What's New — June 2, 2025

This month's updates focus on speed and data integrity, transforming how you access and trust your contact center insights. Get mission-critical reports in seconds instead of hours and rely on more accurate analytics for key metrics like repeat callers. These enhancements are designed to remove friction from your daily workflows, letting you focus on coaching and improving performance.

Executive Summary

Near-Instant Detailed Report Exports — Download comprehensive XLS reports up to 300x faster—what used to take an hour now takes seconds—and get cleaner data with a new dedicated column for dispute comments.

Highlights

Detailed Report Exports — From Hours to Seconds

Waiting for large, detailed reports to download can bring analysis to a halt. For teams needing to review thousands of conversations, report generation could take up to an hour, delaying critical quality and compliance workflows.

▸ Download reports in seconds: Detailed XLS reports are now up to 300x faster. A report that previously took an hour to generate now downloads in about 12 seconds, giving you immediate access to the data you need.

▸ Isolate dispute comments easily: Dispute-related comments are now separated into a dedicated “Dispute Comments” column in your exports. This makes it much faster to identify and review disputed evaluations without searching through general user notes.

▸ Get cleaner, more readable data: The “User Comments” column now contains only comments written by your team, with system-generated entries removed. All comments are also cleaned of any raw HTML formatting, making them easier to read and analyze.

• Before: Downloading a detailed XLS report for a month's worth of conversations could take up to an hour. Dispute comments were mixed in with all other user comments.
• After: The same report downloads in seconds. Dispute comments appear in their own column, and user comments are clean and easy to read.
• In practice: A QA Manager, Maria, needs to pull a detailed report covering 10,000 conversations for a monthly business review. Instead of starting the download and coming back later, she gets the file almost instantly and can begin her analysis right away.

Get started: No action is required. Simply download a detailed XLS report from any conversation analytics view to experience the new speed and improved layout.

Improvements

▸ Reliable Repeat Caller Analysis: The "Interval to previous call" filter now delivers accurate results across all dashboards and reports, even when combined with other groupings like agent or team. You can now confidently analyze repeat caller patterns to measure first-call resolution and identify process gaps.

▸ Instant Conversation Statistics: Click the conversation count in any list to open a new popup with detailed metrics. You can instantly see exact conversation counts, total duration, average duration, and breakdowns by day or agent without leaving your current view.

▸ Faster Access to Support and Updates: The Help menu now contains direct links to “Submit a Ticket,” “Contact ET Team,” and read the latest “What's New” article, getting you help and information without leaving the platform.

▸ Improved Automation Rule Reliability: Automation rules that trigger an AI summary when a comment is added now work correctly, ensuring your automated workflows run as expected.

Fixes

▸ Daily review workflows are now smoother. Agents can use the Topic filter to find conversations, while managers benefit from more reliable score updates, cleaner scorecard selection across teams, and accurate "Manual Review" status on the dashboard.

▸ C-Level executive dashboards are more reliable, with consistent chart data, scrollable funnel widgets, and filter settings that persist when you reload the page.

▸ Files with names containing Cyrillic or other non-Latin characters can now be downloaded reliably from Ender Drive.

▸ The platform now gracefully handles invalid language settings in user profiles, preventing interface display issues.