You asked, we listened! Users can now expand KBo for a better experience reading and discussing thorough data analyses.

In the full screen view, users can also browse all previous KBo conversations beginning with this update. Use the History button or the Expand arrows to open and close this view.

We’re very excited to bring you the next installment of our new Group By functionality: group by Agent on Model Results.

While viewing results of a quality model, for example, you can now view them broken down by agent.

We’re continuing our effort to “connect the dots” throughout the platform to help users understand the data they see.
​
To support this, we’re rolling out Smart Banners. These appear near the top of the page and provide context about the results being displayed.
​
You’ll start to see Smart Banners when you navigate from Signals through to Conversation Explorer. When a user clicks into a Signals data point and navigates to Conversations, we automatically apply filters in Conversation Explorer to display the relevant conversations. Smart Banners surface those filters so that you immediately understand what you’re looking at.

For example, clicking into this data point:

Will result in the following view:

You can now group by hierarchy on the Conversations Over Time report in Signals! Learn how to access this report on a custom dashboard here.

This will allow you to break out the total conversation volume for selected hierarchies. When combined with the powerful filtering options available in Signals, this takes reporting capabilities to the next level.
​
Select Report Configuration from the menu:

Select Hierarchies and Save:

See results broken out by hierarchy!

Have you ever wanted to drill into a specific Signals graph and see the underlying conversations directly in Conversation Explorer? Now you can! To do so, simply click on a Signals graph, and select View Data.

You’ll see a View in Conversations option when you select View Data, too!

You’ll land in Conversation Explorer, with your previously applied filters plus that drill down value automatically applied! In the example below, I clicked into a Demonstrates Perspective classifier and then clicked View in Conversations. The classifier filter was automatically applied.
​
From here, you can let KBo Analyze Trends to give you even more insight, or click the back button to go back to your previous view in Signals (this will remove that drill down value automatically).

You can now share varying levels of access to your custom Signals dashboards! To share a dashboard, go to the dashboard’s menu and click Share. From here, you can:

Learn more about shared dashboard permission levels here.

Note: At this time, users will not receive email or in-platform notifications when dashboard access is shared with them. This will come later! For now, please let your colleagues/customers know if you want them to check out a specific dashboard that you’ve shared.

We’ve updated the visual design of our login screen to improve first impressions, usability, and brand alignment. This update focuses on both visual design and functional improvements to enhance usability, accessibility, and responsiveness across devices. Check it out the next time you login to the platform!

Before:

After:

You can now view the call direction in Interaction Details on the Conversation Details page. This gives you more context about the conversation when you’re drilling in!

We added KBo Analysis summaries on model results reports in Signals, to help users understand any model result quickly, without having to read the full reasoning of many conversations. Now, you can select which result you want to analyze, and KBo will product a short analysis for you. Think of it as “Analyze Trends” meets “Spotlights”!

KBo now makes its analysis context explicit to boost trust. It defaults to All Conversations, then switches to Applied Filters on first apply (and the choice persists when the user starts a New Chat). Any filter change posts a message—“Filters updated!”—and if filters were applied before opening KBo, the first reply informs the user that it’s using the applied filters. In Analyze Trends, KBo also clarifies that it’s analyzing a sample of conversations that match the current filters.

When a user asks questions about data outside of the applied filters, KBo will now answer the user’s question, while still making it clear that this question is about data outside of the currently applied filters.

For example, imagine you have filtered your data to the “last 30 days”, but you want to ask a question about Eddies in Q1. KBo will answer your question, and will reiterate that this response is about data that is outside of your currently applied filters. This makes it crystal clear exactly what KBo is analyzing, and what filters you have applied, and also means you don’t have to change your filters to get the answer to a specific question you have.

Another example:

Now, in Conversation Explorer, you can choose whether you’d like to see only your filtered set of conversations, or compare that set to all conversations across the selected date range.

To do so, check “Compare to all conversations” on the Conversations Over Time report. This makes it easier for you to see the spikes and dips for your filtered set of conversations, especially when the volume of total conversations is rather large in comparison.

We’ve introduced our first donut chart into Signals: the Call Direction donut! This report will allow you to easily see the volume of conversations, broken out by call direction: inbound, outbound, transfer, or other. Note that “other” includes interactions with a “null” call direction (such as chats). You can add this report to a custom dashboard via the “Add cards” modal.

To match the options on the new Call Direction donut chart in Signals, we’ve added “other” as an option in the Call Direction filter in Conversation Explorer and Signals.

"Other” catches all interactions that are not inbound, outbound, or transfer, and includes interactions with a “null” call direction (such as chats).

Occasionally, Eddy Signals and SE Signals were not consistently showing up in “Highlights” in Conversation Details. This has been addressed!