Major Feature Releases
Introducing Real-Time Guidance (RTG) Notifications
Before
- Agents who had Sidd minimized or were not in the Live Call tab would not see any Real-Time Guidance.
Now
- RTG notifications are always visible, ensuring agents never miss critical guidance.
Why
- This enhancement improves compliance, efficiency, and real-time responsiveness, empowering teams to stay informed and engaged on every call. More visibility, better adherence, stronger performance.
Redesigned Real-Time Guidance Experience
Before
- The RTG banner would sometimes obstruct transcripts.
Now
- The RTG banner takes up 40% less space and we made the “More” and “Show less” links clearer.
Why
- Less clutter, more focus, improved performance.
| Before | After |
Spark Notes Redesign
Before
- Agents reported issues viewing long notes, unexpected scrolling behavior,
and inconsistency between Transcription and Spark Notes views.
Now
- The new Spark Notes layout is easier to read and more intuitive.
Why
- Less clutter, more clarity, more focus on the conversation and the task at hand.
| Before | After |
Click to Move Sidd!
Before
- Moving Sidd left or right required 4 clicks. Agents told us that was too many.
Now
- One click! Hover over Sidd to see “Click to move Sidd!”. Clicking will snap Sidd
to the right or left of the screen.
Why
- A more intuitive, movable Sidd is our most requested feature. Coming soon: Click-and-drag Sidd wherever you want it!
Quality, Performance Updates & Resolved Issues
Improved Troubleshooting
Feeling like Sidd is working slow? Sidd Diagnostics will now tell you if the memory
or CPU on your computer is reaching a limit.
New “Configuration” section added to help troubleshoot possible configuration issues. Find it in Sidd system tray menu by going into Troubleshooting > Sidd Diagnostics
Added close button to feedback window for better user experience.
Transcription Improvements
- Improved our transcription service to provide greater accuracy, improved clarity,
and more reliable capture of spoken content. - Improved duration calculations for continued calls for reporting accuracy.
- Fixed transcription timestamp display issues (no timestamp) happening during back-to-back calls.
- Do your agents receive calls from the same phone number? This often happens with shared business lines, family accounts, call rerouting from international numbers,
or VoIP systems using a single outbound ID. Our latest update introduces improved repeated call management, offering new options for handling duplicate call IDs more efficiently. This enhancement ensures better call tracking, reduces redundancy,
and streamlines agent workflows for a more seamless customer experience.
(Opt-in only. Not needed if your agents like picking up the call from where it ended and see the start-to-end transcription from the same phone number.)
Bug Fixes & Improvements
- Fixed issues with case linking progress banners disappearing.
- Fixed status message and indicator for Spark Notes loading, which was missing
for some agents. - Enhanced profanity filtering with increased profanity detection sensitivity.
- Improved RTG analytics reporting accuracy.