🌟 Highlight: Transcription Accuracy up 20% 🌟In the first week of February, we released an update to our transcription models that brings an average accuracy improvement of 20% across our South African and UK customers. You should therefore be seeing a significant improvement in transcription accuracy and confidence on all calls uploaded this month.
To further improve transcription accuracy, we recommend following our Conversation Best Practices (infographic).
You can also refresh your knowledge on Transcription and other Voyc fundamentals in our Onboarding Course, hosted on our Customer Academy, Voyc Village |
Product Roadmap: Q1 and Q2 2023
2022 was jam-packed with rolling out new features and 2023 promises to be no different. To lay the foundation for another big year, we spent January focusing on mostly unseen, but incredibly important maintenance, stability and accuracy improvement work.
We are currently working on several exciting features, which we will be rolling out incrementally over the coming months. You'll soon be able to follow their progress on our upcoming public roadmap.
Briefly, the first half of 2023 will be heavily focused on
New Dashboards;
Generation 3 Scorecards and Scoring;
Generation 2 QA Reports; and
Version 2 Call Uploads API
Upcoming Releases
Dashboards
Action-oriented metrics* providing insights across all aspects of your customer-facing teams’ interactions, allowing you to make informed and targeted coaching and operational decisions.
*Metrics added incrementally; first up are
Alerts
Dead Air
Sentiment and Keywords
Compliance Scores
Generation 3 Scorecards & Scores
Simpler scorecard configuration using improved scorecard groups allows you more closely replicate your real-world call guides and scorecards and provides more insightful scoring so you can identify problem areas at a glance.
We'll be migrating everyone over the next few months; let us know when you're ready!
Generation 3 QA Reports
More useful reporting based on the new scorecards and scores. Download selected information and metrics for specific agents for focused reviews or pull everything for a fuller picture.
*Only available via API for now - frontend download coming soon. Get in touch for your reports or the API docs if you'd like to pull them yourself.
Version 2 Call Uploads API
The simple and secure two-step process gives you full control over your call uploads to Voyc, meaning you can make changes such as metadata updates as you need them get calls flowing to new channels within minutes with no need to contact and wait for us.
Check out the docs here.
