What's New — May 16, 2025
This month's updates shift your analytics capabilities from observation to creation. You can now move beyond pre-defined metrics and build your own custom, calculated KPIs directly within Ender Turing. This release empowers you to define, measure, and visualize the precise metrics that matter most to your business, turning your dashboards into a true single source of truth for contact center performance.
Executive Summary
Custom Formula-Based Charts — Build and visualize your own KPIs using mathematical formulas, such as calculating conversion rates or weighted quality scores directly in your analytics dashboards.
Highlights
Custom Formula-Based Charts — Build the Exact KPIs Your Business Needs
Previously, creating advanced or composite metrics like efficiency scores or conversion rates required exporting data to a spreadsheet for manual calculation. Your analytics dashboards were limited to visualizing existing data points, not creating new ones.
▸ Define custom metrics: Combine multiple datasets with mathematical expressions (e.g., `(Dataset A / Dataset B) * 100`) to create powerful new KPIs like 'First Call Resolution %' or 'Sales Conversion Rate' that are specific to your business goals.
▸ Eliminate manual calculations: Perform complex analysis directly within Ender Turing, keeping your dashboards as the single source of truth and ensuring your custom metrics are always up to date.
▸ Streamline chart creation: The entire analytics interface is now more intuitive, with new 'Apply' and 'Discard' options for bulk filter changes and a cleaner layout for building complex charts.
- Before: Chart data was limited to filtered views of existing metrics, and calculating a ratio required exporting raw data.
- After: You can now create a 'Formula-based' dataset type, allowing you to define a metric with a mathematical expression directly in the chart editor.
- In practice: A QA Manager, Maria, creates a single "Agent Efficiency Score" chart by combining Average Handle Time and Customer Satisfaction Score into a custom formula, giving her a more holistic view of performance at a glance.
Get started: Navigate to Analytics, edit or create a chart, and select the Formula-based option when adding a new dataset.
Improvements
▸ Bulk Edit Filters Across Multiple Chart Datasets — Save significant time when building comparison charts. You can now select multiple datasets (e.g., one for each agent team) and apply a filter, like a date range or topic, to all of them at once instead of editing them one by one.
▸ Widespread Usability and Data Export Improvements — This release includes a collection of customer-reported enhancements. Agents can now filter their conversations by topic from their dashboard. For managers, deleting a score now correctly updates agent score panels, and detailed conversation reports downloaded to Excel now include all reviewer and system comments.
▸ More Reliable AutoQA Scoring with GPT Models — We've improved how our system guides GPT-based AI models during automated evaluations. This significantly reduces scoring failures, especially on complex scorecards, ensuring you get more complete and consistent results without needing to re-run failed jobs.
▸ Granular Permissions for C-Level Dashboards — Administrators can now manage who has access to view and edit C-Level dashboards directly within Role settings. This gives you precise control over visibility for executive-level analytics, consistent with how other dashboard permissions are managed.
▸ One-Click Report Downloads from Email Notifications — "Your report is ready" emails now include a direct download link, letting you get your file instantly. Downloaded files also have clear, meaningful names (e.g., Monthly_Review.xlsx) instead of random IDs, making them easier to manage.
▸ Prompt Templates from the Library Now Work Instantly — When you install a prompt template for features like AI-powered summaries, it's now active and ready to use immediately. This removes a previous point of friction where templates could fail if not manually activated after installation.
Fixes
▸ The conversation actions menu, including the 'Export to Excel' option, has been restored for Manager and Team Lead roles.
▸ Resolved an issue that could cause Excel exports from the Analytics section to fail or produce an empty file.
▸ Improved the reliability of recording metadata synchronization from external systems to prevent missing call details.
