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Release Notes > ACE Workforce Engagement Management

Release Notes

ACE Workforce Engagement Management

Stay up to date with the latest features, improvements, and bug fixes for ACE Workforce Engagement Management (ACE WEM).

Q3 2026

September 2026

Introduced the following features:

Score override history: See who changed an AI score, when, what the change was, and why.
Question-level scorecard comments: Add a comment to an individual scorecard question, visible in the call's Comments tab.
Change call type from call details: Reclassify a call and optionally re-run AI analysis for the new type.
Report viewer: View reports in ACE without downloading.
Product tracking in Insights: Add your product names in the admin settings, then filter Insights by product.
Configurable Insights notifications: Set your own conditions for when ACE notifies you.
New supported languages: Chinese (Simplified) and Finnish.
AI agent trackers and CSAT: Purpose-built trackers and CSAT analysis for AI-handled calls.
Targeted coaching plans: Generate a coaching plan for an agent on a specific topic.
Coaching activity feed: A unified feed of coaching activity.
Unified view for transferred calls: RingEX calls with transfers, queues, or holds appear as one interaction with one summary and playback timeline.
Audit trail export: Download a CSV of configuration changes across trackers, surveys, call types, users, roles, and settings.
ACE MCP server and connectors: Query ACE data from MCP-compatible AI tools with read-only, tenant-scoped access.

August 2026

Introduced the following features:

Redesigned admin settings: 4 top-level tabs instead of 8.
Saved views for Trackers and Coaching
New CSAT filters: Call queue, call type, and call disposition.
New Insights filter: Interaction type.