Mono files in Quality Monitoring

It is now possible for a customer to send mono files with multiple speakers over the QM. This option can be enabled at the channel level when selecting the "Call" type :

Voicemails are also properly handled and can be sent over a "Voicemail" channel: 

Reviewed interactions

Supervisors can now indicate when they've reviewed an interaction, whether they changed any evaluations or not. This will be used to calibrate our model based on the ground-truths provided :

Quality of life features

• It is now possible to delete interactions
• The dashboard creator is now displayed
• It is now possible to export an agent or team performance report

Bugfixes

• The incomplete analyses have been removed from statistics
• The “In production” checkbox has been removed from grid creation

A new release is deployed for Agent Assist (Front-End) on October 9, 2025 (5:30 PM UTC).

Release component : ai-cdn-agent-assist-1.1.0

Release scope : Agent Assist (Front-End)

Release date : October 9, 2025 (5:45 PM UTC)

Release platform(s) : Production

Release content :

• FEATURE : [UI Persistence] Layout preferences and notification panels now persist across page refreshes
• FEATURE : [Tab State] Active tab selection persists across page refreshes
• FIX : [Language Selection] Interface language now prioritizes configuration settings over locale prop
• FIX : [Transcript Display] Harmonized transcript formatting between display and copy-to-clipboard

A new release is deployed for Agent Assist (Back-End) on October 9, 2025 (5:30 PM UTC).

Release component : ai-agent-assist-2.1

Release scope : Agent Assist (Back-End)

Release date : October 9, 2025 (5:30 PM UTC)

Release platform(s) : Production

Release content :

• FEATURE : Added support to headless Agent Assist sessions (Agent Assist features without UI)
• FEATURE : Added improvement for the handling of end of session
• FIX : Fixed regression relative to webhook callback action when triggered after the call
• TECHNICAL : Added callback to properly close all tasks at the end and clean up the state
• TECHNICAL : Added debug to identify potential issues linked to async running in loop (CPU usage)
• TECHNICAL : Migrated the docker image storage to Nebius repo

A new release is deployed for AI Core API on May 22, 2025 (5:30 PM UTC).

Release name : ai-core-api-2025.5.1

Release scope : AI Core API (Web Backend of AI App)

Release date : May 22, 2025 (5:30 PM UTC)

Release platform(s) : Production

Release content :

• FEATURE : AI Accounts are unified if they're coming from the same Engage Account, even if they're using both QM and AI App
• FIX : Calls coming from QM should be now all properly indexed in meilisearch
• CHORE : Rate limit has been increased to 1200 requests per minute if calls are coming from our microservices or Engage
• FEATURE : Added callbacks destinations on Agent Assist Settings
• FIX : Parts of transcript could be cropped before, it shouldn't be the case anymore

A new release is deployed for AI CDN Frontend on April 15, 2025 (9:00 AM UTC).

Release name : ai-cdn-2025.4.2

Release scope : AI CDN Frontend

Release repository : agent-assist-interface

Release date : April 15, 2025 (9:00 AM UTC)

Release platform(s) : Production

Web Components details :

• Component : ai-agent-assist-configurator
• Version : 0.1.0

Release content :

• FEATURE : Integrated Sentry monitoring
• FEATURE : UI overhaul and harmonization
• TEST : Improved test coverage up to 70%

A new release is deployed for AI CDN Frontend on April 15, 2025 (9:00 AM UTC).

Release name : ai-cdn-2025.4.1

Release scope : AI CDN Frontend

Release repository : agent-assist-interface

Release date : April 15, 2025 (9:00 AM UTC)

Release platform(s) : Production

Web Components details :

• Component : ai-agent-assist
• Version : 0.1.2

Release content :

• FEATURE : Integrated Sentry monitoring
• FEATURE : UI overhaul and harmonization
• TEST : Improved test coverage up to 68%

Agent Performance overhaul

• We made a substantial update to the agent performance page. It now includes :
  • Registration date
  • Number of calls processed on the period
  • Average Conformity
  • % of calls above 90% conformity
  • % of calls under 10% conformity
  • Average conversation duration
  • Best and worst criteria on the selected evaluation
  • Latest evaluations
  • The radars that we used to have

Production and Calibration Modes for Grids

It is now possible to put grids in "calibration mode". If the grid is not set in production mode, it can be modified even after evaluations are sent in. 

