4 August, 2025

Calibration

You can know compare results from all participants' evaluations side to side, including their selected score and root causes, for each criterion.

This allows you to easily identify the criteria for which your team might not be aligned.

AutoQA

• Internal prompt improvements to eliminate hallucination between customers, agents and reviewees.

• Improved output of AutoQA instruction's refinement in criteria.

• Fixed bug to populate comments in selected output language.

Coaching

Fixed a couple of bugs related to accessing coaching sessions and visibility of action items.

Data ingestion

Updated out data ingestion pipeline to remove any potential tickets created prior to the selected start date when you connect your help desk.

User management

Introduced an option for reviewee users to allow them access to all reviewees' evaluations, disputes, coaching sessions and reporting. To enable it for the reviewees you want to have access, go to their profiles and enable the "Access to all reviewees" option.

Misc

Other bug fixes across disputes, evaluations, reports drop-downs, user profile update and workloads.