These updates reflect our continued commitment to making Ender Turing faster, more intuitive, and more powerful for your speech analytics and QA needs.
If you have any questions or want to learn more about these features, don’t hesitate to reach out to our support team. We appreciate your feedback and look forward to delivering even more enhancements soon!
2025
May 2025
May 2025
Ender Turing Platform: What's New - May 2025 Update
We've been hard at work enhancing the Ender Turing Platform to provide you with even more powerful tools for customer insights, speech analytics, quality assurance, and voice bot quality management. This month's updates focus on delivering more flexible analytics, streamlined reporting, an improved user experience, and greater platform stability.
🚀 Major Enhancements in Analytics & Charts (Now "Charts")
Unlock deeper insights with significant upgrades to our data visualization tools, now consistently referred to as "Charts" throughout the platform.
Advanced Chart Customization:
Flexible Data Organization: Easily sort data within your charts to view information exactly how you need it.
Tailored Views: Customize your charts by selecting specific rows and columns to display or hide, focusing on the metrics that matter most.
Focused Analysis: Show or hide particular datasets within a chart to refine your analytical perspective.
Lightning speed Exploration with Experiment Mode: Test and preview chart configurations and bulk actions in "Experiment Mode". This allows for more effective data exploration in bulk, without impacting your saved views, and you can see changes instantly.
Introducing Powerful Formula-Based Charts:
Custom Metrics, Deeper Insights: Create highly personalized and impactful charts by defining your own formulas. Track unique key performance indicators tailored to your specific business needs.
Enhanced Usability: We've made several UI/UX refinements to ensure that creating and interpreting these advanced formula-based charts is intuitive and efficient.
Detailed Conversation Statistics at Your Fingertips:
Quick Performance Overview: Access key conversation metrics, such as total counts and average durations, directly from the conversation list. A new statistics dialog, integrated with your dashboard, provides an immediate understanding of operational efficiency.
📊 Reporting & Data Export Improvements
Accessing and sharing your data is now easier and more reliable.
Faster and richer XLSX Data Exports:
Accurate Excel Exports: We've sped up detailed Excel downloading (XLSX) by 300 times, ensuring the reliability of your offline data analysis and sharing.
Added Comments in Reports: Comments within detailed Excel reports are now more robustly handled and accurately displayed. To improve clarity, user-generated comments are now located in the "User Comments" column and system-generated comments in "Ender Turing's Comments".
Report Generation refactor:
We've refactored download links in EnderDrive email notifications and for general report downloads, ensuring you always have direct and working access to your important files.
✨ Enhanced User Experience & Interface
We're continually refining the platform for a smoother and more intuitive experience.
Smoother Navigation & Usability:
Interface Refinements: You'll notice various UI improvements across the platform, including enhancements to C-Level dashboards, Settings tabs, and the interactive Conversation page, making navigation more intuitive.
Consistent Language Display: The user interface now offers improved language handling, with a fallback to your organization's default language for a more consistent experience.
Improved File Handling:
Robust File Processing & International Character Support: We've implemented fixes to better handle files with unconventional naming, such as those with extra dots. Also, users can now reliably download files with Cyrillic characters in their names, enhancing support for our international clients.
💡 Smarter Quality Assurance & Platform Capabilities
Leverage enhanced AI and more streamlined workflows.
Streamlined Summaries triggered on Commenting event:
Automated Insights triggered by Comments: Now you can set up an Ender that is triggered when a new comment is added, and it will automatically generate a summary for that conversation.
⚙️ Platform Stability & Administration
Under-the-hood improvements for a more robust and manageable platform.
System Performance & Reliability:
Smoother Data Processing: resolved potential issues that could cause data synchronization and processing queues to freeze for a while, ensuring your platform operates smoothly without interruption.
Targeted Bug Fixes: Numerous bugs have been addressed, including improvements to the repetitive conversation filter, enhanced accuracy in scoring category assignments, fixes for template runtime errors, and specific report filter corrections, all of which contribute to a more stable platform.
