Are you looking for something specific? Use the quick links below:

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20th Jan 2026

We're excited to announce three new API endpoints helping you to extract even more data from Evaluagent then ever before!

What's Available:

You can now retrieve full calibration sessions, evaluation disputes (queries), and conversation transcripts directly through our API, giving you more control over your data.

The Benefits:

These new endpoints open up powerful possibilities for your team:

Whether you're feeding data into BI tools, building custom reports, or creating integrated workflows across your customer experience stack, these endpoints give you the flexibility to automate data extraction to fit your specific needs.

Getting Started:

Visit our API documentation for endpoint details, authentication requirements, and code examples. If you need support getting set up, our team is here to help.

22nd Oct 2025

We've enhanced the root cause selection experience for scorecards with large root cause lists, making it easier and faster to find and select the right root causes during evaluations.

What's new: When a scorecard has more than 15 root causes configured, you'll now see a searchable dropdown instead of a long list of checkboxes. This new interface allows you to:

Scorecards with 15 or fewer root causes will continue to use the familiar checkbox interface you know today.

Why this matters: This improvement helps evaluators quickly locate relevant root causes without scrolling through lengthy lists, ensuring more accurate and efficient evaluations—especially important for teams managing complex quality frameworks with extensive root cause taxonomies.

03rd Oct 2025

We’re excited to announce two new enhancements to Real-Time QA (RTQA) that help managers gain better visibility into usage and provide proactive support for agents during live conversations.

Supervisors can now access a high-level dashboard to monitor how their agents are engaging with Real-Time QA.

Key Benefits:

This makes it easier to track adoption, identify opportunities for improvement, and ensure teams are getting the most value from Real-Time QA.

Supervisors can now create live alerts that proactively guide agents during conversations. For example, an alert can be triggered when vulnerability is detected, helping agents respond appropriately in the moment.

Key Benefits:

This helps reinforce best practices, support agents with sensitive scenarios, and improve the customer experience in real time.

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22nd Sept 2025

Based on usage and performance impact, AI Search will be retired on Thursday, 25th September. Exact word and phrase search will remain available and unaffected.

Learnings from the Beta period are shaping the development of Spotlight, our upcoming feature designed to deliver faster, more relevant insights.

16th Sept 2025

As part of our ongoing program of user interface improvements, we’re pleased to announce the next set of updates in the Evaluation screens. These enhancements are designed to make the experience cleaner, more intuitive, and easier to navigate, helping users work faster and with greater clarity.

1. Improved layout and spacing
We’ve reduced unnecessary padding across the evaluation screen, allowing more information to be visible within a single view.

2. Attachments in the conversation thread
As part of point 1 attachments are now accessed directly from a tab within the conversation column, making them easier to locate and keeping them in context. You can upload, view and delete attachments from here.

3. Enhanced insights column
Insights are now more clearly highlighted when results are found, with the number of related events shown. Where no insights exist, the section is greyed out and dropdowns are hidden, reducing distraction and guiding attention to what’s important.

4. Conversation thread updates
We’ve refreshed the colours for a modern look and added clearer context by displaying sentiment, response numbers, and timestamps directly within the thread. Agent initials or profile pictures are also now shown alongside responses.

5. Scorecard and evaluation refinements
To create a cleaner view, we’ve removed duplicate scorecard titles within the QA form, aligned the actions menu with view details, and moved award badges into the actions menu. Smart Scored items are now represented by an icon, replacing the full-width banner for a more streamlined appearance.

These updates add up to a smoother, more streamlined experience.

⚠️ Impact:

08th Sept 2025

We’re excited to share that we have added audit logs for Real-time QA usage. From the audit log report, you can now track:

This added visibility helps you understand agent engagement with Real-time QA and makes it easier to monitor usage patterns across your teams.

24th July 2025

We've updated the Evaluations Exporter to include a new data column for reviewed date. This new column provides greater visibility into when evaluations were reviewed to bring you enhanced reporting capabilities for quality assurance and compliance.

⚠️ Impact:

This change may impact existing formulas, scripts, or macros that reference specific column positions (e.g., column AT or later). Any workflows you've created relying on the current structure should be reviewed and updated accordingly.
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16th July 2025

We’ve introduced a new option to data capture questions that lets you restrict responses to numeric values only.
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When enabled, evaluators can enter whole numbers (0 or higher) — helping ensure cleaner data and easier reporting. When creating your data capture questions in Quality Settings, you’ll now see an additional option once you select free-text: yes. Here, you can choose to accept numeric-only responses.
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Check out our help article for more details on how it works.

