18 August, 2025

Settings

We've added preferred time zone selection for each user and revamped and fixed all time zone issues across the app. What this means?

First, you can set up your preferred time zone on your profile.

All the time stamps you see throughout the app will be displayed in your preferres time zone. We've fixed the time zone conversion between server and system in all the forms, i.e. workloads, calibrations, coaching sessions, sampling rules, so timestamp selection remains consistent.

Same applies for all reports and tables with filters on timestamps. Also, the time zone will be visible in all your data export.

AutoQA

Following the work above for time zones, we've also added a setting for AutoQA to select its time zones. This way, when AutoQA references the timestamps of messages or events, it will use your preferred time zone. So you don't have to do all the calculations in your head.

AutoQA now cites KB articles that are linked to each criterion it evaluates. This helps both evaluators understand what the scoring is based on and the reviewees to refer to the source and understand what was expected from them.

Data

Intercom has published their new conversation Calls endpoints and we already support them! You can bring your Intercom calls on Intryc, along with the transcriptions, and have a complete picture of multi-channel conversations or call-only conversations.

And If you are not satisfied with Intercom's transcription, we can transcribe your calls as we ingest them.

Again, for Intercom, we now have message-level source. This allows both you and AutoQA to identify each message's source in case there were channel switches from chat to email or vice versa.

We've fixed the calculation of some metrics used in sampling rules.

Tickets

For tickets details, if you hover above any message or event, you will now be able to see its timestamp in both your preferred time zone and UTC.

We've also fixed the duplicate value display of drop-downs on the Tickets table and issues with the display of manually created calls and calls ingested from Aircall.

Criteria

We've fixed the "Refine" option for AutoQA instructions to work with newly created criteria.

Workloads

Fixed a bug to update the status of workloads that are past their due date to "Inactive".

Misc

Finally, we have fixed a few bugs across notifications and disputes. And for the ones we might have not fixed yet, we have an improved error page to help get back to your feet.