New dynamic group membership

Changes to user group membership can now be configured to occur dynamically based on a combination of factors, including start date, location, and critical performance metrics.

Filter criteria falls into two categories, which affect the timing of changes to group membership:

• Attributes of user profiles (start date, location, team, group, role) will affect group membership in nearly real-time.

• Performance metrics (average star rating, average QA score) will affect group membership once per day.

Additional enhancements

This update includes several additional improvements:

• Optionally hide the group name, membership, and data from members of the group.

• Select a color, emoji, or image to represent a group.

To learn more, see Groups.

Enhancements to Feedback exports

The Export Responses page has been enhanced and renamed to Feedback Exports. With this release, exports are more customizable and include new features to give you more control over what is included.

Export only what matters to you

We have introduced new options to customize the exported data to view only what is most important to you. Export fields are separated into sections for easy browsing, and you can filter fields to find what you're looking for quickly.

Within each section, you can select or deselect individual fields to include in an export.

Additional enhancements

The revamped Feedback Exports page includes more than just field filtering! The following new enhancements will help you to refine your exports even further:

• Filter exports by survey and response type, and optionally include feedback that was removed from the Stream.

  

• Set up a recurring schedule of exports to receive via email.

  

• Save exports for later and save export settings per user.

  

To learn more, see (Beta) Advanced exports.

New Leaderboard metric

The Leaderboard can now be ranked by average QA score, introducing even more friendly competition to your contact center wallboards. Inspire your team members and highlight top performers to increase your team's QA score average!

To learn how to order your Leaderboard by QA score, see Metric Configuration.

QA Assignment distribution

Rather than showing the average number of QA Reviews assigned to each reviewer, the Assignment details page will now show the exact number of reviews that will be assigned to each individual. This update will help you to plan and structure QA Assignments more fairly by showing you exactly how reviews will be distributed.

In a QA Assignment, QA Reviews can be distributed unevenly among reviewers, based on each reviewer's data scope and team membership. This visual change now clearly represents the number of Reviews assigned to each reviewer.

In the case of distributing a number of reviews that cannot be equally divided among reviewers, Agent Connect will now consider who was assigned an extra review in the last assignment period and will select a different reviewer for the extra review next time.

New role permission for product release communications

We have added a new role permission to determine exactly who will receive emails related to new releases of Agent Connect. The Receive Product Release Communications permission is located in the Company Settings & Admin Tools section of the Roles tab on the Manage Team page.

This permission is only enabled for the Admin [Default] role by default, but you can enable it for any role, as needed.

New data return API endpoints

Two new endpoints have been added to the data return API:

• QA Audits — Retrieve information about standard Audits and the new Calibration Audits.

• QA Calibrations — Retrieve information about group Calibration sessions.

Enhancements to Action Items

Action Items in 1:1 sessions now include due dates, designated owners, and activity history. These updates increase accountability and visibility into the impact of your coaching goals.

Coming soon!

We are excited to announce two upcoming features that will enhance the Agent Connect experience for front-line team members and API users.

Achievements for agents and QA reviewers

Achievements are exciting, persistent reminders of individual accomplishments earned by reaching significant milestones and setting new personal records.

Achievements will introduce gamification into the daily experience of team members and QA reviewers, providing them with milestones to celebrate as they receive more customer feedback and gain more experience in their roles.

1:1 coaching API endpoint

Get ready to add a powerful new dimension to your Business Intelligence reporting. We are adding a new API endpoint that lets you send 1:1 coaching data from Agent Connect directly to your existing tools.

With aggregated coaching data, you can answer critical questions by correlating coaching sessions with performance. For example, you'll be able to track how coaching impacts CSAT, monitor trends in QA policy adherence, and clearly show the value of your team's coaching efforts. It's a seamless way to layer coaching insights into your broader reporting, so you can see what your teams are doing and how coaching shapes outcomes.