Underlying Technology Updates: We've updated core components, such as API integrations, to facilitate future AI-driven advancements.
Administration and Support Tools:
Clearer C-Level Permissions: We've enhanced the visibility of permissions for C-Level users, simplifying administration and access control.
Accurate Conversation Permissions: Updates to conversation action permissions ensure users have the appropriate level of control over interaction data.
Improved Support System: The support ticket system has received fixes to enhance its reliability and usability, ensuring you get the help you need, when you need it. This includes better visibility for AI-assisted support configurations.
Accessible API Documentation: For our multi-tenant environments, API documentation is now more easily accessible, facilitating custom integrations.
We are committed to continuously improving the Ender Turing Platform to meet your evolving business needs. We encourage you to explore these new features and enhancements. As always, your feedback is invaluable to us.
April 2025
April 2025
What’s New in Ender Turing in April
A quick, business-focused roundup of everything that landed in April.
Executive Dashboards & Re-usable Templates
C-Level Dashboards (NEW)
Purpose-built boards for senior leaders: drag-and-drop grid, shields, tables, icons, read-only/archived states, duplicate & reorder in one click.
Embed any custom dashboard inside another board for “single pane” reporting.
Template Library (New) - fastest time to value
A cloud repository of dashboards, funnels, and analytics layouts you can roll out to any workspace in one click; first set of executive templates included.
New Templates are right for your industry and cases each week. Dashboards, Charts, GenAI Summaries, and many more without any effort to configure. Just go to Templates and choose what you need.
Navigation & User Interface Refresh
Streamlined top-level navigation: simplified structure and aligned headers; obsolete items removed to reduce clutter.
Flat tab style - lighter, modern look in both light and dark modes.
Cleaner labels & layouts – reordered navigation items and minor UI fixes across pages.
Automation & AI Governance
API-driven category updates now trigger automations – ensures downstream workflows fire the moment a conversation is re-tagged.
Central control of GenAI models
Stronger token hygiene
Auto-Scoring safeguard – prevents a manual edit from unintentionally overwriting an automated score.
Search, Filters & Support Fixes
New negative value support in DPD filter and improved matching search logic.
Resolved support tickets covering analytics click events, UI render glitches, and topic-action parsing.
Integrations & Marketplace
Daktela: richer logging and updated sort field for smoother ticket review.
Azure test script added to help customers validate connectivity.
Platform & DevOps
Migration scripts refactored to auto-order the latest batches—less manual effort on upgrades.
Infrastructure scripts and dependencies bumped for security and build-time speed.
Business Impact at a Glance
Benefit | How it helps you |
Instant executive insight | Out-of-the-box C-Level dashboards and templates slash reporting time. |
Governed AI usage | Centralised model selection and token hygiene reduce compliance risk. |
Smoother day-to-day work | Simpler navigation, flat tabs and UI polish keep users focused on customers, not the tool. |
Dependable integrations | Enhanced Zendesk, Daktela, and Azure integrations ensure uninterrupted workflows. |
Enjoy the upgrades, and let us know what further improvements would power your success!
March 2025
March 2025
What’s New in Ender Turing – in March
Below is a quick, business-focused digest of everything that landed this month. Use it to spot the wins for your teams in seconds.
Agent & Conversation Experience
Emoji Real-time feedback - Agents receive instant in-app alerts when a customer or supervisor leaves an emoji reaction in a conversation.
Cleaner chat transcripts
Correct agent names are shown when two agents join the same chat.
Accurate call duration and agent names in exported transcripts.
Better dashboards & lists
The new duration distribution widget and period totals are on the Agent Dashboard.
The conversations list can be sorted from the shortest call, showing a running sum of total durations.
Long numbers auto-shorten (e.g., “1 200 000 ms” → “1.2 M”) for faster scanning of conversations.
New DPD (Days Past Due) filter to zoom into specific cases.
Quality Assurance
Dispute approve fix – Approving a scorecard dispute now completes without errors, ensuring audits stay on schedule.
Analytics and Reporting
GenAI cost transparency – A dedicated “Costs” shield on dashboards brings token spend and trend lines front and centre.
