2 June, 2025

Disputes

You can see who resolved each dispute. As a proxy, we assume the user who resolved the dispute is the user who resolved the last open disputed criterion.

Reporting

We've added the number and percentage of failed evaluations which failed because of one or more critical criteria. This way you can get better reviewee performance for the QA aspects that matter the most.

It's added in:

• Reviewees > Overview, both as a top-line metrics and by time period.

• Reviewees > Groups

• Reviewees > Individuals (example below)

• Reviewees > Ticket Groups

Also, now you can export the Reviewees > Overview page as well.

Under Reports and AutoQA > Evaluations scores, we've added the root causes and improved visibility on which output from the AutoQA was updated or remain unchanged.

We've also fixed a bug across all reporting pages when you select to aggregate results by quarter and the selected date range is less than a quarter.

We've updated the Reviewees dropdown filter to make it simpler and easier to use.

Sampling rules

You can now create sampling rules based on keywords and keyphrases!

Simply select "Keywords" as a field, choose if you want to include tickets which have messages and internal notes with or without any of the keywords and add as many keywords as you want.

It might take a few minutes until we scan all the tickets and your sampling rule is ready to be used. To check if it's ready, click on it and look out for the tooltip below. When the tooltip no longer appears, you are ready to go!

Workloads

In assignments, we've updated the toaster you see when there are no available tickets.