What's New — April 16, 2026

This release gives you unprecedented visibility into your team's operational health and puts powerful new controls in your hands. Troubleshoot agent connectivity issues with detailed historical data, customize dashboards to match your exact workflow, and trust that your core metrics—from CSAT to large-scale exports—are faster and more accurate than ever.

Executive Summary

WebRTC Agent Telemetry History — Instantly investigate agent connectivity issues with a visual timeline of online, offline, and paused states, plus see which browser extension version each agent is running.

Fast and Reliable Large Exports — Export months of session data to XLSX without the timeouts or errors that previously blocked large-scale reporting and analysis.

Accurate CSAT Topic Analytics — Get trustworthy conversation counts in your CSAT dashboard, now with a new toggle to control whether conversations are counted once or under every associated topic.

Configurable Dashboard Filters — Customize your dashboard's quick-filter bar by choosing the filters most relevant to your team, including new options for Category and Queue.

One-Click SSO Re-Login — Get back to work instantly with a single click after your session expires, eliminating the need to re-enter your password.

Highlights

WebRTC Agent Telemetry History — Troubleshoot Connectivity Issues in Seconds

Investigating agent connectivity complaints used to be a challenge, relying on a single "last seen" timestamp and anecdotal reports. It was difficult to know if a quality issue was caused by a brief network drop, an extended offline period, or an outdated extension.

▸ Visualize connectivity gaps: See a complete historical timeline of an agent's online and offline status over any date range, helping you correlate connection drops with performance issues.

▸ Track agent pauses: A new "Paused" column and history view show exactly when and for how long agents paused their browser extension, providing key context for availability and adherence.

▸ Verify extension versions: A new "Version" column lets you see which browser extension version each agent is running, making it easy to track rollouts and troubleshoot version-specific issues.

• Before: You could only see an agent's current connection status, with no historical context.
• After: You can click to view a full history of an agent's online, offline, and paused states, complete with a visual timeline and version information.
• In practice: A QA Manager notices poor call quality for an agent and clicks their "Last ping" time. The history dialog reveals the agent had a 45-minute offline gap during their shift, immediately explaining the issue.

Get started: Navigate to the WebRTC Observability details view in the Marketplace section. In the agent table, click any agent's Last ping cell to open their connectivity history or the Paused cell to see their pause history.

Fast & Reliable Large Exports — Download a Month of Data Without Timeouts

Exporting large datasets, like a full month of scored sessions for an audit, often resulted in timeouts and failed downloads. This forced you to break reports into smaller, inconvenient chunks just to get the data you needed.

▸ Run month-scale reports: You can now reliably export tens of thousands of sessions at once. Monthly and quarterly reporting workflows that previously failed will now complete successfully.

▸ Get data faster: A new streaming export engine dramatically reduces generation time and lowers memory usage, improving overall platform stability during large operations.

▸ Keep spreadsheets manageable: For reports with many AI-generated summary fields, exports now intelligently prioritize the most common fields as dedicated columns, keeping the final spreadsheet usable while still providing all data in the raw summary column.

• Before: Large XLSX exports for date ranges longer than a week would often time out and fail.
• After: You can confidently export a full month's worth of session data, and the report will generate reliably and quickly.
• In practice: A Team Lead preparing for a quarterly business review needs to download all team interactions from the last 90 days. The export now completes on the first attempt without errors.

Get started: No action is required. This improvement applies automatically to all session detail exports (XLSX format). Simply run your large reports as you normally would.

Accurate CSAT Topic Analytics — Trust Your Conversation Counts

The CSAT dashboard's topic table could sometimes show a conversation count that didn't match the number of conversations you saw after clicking through, creating confusion and undermining trust in the data.

▸ Get consistent counts: The summary count in the CSAT topic table now accurately matches the detailed conversation list, ensuring the data you see is the data you get.

▸ Control how conversations are counted: A new "Only main topic" toggle lets you choose how to handle conversations with multiple topics. See every association by default, or check the box to count each conversation only once under its primary topic.

