July 30, 2026
Announcing: Proactive Insights
No more digging for what changed in your data — Proactive Insights automatically surfaces the most important shifts in your conversations each week, right on your Homepage dashboard.
How it works:
Every Monday, a What's Changed section appears on your Home dashboard with up to 8 insight cards highlighting the most meaningful changes in your data — emerging risks, improving trends, and shifts in customer experience, resolution, and patient journey
Each card shows a single clear takeaway, e.g., "Repeat calls about Prior Authorization increased 28% in Brand A (42 conversations)"
Insights compare the most recent full week (Mon–Sun) to the prior week, and only surface when the change is statistically meaningful and backed by enough conversation volume
No setup required — it runs automatically and is available on the hierarchies and data you already have access to
You can configure which hierarchies show up in your What's Changed section to focus on what's most relevant to your role
Take action directly from a card:
View in Conversations — jump straight to the relevant calls in Conversation Explorer, filters and date range pre-applied
Ask KBo — get an instant root-cause analysis with a pre-written prompt tailored to that insight
Subscribe — get an ongoing email (and optional KBo analysis) whenever new conversations match that insight
Proactive Insights is available today to all users with Signals access. For clients with Evaluation Reporting homepages, click “Discover Signals” to view Proactive Insights.
Add dashboard descriptions to custom Signals dashboards
Dashboard owners and editors can now add dashboard descriptions to custom dashboards in Signals via the "Edit Dashboard" menu. Use it to describe the dashboard's purpose — it appears directly below the dashboard name at the top of the page.
July 23, 2026
20 Reports Now Allowed on Custom Dashboards
You can now add up to 20 reports to a single custom dashboard, which is double the previous limit of 10. Dashboards also load more efficiently as you scroll, so performance stays smooth even with more reports on the page.
Note: Insights cards, montages, and custom text don't count toward the 20-report limit.
Save Coaching Notes as a Draft, As Many Times as You Need
Previously, you could only save agent coaching notes as a draft once. After that, you had to finish and submit in one sitting. Now you can save your progress as a draft as many times as you'd like before final submission, so you can step away and pick back up later without losing your work.
July 16, 2026
Highlight to Redact
We're giving users direct control to fix missed redactions the moment they spot them. If you have this permission enabled, when you highlight text in a conversation transcript, you can now select Redact (in addition to clip or copy) and choose the type of information to redact.
How it works:
Available in Conversation Details only.
After selecting a redaction type, you'll see a confirmation modal showing exactly what will be redacted before it's saved. This action is permanent — redacted content cannot be recovered.
If the conversation has audio, the corresponding audio segment is automatically muted along with the transcript redaction.
This feature is only available to clients with redaction enabled, and is controlled by a specific permission so admins can decide what users have access.