Meet Ender, the AI Quality Assurance Specialist who will join your QA team and help it shine!
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This release marks a major step forward in making your analytics more intelligent and actionable. We’ve supercharged our Chat AI to move beyond simple queries, automatically understanding your questions to deliver faster, more relevant answers from the right data sources. Combined with a host of workflow improvements, this update helps you spend less time digging for data and more time driving contact center performance.
Smarter Chat AI Delivers Faster, More Relevant Answers — A major upgrade to Chat AI enables it to intelligently route your questions, understand context, and deliver more focused insights from conversation metadata and summaries, all with improved performance and reliability.
Agent Dashboard Charts Restored — A critical fix restores data visibility to agent performance charts, allowing you to once again track scoring trends over time to identify coaching opportunities and measure improvement.
Asking questions about your contact center data should feel like a conversation, not an interrogation. Previously, Chat AI treated all questions similarly, sometimes providing answers that were too broad or required you to rephrase your query to get the specific insight you needed.
▸ Intelligent Question Routing: Chat AI now automatically determines the best way to answer your question. Metric-driven questions (e.g., "How many calls?") pull from structured metadata, while thematic questions (e.g., "Why are customers calling?") analyze conversation content for richer insights.
▸ More Relevant and Focused Answers: The system intelligently narrows down which analysis to run for each question. This results in more precise, cost-effective answers that get straight to the point, without unnecessary information.
▸ Faster and More Reliable: We've re-architected the backend to separate real-time chat requests from heavy background processing. This means your interactive chat sessions remain fast and responsive, even when the system is running large auto-QA batches.
Get started: This upgrade is automatic. Simply open Chat AI and ask questions as you normally would to experience the more powerful and responsive analysis.
Effective coaching and performance management depend on tracking trends over time. A recent issue caused agent performance charts on dashboards to appear empty, creating a blind spot in your ability to visualize an agent's progress and identify patterns.
▸ Complete Data Visualization: Agent scoring charts now display all data as expected, restoring your ability to track quality and performance trends day-over-day, week-over-week, or month-over-month.
▸ Accurate Trend Analysis: With time-based grouping fixed, you can reliably see how an agent's scores are progressing, spot areas of improvement, and identify where additional coaching may be needed.
▸ Data-Driven Reviews: Use the restored charts in one-on-ones and team reviews to provide concrete, visual feedback on performance patterns and celebrate improvements.
Get started: This fix is live across the platform. Navigate to any Agent Dashboard to see your performance charts populated with the correct data.
▸ Smarter, Cleaner Notifications — Your notification center is now far less cluttered. Multiple TODO assignments are bundled into a single alert, you no longer receive notifications for your own actions (like starting a dispute), and notifications are automatically cleared when the underlying task is completed.
▸ Top N Filtering for Dashboard Charts — Clean up busy charts and focus on what matters. You can now apply Top N filtering to charts grouped by Topic, CRM Status, or Queue, automatically showing only the most relevant items ranked by volume or cost.
▸ Major UI & Navigation Overhaul — A series of usability updates makes navigating the platform faster and more intuitive. Your filters and search terms are now preserved when navigating between lists and detail pages, topics are color-coded by origin (AI, Human, or Rule), and you can duplicate Enders with a single click.
▸ Smarter Agent List Management — The Agents & Teams page is now easier to manage. Active agents are listed first by default, and you can instantly find who you're looking for with a new search bar (by name, phone, or email) and status filters (Active/Inactive).
▸ AI Prompts with CRM Context — Build more context-aware AI analysis by referencing CRM statuses directly in your GenAI prompts. This allows you to create prompts that adjust evaluation criteria based on call outcomes, like whether a ticket was marked "Resolved" or "Escalated".
▸ Flexible Dispute Limits — You now have more granular control over your dispute policy. Admins can set agent dispute limits per day, week, or month to better align with your organization's review cycles and ensure a manageable flow of submissions.
▸ Easier Category Management via API — Integrations are now simpler. You can add categories to conversations using human-readable names instead of internal IDs and append new categories without replacing existing ones, streamlining automated tagging workflows.
▸ Scorecard Point Reordering — You can once again organize your scorecards exactly as you need them. Drag-and-drop reordering for points within a scorecard category is fully functional and saves reliably.
▸ Improved Transcript & Hold Time Accuracy — Get more reliable conversation data. Transcripts are now always displayed in the correct chronological order, and hold time detection is more accurate, filtering out brief background noise and pre-call silence that could inflate metrics.
▸ Faster Processing for Agent Conversations — Conversations handled by bots are now automatically processed at a lower priority. This ensures your human agent interactions are analyzed and available for review faster, especially during high-volume periods.
▸ Clearer "System/Technical User" Labeling — The "API User" label in user settings has been renamed to the more descriptive "System/Technical User," with a clearer tooltip explaining that these accounts are excluded from business workflows like dispute assignments and mentions.
▸ Correct Agent Identification for Genesys — An important data quality fix ensures that all conversations from Genesys are correctly attributed to the participating agent, eliminating gaps in performance data caused by misclassified roles.
▸ Clickable User Links from Webitel — For conversations imported from Webitel, user profile URLs in the conversation details are now automatically converted into clickable links, providing one-click access to your external systems.
▸ Improved the reliability of the Zendesk integration by updating the authentication flow to meet modern security standards.
▸ Conversation summary text now wraps correctly, eliminating the need for horizontal scrolling to read long summaries.
▸ Your selected user interface language preference is now preserved correctly across sessions and will no longer reset unexpectedly.
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