Detailed XLS export stability – Fixed rare download errors after the February Python upgrade, plus XLS exports remain lightning fast.
Realtime threshold lowered – Reports label sessions as “realtime” sooner, giving you fresher operational views.
Roles & Permissions
Fine-tuned access – Analytics and Funnels now each have their own role scopes; dashboard shields respect the same rules.
Edge cases fixed – One-click patch eliminates a permissions typo that could stop access for certain custom roles.
Platform, Security & Performance
Platform Migration – Faster runtimes, lower memory footprint, and long-term security support across all services.
Dependency bumps – Latest releases of packages keep the stack secure and compliant.
On-prem resilience – Extra startup buffer prevents timeouts when fresh deployments run large migrations.
Robust data pipelines
Stop double-processing of conversations and log more details for rule-based categorisation.
Historical “Enders” data migration corrected for full audit trails.
Integrations & Marketplace
Ticket providers e-mail attachments – Ender Turing now automatically pulls, stores and lets you download any files sent with Daktela, Zendesk tickets or e-mails, so agents see the full context without leaving the platform.
Key Business Takeaways
Benefit | How it helps you |
Broader context for agents | Attachments from ticket providers arrive automatically, minimising back-and-forth. |
Cost visibility | Built-in GenAI spend dashboards help you curb overruns before month-end. |
Smoother roll-outs | Platform migration tweaks reduce downtime for both SaaS and on-prem customers. |
Sharper analytics | New filters, totals, and real-time labels mean faster decisions and cleaner reports. |
Governance confidence | Fine-grained roles + dispute flow fix + audit-safe migrations keep compliance teams happy. |
Enjoy the upgrades, and let us know how they help your daily workflow!
February 2025
February 2025
Enhanced Analytics Experience
All-New Analytics UI (Refined) - The updated Analytics interface is now polished with improved visuals and additional filter options. It also better respects existing search filters when generating XLS exports.
Improved Discovery Search - Faster, more accurate search results ensure you can quickly find essential calls and transcripts within Discovery.
Splitting JSON Summaries in XLS - XLS exports can now automatically separate JSON-based summary information into multiple columns, making your data easier to read and analyze in Excel.
Advanced Cost Tracking for LLM - Gain visibility into your LLM usage and expenses through newly introduced cost-tracking charts, ensuring budget oversight and more transparent billing.
Fix race conditions in llm-related tasks - more robust Summarization, Auto-QA, Topic Categorization under high load
Quality Assurance & Scorecards
Agent Dashboard Update - Auto-scorecards now follow manual scorecards in the Agent Dashboard workflow, helping supervisors quickly compare automated scoring with their own reviews.
Re-Scoring ‘Off’ Option - If you prefer to maintain initial scores without reevaluation, you can now disable re-scoring to preserve original QA results.
Fixes for Automation Tasks - Addresses edge cases where automation tasks and events might be lost or displayed incorrectly, ensuring more stable QA processes.
Integration & Data Management
New “Sirius” Integration - A brand-new integration for Sirius-based telephony systems expands the integration options for seamless call data ingestion.
Daktela Tickets - For Daktela users, tickets can now be created and managed directly within Ender Turing, streamlining your support and QA processes.
Additional Metadata Fetching - Each call can now capture extra metadata fields, giving you deeper context and richer insights into each interaction.
Cleaner Migration & Event Handling - Legacy events are automatically removed or handled to avoid conflicts when migrating to new servers, reducing clutter and ensuring consistency.
UI & Security Tweaks
Minor UI & Locales Improvements - Small refinements throughout the platform offer a smoother user experience and more accurate localization for global teams.
Permissions & Role Refactoring - Updated user roles and permission controls ensure that managers, agents, and admins see only what they need, reducing clutter and confusion.
Logout Flow & Security - A quick fix to the logout flow ensures your sessions end fully on all devices for improved security.
January 2025
January 2025
Analytics & Dashboards
All New Analytics Charts UI – Updated visual design for charts and insights to provide a more intuitive view of call and speech data.