4th July 2025

We’ve made some enhancements within the auto work queue functionality to give users even more control on how contacts are evaluated.

Previously, users could only choose to either auto-publish all evaluations that had been auto-scored or manually publish them through human oversight. Based on customer feedback, we’ve introduced a new option that allows users to set a percentage split between human oversight and auto-publishing.

When the human oversight required option is selected, users can now specify the desired percentage for manual review, the remaining percentage will be auto-published. For example, setting the slider to 10% means 10% of evaluations will be assigned to selected evaluators for review and 90% will auto-publish.

We’ve enhanced the replenishing settings to give users more control over how contacts in pending and in progress statuses are handled. There are now three options available when applying replenishment rules:

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27th June 2025

We’re excited to announce the launch of Dashboard Sharing.

This highly requested update is designed to help teams break down reporting silos and share valuable insights more efficiently across the business.

With Dashboard Sharing, you can now:

For even more detail on how it all works take a look at our user guide

12th June 2025

Following last week’s release of our new filter experience, we’ve made a few adjustments based on your feedback to make things even smoother:

Edit Icon Update

Some reports come with pre-selected filters when you land on the page. While these are required fields, they can be modified. To make this clearer, we've replaced the ‘Lock’ icon with an ‘Edit’ icon, signaling that these filters are editable.

Easier Access to Filters

Clicking the Edit icon on any filter now opens the filter slide out panel, giving you a quick and intuitive way to update your selections.

Date Range Improvements

Thanks to everyone who shared their feedback! Your input helps us further fine-tune the experience.

5th June 2025

We’re excited to roll out our latest UI enhancement: A refreshed filter experience across the platform.

We've unified the way filters work across pages, introducing sleek slide-out panels for a cleaner, more intuitive interface.

Click on the blue banner to try our new filters layout today!

22nd May 2025

Many of our customers choose to delete raw, unevaluated conversations after just one month, but in doing so also removes all the hard-won insights we’ve generated (conversation summaries, xNPS scores, resolution metrics, etc.), which can break downstream reporting and analytics.

To address this gap, we’ve rolled out a new, three-tiered retention model in Evaluagent that gives you full control over what to keep—and for how long—without ever losing the signals you rely on.

To add further flexibility, we have also added configuration for how you want the updates to tickets to affect the retention period.

17th April 2025

We've release a font update across the platform as part of ongoing UI/UX improvements coming your way. This is the first step in a series of enhancements aimed at bringing a clean, fresh look and creating an intuitive and consistent experience.

14th April 2025

A new filter has been introduced to the quality and general feedback reports that gives you even more control over your reporting data. You can now update your filters to include or exclude inactive agents from your reports.
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28th March 2025

We're excited to introduce the new discovery tab in the imported contacts screen — a powerful tool that provides deeper analysis of imported conversations and helps easily identify key patterns and trends across your interactions.

Key Features:

Head over to your imported contacts page to check it out!

12th March 2025

We’re excited to announce an enhancement to our alert functionality that provides users with more control over notifications.

What’s New?

With this update, users can now set up alerts based on filters from the Imported Contacts page. This means you can receive notifications when conversations matching your chosen filters are imported into the system.

Key Features:

Example Use case:

If you're a manager and want to be notified when an agent uses inappropriate language in a conversation, you can now set up an alert based on imported contacts filters. When a conversation with such content is imported, you’ll receive a notification.

This feature ensures that you are always in the loop, allowing for quicker responses and better management of your team’s interactions.

Check out our user guide for even more information.

10th March 2025

We’re excited to announce an update to the CX Cases feature, designed to give you a deeper understanding of your customers’ experiences.
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Insights area
The new Insights area offers a comprehensive view of the total xNPS score across all conversations within a case, giving you a summary of customer satisfaction at a glance. You can also track the xNPS journey to see how customer experience has evolved throughout the case.
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New Customer Journey Tab
Here you’ll find detailed insights for each individual conversation. This includes key metrics like xNPS, sentiment and conversation summaries giving you granular insights into each touch point.
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With these enhancements, you'll be able to track trends and gain a clearer picture of the customer experience from start to finish. View one of your cases to start exploring the changes!

For more information check out our CX Cases user guide or reach out to your account manager on how to enable the CX case functionality.

