What's New — September 2, 2025

This month's updates focus on helping you scale your quality programs and get from insight to action faster than ever. We're introducing powerful new ways to standardize evaluations across your organization, control who sees sensitive AI summaries, and accelerate your most common review workflows directly from the conversation transcript. It's all about making your quality data more consistent, accessible, and actionable.

Executive Summary

Standardize quality across your enterprise with Scorecard Templates. Publish, share, and install your proven evaluation frameworks across multiple organizations in seconds, ensuring consistent quality standards everywhere.

Control who sees sensitive AI insights with new visibility settings. Tailor the conversation review experience by restricting access to specific AI-generated summaries based on user roles, keeping detailed analytics for managers and coaching notes for agents.

Tag, search, and discover phrases without leaving the transcript. A new context menu lets you instantly turn any selected text into a tag or launch a search, dramatically accelerating your analysis workflow.

Get to your key metrics faster with saved dashboard filters. Executive dashboards now remember your team and agent selections, providing an instant, personalized view of performance every time you log in.

Highlights

Templates Library — Standardize Quality with Sharable Scorecards

Manually recreating scorecards for each new team or client was time-consuming and led to inconsistencies in how quality was measured. Now, you can build a scorecard once and deploy it anywhere.

▸ Deploy instantly: Install complex, pre-built scorecards to new organizations with a single click.

▸ Ensure consistency: Maintain a single source of truth for your evaluation criteria across all teams and deployments.

▸ Scale confidently: Onboard new clients or business units with your proven quality framework ready to go from day one.

• Before: A QA manager would spend 30+ minutes manually rebuilding a scorecard for every new organization.
• After: The manager publishes the scorecard to the Templates Library once, and it can be installed in any new organization in seconds.
• In practice: A QA lead, Jane, standardizes evaluation criteria for her company's three international contact centers by publishing her master scorecard as a template, ensuring all regions measure quality the same way.

Get started: Navigate to the Templates Library to find a new "Scorecards" section. You can publish existing scorecards or install available templates from here.

AI Summaries — Control Who Sees Sensitive Insights

Previously, all AI-generated summaries were visible to everyone who could view a conversation, making it impossible to separate agent-facing feedback from manager-only analysis.

▸ Protect sensitive data: Keep technical, compliance, or business-sensitive summaries visible only to authorized roles like managers and admins.

▸ Tailor the agent experience: Show agents only the summaries relevant for their coaching and performance, reducing clutter and information overload.

▸ Improve data governance: Implement precise access controls on AI-generated data without sacrificing the depth of your analysis.

• Before: An agent, a team lead, and a director all saw the exact same list of AI summaries on a conversation.
• After: The agent sees a concise "Coaching Summary," while their team lead sees that plus a detailed "Compliance Risk Summary."
• In practice: QA Manager David configures a "Customer Sentiment Analysis" summary to be visible only to the leadership team, ensuring sensitive feedback is handled by the right people.

Get started: When creating or editing an AI summary task (LLM task), use the new Results Visibility setting to select the roles that can view its output.

Conversation Review — Tag and Search Instantly from Transcripts

Adding a new phrase to a tag or searching for a term required you to copy text, navigate away from the transcript, and paste it into a different screen, breaking your review flow.

▸ Accelerate tag creation: Select any text in a transcript and add it to a new or existing tag in two clicks, without ever leaving the conversation.

▸ Streamline analysis: Instantly search for a selected phrase across all conversations or jump to the Discovery tool to analyze its frequency and context.

▸ Capture insights on the fly: Turn observations into actionable data points the moment you spot them, and edit tags more easily with interactive, auto-cleaning phrase chips.

• Before: To tag a phrase, you had to copy it, navigate to the Tags menu, find the right tag, and paste the phrase.
• After: You simply highlight the phrase in the transcript and select "Add Phrase to Tag" from the context menu.
• In practice: While reviewing a call, Team Lead Sarah notices a new competitor name. She highlights it, selects "Create Tag," names it "Competitor Mention," and immediately starts tracking it across all conversations.

Get started: In any conversation transcript, highlight a word or phrase with your mouse. A context menu will appear with options to Search, Discover, or add the phrase to a tag.

Executive Dashboards — Get Your Personalized View Instantly

Executive dashboard filters would reset on every visit, forcing you to re-select the same teams or agents each time you wanted to check performance.

▸ Save your context: Filters are now automatically saved per dashboard, so your preferred view is ready the moment you open it.

▸ Drill down with precision: Filter dashboards by specific agents, not just teams, to focus on individual performance trends.

▸ Work more efficiently: Eliminate repetitive clicks and get to the data you care about faster, every single time.

• Before: A director had to re-select their three regional teams from the filter menu every time they opened their daily KPI dashboard.
• After: The dashboard remembers their team selection, showing the correct data instantly upon opening.
• In practice: VP of Operations, Maria, sets up a dashboard filtered to her top 5 underperforming agents. Now, she can open that board each morning and see their progress immediately without any setup.

Get started: Open any Executive Dashboard and use the Team and Agent filters at the top. Your selections will be saved automatically for that specific board.

Improvements

▸ Drill down from metrics to conversations in one click. Key metrics on the Main Dashboard and score bars in the Agent Workspace are now clickable, instantly taking you to the underlying list of conversations. No more manual filtering to investigate a score or metric.

▸ Improved reliability for Quizzes and Training Plans. Agents are no longer blocked from retaking quizzes, and any quiz that expires mid-session is now automatically scored. Additionally, sorting by score or status is fully functional again in the Training Plans Statistics view.

▸ Collaborate and share insights with improved AI Chats. AI Chat sessions are now visible to your entire team, not just the creator. Each session also clearly displays who ran the analysis and which prompts were used, making it easier to share findings and manage team activity.

▸ Accurate period-over-period comparisons in dashboard charts. Dashboard charts now show correct comparison ("shadow") values, even when using filters or formula-based metrics. You can trust that your trend data is reliable and consistent.

▸ More flexible control over agent dispute limits. You can now set agent dispute quotas per day, week, or month, giving you more granular control to align with your team's specific review cadence and workflow.

▸ Cleaner, more relevant user selection menus. Dropdown menus for selecting users (e.g., for disputes or notifications) now automatically hide internal system and API accounts, making it faster and easier to find the right person.

▸ Enhanced security for Zendesk integration. Our Zendesk integration now uses modern, more secure authentication methods, ensuring a reliable and protected connection for all Zendesk customers.

Fixes

▸ Correctly identifies and attributes all conversations to agents in the Genesys Cloud integration, ensuring no agent interactions are missed.

▸ Ensures conversations are always indexed and searchable, even if they are linked to categories that have since been deleted.

▸ The expert mode in the GenAI prompt editor now loads reliably, allowing you to edit advanced prompts without display issues.