22 September, 2025

Coaching

We updated the page that shows all the coaching sessions per user so you can easily view more details across all sessions, including coach, evaluation date range and action item details.

We have also done several improvements for AutoCoaching:

• Support for your client settings, including output language, time zone reference, tone and output structure.

• Option to provide positive feedback.

• Reference ticket links as examples for the points summarised.

• Knowledge base articles mentioned in evaluations.

Evaluations

Updated the data export functionality and the drop-down filters.

Also, when KB articles are being cited by AutoQA, anyone an view them in a single click without having to go to the source.

In addition to this, we have removed visibility of criterion instructions, both for evaluators and AutoQA, for reviewees.

We have added a new client setting to allow you make evaluator details visible to reviewee.

Knowledge base

We have updated our Confluence integration to support ingestion of articles from multiple spaces.

Also, knowledge base section is now visible to all the users with read-only access. This way, agents and QAs have a centralised place to search for and read all relevant articles.

Reporting

We've updated our coaching reporting and added a table of sessions and completion rate of action items by coachee and a scorecard drop-down.

We have fixed a couple of bugs on redirections from evaluation insights report to evaluations or other pages.

Workloads

We now support workload creation or update, including users who have "Reviewee and Evaluator" role.

Also, we have fixed an issue resulting on evaluators being removed when their user role is updated.

Criteria

We have excluded AutoQA optimisations with 0% improvement.