Changelog

💰 Revenue Optimization

AMC now includes a dedicated Revenue Optimization area for managers and admins. This new section helps teams identify AI-detected referral opportunities and underpriced policy detections across their calls.

Managers can review summary metrics, agent-level charts, referral insights, underpriced policy trends, searchable call lists, expandable details, and direct transcript access — all from one focused workspace.

🤖 Smarter AI Assistant Experience

The AI Assistant has been improved with a more focused and interactive experience. Conversations can now be scoped to a selected team, making answers more relevant to the manager’s accessible call data.

The assistant also now supports clearer thinking states, follow-up suggestions, improved session handling, and more reliable conversation history.

✉️ Branded Notification Emails with AI Highlights

Notification emails now use updated AMC-branded templates with clearer formatting, dashboard links, notification preference links, and unsubscribe options.

Emails can now include concise AI-generated highlights, making notifications easier to scan and more actionable across tasks, performance updates, compliance items, call reviews, and agent attention alerts.

📞 Call Outcome Visibility & Advanced Filtering

Agent call results now include a new call outcome column showing whether a call progressed or did not progress.

Leadership users can also use a new advanced progression filter to view Progressed, Not Progressed, or All calls. Filter selections are preserved in the URL, making navigation and refresh behavior more consistent.

🎧 Clickable Reference Calls in Improvement Tasks

Improvement task references are now more reliable and more useful. AMC now references real call IDs instead of hypothetical or invented examples.

Reference call quotes can also be clicked to open the related transcript when available, making it easier for managers and agents to review the exact call context behind a coaching recommendation.

✍️ Shorter, Clearer Improvement Tasks

Generated improvement tasks are now shorter, more consistent, and easier to act on.

Task titles, narratives, coaching details, action items, and practice drills have been refined to reduce verbosity while keeping the coaching value clear.

⚙️ Shareable Settings State

Settings and filters can now persist in the URL, helping users keep their selected view when refreshing, navigating, or sharing links.

This improves continuity across pages and makes repeated workflows more predictable.

📤 Manual Upload Improvements

Manual audio upload has been improved for transcription workflows. Upload tracking is more reliable, completed files are displayed more clearly, and transcription queue handling has been strengthened.

These updates make manual call upload and processing more stable end-to-end.

🛡️ Security & Platform Hardening

This release includes a broad set of security and platform hardening improvements across authentication, authorization, session handling, role validation, upload validation, tenant isolation, and access control.

🔧 Fixes & Improvements

General fixes and refinements across notifications, Clarity processing, homepage performance, Command Center behavior, section naming, AI session handling, manual uploads, and platform reliability.

🧠 Smarter Command Center Heatmap

The Agent Performance Heatmap is now easier to understand at a glance. Impact Type column headers now include helpful tooltip descriptions, giving managers quick context on what each coaching technique means and why it matters.

Heatmap cells now show clear performance labels such as Critical, Average, Good, or Excellent instead of raw percentages, making it faster to identify coaching opportunities without decoding the numbers manually.

✉️ Branded Activation & Verification Emails

Account activation and verification emails have been redesigned with AMC branding, improved layout, clearer messaging, and mobile-friendly templates. New users now receive a more polished onboarding experience with branded activation links and clearer verification code instructions.

✅ Compliance Call Actions

Managers can now take action directly from the Compliance page. Flagged calls can be shared, marked as resolved, or rejected as false positives, helping teams track review progress and keep compliance workflows organized.

🔔 Alert Notification Service

AMC now includes a dedicated alert notification service for delivering important coaching and compliance alerts. The service supports email notifications, alert templates, delivery tracking, and failed delivery handling.

🤝 Referral Coaching Notifications

AMC can now detect whether agents asked for referrals during calls and use that insight to support coaching workflows. Team leaders can be notified when agents ask — or fail to ask — for referrals, while agents can receive coaching reminders when a referral opportunity was missed.

💰 Underpriced Policy Detection

New analytics foundations have been added to help identify underpriced policies and lowball pricing patterns at the agent level. This gives teams more visibility into pricing behavior and creates new opportunities for targeted coaching and revenue optimization.

🔗 CallGrid & Clarity Integration Improvements

This release includes improvements to CallGrid and Clarity webhook handling, including expanded call data support, full-cycle webhook processing, and user creation fixes. These updates make external call ingestion and integration flows more reliable.

