Internal Diabolocom

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

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%

A new release is deployed for AI App Frontend on April 14, 2025 (1:45 PM UTC).

Release name : ai-app-front-2025.4.1

Release scope : AI App Frontend

Release date : April 14, 2025 (1:45 PM UTC)

Release platform(s) : Production

Release content :

• REFACTORING : Removed all legacy code about buckets and unused component
• TEST : Added more tests for model page and improved test coverage up to 80%

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

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 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