What's New — May 2, 2025

This month's updates are focused on creating a more intuitive and efficient platform experience. We’ve redesigned core navigation and settings to help you find information faster, letting you spend less time searching and more time coaching agents and improving quality. These changes streamline daily workflows for everyone, from admins configuring the platform to managers analyzing performance.

Executive Summary

Streamlined Platform Navigation — A completely reorganized navigation menu and unified terminology make the platform faster to use, with key dashboards and settings just a click away.

Highlights

Streamlined Platform Navigation — Find What You Need, Faster

Previously, finding the right dashboard or configuration setting could involve navigating through cluttered menus with inconsistent terminology. Key features were sometimes buried, forcing you to click through multiple levels to get to your daily-use pages.

▸ Find what you need faster: Key sections like Dashboards and Settings are now logically grouped at the top level, with the most frequently used items listed first. This cuts down on clicks and search time.

▸ Speak a common language: We’ve unified terminology across the platform. "Sessions" and other legacy terms have been replaced with "Conversations" everywhere, from filters to notifications, for a more consistent and understandable experience.

▸ Enjoy a cleaner interface: We've removed legacy menu items and adopted a refreshed, modern design for tabs, reducing visual clutter so you can focus on the data that matters.

• Before: Menus were cluttered with legacy items, settings were scattered across a "System" section, and the platform used mixed terms like "sessions" and "conversations".
• After: The main menu is simplified with top-level "Dashboards" and "Settings" sections. All configuration is logically organized, and the term "Conversations" is used consistently everywhere.
• In practice: A QA Manager starting their day can now navigate directly to the "Quality & Performance" dashboard in one click, instead of searching through multiple sub-menus.

Get started: No action is needed. The updated navigation and design are live for all users. Explore the reorganized sidebar menu to see the new, more intuitive layout.

Improvements

▸ Accurate review attribution for Auto QA: When a QA reviewer modifies or approves an AI-generated score, the evaluation is now correctly attributed to the human reviewer. This ensures your reporting accurately reflects manual review coverage and distinguishes between fully automated and human-verified scores.

▸ Centralized AI model configuration: Admins can now manage the default AI models for Auto QA, Summarization, and Categorization from a single settings page. This simplifies setup, ensures consistent AI behavior across all features, and protects your API keys from being accidentally overwritten during edits.

▸ Streamlined analytics and reporting: Building reports is faster with a simplified set of chart types focused on key metrics like SLA and Repetitive Calls. Additionally, exporting your filtered analytics dashboards to Excel now works reliably every time.

▸ Expanded data access and integrated support: Agents can now view and download dashboard charts relevant to their own performance, empowering them with self-service data. For any questions, all users can start a live chat with our support team directly from the Help menu.

▸ Enhanced reliability for Azure AI: AI-powered features, including Auto QA and conversation summaries, now run more consistently for organizations using Azure OpenAI deployments, with more accurate usage tracking.

Fixes

▸ Your session now ends completely and securely when you log out, requiring re-authentication to access your account.