20 October, 2025

Workloads

In workloads, you now have the option to evaluate multiple agents in one go within each ticket. Select the reviewees you're interested in evaluating and then click on "All agents" to create one evaluation per reviewee.

Training

You can attach and send images on chat and email!

You can now create Call simulations and choose between inbound and outbound!

AutoQA

Made a few fixes on the AI's input to help consider the ticket subject and better distinguish the reviewee versus the other agents as well as static ticket information versus the events on the ticket history.

We have released a new model for our transcription to get more accurate and complete results.

We've adjusted the comment output to avoid mentioning last names.

Data ingestion

New update for Intercom:

• We now ingest all internal knowledge articles, in addition to the public help centres. This way, you can evaluate your agent no only on product knowledge but internal SOPs and policies.

A couple of updates on Zendesk ingestion:

• We've updated how we ingest nested ticket fields so you can see the values on Intryc exactly as they appear on Zendesk.

• Also, we've included notes and details fields for users to the user fields so you can use them as input to the AutoQA.

And a few fixes for Jira:

• We've ingested more ticket events, specifically about ticket status.

• Removed some duplicated events.

• Correctly mark private messages as internal notes, i.e. not visible to the customer.

Reporting

In AutoQA reporting and specifically Accuracy and Evaluation Scores tabs, we've added a filter to be able to select the scores of specific evaluators or AutoQA reviewers.

Coaching reporting is not available for evaluators.

Tickets

Bookmarked tickets is now available to all users.

Criteria

We have made a few updates on the AutoQA Refinement button to help you write simpler and better prompts.

Fixed a couple of bugs when creating or updating criteria.