10th December 2024

Seamlessly bring screen recordings into your QA process. We support video playback capability so you can incorporate watching screen capture recordings as part of your evaluation process. This feature, accessible through integrations with trusted partners or manual upload, enables seamless playback of video files alongside other imported media.
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Load the video alongside audio, transcripts and your scorecards for a full picture of the interaction as part of your QA workflow.
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For more information you can check out our detailed guide or watch our demo video below.

31st October 2024

We've recently released a number of enhancements to existing functionality to better support your evaluation workflows and reporting capabilities.

1. Report on unpublished evaluations

When carrying out an evaluation you have the option to send the evaluation for review before it gets published. You can now apply a filter in the KPI report to include evaluations that are under review.

2. Order your root cause list

In a draft or active scorecard you can re-arrange your root cause list using a drag and drop option (this is similar to how it works for line items). When the list has been re-ordered or on new scorecards a sort will apply to root causes within reports to match the scorecard order.

3. Ability to change summary feedback following a query

When an evaluation has been queried and the score has been changed during a review, you can now also edit the summary feedback within the review page. This means the summary feedback can be amended to better reflect the updated score

4. Mark all feedback items as reviewed in the completed evaluations screen

We've added an option within the actions menu of an evaluation to be able to mark all feedback as reviewed. This means you can mark feedback as reviewed in bulk for a given interaction more efficiently.

5. Reporting on reviewed feedback

To be able to better report on reviewed feedback and identify trends we've added a column to the quality exporter to indicate if all feedback has been marked as reviewed (Yes, no, partially, N/A).

17th October 2024

A re-design of the evaluation screens is coming! The refreshed evaluation screen improves the look and feel of the evaluation process while introducing several key enhancements.

The new 3 column layout showcases the conversation insights functionality and facilitates the use of insights during the evaluation workflow. Additional enhancements including style changes to line items and options to customize focus within the page aim to support the overall experience of the evaluation process.

Click the 'preview changes' in the yellow banner to enable the new screens. For the next few weeks you’ll be able to switch back to the original view until the new view becomes the default. Please reach out with any feedback you have on these changes so we can support you in this transition.
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For more information you can watch our demo video;
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2nd October 2024

We're excited to announce the release of 1-2-1 Plans and Agent Profiles. These tools are designed to help streamline performance management and goal tracking.

You can now easily track long term objectives for your agents using the plans functionality. Create plans for your agent's with defined goals and track progress and outcomes against these goals.

Get a comprehensive view of your agent's performance data from a single place. You can access an agent's profile to get an overview of their evaluation, feedback, 1-2-1 and community reporting data.

These enhancements are designed to create efficiencies, boost agent performance and encourage more meaningful conversations with your team. You can find out more about how to use these new features from the guides below.

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12th September 2024

You can now limit users from seeing a scorecard and the associated results by restricting scorecard visibility. This gives you the flexibility to match scorecard and evaluation access to your organisation's structure.

When using the multiple evaluations functionality you'll now see an additional section within your scorecards to be able to 'hide results from'. Here you can select one or more roles to hide the scorecard and it's associated results from.

Given a user's role has been added to the 'hide results from' section of a scorecard this means that;

Take a look at our user guide to find out more about how this functionality works!

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September 3, 2024

We’re excited to announce the manual conversation import feature. EvaluAgent users can now quickly import specific conversations from supported CRM, CCaaS, and ticketing platforms without waiting for the hourly import cycle.

What do you get?

Follow our guide to get started.

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August 14, 2024

As part of Evaluagent's commitment to providing businesses with insights about the activities of their support team, we are excited to announce the Conversation Analytics exporter. This feature allows you to generate detailed reports that can be used to identify trends in your customer support conversations.

This report includes information about the conversations, sentiment, xNPS, Insight topics, audio metrics (where applicable) and many more. This data can be imported into tools like Power BI, Tableau, Metabase etc for deeper analysis

Here's what you can expect:

Discover the benefits and possibilities of this new feature on our blog.

Follow our guide to get started.

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August 1, 2024

We're excited to announce the launch of multiple evaluations. This functionality introduces the ability to carry out several evaluations per interaction against different scorecards. These evaluations can be assigned as part of an automated work queue or carried out manually on a conversation to better meet your QA processes. As part of this release you'll also see some improvements in our user interface, making more space on the page for all the important stuff and creating a simpler navigation for your evaluation workflows.

Multiple evaluations as part of an automated work queue

Set up work queues to be able to evaluate conversations that have no existing evaluations or to include conversations that have previously been evaluated.