• When creating a grid, if you do not check the "Ready For Production" checkbox, then the grid will still be editable after sending evaluations through.
• When not in production, it is possible to ask for a complete re-evaluation of the grid on all previous interactions using the actions menu on the top right.
• After putting the grid in production, it will become read-only. 

Asynchronous JSON Exports

• It is now possible to export interaction data as a JSON file for large amounts of interactions
• After selecting the scope of the export, you will receive a notification whenever the export is ready to download.

Criteria groups

It now possible when creating criterion to add them in groups to sort them when adding criteria to grids.

Various improvements

• Interaction list now displays the compliance of all new interactions

A new Diabolocom AI public API is now available and ready-to-use to analyze audio streams !

The "Reason For Contact" AI Insight identifies and extracts the main reason for contact, from an input set of possible reasons. It also provides a comprehensive reasoning of the customer's needs.

By understanding the main needs expressed by the client, businesses can better tailor their services and responses to improve customer satisfaction and operational efficiency.

After being deployed for text streams, this model is now available to handle audio streams (Public API). It allows to have an AI-generated classification of contact center calls !

Check the Public API documentation for this new AI model

Explore this new AI model comprehensive documentation and Test it

A new release is deployed for AI App Frontend on March 31, 2025 (2:30 PM UTC).

Release name : ai-app-front-2025.3.2

Release scope : AI App Frontend

Release date : March 31, 2025 (2:30 PM UTC)

Release platform(s) : Production

Release content :

• FEATURE : Added a new audio-based/text-based LLM model: contact-reason-classification
• FEATURE : Added a new category audio-based and text-based model (contact-reason-classification)
• FEATURE : Handled the new category in different model list
• FEATURE : Added Sentry monitoring in production and sandbox
• FIX : Ensured all tests passed
• FIX : Changed payload from array of str to Object with key-value for email-multiclass-tagging
• DEV : Improved way to use web components in local development using mocks

A new release is deployed for AI Core API on March 31, 2025 (2:30 PM UTC).

Release name : ai-core-api-2025.3.4

Release scope : AI Core API (Web Backend of AI App)

Release date : March 31, 2025 (2:30 PM UTC)

Release platform(s) : Production

Release content :

• FEATURE : Changed internal API endpoints to accounts. It's now possible to add a couple diabolocom_account_id/uuid and to retrieve it
  
• DOCS : Updated all the markdown for all models. Their documentations are all up to date
  
• MIGRATION : Set diabolocom_account_id to null for all accounts where the account_identifier was equal to diabolocom_account_id
  

A new release is deployed for AI Core API on March 24, 2025 (3:00 PM UTC).

Release name : ai-core-api-2025.3.3

Release scope : AI Core API (Web Backend of AI App)

Release date : March 24, 2025 (3:00 PM UTC)

Release platform(s) : Production

Release content :

• FEATURE : Added integration of RAG system for Agent Assist with Engage Private API / Document Manager and Knowledge Master
• FEATURE : Added integration with the configuration synchronization service for Agent Assist
• LEGACY : Deleted the feature toggle of the previous release to show transcript as soon as it is available and job_status to phone call attributes as it is fully functional in prod
  

A new public API feature (AI App) is now allowing API integration with Diabolocom CCaaS.

• New API request parameter diabolocom_call_id (String) is introduced to match Diabolocom Call ID
• Dedicated behavior is performed for DIabolocom Call recording access, among with call details retrieval, and their storage in AI task results and AI phone call metadata

Explore AI Public API documentation for more details : 

• AI App - Public API
• api/job/tasks | json

For the setup of public API integration with Diabolocom CCaaS (ClickCup - INTERNAL) : Toolkit for project manager : Public API integration with Diabolocom CCaaS)

Sample use case : Public API integration within Diabolocom CCaaS scenario