Agent Dashboard Simplification – The Agent Dashboard has been streamlined, making it easier for agents and team leads to review and act on important metrics. Additional minor improvements and fixes followed in subsequent releases.
Separate Summaries into different columns while downloading XLS – When exporting data, summaries now appear in their own columns, providing clearer insights and making it easier to analyze and share data.
Rename “Categories” to “Topics” – Throughout the UI, you’ll see “Topics” instead of “Categories,” aligning with broader product terminology updates.
Quality Assurance & Scoring Accuracy
“Do Not Use Pre-scores” Option – A new setting lets you ignore pre-scores when calculating overall scores, giving you more granular control over your QA process.
Dispute Flow Enhancements – Improvements to how disputes are managed and tracked, ensuring a smoother QA review process.
AutoQA Enhancements – Adjusted Response Schema to work seamlessly with AI integrations, improving the reliability of automated QA analysis.
Customer Management & Integrations
Support of
customer_id– Better tracking and filtering by customer ID.Improved Integrations & PR Deploy – Various fixes to streamline integration setup, including PR deployments and reindexing tasks.
Security & Reliability
Hide Sensitive Endpoints in Swagger – Sensitive endpoints are now hidden, enhancing overall platform security.
Cloud backup service Backups – Added a convenient script to support secure backups to Cloud backup service.
Minor Refactoring & Code Quality – Across multiple releases, we resolved bugs and reduced vulnerabilities, making the system more robust and performant.
2024
December 2024
December 2024
Analytics, Funnel & Data Visualization
Funnel Fixes - Resolved issues with duplicate funnel entries and missing delete options. Agent-specific funnels now feature improved selector functionality for easier data segmentation.
Enhanced Reports & Chart Endpoints - Minor improvements to chart-data endpoints, providing clearer insights and more reliable performance.
Reporting & Exports
Detailed XLS Exports - Fixed missing data fields (e.g., queue names, CRM statuses) so your exports contain all the critical information needed for thorough analysis.
Negative Category Filters - Addressed filtering issues so that negative or “excluded” categories display correctly.
Quizzes & User Interface
Quiz Improvements - Resolved issues with the “Back” and “Next” buttons, streamlining user navigation through quizzes.
Minor UI & Theming Fixes - Adjusted holiday themes and small UI elements to keep interfaces clean and professional.
Speech Analytics & ASR
ASR Routing - Introduced support for routing calls to different speech recognition engines, enhancing accuracy and cost management.
Limit on LLM Auto-QA Points - Set maximum points per prompt to prevent excessive scoring and maintain quality in automated QA processes.
Security & Authentication
Improved Login/Logout - implemented best-practice security improvements.
Improved Auth Token Handling - implemented best-practice security improvements.
Integrations & Other Fixes
ViCiDial Customer ID Update - Adjusted how customer_id is handled to align with changes in ViCiDial, ensuring continued integration stability.
New Delta-M Filename Support - Introduced support for the new Delta-m.
Smaller Enhancements - Various bug fixes (e.g., label conflict errors, funnel per-agent selector) and performance tweaks to improve overall user experience.
Fix XLS Downloads - Resolved issues that could cause XLS exports to fail or omit data, ensuring a consistent and reliable export process.
November 2024
November 2024
User & Role Management
Roles Management - You can now remove roles entirely if they’re no longer needed, simplifying role administration.
Stricter Email Checks - Fixed a bug allowing multiple agents to share the same email address, preventing future duplicates.
(Re)Assign TODO Items - Supervisors can reassign tasks or reviews, enabling efficient redistribution of work when teams shift.
Agent Deactivation - Deactivating an agent now automatically deactivates their user account, streamlining off-boarding and enhancing security.
Permissions & Bulk Actions - Improved permission checks ensure bulk actions are hidden when agents lack necessary rights, reducing confusion.
Analytics & Reporting
Detailed Funnel Downloads – Export more in-depth funnel data to Excel/CSV for deeper analysis.
