What's New — August 16, 2025

This month, we're shifting what it means to analyze conversations. Instead of just helping you find specific calls, we're giving you the power to ask questions and get immediate, quantified answers from your data. This release is about moving from manual review to AI-driven discovery, turning hours of work into seconds of insight.

Executive Summary

AI-Powered Summaries Chat — Ask questions about your call data in plain language and get instant, quantified insights from hundreds of call summaries at once.

Highlights

AI-Powered Summaries Chat — Get Instant Answers from Your Call Data

Finding trends across your contact center often means manually reading hundreds of individual call summaries to connect the dots. You have the data, but turning it into a quantified, actionable insight requires hours of painstaking work.

▸ Go from questions to answers in seconds: Ask questions like "What are the most common reasons for calls this week?" in plain language and get a synthesized analysis from hundreds of call summaries instantly.

▸ Receive quantified, actionable insights: Instead of raw data, the AI provides concrete numbers and percentages (e.g., "45% of complaints were related to billing"), so you can quickly grasp the scale of an issue.

▸ Explore data conversationally: Your chat history is saved automatically, allowing you to refine your questions, dig deeper into trends, and revisit previous analyses at any time.

• Before: You had to manually read dozens or hundreds of call summaries, copy-paste findings, and use spreadsheets to spot a trend.
• After: You ask a question in the chat interface and receive a complete, quantified analysis in seconds.
• In practice: A QA Manager, Jane, wants to understand if a new product launch is causing confusion. She asks, "Are customers mentioning the new 'Pro' plan?" and instantly gets a report of how many calls mention it and what the common questions are.

Get started by navigating to the new Summaries Chat section from your main menu to start asking questions.

Improvements

▸ Scorecard Filtering is Now More Flexible and Accurate — You can now filter conversations by an overall scorecard score without needing to select a specific category first, making it faster to find conversations based on broad quality metrics. Additionally, when you filter by a specific scorecard in the Agent Workspace, the average score shown for each call now correctly reflects only the selected scorecards, giving you a more accurate view of agent performance against that rubric.

▸ Faster, More Reliable Reporting and Exports — We've optimized how reports are generated across the platform. Agent performance dashboards now load significantly faster—up to 60% for large accounts—making it easier to sort and review team metrics. Furthermore, large, detailed scoring report exports in XLS format now complete reliably without the timeout errors that previously blocked downloads.

▸ Topics and Categories Appear in Your Custom Order — Topics and categories assigned to conversations now consistently appear in the sort order you've configured in your settings. Your highest-priority topics will always be listed first in conversation lists, search results, and reports, making it easier to scan for what matters most.

Fixes

▸ To improve clarity when distinguishing between automated and human-led evaluations, "Manual Review" has been renamed to "Human Review" throughout the platform.