7 July, 2025

Calibration

We're excited to introduce calibrations!

You can know select specific tickts for your evaluators to review and benchmark the results against the evaluation of a lead participant.

You can view and manage all the calibration sessions under "Calibration > Sessions". Select "Create new" to create a new session and add a name, the due date by when participants can submit their evaluation and the scorecard that will be used.

Next, select one or more tickets that will be calibrated and which agent will be reviewed in each ticket. This is to ensure that ,in ticket with multiple agents, the team is aligned about who will be evaluated.

Finally, select the participants and who will lead the calibration session. The results of the lead participant are used as a benchmark for all participants' results.

Each participant will receive a task for each ticket they need to calibrate. These can be found under "Tasks > Calibration tickets".

You can have a look of the entire end-to-end flow in the demo video below.

Coaching

Fixed criteria selection bug for AutoCoaching when creating a coaching session.

Also, fixed a bug for coaching session updates from reviewees resulting in evaluations being removed from the selected criteria.

Settings

Improved UX for Intercom integrations.

Workloads

Fixed bug for workload search by name.