9 June, 2025

Criteria

You can directly edit the AutoQA instructions for criteria from an evaluation.

Expand the criterion you want to edit, select "Edit instructions" and directly update how AutoQA evaluates this criterion.

Knowledge base

You can now connect Guru to Intryc and bring all your knowledge base articles and procedures to help AutoQA with evaluations.

Simply go to Settings > Connections, select Guru, create a user token, add the details on Intryc, and select the collections you want to ingest.

Data ingestion

For Intercom users, we now ingest calls and subscriptions directly from Intercom's API.

Reporting

You can sort results by any column of in any of the tables. Applies to all reporting pages under "Reviewees". This allows you to focus on top or bottom performing individuals, groups and among those, to focus on the criteria where the groups or the individuals need to focus on.

To make reporting navigation even easier, you can also save views of any of the existing "Reviewees" reports with pre-set filters. It's available across all pages under "Reviewees" and shared across your organisation.

Sampling rules

You have more options to sample ticket by keywords and can focus on either the customer's or the agent's messages or the internal notes.

We've also improved how you add keywords to improve your experience.

Workloads

We've fixed a few bugs where the default targets by reviewee were resetting when new individuals were added in a selected group or to workloads with all reviewees selected.