Manual Multiple Evaluations

Evaluate a conversation where an existing evaluation has occurred and navigate across tabs to view each evaluation

Below is a summary of the additional user interface changes you'll see in the evaluations screen as part of this release:

To more easily view a conversation and the evaluation details we've reduced the size of the summary bar showing the key information relating to the conversation. You can expand/hide this to see additional details as required.

Similarly, within the evaluation modal key details are summarised within the screen and additional information like evaluator details and agent acknowledgements can be viewed as needed per evaluation.

Award a badge as part of the QA flow within the evaluation modal. The option to award a badge now sits at the end of an evaluation.

When will I see this feature?

We're excited for you to start using this new functionality and will be rolling out multiple evaluations to accounts gradually over the next few weeks. The user interface changes will be available to all accounts immediately.

For even more information on how to use multiple evaluations take a look at our user guides

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July 19, 2024

Bonjour!

We are pleased to announce that evaluagentCX now supports multiple languages, facilitating greater ease for contact centres worldwide to fully leverage the platform's capabilities.

evaluagentCX enhances the effectiveness of global contact centres by providing multilingual support, ensuring consistent and accurate evaluations across various languages.

Here’s what to expect:

Viewing the UI in your preferred language:

Enjoy greater visibility with a UI that speaks the same language as you. With just a click, you can customize the UI to the language you are most comfortable with.

Automatic language detection:

Our market-leading call transcription, automatically detects and transcribes the dominant language spoken in a call, making it ideal for multilingual environments. Or, with our specified language offering, you can identify the language you wish to have enabled on the platform especially if you need a broader range of languages.

Read our guide to get started on using multiple languages in your contact centres.

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June 4, 2024

We're excited to announce our direct integration with RingCentral! This integration offers a seamless & secure sync of your support calls between RingCentral and evaluagentCX

Here's what you can expect:

Visit our set-up guide to get started with RingCentral today or visit our RingCentral page to learn more.

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April 24, 2024

xNPS is evaluagent’s answer for the contact center that wants to move away from declining response rates and sample bias that’s often associated with customer surveys.

Through our new xNPS feature, we can predict, with 80-90% accuracy, the likely NPS Rating (and why!) a customer would give based on the interaction they’ve just had with your contact center – all without needing to run a survey program, saving your customers valuable time.

Read our launch blog to learn more!

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April 22, 2024

As our journey to enhance and simplify our user interface picks up pace, we are thrilled to release the first steps on that journey.

This release includes three new updates to our user interface that will simplify navigation around the platform, fast track some of your critical workflows and add a little more interest and personalisation. They cover:

Profile Pictures

You've been able to create your own profile picture or avatars for a while now, but with this latest update your profile images will be shown proudly across the whole platform wherever a specific user is mentioned. That might be in completed evaluations, KPI reports or evaluations themselves.

Create New Button

The create new button provides a direct short-cut to allow you to create new feedback, actions, contacts etc without needing to navigate to the specific menu option in the side-bar.

The ‘+ New’ button is visible on the main header banner from wherever you are in the evaluagent platform making it much simpler and faster to create those new assets you need.

What options you can see are controlled by the permissions that your user has. The full list currently of possible ‘new’ assets to create is as follows:

UI Banner Simplification

The main banner within the evaluagent platform is visible from any page. We have reduced the number of icons that appear on this banner and moved the platform search tool to a much more central and prominent position so that its always there when you need to search the platform.

You'll see that the notification icon is still visible next to your profile picture but other functions such as 'Help' can now be found under your profile picture, simply click on the profile picture to access this menu.

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April 18, 2024

Previously, you could only set the ability for users to query evaluations as either on or off. The setting applied equally to all roles, so if you wanted to prevent agents from raising queries then team leaders were also prevented too.

This update to the quality settings now allows you to select a little more granularity in who and raise and see queries. The expended setting found under Quality Settings > Workflow, now lets you select one of the following three states:

This change will therefore support different approaches to managing evaluation queries depending on your specific business needs or working practices.

Available now to all accounts.

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April 11, 2024

We're excited to introduce our latest integration, with Assembled WFM! This integration offers seamless synchronization of QA scores and coaching sessions, leveraging WFM schedules from Assembled.

Here's what you can expect:

Key Benefits:

Visit our guide to get started!

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March 13, 2024

We are happy to unveil an update to our feedback process, designed to help you track and manage feedback about your team members. This enhancement, has been inspired by invaluable insights from our active community of customers.

