Release Notes

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

Q2 2025| Q1 2025 | Q4 2024  | Q3 2024 | Q2 2024 | Q1 2024 |  Q4 2023

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Q2 2025

12th June 2025

Filter Enhancements Update – Tweaks Based on Your Feedback

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

• When editing the date range filter via the edit icon, the slide out panel will now automatically open with the date range calendar visible, making adjustments faster and easier.
• We’ve also added a section header for the date range to improve clarity and visual consistency within the panel.

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

5th June 2025

UI Enhancements: Filters

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

Data Retention & Storage Rules

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

UI Enhancements: Font update

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

Filter your feedback reports to include or exclude inactive agents

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.
 

Q1 2025

28th March 2025

Explore conversations with the discovery tab

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:

• Summarized Data: Group data by categories such as topics, themes, reasons for contact or meta data. Easily see how many conversations match each category over a selected time frame.
• Key Insights: Charts to visualise data on reasons for contact, topics, NPS and metadata. A reporting table including metrics like customer sentiment, agent sentiment, repeat conversation percentages, xNPS scores, conversation resolutions, and more.
• Customizable Reporting: Use the settings dropdown to adjust table columns and focus on the most relevant data. Filter conversations by specific time frames and other imported contact filters.
• Drill Down for Details: Click into insights for a deeper analysis, and view conversations that match your selected criteria.
• Filter and Save: Build and save filters for future use

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

12th March 2025

Enhancement to alert functionality

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:

• New Alert Category: A new option has been added to allow alerts based on conversations that match specific filters.
• Additional Recipient Option: Alerts can now be sent to managers or team leads, based on reporting access, when a conversation matches the set filter.
• Notifications: You can receive notifications via both in-app messages and email. Email notifications will include a summary of the conversation, such as contact details, xNPS score, and a conversation summary, with a link to view all relevant conversations or individual conversations directly from the email. 

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

Enhancement to CX Cases to evaluate

We’re excited to announce an update to the CX Cases feature, designed to give you a deeper understanding of your customers’ experiences.
 

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.
 

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.


 

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. 

Q4 2024

10th December 2024

Screen recording playback

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.
 

Load the video alongside audio, transcripts and your scorecards for a full picture of the interaction as part of your QA workflow.
 

For more information you can check out our detailed guide or watch our demo video below.

31st October 2024

Feature enhancements

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

Enhancements to the evaluation screens

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.

For more information you can watch our demo video;
 

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2nd October 2024

Introducing 1-2-1 plans and agent profiles

1-2-1 Plan

Agent Profiles

• 1-2-1 Plans: A set up guide ​
• 1-2-1 Plans: A user guide ​
• Agent Profiles: A user guide
   

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Q3 2024

12th September 2024

Manage the visibility of scorecard results

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;

• The scorecard will not appear in any scorecard filters across the platform
• Evaluations against that scorecard will not be seen to those users
• And results from these scorecards will be excluded from reports and dashboard widgets

 

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

 

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Introducing: Manual Conversation Import

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?

• The ability to import conversations from the Imported Contacts page.
• The ability to import conversations from the Integration Utilities page.

Introducing the Conversation Analytics Exporter (Beta)

Introducing Multiple Evaluations

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:

1. Summary bar

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.

2. Evaluation modal

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.

 

3. Awarding badges

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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Introducing Multi-Language Support

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.

RingCentral Integration

Introducing xNPS Beta

User Interface Enhancements

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:

• The use of profile pictures or avatars wherever a user is mentioned
• The ability to 'create' new actions, feedback, contacts etc from anywhere in the platform
• A simplification and refresh of the main platform banner to ensure the most useful features are easily accessible

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:

• Feedback – create new general feedback for another user
• Contact – create a new contact to evaluate
• 1-to-1 – create a new 1-to-1 meeting with a member of your team
• Action – create a new action to assign to another user
• Meeting Request – Create a request for a meeting
• Announcement – create a new announcement to be shared across your teams
• Single Calibration Session – create a single one off calibration session
• Recurring Calibration Session – create a regular recurring calibration session
• User – create a new single user or bulk upload of users

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.

 

Enhanced Query Settings

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:

• Everyone can raise and see queries
• Only non-agents (team leaders etc) can raise and see queries
• Or, no one can raise or see queries

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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Assembled Integration 

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:

• Effortless 1-2-1 Planning
  • Easily schedule 1-2-1 sessions with agents at mutually convenient times, viewing all Assembled schedules within evaluagent and vice versa.
• Streamlined QA Score Tracking
  • Securely export new and historical QA scores from evaluagent into Assembled, enabling comprehensive tracking of agents' adherence and performance over time.

 

Key Benefits:

• Informed Staffing Decisions
  • Make better decisions about staffing and scheduling by leveraging synchronized data.
• Enhanced Employee Engagement
  • Boost engagement with easily scheduled 1-2-1 sessions, fostering stronger connections and support for your team.
• Operational Efficiency
  • Automate processes, saving time and allowing for a focus on improving the overall customer experience.

Visit our guide to get started!

 

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Q1 2024

Team Leaders Acknowledging Feedback

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:

• Upon acknowledging feedback, the profile picture of the respective Team Leader will be visibly stamped against the specific feedback entry. This provides a clear visual indicator that the feedback has been seen and actioned.

• Multiple users can acknowledge the same piece of feedback, allowing for comprehensive tracking and accountability.
• For those who want to delve deeper into feedback management metrics, we've integrated the acknowledgement status into our downloadable CSV reports. Now, you can effortlessly track how many feedback items have been acknowledged by your leadership team, empowering you with actionable insights to drive continuous improvement.

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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Bulk Activation of Pending Users

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:

• Assigned a role or roles
• Assigned a team or reporting level
• Be given permissions to login to the EvaluAgent platform

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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Q4 2023

 

Automatic Scorecard Selection via WorkQs

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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User Sync (beta) for Zendesk

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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SmartGroups for Custom Reporting Groups

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:

• agents whose average quality score over the last 30 days is below a certain point
• agents who have not had an evaluation in the last 7 days
• agents who have received less than 5 evaluations this month
• agents who have received more than 5 badges this year so far

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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SmartView Master Filter Views

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:

• Reporting Period (date ranges)
• Reporting Level (teams, departments etc)

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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Community

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!