• Before: The conversation count in the topic table could differ from the drill-down view, making it hard to trust the metrics.
• After: The counts are now perfectly aligned, and a new toggle gives you control over the counting methodology.
• In practice: A QA Manager reviewing CSAT scores by topic can now confidently prioritize improvement efforts based on accurate conversation volumes. They can toggle the view to understand either the full scope of a topic's impact or its prevalence as a primary driver of conversations.

Get started: Navigate to the CSAT dashboard and view the topic table. Use the "Only main topic" checkbox in the topic filter to switch between counting modes.

Configurable Dashboard Fast Filters — Pin Your Most-Used Filters

The quick-filter bar at the top of your dashboards was fixed, forcing you to click into the advanced filter menu for common criteria like Categories or Queues that weren't included by default.

▸ Focus on what matters: You can now customize the quick-filter bar, replacing default filters with new options for Category and Queue to match your workflow.

▸ Reduce clutter: Hide the filters you don't use and reorder the ones you do, placing the most important options first for faster access.

▸ Set it for everyone: Admins can save a filter configuration as the new organization-wide default, ensuring a consistent and streamlined experience for all users.

• Before: The dashboard quick-filter bar was fixed to Type, Direction, Team, and Date.
• After: You can choose up to four filters to display, swapping in Category or Queue to create a customized view.
• In practice: A QA team that primarily reviews conversations by topic can replace the "Direction" filter with a "Category" filter, allowing them to segment their dashboard view with a single click.

Get started: On any dashboard, click the tune icon on the right side of the filter bar. Toggle your desired filters on or off, drag to reorder, and save your changes.

One-Click SSO Re-Login — Get Back to Work Instantly

When your session expired, you were forced to re-enter your full SSO password to get back in. This created unnecessary friction and interrupted your workflow, especially for agents working long shifts.

▸ Eliminate password prompts: After a session timeout, you are now returned to the login screen where a single click on your username signs you back in instantly via SSO.

▸ Reduce workflow interruptions: This seamless re-login experience saves time and removes the frustration of repeatedly typing your password throughout the day.

• Before: Session expiry required a full password re-entry on the login screen.
• After: Session expiry allows for one-click re-login, getting you back into the platform in seconds.
• In practice: An agent's session times out during a break. Upon returning, they simply click their name on the login screen and are immediately back in their workspace without typing a single character.

Get started: No action is needed. This improvement applies automatically to all SSO-enabled deployments.

Improvements

▸ Reliable and Accurate CSAT Dashboards — CSAT dashboards now load consistently without errors. Additionally, CSAT filters now correctly validate scores, ensuring your reports only include sessions with valid customer satisfaction data for more accurate analytics.

▸ Consistent Scoring Across Dashboards — When filtering a dashboard by a specific scorecard, all scoring metrics—including manual/auto review counts and average scores in the Agent Metrics table—now correctly reflect data from only that scorecard, ensuring consistency across all widgets.

▸ Smarter Automation Management — The automations list now shows fewer false-positive warning icons by correctly identifying safe filter configurations. At the same time, webhook automation actions are more resilient and correctly apply your timeout settings, reducing delivery failures.

▸ Faster Filtering and Configuration — Searching for agents and teams within filters is now instant, even in organizations with hundreds of agents. The administrator configuration page also remains responsive and no longer freezes when managing large partner alias lists.

▸ Live Data for Current-Month Funnels — Funnel dashboards now automatically display up-to-the-minute data for the current month, eliminating the need to manually reset the cache to see the latest numbers.

Fixes

▸ Resolved issues where automatic conversation categorization could fail under high load or when running alongside manual edits.

▸ The AI assistant now provides clearer feedback instead of showing an error when asked for unsupported data groupings.

▸ Fixed errors that could occur when downloading recordings, creating disputes on scorecards with all N/A points, or navigating between conversations in the review list.

▸ The session expiration process is now smoother, gracefully redirecting you to the login page with a clear "session expired" message instead of a blank screen or error.

▸ Dashboard charts and agent scoring views are more stable and load reliably, even when encountering incomplete data or when switching between tabs.

▸ Anonymizer language settings now correctly show all effective languages that are active in bilingual recognition models.

▸ Quiz testing mode no longer crashes when navigating between questions, allowing for smooth validation of quiz setups.