What's New — April 16, 2025

This month's updates connect your team's daily quality assurance efforts directly to executive-level strategy. You can now build and share high-level performance dashboards for leadership, giving them a real-time view of the metrics that matter most. We’ve also made it faster than ever to get started with best-practice analytics, letting you deploy complete QA frameworks—including new executive dashboards—in a single click.

Executive Summary

Executive Dashboards — Build, customize, and share dedicated dashboards that surface the key performance indicators your leadership team needs to see, all in one place.

Templates Library with Dashboard Support — Install pre-built, best-practice analytics configurations for scorecards, tags, and now complete C-Level dashboards in a single click to accelerate your time-to-value.

Highlights

Executive Dashboards — Surface Key Contact Center KPIs for Leadership

Previously, surfacing high-level metrics for leadership required navigating operational screens or manually compiling reports. Now, you can build dedicated dashboards that give executives a clean, at-a-glance view of the KPIs they care about most.

▸ Build custom views: Create tailored dashboards from the ground up, choosing the metrics and widgets most relevant to your stakeholders.

▸ Organize with a flexible grid: Arrange widgets in a configurable grid layout with customizable rows and columns to design the perfect high-level summary.

▸ Manage dashboards efficiently: Duplicate any dashboard to quickly create variations for different teams, reorder your list to prioritize key views, or archive old dashboards without deleting them permanently.

• Before: Executives had to navigate operational screens to find key metrics, or managers had to build reports manually.
• After: You can create purpose-built dashboards with flexible layouts that present a curated, distraction-free view for leadership.
• In practice: A VP of Customer Experience creates a dashboard tracking CSAT trends, average handle time, and first-call resolution across all teams, giving them a single source of truth for center performance.

Get started by navigating to the new Dashboards section in the main menu. Access requires the appropriate permissions from your administrator.

Templates Library — Deploy Best-Practice Analytics in One Click

Setting up a robust analytics framework from scratch can be a time-consuming manual process. The new Templates Library provides a curated collection of pre-built assets, allowing you to deploy expert-designed configurations in minutes, not hours.

▸ Accelerate your setup: Install complete template packs that include scorecards, prompts, tags, categories, and automation tasks with a single action.

▸ Install ready-made C-Level dashboards: The library now includes complete executive dashboard templates, giving you and your leadership team instant access to key performance insights without any build time.

▸ Keep your analytics current: Easily upgrade installed templates to the latest version to get improvements and new best practices automatically.

• Before: Every scorecard, prompt, tag, and dashboard had to be created manually from scratch.
• After: You can browse a library of pre-built, industry-specific templates and install them—including complete dashboards—instantly.
• In practice: A new QA Manager installs an industry-specific template pack, which immediately populates their account with proven scorecards for evaluations and a pre-built dashboard to share with their director.

Get started by navigating to Settings > Templates to browse the library. Filter by language or industry to find a relevant pack and click Install.

Improvements

▸ More Reliable Automation Triggers and Analytics Drill-Downs — Your automation rules are now more dependable. Rules using search filters or 'Days Past Due' (DPD) criteria now trigger correctly, ensuring important conversations aren't missed. Additionally, when you click a metric in an Analytics dashboard to view the underlying conversations, the correct filters are consistently applied, so you see exactly the data you expect.