Upgrading Wordbench 1.0 to Wordbench 2.0
Contents
For security reasons, users will need to re-register on the new Wordbench platform.
Details are below.
New Wordbench Features
Wordbench 2.0 retains the key functionality from Wordbench 1.0 but expands its scope to focus on Automated Quality Assurance with dedicated dashboards for Performance and Agents.
Key functionality that was available in Wordbench 1.0 (searching and reviewing calls, and building applications) is still available Wordbench 2.0. These can be found under the Conversation Search and Applications dashboards.
User Management has been re-designed to provide for greater control. For more details see User Management.
New ASR Engine
A new Automatic Speech Recognition (ASR) engine is being deployed which will see an increase in transcription accuracy.
Users Need to Re-Register
For security reasons, users will need to re-register on Wordbench v2.
Customers using SSO
Your SSO credential will have been migrated to Wordbench v2.
The current administrator for your account will be set up on Wordbench v2 (if it has not already been completed).
They will receive an email with a link to log into Wordbench v2 where they can add new users.
Details for adding users can be found here:
Customers using Username/Password
The current administrator for your account will be set up on Wordbench v2 (if it has not already been completed).
They will receive an email requiring them to set up their password.
Once setup, they will be directed to log into Wordbench v2 where they can add new users.
Details for adding users can be found here:
Deprecated Features
Reports
Export of json, txt or audio files
Special Character searches:
Ad hoc searches using special characters is limited to the ~n and * characters.
Apps will continue to support the full set of special characters.
Gender
Please review any custom apps where Gender is used as a filter.
Clarity
The new ASR engine will not measure Agent Clarity or Client Clarity.
To support legacy calls and applications, clarity will still be available as a filter, but calls using the new ASR will have clarity set to 100%.
Automated Quality Assurance
With a focus on Automated Quality Assurance, each customer will have a Call Scoring application that will automatically score each call.
This Call Scoring app can be modified by the customer for its own requirements.
See Applications on how to modify applications.
See the Knowledge Base article on Automated Quality Assurance for details on how each interaction is scored.
For customers who are already subscribed to the Automated QA service, your customized Call Scoring application will be migrated to Wordbench 2.0.
What is Migrated
All calls
Active applications ie apps with a linked folder
What is Not Migrated
Disable apps or apps with no linked folder will not be migrated.
These apps have been backed up and can be restored to the new platform if required.
Please contact your customer support officer if you would like a disabled or unlinked app restored to the new platform.