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Release Notes

AI Quality Management | Q4 2025

Stay up to date with the latest features, improvements, and bug fixes for AI Quality Management.

Q4 2025

December 2025

Introduced the following feature:

  • Tracker targeting: Admins can apply trackers to only specific call types, teams, or other filters.

November 2025

Introduced the following features:

  • Bulk edit users: Admins can edit up to 100 users at once to update roles and managers. User lists can be exported, and bulk requests show success and failure status.
  • Immediate notifications for saved views: Users can receive notifications as soon as saved view data changes. Alerts can be configured for specific metrics, thresholds, or events.
  • Group coaching: Managers can view patterns in performance and behavior and get customizable coaching plans for teams and agents.
  • Customizable Power skills benchmarks: Admins can define benchmark ranges for Power skills and compare agent performance against peers and global averages. Scoring aligns with organization-defined standards.
  • Tracker distribution reports: You can now set up tracker distribution reports to show which agents handle interactions with specific trackers and how often.
  • Freshdesk integration: Connect your Freshdesk account to ACE to share interaction data and insights across platforms.

October 2025

Introduced the following features:

Scorecard Insights and Reports

AI Quality Management (AIQM) now provides enhanced visibility into scorecard activity and agent performance.

  • Aggregate insights: View overall scorecard trends and performance outcomes.
  • Pattern analysis: Identify pass/fail behaviors and scoring consistency.
  • Exportable reports: Download reports for audit, trend analysis, and coaching use.

CSAT Prediction

AIQM can now predict customer satisfaction (CSAT) based on transcript analysis.

  • Trend visibility: Monitor 90-day CSAT movement and patterns.
  • Targeted QA: Jump directly to calls with predicted low satisfaction.
  • Topic explorer: Review top emerging topics with drill-down detail.
  • Report export: Export CSAT insights for additional analysis.

Insights Dashboard Enhancements

Insights provides immediate visibility into voice and digital interactions—no manual review required.

  • Investigate: Explore charts conversationally and ask follow-up questions for deeper analysis.
  • Explain: Generate concise summaries that highlight trends and key patterns.
  • Dashboard export: Export dashboards to PDF and download individual charts with applied filters.
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