More powerful model

This is the deployment of the more powerful model we had to rollback in October, now hidden behind a Feature Toggle that will allow us to roll it out customer per customer. For now, its activation is only possible for new customers (and it is activated by default for them). A migration for current customers will be coming soon.

It comes with a new way of generating criteria: they are now enriched with AI, informing users on how their prompts were interpreted, and allowing them to make adjustments if needed. It should help our customers design powerful criteria, and result in more accurate evaluations.

This release has been rolled back. We'll keep you posted when the new model is available again on prod

More powerful model

We have deployed a new model for QM evaluations: it is more powerful, more accurate, and faster than the previous one, and should improve the performance of our evaluations.

It comes with a new way of generating criteria: they are now enriched with AI, informing users on how their prompts were interpreted, and allowing them to make adjustments if needed. It should help our customers design powerful criteria, and result in more accurate evaluations.

Bugfixes

• We fixed an issue with the audio waveforms that were not displayed for mono audios and voicemails

Team performance dashboard

It is now possible to track team performance in a dedicated view. The displayed data is essentially the same as on the agent performance page, and includes: 

• Agent number
• Number of calls processed on the period
• Average Conformity
• % of calls above 80% conformity
• % of calls equal to 0% conformity
• Average conversation duration
• Best and worst criteria on the selected evaluation
• Latest evaluations
• The radars that we used to have for agents

A search bar is now available on the team and agent performance pages to filter items in the list

Customer platform duplication

It is now possible for a super admin to duplicate a customer platform in order to onboard new clients more efficiently based on a template platform or another customer platform. 

The duplicated data includes:

• Groups of criteria and criteria 
• Groups of evaluation grids and evaluation grids
• Deployments
• Lexical rules
• Tags
• Actions
• Brands
• Channels
• User groups

Note that dashboards, users and interactions are not duplicated.

Quality of life features

• It is now possible to leave a comment on an evaluation
• It is now possible to delete a grid section
• Criteria and evaluation grids are now organized into custom groups
• The user groups associated with a deployment are now displayed in the deployment list
• The “partially compliant” symbol has been replaced with a tilde (~) to avoid ambiguity
• The error message in the option title input field (in criteria) has been improved to clearly indicate forbidden characters

Quality of life features

• It is now possible to click on criteria titles inside of grid configurations to access criteria definition

• Added some guardrails to prevent accidentally saving a wrongly formed criterion (special characters etc)
• Gave the ability to modify grid title and groups after being put in production.

Bugfixes

• Fixed an issue where saving a criterion would result in an error if the parameters were changed too fast
• Fixed an issue where the modification of a criterion did not update the "last updated" date.
• Fixed an issue where it would be impossible to add a section to a grid not in production

A new release is deployed for AI App Frontend on July 3, 2025 (2:00 PM UTC).

Release name : ai-app-front-2025.7.1

Release scope : AI App Frontend

Release date : July 3, 2025 (2:00 PM UTC)

Release platform(s) : Production

Release content :

• UI : Completed UI overhaul (Profile, Developer, Model, Home, Auth)
• Routing : Updated redirect links to Diabolocom website

Callbacks

• The webhook part in the Agent Assist configurator changed and is now called "Callback function"

• You can now specify key values for payload headers, it can be used for configurating basic authentication as well as pass certains other things. 
• You can now also specify whether you prefer sending a payload at end of call, continuously, or both.
• Custom generations can also now be included in the payload if needed. 
• SCV now has a proper toggle to activate, settings are handled by Engage. 

Quality of life features

• It is now possible to download the audio from the interaction page

Bugfixes

• Duplicated grid will now be created with production mode "disabled"
• Sorting now works properly on Agent Performance list

Technical

• Audios from Engage are now properly fetched and not stored on QM

UI Adjustements

• We made a substantial number of adjustements to the interface, including:
  • Agent performance table is now sortable by agent average score
  • Several items were harmonized when displaying multiple elements
  • Agent performance now has the sidebar hidden
  • Grids in interaction view are now displayed with their respective scores instead of amount of criteria

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

The private API to update an existing AI enterprise account has evolved to include the following changes :

• New request payload parameters (optional, required together), to enhance update capabilities (useful to unify the use of QM and AI App, to unify the use of API integration and native integration)
  
  • diabolocom_account_id : ID of Diabolocom CCaaS Account in case of Diabolocom native integration
  • diabolocom_account_uuid : UUID of Diabolocom CCaaS Account in case of Diabolocom native integration

Check the Clickup documentation for this private API

Check the Clickup documentation for the overview of all available private APIs (Internal Use Only)
(Postman collection updated and reshared in Clickup page)

The private API to identify an existing AI enterprise account, has evolved to include the following changes :

• New request payload parameters, to enhance identification capabilities
  • Identifying an AI account using AI account ID (UUID) -> account_id
  • Identifying an AI account using Diabolocom CCaaS account ID and UUID (useful to unify the use of QM and AI App, to unify the use of API integration and native integration) -> diabolocom_account_idand diabolocom_account_uuid
• Additional response payload parameters :
  • diabolocom_account_uuid : UUID of Diabolocom CCaaS Account in case of Diabolocom native integration
  • ccaas_platform : Platform of Diabolocom CCaaS Account in case of Diabolocom native integration or API integration

Check the Clickup documentation for this private API

Check the Clickup documentation for the overview of all available private APIs (Internal Use Only)
(Postman collection updated and reshared in Clickup page)

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 17, 2025 (4:00 PM UTC).

Release name : ai-core-api-2025.3.2

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

Release date : March 17, 2025 (4:00 PM UTC)

Release platform(s) : Production

Release content :

• FEATURE : Added improvement for phone calls listing : Returns phone call as soon as transcript is available ("Reports and Analyses" page) (old behavior : Only the list of phone calls with successful analyses was returned)
• FEATURE : Added a new phone call attribute job_status relative to AI task job status (for display use)
• LEGACY : Deleted the boolean agents_performances_enabled by using a Feature Toggle instead agents-performances (for display use)
• ENV : Changed env platform to a more intuitive name for API Core production (ai-core-api-production)
• MIGRATION : Performed a migration to have deletion of usages on an account when the account is deleted