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Vela Release Notes – Version 1.3

Dear Vela Users,

We're excited to announce the latest update to Vela! This release brings several new features, improvements, and bug fixes designed to enhance your experience and streamline your workflows. Here's what's new and improved:

New Features

Knowledge Base

We've added the ability to upload your knowledge base and a well-defined description for your documents into the system. This feature is available as an add-on and will allow Vela to analyse calls more effectively and assess agent performance based on your specific business context.

Scorecard (Checklist) Results

You can now view the results of the agent scorecard at a question level. Find this on the new Results tab on the Agents Scorecard page in the Smart Detector.

Smart Search Insights

Vela will now provide explanations for smart search results, giving you deeper context and understanding behind the data.

Filtered Historical Smart Searches & Scorecards

Apply newly created smart searches and scorecard questions to a selected subset of historical interactions, giving you greater flexibility and precision when reviewing past performance.

Interactions Section

Chats are now available in Vela! The Calls page has been moved into the new Interactions section, which now includes both Calls and Chats for improved data segmentation.

Data Upload APIs

The chats API allows clients to send their chat text data to Botlhale for processing on Vela. The call API allows clients to send their call voice data to Botlhale for processing on Vela.

Interactions Metadata

Include rich interaction metadata when sending and loading your interactions to Vela (manually via the platform's Upload functionality, or automatically via APIs).

Improvements

Redaction

We've improved the quality of the redaction model.

User Segmentation

We've created three classes of admin and user views: Organisational, Departmental and Team. Teams belong to departments, and departments belong to an organisation which houses everything.

Smart Detector Filtering

We've expanded the filtering capabilities of the smart search and agent checklist tables. You can now filter by a wider range of table metrics, making it that much quicker to find the search or checklist you're looking for.

Created vs Detected Smart Search Terms

This improvement allows users to distinguish between smart search terms (topics, intents, and pain points) detected by Vela and those that have been manually created within the platform. This provides greater transparency and control over your search criteria, allowing you to easily manage and understand the origins of your smart searches.

Model Accuracy

We've enhanced the accuracy of our multilingual ASR (transcription) models, resulting in greater precision and more dependable insights.

Checklists are Scorecards

We've renamed Agent Checklists to Agent Scorecards to better reflect their purpose. This new name more accurately represents their role in evaluating agent performance, making it clearer and more intuitive for users.

Bug Fixes

Dashboard Configuration

We have resolved an issue that caused dashboard configurations to reset on reload.

Users Table

We've updated the users page for a better user experience! Now, only the table scrolls horizontally, keeping the rest of the page static for improved navigation and readability.

What's Next?

Agent Coaching

We're adding coaching to the platform to allow team leads to send courses, view progress, and send awards and warnings to agents. Agents can in turn view their performance against that of the team; as well as view, acknowledge and complete courses, awards, and warnings.

Vela Redesign

We're redesigning Vela's UI for a better user experience.

Voice ID Notifications

We'll automatically send emails to agents who have not submitted a sample for Voice ID.

Auto Agent Sharing for Agents

This feature will automate the sharing of individual performance reports with their respective agents.

We're constantly working to make Vela better. Stay tuned for more updates, and as always, we'd love to hear your feedback at product@botlhale.ai.

Thank you for being a valued part of our community!

Warm regards,
The Vela Team