Functionality and behavior changes in Quality Management

In the Automated Answer Rule window, increased the maximum character size for the Ask a question condition text field to 1000 characters.

A new Reset Columns option was added in the Additional Actions menu in the Search workspace. Clicking Reset Columns resets the displayed results set columns to the default columns.

The Evaluation Custom Data tab and the Reasons tab now support a pagination component that appears when there are 20 or more listed fields.

The Phrase Match filter now supports the 'Exact' slider option that returns results that match the input phrase verbatim. With this enhancement, the 'Strict' slider option will be deprecated. Phrase Match filters set to 'Strict' will appear as one level before 'Exact', and will return less exact results.

'AQM Evaluator' has been renamed to 'Quality Bot Evaluator'.

In the Web Form Designer, the first form in the forms list is no longer selected by default.

Automated Quality Management (AQM) has been renamed to Quality Bot, which leverages AI capabilities to answer questions semantically.

When a form element is targeted by multiple visibility rules and one of the rules is triggered, the other rules are now automatically triggered as well to ensure that the rules are applied correctly.

In the Web Form Designer, increased the maximum character size for the following text fields:

• Instructions: Maximum 2000 characters

• Answers to scorable/not scorable text list questions: Maximum 250 characters

The Delete button in the Interaction Review workspace was renamed to Hide to accurately reflect the action that occurs when clicking the button. The associated privileges were also renamed to 'Hide interactions' and 'Search for hidden interactions'. The 'Show deleted interactions' Advanced Search filter was renamed to 'Show hidden interactions'.

If multiple tags are appended to an interaction at the same time, the Player waveform displays only one of the tags. To view information about the other tags, point to the displayed tag, and in the info window, click the Previous and Next arrows to move between the tags. Previously, you could only view information for the displayed tag.

The way the Start Date and End Date fields work has changed:

• Start Date: Applies to the start time for the captured interaction. Previously, field applied to the time when the interaction was added to the database.

• End Date: After the optional end date passes, the rule continues to run for 30 days. During the 30-day interval, the rule awaits interactions added with a Start Date within the specified date window for the rule. If no end date is defined, the rule runs indefinitely.

Employees who only have visibility to their own interactions and evaluations can now search for interactions and evaluations in a date range greater than 31 days without needing to add additional criteria to their search.