10 March, 2025

Evaluations

New table with all the evaluation scores so you can review evaluations for certain criteria, including their scores, root causes and comments.

AutoQA

You can now configure AI to provide summary, or TLDR, of the most important evaluation findings. Go to the AutoQA's settings and select the following option.

When you start evaluating tickets, you will get a final comment for the evaluation, in addition to the criteria-specific comments.

Reporting

New tables for performance by criterion group. Available across all Reviewee reporting pages, i.e. Overview, Groups and Individuals.

Also, the tiles on the performance by criterion are clickable and redirect you to the evaluation scores table to deep dive into certain evaluations.

There's a new page under Reviewees reporting to display the performance by Source, i.e. by workload and category of stand-alone evaluations. It includes average score, number of evaluations, pass rate, and failed evaluations.

Finally, we've added tooltips across reporting pages to better explain each metric and how is it computed.

Notifications

Notification for group leaders when their team members receive an evaluation.

Tickets

Ticket activities updates

• Updated icons for standard ticket field events.

• Visibility to when agents apply tags (currently available only for Intercom).

Workloads

Newly created Autonomous AI workloads are now executed immediately if a new cycle is created, so you don't have to wait to review the first AutoQA evaluations.

Updated wide workload form with updated copy for better readability and understanding.

Other

Fix sorting on Disputes tables. Also, truncate long text for better readability.

Fix sorting on Workloads table.

On evaluation scores and the Criteria dropdown, support criterion groups for filtering.

Validate Freshchat and Freshdesk connections to make sure the right connection details are passed.