15 July 2024

New Features:

Custom Criteria for Call Score:

• Ability to create custom assessment criteria tailored to specific business goals such as empathy, technical clarity, and objection handling.

Scorecard for Call Score:

• Introduction of a customizable scorecard framework.
• Combination of user-defined and managed criteria for comprehensive performance evaluations.
  With this update, the Async API introduces an optional "scorecardId" parameter nested within the new "callScore" object. This parameter allows users to specify which scoring criteria should be applied by the Call Score API to each call.
• For more information, refer documentation:
  • Call score API: https://docs.symbl.ai/docs/call-score-api
  • Criteria: https://docs.symbl.ai/docs/criteria
  • Scorecard: https://docs.symbl.ai/docs/scorecard
  • Get started with call score: https://docs.symbl.ai/docs/get-started

Streaming API support for Call Score:

• No post-call processing of conversations needed
• Simple actions to auto trigger Call Score processing after the streaming session has ended
  To learn more, refer here.

Webhook for Call Score:

• Applicable for Async API and Streaming API
• Pushes notifications of status changes on user-specified URL
  To learn more, refer here.