🛠️ Fixes & Improvements

General stability, database, integration, notification, and UI improvements across Command Center, Compliance, webhooks, email templates, and analytics workflows.

🔌 CallGrid Webhook Integration
Teams using CallGrid can now automatically send call recordings into AMC for AI analysis. This new integration makes call ingestion faster, more reliable, and easier to configure directly from the Integrations page.

🔔 Expanded Notifications
We’ve added more notification types to help teams stay on top of important coaching and performance moments, including task assignments, top performers, best and worst calls, compliance alerts, and agents who may need attention.

🎓 Training History on User Profiles
Managers and agents can now view completed training sessions directly from the user profile. The new Training tab includes session history, scores, grades, duration, difficulty, earned badges, and detailed session reports.

✅ Team Improvement Tasks Updates
Team coaching workflows are now easier to review and manage with redesigned task cards, clearer summary stats, improved progress indicators, and better team drill-down behavior for managers.

📅 New Get a Demo Flow
The login page now directs new visitors to a dedicated Get a Demo experience. Visitors can submit a demo request and schedule a meeting through an embedded Calendly flow, helping prevent incomplete or orphaned account creation.

🛠️ Fixes & Improvements
General stability, performance, and UI improvements across integrations, notifications, training reports, and team coaching workflows.

🤖 Agent Training

A new space for agent training where teams can explore objection scenarios, review real examples, and practice better responses, helping agents improve faster and more consistently.

📄 Script Management

Team Leaders can now create and manage call scripts in one place, making it easier to guide agents with consistent messaging and improve call quality across teams.

🔍 Keyword Search Improvements

Easily find important moments in calls with improved search and filtering, making reviews faster and more efficient.

🛠️ Fixes & Improvements

General stability and performance improvements for a more reliable experience.

🎧 Redesigned Agent Calls Experience

A cleaner, more intuitive interface for reviewing calls, making it easier to navigate, analyze, and take action.

⚡ Improved Call Prioritization

Focus on what matters most with improved prioritization:

• “Calls Needing Attention” now uses refined conditions to better surface important calls

• Best/Worst call review improved with automatic loading of new calls as you go

📊 Team vs. Team Comparison

Compare performance across teams to identify gaps and share best practices.

🔍 Keyword Search in Call Transcripts

Quickly find the exact moments that matter.
Search across call transcripts to speed up review and uncover key insights faster.

🚨 Extreme Negative Calls

Identify critical calls that require immediate coaching attention, helping teams focus on the most impactful performance gaps.

🎯 Training Recommendations

Team Leaders now receive structured training recommendations to guide agent development and improve performance outcomes.

📊 Agent Performance Insights

Improved visibility into agent performance with clearer, more actionable insights.
Track skill progress over time, compare performance against team averages, and better understand trends to support coaching decisions.

📊 Agent Rankings Report

Compare agent performance across teams with a clear ranking view to support better performance tracking and coaching prioritization.

📈 Weekly Targets

More flexible target management with support for both organization-level and team-level configuration. Targets can now automatically increase over time to support continuous performance improvement.

✅ Coaching Workflow Improvements

Track coaching activity with the ability to mark calls as “Listened” and filter reviewed calls, improving visibility into review coverage.

👥 Team Management Update

Improved team management with the ability to update Team Leaders across entire teams in a single action.

👥 Team Management

A new management experience designed for Team Leaders and Admins.
Set weekly appointment targets, create sub-teams, and send single or bulk invites with clearer oversight and control.

🧭 Command Center

A dedicated Command Center for Team Leaders and Admins.
Explore detailed performance metrics and insights to support deeper analysis and more confident performance decisions.

🔔 Discord Webhook Update

Improved branding and clearer identification for Discord webhook notifications, helping teams stay organized.

📊 Weekly Call Cards on Manager Homepage

Call cards on the manager homepage now show key metrics for selected calls from the previous week, making it easier to spot issues and take action quickly.

📬 Weekly Call Review Emails

Managers now receive automated weekly call review emails to stay on top of performance and coaching opportunities.

🚀 Smoother Sign-Up Experience

Improved onboarding flow makes it faster and easier for new users to get started.

⚡ Performance & Reliability Improvements

Behind-the-scenes updates improve overall system stability and performance.

🔮 What’s Next

More manager-focused insights and coaching tools are coming soon.