🚨 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.