Release Note 3.0.0

On 30 September 2024 we will release version 3.0.0 of Syntelate XA.

Major Release

This major release includes the following additions and bug fixes.

Added

Sentiment Analysis

Sentiment Analysis is a Syntelate XA add-on available for the Web Chat, Facebook, and Email channels. The analysis rates customer and agent messages as positive, neutral or negative and shows the result to the agent. Sentiment Analysis is provided by Syntelate XA's connector to the OpenAI API.

• See Channels for details about how sentiment analysis works in each channel.

• See the agent experience: Chat Sentiment Analysis and Email Sentiment Analysis.

Sentiment Analysis Reporting

You can add a Sentiment Analysis report to your Syntelate XA Dashboard Desktop. With this report, supervisors can monitor the average sentiment ratings of customer interactions by channel. See Sentiment Analysis in the Dashboard Desktop topic.

Descriptions for Actions

Syntelate Designer users can provide a description of an action by opening the action in Action Builder.

Countdown Timer for Agent Wrap-up States

Syntelate XA now supports autowrap in Noetica. Autowrap is triggered by a countdown timer. In the Workzone Editor's CTI Run Options, you can switch autowrap on or off by using the Countdown setting in the WrapTimer group of settings. Valid values for the countdown are true or false. For example:

"WrapTimer": {
    "Countdown": true,
    "CountdownTimeoutSecs": 15,
    "CountdownAddTimeCount": 1,
    "CountdownAddTimeSecs": 5,
    "autoCompleteCode": "AUTOWRAP"
    },

Fixed

The following bugs were fixed in this release: