Streamlined filter enhancements

Filter QA reviews with custom interaction fields

You can now use custom interaction fields to filter QA Reviews and Audits across all tabs of the QA Dashboard. This update brings the familiar filters from the Interactions page directly to your QA workflows. For organizations using the Medallia Experience Cloud integration, this provides a powerful way to leverage customer survey data in your contact center coaching and QA efforts.

To learn more, see QA dashboard.

Customize the display of interaction fields

We have added new ways to manage interaction fields on the Integrations page. You can now reorder interaction fields in the table, which automatically updates the order of their associated dashboard filters. Additionally, you can select the new Stream Footer checkbox to display specific interaction fields directly in the footer of cards on the Stream.

Find reviews faster with standard brand and language filters

Brand and language are now standard filterable fields for QA Reviews, QA Dashboard tabs, and Assignments. Because these no longer require custom metadata, it is easier to locate specific interactions to review. Furthermore, when using these filters on reporting dashboards, users will only see the brands and languages that appear in their own interactions. If a team member has never worked a specific brand or language, it will not appear in their filter options.

Interactive filters for teams and groups

We are preparing to roll out a unified, interactive Teams and Groups filter across most QA Dashboard tabs and the 1:1s page. This update introduces selectable pills to easily track your chosen groups, teams, and team members at the top of the menu. You will also be able to search for specific entries without losing your currently checked selections, combine filters using "AND" logic, and choose whether to display inactive team members.

Custom timeframe for Coaching Intelligence Suggested Topics

Use the most relevant data to generate coaching topics

Previously, Agent Connect automatically determined the timeframe for suggested topics based on the time between a coachee's previous and current session. Now, you can take control of this data by selecting a custom timeframe directly within the Help Me Coach menu. This update allows you to look back up to 30 days to review relevant signals and generate the most impactful topics for your one-on-one sessions.

New exports for QA Audit data

Export basic data from the QA Audits dashboard

You can now export fundamental data directly from the QA Audits dashboard to streamline your reporting. This export provides a high-level overview matching the dashboard interface, including audit scores, audit types, completion times, associated scorecards, and underlying interaction metadata.

If you need a comprehensive, question-by-question breakdown, we recommend using the Audits endpoint of the Data Return API.

Flexible team leader adjustments

Reorganize managerial assignments with the Can Manage Teams setting

Transitioning a user from a team leader role back to a standard team member role is now a seamless process. When you switch the Can Manage Teams setting on a user's profile from "Yes" to "No", the user will be considered a team member and will see the Agent Connect UI as expected for team members.

This flexibility makes it easier to manage your workforce through seasonal volume changes or broader team reorganizations.

Coming soon!

Standardized marketing features for all survey respondents

To ensure full compliance with FTC guidelines and mitigate the risk of review gating, we are updating our post-survey marketing features. Soon, social media sharing options will be presented to all respondents, regardless of their initial star rating.

We encourage you to review and adjust your marketing settings now so you are fully prepared to support both positive feedback and proactive service recovery.