Sidd Duo
We're excited to announce the release of Sidd Duo version 3.39. This release introduces Multi-Conditional RTGs, along with improvements to summaries, Smart Response, and the agent experience.
Sidd Duo Version: 3.39
Highlights
This release gives admins more flexibility in when real-time guidance appears and helps agents get to the information they need faster. RTGs can now be built on multiple conditions, summaries appear as they are generated, and Smart Response now considers the context agents provide.
New Features
Multi-Conditional RTGs
RTGs are no longer limited to a single trigger. A single insight can now be driven by multiple conditions, combined using Match ALL (every condition must be met) or Match ANY (at least one condition must be met). RTGs can also now trigger from CRM data captured by Pro automations.
Streaming Summaries
Generated summaries now appear on screen as they are created, so agents can begin reading right away instead of waiting for the full summary to load.
Improvements
- Smart Response now includes any context the agent provides, so responses reflect both the agent's request and the relevant policy answer.
- The profanity filter list has been expanded. When Scrub Profanities is enabled, the added term is now censored.
- The audio troubleshooting message shown to agents has been simplified.