What's New — September 16, 2026
This release accelerates your time to value. You can now activate key conversation analytics with a single click and gain unprecedented control to refine your AI's performance over time. These updates help you move faster, from initial setup to continuous improvement, ensuring your quality and automation programs deliver measurable results from day one.
Executive Summary
Out-of-the-Box Conversation Dynamics — Instantly enable CSAT and Interaction Intensity analytics with two new, pre-built managed automations, eliminating manual setup and ensuring consistent, trustworthy data.
Full Control Over Topic Training Datasets — Go beyond initial setup to continuously improve Topic accuracy by editing, correcting, and expanding the underlying training examples at any time.
In-App Product Updates — Stay informed about new capabilities and improvements with a new "What's New" panel that brings release highlights directly into your workflow.
Highlights
Out-of-the-Box Conversation Dynamics — Instantly Analyze CSAT and Interaction Intensity
Previously, activating CSAT and Interaction Intensity Dynamics required you to manually build and configure automations from scratch. This process was time-consuming and left valuable dashboards empty until the work was done.
▸ Activate with one click: Two pre-built, managed automations for CSAT and Interaction Intensity are now included and ready to go. You no longer need to build them yourself to power these key analytics dashboards.
▸ Trust the results: The prompts and logic are authored and maintained by Ender Turing, providing a consistent, protected baseline that can't be accidentally edited. A clear warning tells you if the analytics are not running.
▸ Customize without compromise: If the default configuration doesn't fit your process, you can create a fully editable copy with one click. The system automatically prevents duplicate AI processing and costs if you run a managed and a custom version side-by-side.
- Before: CSAT and Intensity dashboards were empty until you manually built the automations from scratch, a process that required time and expertise.
- After: Two managed automations appear pre-built in your Enders list; you just toggle them on to start populating your dashboards immediately.
- In practice: A QA Manager, Maria, enables the managed CSAT Dynamics automation right after an upgrade and immediately starts seeing satisfaction trend data for her teams, without any configuration work.
To get started, go to Automations → Enders. The new ET Managed automations appear at the top of the list. Simply toggle them on to activate.
Full Control Over Topic Datasets — Refine, Correct, and Expand Your AI Training
Calibrating a Topic used to be a one-way process. Once you reviewed the initial conversation samples, the labels were locked, making it difficult to correct mistakes or adapt the Topic to new edge cases without starting over.
▸ Continuously refine your examples: You can now navigate freely through a Topic's entire review dataset, changing labels (Matches, Does not match, Unclear) and updating reviewer notes at any time. Edits are saved instantly.
▸ Strengthen Topics on demand: Add more matching or non-matching conversation examples whenever you need to, helping the AI learn to handle subtle or tricky cases with greater precision.
▸ Control when accuracy is measured: A new "Finish review" button gives you explicit control over when to trigger a new accuracy calculation, so you can make all your changes first and then evaluate the result.
- Before: Once the initial review was complete, labels were final and could not be corrected without rebuilding the entire dataset.
- After: You can revisit any reviewed sample at any time to change its label, add notes, or add more conversation examples to the dataset.
- In practice: An analyst, David, notices a Topic is over-triggering. He opens its review dataset, finds and corrects three mislabeled examples, adds two new "Does not match" conversations, and then recalculates the accuracy, all in a few minutes.
To get started, open any Topic and go to the Review queue tab. Use the Previous/Next controls to navigate samples and change labels as needed.
In-App Product Updates — Never Miss a New Capability
Keeping up with product improvements meant you had to remember to visit an external website. It was easy to miss a new feature or workflow enhancement that could make your job easier.
▸ See updates where you work: The latest product highlights now appear in a popup automatically the first time you sign in after a release. The dialog shows you every update from the last month, so you can catch up in one place.
▸ Scan highlights quickly: Each update appears as a compact summary showing its category and purpose. You can expand any item to read the details without leaving the list.
▸ Revisit anytime: If you dismiss the popup, you can easily reopen it from the Help menu to review the latest changes when it's convenient for you.
- Before: Product updates were only visible on an external changelog page that you had to remember to visit.
- After: The newest updates are shown automatically in a popup inside the platform, and can be reopened anytime from the Help menu.
- In practice: A Team Lead, Sarah, signs in after a vacation, sees two weeks of updates in the "What's New" dialog, and immediately knows which new reporting features to share with her team.
The "What's New" dialog will open automatically when new updates are available. You can also open it anytime from the Help menu in the main navigation.
Improvements
▸ Faster, more reliable chart analytics. Clicking into a chart to see the underlying conversations is now up to 4x faster for groupings by Agent, Team, Queue, or CRM status. This also removes previous limits on large drill-downs. Additionally, charts now calculate from a consistent data snapshot, preventing mid-calculation errors, and topic distribution charts no longer double-count conversations that have both an active and an archived topic.
▸ Richer, analysis-ready conversation exports. When you export conversation reports, Customer Satisfaction Index (CSI) scores from your telephony system now appear in their own dedicated column. Metrics from CSAT Dynamics and Interaction Intensity Dynamics are also split into individual columns (e.g., enter score, exit score), eliminating the need to manually parse data in your spreadsheet before you can start your analysis.
▸ Direct cost visibility in GenAI Studio. You can once again see how much each prompt has cost over the last 24 hours and 30 days directly in the GenAI Studio prompt list. This helps you spot expensive prompts and prioritize optimization efforts without needing to run a separate report.
▸ More reliable and secure SFTP file delivery. Our secure file upload server has been hardened to provide more stable connections and stronger protection. Server identity is now preserved across maintenance, so your SFTP clients connect without warnings. The system also automatically blocks repeated failed login attempts from a single source while allowing your legitimate uploads to continue uninterrupted.
▸ Smarter defaults and clearer settings for new workspaces. New Ender Turing installations now start with the most common features already enabled, such as multi-team dashboard selection and scorecard choice during review. Settings have been rewritten in plain language, so you know exactly what each option does, and interactive onboarding guides have been retired for a cleaner interface.
▸ LLM cost and token reporting is now always available. AI cost tracking and provider token metrics are now permanently enabled for all authorized users. This removes confusing settings toggles and ensures you always have access to complete AI usage and spend data without needing an administrator to switch it on.
Fixes
▸ Activity notification emails are now readable in all email clients and corporate mail gateways that strip HTML formatting.
▸ Recordings from the GlobalBilgi (Sirius) integration with second-level timestamps in the filename now import with all their correct metadata.
