Changelog

Tuning evaluations just got a lot easier

Quality assurance shouldn't be a game of whack-a-mole. This release brings tools that let you tackle tuning your scorecards, explore evaluations more, and give your team members a little extra time to accept their invites.

1. Evaluate interactions in bulk

Make a new change to your scorecards, and want to see how well your team is performing now? Now you can. Queue interactions from the explore view to be re-evaluated in one go.

2. Drilldown from the agent dashboard

We've added drilldown buttons throughout the agent dashboard. Hover over a metric, click the arrow, and boom—you're looking at the exact interactions that make up that score.

Robert Nolan

Smarter transcript diarization

Ever notice when a transcript accidentally labels your agent as the customer (or vice versa)? Yeah, we noticed too.

We've implemented a few changes that improves the accuracy:

1. Continued improvement through our Diarization capabilities. Our latest training round produced scored 22.8% on the latestest CALLHOME benchmark. This is down from 28.5%.
2. While segmentation has always been a core ability, this update brings a significant improvement to speaker assignment and counting — marking reductions in speaker confusion and overlap
3. Conversation turn speech modeling to catch moments where there was quick replies between speakers.

Robert Nolan

Agent Performance Scorecards & Leaderboard

Individual performance pages Click on any team member to see their personal dashboard. Quality scores, sentiment trends, handle times—it's all there. No more hunting through data to figure out who needs coaching on what.

Performance over time A simple graph shows you if someone's improving, plateauing, or struggling. Spot trends at a glance instead of comparing numbers in your head.

Strengths, improvements, and opportunities We automatically sort each person's metrics into three buckets: what they're crushing, what needs work, and where there's room to grow. Agent scores sit right next to team averages, so you know if someone's an outlier or just keeping pace.

MyCase Integration

We launched an integration with the MyCase platform. Call transcripts, summaries, and topics will be automatically represented. Your team can review what was discussed on client calls without leaving their case management workflow.

Custom Vocabulary

Every business has its own terms—product names, industry jargon, internal codes. Now you now add these terms yourself by going into lexicon section in settings.

Robert Nolan