworked to display and/or filter on all media types.
  • Reports no longer use extensions to describe users. First and last name is used instead.
  • Archiving dates now honor the client date display preferences.