Citations Enhancements [Enterprise]

Citations now offer a broader range of capabilities, making them a far more effective resource for analyzing call quality and detecting issues automatically.

Key Features:

• Subjective QA Support: Ask broader, subjective questions like "Did the agent remain polite throughout the call?" with confidence-based answers - Audio-Aware Analysis: Citations now use the actual call audio, not just transcripts, to analyze tone, sentiment, background noise, and other audio-specific details - Automatic Issue Flagging: New Call Metrics automatically flag calls with varying degrees of issues - Enhanced Filtering: Filter call logs by citation outcomes and issue severity levels - Refreshed Analytics: Updated citations analysis interface and issue trends integrated into Call Analytics timeseries charts - Export Citations: Citation details now included in call log exporting