What's New — July 2, 2026

What's New — July 2, 2026

This month's updates focus on making your analytics more trustworthy and comprehensive than ever. We've introduced major data integrity improvements for Genesys users, ensuring every agent and every second of a call is accurately captured. At the same time, we're expanding your analytics reach beyond the contact center with a new integration to bring your team's online meetings into the fold.

Executive Summary

Complete & Accurate Genesys Analytics — Ensure trustworthy data with correct agent attribution on transferred calls, accurate speaker channels, and no more duplicate sessions from dual-recorded calls.

Fireflies.ai Integration — Automatically import and analyze conversations from Zoom, Teams, and Google Meet right alongside your calls and chats, extending QA and analytics to your whole business.

Highlights

Complete & Accurate Genesys Analytics — Trust Your Data on Transferred and Dual-Recorded Calls

For contact centers using Genesys, accurately tracking complex calls has been a persistent challenge. Calls that were transferred between agents often lost parts of the conversation or misattributed audio, while calls recorded from multiple perspectives could create duplicate, conflicting entries in your analytics.

▸ Capture every agent leg: Transferred calls now correctly show every agent who handled the call, so you can review and score the full interaction end-to-end without missing conversations or agent audio.

▸ Eliminate duplicate sessions: When a single call is recorded from both the trunk and station side, Ender Turing now intelligently de-duplicates them into a single, clean session, making your volume reports accurate.

▸ Ensure correct speaker channels: Agent and customer speech are now correctly attributed in every recording, regardless of your recording method, so automated analysis and QA scores are based on who actually said what.

• Before: A transferred call might only show the last agent, with earlier agent audio missing or misattributed. Calls recorded from two perspectives created duplicate sessions with swapped speaker channels, polluting reports.
• After: Every agent leg in a transfer is preserved and attributed to the correct agent. A single, correctly-labeled session is ingested per call, with agent and customer audio on the right channels.
• In practice: A QA Manager reviewing a call transferred through three agents can now score each agent's performance on their specific portion of the conversation, using a single, complete record.

No configuration is required. This fix applies automatically to all new Genesys call ingestion, immediately improving the accuracy of your Auto QA and Analytics data.

Fireflies.ai Integration — Analyze Zoom, Teams, and Google Meet Conversations

Valuable customer and team conversations happen in online meetings, but they often remain siloed, outside of your core quality and performance analytics. Bringing these meetings into your QA program required manual work and lacked the power of automated analysis.

▸ Unify your analytics: Automatically import meeting transcripts and audio from Fireflies.ai to analyze sales calls, customer meetings, and internal sessions in the same workflows you use for your contact center.

▸ Analyze multi-party conversations: Each meeting participant is captured on a separate channel, so you get accurate speaker attribution and analytics even in meetings with more than two people.

▸ Leverage existing transcripts: The integration uses Fireflies' own diarized transcripts directly, preserving speaker names and timestamps without the cost or delay of re-transcription.

• Before: Meetings on Zoom, Teams, and Google Meet were stuck in Fireflies, disconnected from your primary QA and analytics platform.
• After: Meetings from Fireflies automatically flow into Ender Turing as new conversations, complete with multi-speaker transcripts and playable audio.
• In practice: A sales manager can now use Auto QA to score their team's discovery calls on Zoom, tracking script adherence and customer sentiment just like the support team does for phone calls.

Get started by navigating to the Marketplace (Apps), finding Fireflies.ai, and installing it with your Fireflies API key. Completed meetings will begin syncing automatically.

Improvements

▸ Group Charts by Year — You can now group chart data by Year to reveal long-term trends and simplify year-over-year comparisons. This option is available in any chart's "Group by" settings and fully supports YoY shadow comparison for at-a-glance performance tracking.

▸ More Powerful Quadrant Charts — Quadrant charts are now more accurate and flexible. Dividers are now based on the median value, making them resilient to outliers, and you can add extra "helper" data rows to build charts with formula-based axes for more sophisticated comparisons like quality vs. efficiency ratios.

▸ More Reliable Automations — Your automation rules are now more predictable. Automations will no longer trigger themselves in a loop, which prevents duplicate scores and webhook calls. Additionally, automations set to exclude conversations with certain topics will now wait for all topic analysis to finish, ensuring the exclusion rules are always honored.

▸ Enhanced Security and Privacy — To strengthen our data privacy posture, third-party session-replay and event-analytics trackers (Heap and OpenReplay) have been completely removed from the application. This reduces the data-sharing surface and simplifies compliance reviews.

▸ Duration Filters in Minutes & Hours — When setting filters for time intervals like call duration, hold time, or response time, you can now enter values in seconds, minutes, hours, or days. This removes the need to manually convert all durations to seconds, speeding up filter configuration and reducing errors.

▸ More Precise Scorecard Thresholds — You can now set quality score thresholds on C-level dashboard scorecards with 1% precision, instead of being limited to 5% increments. This allows you to tune the color-coded performance bands to match your organization's exact grading criteria.

▸ Conversation Type in XLSX Export — When you export data from the "All Conversations" page, the resulting XLSX file now includes a "Type" column. This makes it easy to see the channel (e.g., call, chat, email) for each conversation and use it for filtering or pivoting in your analysis.

▸ Sort Contents in Ender Drive — You can now sort files and folders within Ender Drive by clicking the Name, Size, or Created At column headers. This helps you find the newest or largest files quickly, with folders always conveniently grouped at the top.

▸ Manage Audio Retention in the UI — For multitenant cloud deployments, administrators can now view and edit the audio file retention period directly from the System Settings screen. This enables self-service control for compliance and data management without requiring technical support.

Fixes

▸ Improved platform reliability by ensuring the data processing pipeline automatically recovers from database lock conflicts, preventing processing delays.

▸ Chat sessions no longer create thousands of junk customer records from technical identifiers, ensuring your customer database remains clean and accurate.

▸ The agent scoring breakdown on user profiles now correctly shows scores for the selected period on first view, eliminating misleading all-time data.

▸ Audio is now correctly included and playable in both live-streamed and downloaded video recordings from the Eleveo integration.

▸ Hovering the "Queue names" filter chip now displays a tooltip listing the selected queues, so you can verify your selection without opening the menu.