What's New — June 16, 2025

This release helps you move from raw conversation data to actionable insights faster and with greater confidence. We're closing the gap between when an AI analysis is created and when you can act on it, while also improving the accuracy of your core performance metrics. Now you can trust your data more and find what you need instantly.

Executive Summary

Instant Summary Search and Filtering — Immediately find and segment conversations based on whether they have an AI-generated summary, streamlining review workflows and data analysis.

Highlights

AI Summaries — Instantly Search and Filter Your Conversations

Previously, AI-generated summaries took time to appear in search results, and you couldn't filter your session list to see only summarized (or unsummarized) calls. This created delays and made it difficult to focus on specific work queues.

▸ Find conversations faster: Summaries are now indexed the moment they're created, so you can search their content immediately.

▸ Streamline review workflows: A new "Is Summarized" filter lets you isolate conversations that have AI summaries, helping you focus your QA efforts or find calls that still need one.

▸ Improve data integrations: API users can now efficiently target only summarized sessions, dramatically reducing the number of calls needed for data syncs.

• Before: You had to wait for summaries to be indexed before they appeared in search, and couldn't filter by summary status.
• After: Summaries are searchable instantly, and a new "Is Summarized" filter is available in the session list.
• In practice: A QA Manager, Sarah, wants to review all summarized calls from the 'New Hires' agent group today. She simply applies the group filter and sets the "Is Summarized" filter to 'Yes' to get a focused work queue.

Go to the Sessions page and look for the new "Is Summarized" filter in the filter panel.

Improvements

▸ Accurate and Faster Conversation Statistics: The conversation statistics dialog now provides a truer and faster picture of your team's activity. Counts and durations automatically exclude deleted or unprocessed calls, so your metrics reflect only valid interactions. To improve performance, the view now defaults to a "Last 3 months" date range when no filter is applied. The charts within this view, such as "Conversations per Day," also use this accurate data and display correctly in all languages.

▸ Reliable Chart Template Syncing: Sharing and reusing your best analytics dashboards is now more reliable. We've fixed an issue that could prevent charts from being saved to the Templates library, especially when re-syncing a modified chart or using complex configurations like custom sorting and formula-based datasets. You can now confidently build, share, and install chart templates across your organization.

▸ Direct Access to Support from the Help Menu: Getting help is now faster. The Help menu (question mark icon) contains new direct links to "Submit a Ticket" and "Contact ET Team," letting you report issues or ask questions without leaving the platform. The menu also includes a "What's New" link to keep you informed of the latest updates.

Fixes

▸ Resolved an intermittent issue that could cause charts on analytics dashboards to fail to load.

▸ An automated data cleanup task now runs on its correct schedule, ensuring consistent platform performance and stability.

▸ For users with a language setting not fully supported by our date picker, date fields will now correctly display in English instead of showing an error.