14 April, 2025

Evaluations

Reviewees now have also access to their evaluations scores so they can focus on specific criteria.

Also, when you click on an evaluation on any of the evaluations tables, the selected evaluation will open on a new tab so you can easily go back or review multiple evaluations without losing your applied filters or sorting options.

Admin users now can edit or delete evaluations even after they have been accepted, to be able to handle edge cases or specific team requests.

Disputes

Reviews can now edit a dispute after they submitted it.

They can:

1. Change the score they initially submitted.

2. Remove criteria they initially had selected to dispute.

3. Add new criteria.

Also, if the team decides the dispute is no longer valid, admins can now delete it.

Tickets

Similar to evaluations, when you select a ticket on the tickets tables, the selected ticket will open on a new tab so you can review multiple tickets, the one after the other, without losing your applied filters or sorting options.

Sampling rules

• New "Last 3 days" option for date fields, so you can focus on more recently created or updated tickets.

• You can now sample based on the ticket "Source", so you can create sampling rules and workloads for specific channels, e.g. calls, chats, or email.

Workloads

Updated the reassignment option to disabled it for assignment that belong to workload cycles with only one evaluator.

Better tooltips and explanation of reassignment pop-up window to guide you thourgh.

Updated the "Cycles" page under workloads and added both completed and in progress evaluations in the progress bar, sorting by most columns and new filtering options, for better navigateion.

Also, we've fixed some edge case of updating workloads with reviewee groups, when these groups are updated or deleted.

Reporting

On the "Evaluators > Assignments" page, you can click on any of the charts or tables and you will be redirected to the Workloads > Assignments" table with the relevant assignments preselected.

Also, the "Assignments" reporting pages is now available for the individual evaluators so they can also view their progress over time.

Finally, on the AutoQA's Accuracy report page, we've added an option to filter specific criteria and fixed the "Sources" dropdown to also include stand-alone evaluation categories.

User management

You can now deactivate users that are still in "Pending" status directly.

Notifications

New notification option for group leaders to be alerted when their members accept an evaluation.

Data

Fixes on Intercom data representation and specifically the ticket field events, i.e. ticket assignments to agents or groups and status or priority updates.

AutoQA

Fix on AutoQA's content parsing to include URLs in ticket messages and internal notes.

Also, added ticket message attachments (just name references) and ticket "Source" and "Group" in AutoQA's content.