August 28, 2026
Drivers is now available for all customers with Topics/Themes
Drivers replaces Topics with a cleaner, more precise view of what's driving conversations: consolidated categories, standardized naming, and sharper connections between Themes and root causes, so the patterns you see are a signal, not noise. Drivers data is available starting from 7/1/26. For any reporting after that date, you can use Drivers rather than Topics.
With Drivers now available, you will see:
A new “Themes and Drivers” standard dashboard in Signals replaces the “Themes and Topics” dashboard.
On this dashboard, all reports are powered by Drivers rather than Topics. This includes two brand new reports:
Top 20 Themes, in which you can drill down to view underlying Drivers, and drill down again to view co-occurring Drivers.
Themes & Top Drivers, which shows the top Themes by volume, and the top Drivers within each of those Themes.
Two new filters in Signals and Conversation Explorer: Primary Driver, and Primary Theme (powered by Drivers rather than Topics).
All Drivers-powered reports are available to add to custom dashboards (in the “Add Cards” library), with “New” tags on them.
Proactive Insights will reference Drivers instead of Topics.
When Drivers are available (interactions post-7/1/26), Conversation Details will list Key Drivers instead of Key Topics.
You will still have access to Topics-powered filters and reports, for legacy reporting on data before 7/1/26. Here’s where you can find them:
Topics-powered filters (Primary Topic and Primary Theme from Topics) live in “Legacy Filters” at the very bottom of your filter list, with “Deprecated” tags and a helpful message on hover.
Topics-powered reports live in “Legacy Reports” in the Add Cards modal, with Deprecated tags and a helpful message on hover.
For full details on leveraging Drivers for current reporting, and Topics for legacy reporting, visit the related article in our Help Center.
Filter by Question Result
Users can now filter by a specific question result for any module. For example, users can find cases where the agent was marked for “Does Not Meet” expectations on specific questions to identify coaching opportunities.
How it works:
New "Question Result" filter, added to Standard Filters in Signals and Conversation Explorer.
Users select a module, a question within that module, and one or more results.
This filter works across both conversation and evaluation modules, and supports multiple-choice questions only.
Available modules listed in the dropdown respect all existing permissions.
August 9, 2026
View only users can see selections on charts
Previously, when view only users were on a dashboard, they could not see any chart-level dropdowns at all. This meant that on reports such as “Model Results Count”, they could not see which model was selected and being reported on. We’ve addressed this, so now view only users will see the drop down selection on the chart!
Coach multiple evals
When a manager wants to coach an agent, they can now select multiple evaluations to coach at once. This will save agent managers time and effort!