The Problem It Solves:

Our current feedback workflow lacked a crucial component: the ability to track whether Team Leaders and Managers had seen, acted upon, and acknowledged vital feedback about their team members.

Introducing The Solution:

We are pleased to introduce a simple yet powerful solution to this challenge: Feedback Acknowledgement. With this enhancement, Team Leaders can now easily acknowledge feedback about their team members with just a click of a button.

Here's how it works:

Stay tuned for even more functionality in the pipeline! In the near future, we'll be incorporating this acknowledgement feature as a key performance indicator (KPI) in our SmartView Dashboard, enabling you to seamlessly monitor feedback engagement and responsiveness at a glance.

We believe that this enhancement will not only streamline your feedback management processes but also foster a culture of accountability and continuous improvement across your organization.

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January 3, 2024

We will shortly be releasing an enhancement to the current user management capabilities that enables you to bulk activate users that are in pending.

What is a pending user?

Pending users are users that have been connected to the EvaluAgent platform via a third party system using technologies such as System for Cross-Domain Identity Management (SCIM).

Pending users do not consume an EvaluAgent user licence and have no roles, permissions or login access assigned. They therefore can not log into and use the EvaluAgent platform until they have been activated.

What does the activation process do?

Activation of pending users will move them from a pending state into an active state. This means that the users will be:

All activated users will consume a user licence.

Bulk Activation

The bulk activation enhancement will enable you to select one or more pending users who will have the same role and or team, configure and activate them with just a few clicks.

Previously you would need to do this one user at a time, so this enhancement will save administrators time in managing pending users and reduce the 'click' milage required.

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December 13, 2023

Speed up the evaluation process and ensure the correct scorecard and evaluation mode are always used when evaluations are assigned via an AutoWorkQueue.

How does it work?

When building an AutoWorkQueue you will now have the option to assign an evaluation mode and/or scorecard. If the evaluation mode and scorecard have been defined within the AutoWorkQueue then these are pre-populated for the evaluator when they arrive on the evaluation screen - saving time and reducing the risk of human error.

We hope you enjoy this small quality of life enhancement.

If you have any questions, please reach out to our support team.

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November 28, 2023

User sync is a powerful new feature designed to seamlessly import and periodically update user data from 3rd-party platforms into Evaluagent. i.e we help you import your users from your existing platforms (e.g Zendesk) and keep your user information up to date. E.g when an agent's name changes after marriage it gets updated in Evaluagent

The first implementation of user sync (beta) is on Zendesk and our existing Zendesk customers will be able to use this now

Click here to learn more about user sync.

Contact your Account manager to get started now!

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November 2, 2023

Announcing the release of Smartgroups for Custom Reporting Groups that enables you to create dynamic reporting groups based on a condition(s) of your choice.

SmartGroups can be built alongside the existing manual custom reporting groups you may already use and will be available in reporting and dashboards just as these groups do today.

SmartGroups have the added benefit of taking away the manual updating of these groups by automatically updating group membership based on a condition(s) that you define.

So for example, you can create a condition that will identify any agents that have a employment start date within the last 90 days. Every 24 hours, SmartGroups will check your group membership against this condition and add or remove agents that no longer meet this condition.

You therefore get only the agents you want in your custom reporting groups.

Other examples you can build conditions for include:

Like manual custom reporting groups, you can have as many SmartGroups as you wish.

SmartGroups are available under

User Management > Custom Reporting Groups

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November 2, 2023

Thanks to your feedback, we have just released an update to SmartView custom dashboards that will allow you to temporarily change the filters on all your widgets with a master filter.

The master filter is available across all your personalised dashboards and will enable you to change the following for all your widgets:

The master filter when selected will apply your selections to all widgets in the currently active dashboard temporarily, so you can compare your dashboard metrics across different teams and different reporting periods quickly and easily.

When you've finished, just simply click on revert or navigate away from your selected dashboard and all changes will be reverted.

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November 1, 2023

We have launched our new Community product which introduces three exciting features:

Gamification

Inspire your agents with rewards, recognition, and a sense of belonging through gamification. Setting up your Gamification Environment

Announcements

Easily share updates, responses to employee suggestions, or important information with your contact center colleagues across the user base. Announcements Quick Start Guide

Suggestion Box

Create a virtual "open door" for employees to confidentially share ideas and concerns. Getting started with Suggestion Box

Watch the video to find out more!