This Week’s Highlight

Agent scores are now cleaner and more trustworthy with the new voicemail filter. Managers can view all calls, show only voicemails, or exclude voicemails entirely from the evaluation dashboard and agent profiles.

Voicemail detection happens automatically, and the filter works with calls that have already been scored—not just new ones. That makes it easier to evaluate agent performance based on the conversations that matter most.

Also This Week

Find the right recording faster with redesigned search

Title and keyword search are now combined in one place with a simple toggle, making it easier to find the conversation you’re looking for.

Search results now show how many times your phrase appears along with a short excerpt around the first match, so you can judge relevance before opening a recording. Recent searches are also saved automatically in your browser.

Practice with more realistic roleplay personas

Roleplay coaching is now more challenging and more natural. In guided discovery trainings, personas no longer volunteer information the trainee is expected to uncover.

Instead, they reveal relevant details as the conversation calls for them, respond according to what they know, and adapt their reactions as the session unfolds. The result is a more realistic practice experience that rewards strong questioning and discovery skills.

Practice everyday conversations with personal training scenarios

Training is no longer limited to workplace conversations. A new Personal category supports practice for small talk, social situations, family conversations, and personal negotiations.

These scenarios are designed around peer-to-peer conversations rather than traditional buyer, customer, or workplace dynamics, with feedback tailored to the situation.

See consistent all-time scores on agent profiles

Agent profile scores are now clearly labeled and consistent. The score displayed on an agent’s profile is pinned to their all-time overall score, so it no longer changes silently when you adjust the date filter.

Fixed & Improved

  • Managers using preset templates can now see the full list of already-assigned reps, and adding new reps no longer affects existing assignments.
  • Trainings created from preset templates now appear as active trainings instead of appearing in the recommended review queue.
  • Skill results now include a written observation based on the actual call content.
  • Using special characters in assessment search no longer causes the results list to disappear.
  • Fixed an issue that could cause some calls to be missing from an agent’s dashboard.