This quarter, we’re enhancing the Agents domain/agent experience to make it even more actionable and valuable for our customers. Read on for the latest updates!

Previously, when an agent manager wanted to coach an agent, all of the coaching took place on a standalone page. Now, the agent manager has all of the relevant context of the conversation available to them while they coach. This allows coaches to provide more concrete, specific feedback by leveraging information from the actual conversation. Ultimately, this will lead to better coaching and better performance from agents in handling customer conversations!

We have new and improved Safety Event filtering that works in a more comprehensive and intuitive way!

How it works:

Note: If a user had Safety Event filters as part of any saved filters, these have been automatically updated, so no work is needed from users to continue using these saved filters seamlessly.

Users can now add hyperlinks in custom text on Signals dashboards. This empowers our customers and internal team members to link to specific conversations, internal process documentation, rubrics — you name it!

This quarter, we’re enhancing the Agents domain/agent experience to make it even more actionable and valuable for our customers. Read on for the latest updates!

We’ve overhauled the look and feel of the individual agent pages to bring “action items” front and center, for both agent managers and for agents. This points team members directly to the work to be done, saving them time and effort, and making it easier than ever to give and receive coaching feedback. This update includes:

When it comes to agent performance, our customers need to quickly determine where the “action items” reside: Does the agent manager still need to coach? Or is coaching feedback submitted, but not yet acknowledged by the agent?

The new “Coaching Acknowledged” insight card and data grid column answer exactly these questions.

Users can now filter conversations based on module scores in Conversation Explorer and Signals! This allows users to find calls with low (or high!) quality or compliance scores. For example, users could now search for calls where the quality score is greater than or equal to 75%, or calls where the compliance score is less than 50%.

How it works:

Tip: Make sure you add the Module Scores filter to your side bar if you’d like to use this feature!

Previously, users that were “view only” on shared dashboards could not use the percent/count toggle or “compare to previous period.” Now, on reports with those capabilities, view only users can access them on shared dashboards.

This quarter, we’re enhancing the Agents domain/agent experience to make it even more actionable and valuable for our customers.

We’ve added an “Agent Managers” tab on the data grid in the Agents domain. Now, customers can view aggregate info for each agent manager to see module averages by manager, coached evals by manager, etc. This is a valuable view for directors or operations leaders who want to see how each team is performing.

We’ve added the “Include AI Scored Evaluations” toggle to the Agents page, defaulted to deselected, so that users are viewing data for human evaluations only by default. As a bonus, we also moved the data range selector to the top of the page, since it impacts all the data on the page, not just the data grid.

We’ve updated the design on the insights cards on the agents page to align with the styling users see in Signals, with new icons! We also changed the “percent coached” card to “total coached”.

Previously, patient journey stages reports were shown in alphabetical order. We heard your feedback on the desire to view this data like a “funnel” rather than in alphabetical order, to see how patients were progressing through the journey. We updated both the “Patient Journey Stages” and “Patient Journey Stage and Eddy Effect” reports to display data in the following order, from left to right: