What's New — October 16, 2025

This month's updates move your contact center analysis from "what happened" to "why it happened." You can now track the evolution of customer satisfaction within every single call, giving you a dynamic view of agent impact. We've also overhauled agent and team management to automate roster updates and eliminate data silos, ensuring your analytics are always built on a foundation of clean, accurate data.

Executive Summary

New CSAT Dynamics Dashboard — Instantly track how customer satisfaction changes from the start to the end of every conversation to measure agent impact and identify coaching opportunities.

Streamlined Roster and Access Management — Automate agent directory updates, merge duplicate profiles, and grant supervisors access to multiple teams from a single account, eliminating manual work and ensuring data integrity.

Reliable Prompt Editing in GenAI Studio — Confidently build and edit complex AI prompts, knowing your advanced, expert-level customizations are always preserved when making changes in the standard editor.

Highlights

CSAT Dynamics Dashboard — Track Customer Satisfaction in Real Time

Previously, CSAT was a static, post-interaction score that didn't show how an agent's actions influenced customer sentiment during the conversation. Understanding whether an agent turned a frustrated customer into a happy one required hours of manual listening and guesswork.

▸ Visualize satisfaction shifts: Automatically measure the change in AI-detected customer satisfaction from the beginning to the end of every conversation.

▸ Identify top performers and coaching needs: A dedicated agent-level table shows who consistently improves CSAT and who might need help de-escalating negative interactions.

▸ Understand satisfaction trends: A pre-built dashboard visualizes how sentiment migrates, showing you exactly how many dissatisfied customers become satisfied (or vice-versa).

• Before: CSAT was a single, lagging indicator measured after a conversation ended.
• After: Every conversation has an "Enter" and "Exit" CSAT score, showing the real-time impact of the interaction.
• In practice: A Team Lead, Maria, reviews the CSAT Dynamics dashboard and sees that one agent consistently turns "Dissatisfied" customers into "Satisfied" ones. She uses this agent's calls as a best-practice example in her next team coaching session.

Get started: The CSAT Dynamics dashboard is now available in your main dashboards list. No setup is required.

Roster and Access Management — Automate Your Org Chart and Permissions

Keeping your agent roster and team structures aligned with your external systems was a manual, time-consuming task. Duplicate agent profiles skewed analytics, and supervisors who managed multiple teams needed separate accounts or overly broad permissions to do their jobs.

▸ Automate roster updates: Agent profiles, team assignments, and active/inactive status now sync automatically from your external workforce management system, eliminating manual data entry.

▸ Merge duplicate agents: You can now merge two agent profiles into one with a single click, consolidating all their conversation history, scores, and aliases into a single, accurate record.

▸ Grant multi-team access: Assign users like supervisors or QA specialists to multiple teams, giving them a unified view of all their responsibilities without needing separate accounts or full admin access.

• Before: Admins manually updated agent lists, fought with duplicate profiles, and couldn't give a supervisor access to just two specific teams.
• After: Rosters sync automatically, duplicates are merged in seconds, and permissions can be precisely mapped to your organizational structure.
• In practice: An admin, David, no longer spends hours each week updating agent lists. When a supervisor takes on a second team, David simply adds the new team to her existing profile, and she instantly sees both teams' data.

Get started: Admins can assign multiple teams in Settings > Users. To merge agents, go to Settings > Agents, select two profiles, and use the Merge option. Contact support to enable automatic directory sync.

GenAI Studio Prompts — Reliably Edit Prompts in Any Mode

When building sophisticated prompts in GenAI Studio, you could lose carefully crafted "expert mode" customizations if you later made a simple change in "standard mode." This forced a difficult choice between using the simple editor and protecting your advanced configurations.

▸ Preserve expert configurations: Saving a prompt in Standard Mode now only updates the standard sections, leaving any advanced, expert-only content untouched.

▸ Edit with confidence: Freely switch between editing modes without the risk of accidentally overwriting or deleting your complex prompt logic.

▸ Build more robust prompts: Combine the ease of the standard editor for basic structure with the power of the expert editor for nuanced instructions, knowing both will be saved correctly.

• Before: Saving a prompt in Standard Mode could silently delete any custom logic you'd added in Expert Mode.
• After: You can safely make edits in Standard Mode, and all your expert-level configurations are preserved.
• In practice: A QA Manager, Sarah, refines a complex AutoQA prompt with expert instructions. Later, she uses the Standard Mode to tweak a simple "What to look for" field, and all her expert logic remains perfectly intact upon saving.

Get started: This improvement is automatic. Continue editing your prompts in Settings > GenAI Studio as you normally would.

Improvements

▸ More Trustworthy AutoQA Results — We've improved the underlying AI reasoning and fixed issues that could cause inaccurate comments or "N/A" scores. AutoQA evaluations are now more reliable, with comments that always reflect the final score from our most accurate models, reducing the need for manual validation.

▸ Create Speech Recognition Fixes Directly from Transcripts — When you spot a transcription error while reviewing a call, you can now right-click the incorrect word or phrase to create an auto-correction rule on the spot. This eliminates the need to navigate to settings, saving time and improving transcript accuracy more efficiently.

▸ Efficiently Manage and Visualize Your Analytics — You can now archive old Categories and Topics to declutter your workspace without deleting historical data. Additionally, when building charts, you can now filter topics by their labels and add all matching topics at once, dramatically speeding up dashboard configuration.

▸ Discovery Now Open to Team Leads — Users with permissions to view their own or their team's conversations can now access the Discovery feature. This allows more of your staff to independently explore conversation trends and find examples, with results automatically scoped to the data they are authorized to see.

▸ Improved Ender & Prompt Management — The workflow for managing Enders and Prompts is now smoother. Duplicating an item now requires confirmation to prevent mistakes and automatically navigates you to the new copy for immediate editing. Furthermore, archived Enders are now guaranteed not to run.

▸ Quick User Status Filters — In the user management screen, you can now instantly filter the list by status (Active, Invited, or Disabled) using new one-click toggle buttons. This makes it much faster for admins to find pending invitations or manage disabled accounts.

Fixes

▸ Chart drill-downs now correctly filter by your local date, not UTC.

▸ The reviewer list for score disputes now correctly shows only users with review permissions, excluding agents with custom roles.

▸ When creating a tag with an exact-match phrase, the surrounding quotes are now correctly preserved on the first try.

▸ The AI model selector in settings is now searchable, making it easier to find a specific model in a long list.