What's New — July 2, 2025

This release bridges the gap between contact center operations and business strategy. You can now directly connect agent activity to financial costs and surface critical conversation trends for leadership, all within a more connected and streamlined platform. These updates help you move from simply monitoring quality to actively managing the business impact of every customer interaction.

Executive Summary

Conversation Cost Analytics — Track the real dollar cost of every conversation based on agent hourly rates and see how operational efficiency impacts your bottom line.

Topic Analytics on C-Level Dashboards — Give leadership at-a-glance visibility into the most common conversation topics directly on their executive dashboard.

One-Click Zendesk Setup — Connect your Zendesk account in seconds with a new, simplified one-click integration that eliminates manual credential management.

Highlights

Conversation Cost Analytics — Tie Agent Performance to Your Bottom Line

Understanding agent efficiency has always involved guesswork and offline spreadsheets. Without a direct link between talk time and labor costs, it’s been difficult to quantify the financial impact of long calls or identify your most cost-effective agents.

▸ Visualize true interaction costs: See the actual cost of every conversation, calculated from agent talk time and configured hourly rates, displayed clearly with your organization's currency symbol.

▸ Optimize resource allocation: Compare cost-per-conversation metrics across agents and teams to make data-driven decisions about staffing, coaching, and budgeting.

▸ Correlate cost with quality: Identify high-cost, low-quality interactions to focus your coaching efforts where they will have the greatest financial and customer experience impact.

• Before: You had to export conversation data and manually calculate costs in a spreadsheet, with no currency context in the UI.
• After: Costs are automatically calculated and displayed on your analytics dashboards with proper currency symbols (e.g., $, €, £), allowing you to switch between viewing conversation counts and financial costs.
• In practice: A contact center director, Maria, reviews the dashboard and notices one team’s average cost-per-call is 15% higher than others. She drills down to find it’s driven by two agents with longer-than-average talk times, giving her a clear coaching opportunity.

Get started: Go to Settings to configure your organization's default currency and hourly rate. You can then override these rates for specific teams or agents. Cost data will automatically appear in the Analytics Dashboard.

Topic Analytics on C-Level Dashboards — Share Key Trends with Leadership

Keeping executives informed about customer issues often required building separate reports or asking them to navigate deep into the analytics platform. Key insights into *why* customers were calling were not immediately visible alongside top-level KPIs.

▸ Provide instant strategic insights: Add a Topics widget to any C-Level dashboard to give leadership a high-level, real-time view of the most frequent conversation topics.

▸ Keep leadership informed: Allow executives to self-serve insights on trending topics without leaving their primary dashboard, enabling faster strategic responses.

▸ Customize the view: Select which Topics preset you want to display on the dashboard, ensuring the data is relevant to your leadership’s focus areas.

• Before: To see topic trends, executives had to navigate away from their C-Level dashboard to the main Analytics section.
• After: Topic distribution charts can be added directly to any C-Level dashboard as a standard widget.
• In practice: A VP of Operations, David, adds a Topics widget to his dashboard to monitor the top five call drivers each week. He notices a spike in "billing inquiry" calls and can immediately task a team to investigate without waiting for a weekly report.

Get started: Open a C-Level dashboard, enter edit mode, and add a new widget. Select Topics from the list and choose the preset you wish to display.

One-Click Zendesk Setup — Connect Your Help Desk in Seconds

Previously, connecting Ender Turing to Zendesk required manually generating and copying API credentials between the two systems. This process was time-consuming and could lead to connection failures if tokens expired.

▸ Set up in a single click: Authorize the connection using a standard, secure OAuth flow directly from the Zendesk Marketplace or within Ender Turing. No more hunting for API keys.

▸ Ensure reliable data sync: The integration now manages its own authentication tokens, automatically refreshing them in the background to prevent unexpected data flow interruptions.

▸ Install from where you work: You can now find and install the Ender Turing app directly from the Zendesk Marketplace for a more seamless onboarding experience.

• Before: Setup was a manual process of creating an OAuth client in Zendesk and copying the ID and Secret into Ender Turing.
• After: You simply provide your Zendesk subdomain and authorize the connection with a single click.
• In practice: An admin, Sarah, is setting up a new Ender Turing account. She finds the app on the Zendesk Marketplace, clicks "Install," and authorizes the connection. Within a minute, ticket data begins syncing for analysis.

Get started: Visit the Zendesk Marketplace and search for Ender Turing to install, or navigate to Settings > Marketplace > Zendesk in Ender Turing and follow the simplified authorization steps.

Improvements

▸ More complete and accurate chat transcripts. You can now see the full picture of every chat interaction. Transcripts now include automated system messages (e.g., "You are being transferred to an agent...") alongside messages from customers and agents, providing critical context for quality reviews. We have also improved chat data processing to ensure sessions with precise timing values (e.g., fractional seconds in wait times) are processed correctly for more accurate metrics and greater reliability.

▸ Improved call traceability for Sirius integration. For organizations using the Sirius telephony integration, imported call recordings now include the unique Sirius call ID. This allows you and your team to easily cross-reference conversations between Ender Turing and your telephony system, streamlining investigations and reporting workflows.