24 March, 2025

New user role

We've introduced a new "Evaluator and Reviewee" user role. This allows your users to act both as evaluators, and reviewee other team members, and reviewees, and receive evaluations.

The sidebar for users with this role will be a combination of what Evaluator and Reviewee user roles see.

Users with this role cannot be added in the same workload as both Evaluators and Reviewees!

AutoQA

AutoQA now reads tag events, i.e. when specific help desk tags were applied or removed from your team members or automations.

Only applicable for Intercom.

Manual ticket creation

You can manually created ticket records in case you want to evaluate your team members for interactions or any other action that might not be on your help desk. Go to "Tickets" page, select "Create ticket" on the top right and fill in the details.

Once you create your ticket, it might take 4-6 hours until it is visible on the tickets table and ready to be evaluated.

Data

• the below are now visible for tickets. Can be seen under ticket details, used for ticket filtering or for sampling rule creation.

  • "Team Inbox” from Intercom available on tickets as "Group"

  • Survey outcomes from Freshdesk available on tickets as "Rating"

Connections

New Access Management section under connections with Okta connection.

Workloads

Updated workloads overview and single-click access to cycles.

Coaching

Updated coaching session management. Be able to delete sessions and edit private notes post delivery.

Reporting

New "Total duration" metric for evaluator to see the total active time spent by users doing evaluations. Both for the entire organisation and by user.