Analytics Charts & Item Selector Fixes – Improved chart interactivity so you can easily choose the data sets you want to see.
Endpoint Reports/Chart-Data – Minor enhancements to endpoint performance and data clarity.
Score Download & Jump-to Conversation - Agents and supervisors can now download a conversation score and jump directly to the related call, speeding up QA reviews.
Raw Transcripts Retention - Automatically remove transcripts older than a configurable number of days, helping you manage data storage and adhere to compliance.
Quality Assurance (QA) & Speech Analysis
Scoring Accuracy & Automated Scorecards - Improved scoring logic to more accurately reflect agent performance, and combined Automated + Protected scorecards under a single “Automated” type.
Optimized Retagging - Background tagging operations now run more efficiently, reducing system load and ensuring up-to-date metadata.
Structured Prompt Support - Enhanced the AutoQA feature to support structured prompts and custom schema, offering more flexibility in AI-driven evaluations.
Quizzes & Comments
Quiz Improvements - Addressed UI discrepancies (e.g., “Failed” vs. “Passed”), improved question-removal flows, and introduced minor UI tweaks for a smoother quiz experience.
Comment Persistence – Fixed issues where comments could vanish on page reload.
Dispute Reviewers List – Ensured the correct display of users authorized to review disputes.
Other Notable Changes
Refactor Locales – Enhanced language support and localization for global teams.
Enders History - Improved the “Enders” interface (system tasks/events) to better track history and changes, including an optional jump-to-conversation button.
API & Migrations - Various updates to underlying libraries (e.g., rollup, migrations naming) ensure ongoing platform stability and performance.
Security & Compliance
Regular Security Improvements - implemented best-practice security improvements.
Logout from All Devices - Users/Managers/Admins can log users out of all devices for immediate session termination, enhancing compliance with security policies.
API Docs Access Control - Only authenticated users can access API documentation, preventing unauthorized visibility into internal endpoints.
October 2024
October 2024
Front-End & UI Improvements
UI Major Component Upgrade
Overhauled the front-end framework for a modern, responsive UI.
Updated dashboards, tables, filters, and dark mode for a smoother user experience.
Form & Dashboard Fixes
Improved connector form validation, preventing setup errors.
Enhanced agent dashboard display (shorter agent names, pagination fixes, click actions).
Unified button styling, adjusted fonts, and refined table densities.
Playlists & List View - Playlists now mirror funnel-style lists with search, label filtering, and team-based segmentation.
Analytics, Filtering & Reporting
Search & Filters
Added new DateRange/DateTimeRange filter features and language-based filtering.
Improved conversation filtering with phrase+slop matching for more precise results.
“Exact search by summary” highlights terms in transcripts for quick scanning.
Sessions List to XLS - Export session summaries to XLS for easier offline reviews or data-sharing.
Funnel Enhancements - Allowed funnel columns to leverage keyword queries and improved funnel UI, ensuring a cleaner experience.
Scoring, Disputes & QA
Scoring Workflow
Streamlined automated vs. manual scorecards, reset options, and default score visualization.
Agent Leads can now easily view or manage agent scores.
Dispute Management
Revamped disputes handling for both manual and AutoQA-generated scores.
Added notifications and enhanced the review flow, including new permissions and status logs.
Miscellaneous Fixes
Skill & Quiz Creation - Corrected “Save” button activation issues and allowed quiz editing even if linked items were deleted.
Connector Parsing - Fixed file parsing for various telephony/chat connectors, reducing setup errors.
Password Recovery - Addressed form issues to ensure smoother password resets.
WebSocket Reliability - Closed unneeded connections to preserve system resources and improve stability.
September 2024
September 2024
1. Scoring & QA Improvements
Agent Dashboard Enhancements
Added scoring “shields” to help agents and supervisors quickly see performance at a glance.
Manual Scoring is now prioritized (if available), so reviewers can input feedback before auto-score is displayed.
Scorecards & Points Details
****Scorecard setup mode always shows point details, clarifying the scoring criteria for each question or checklist item.
Team information is now included in XLS/CSV exports when Agents are present, helping track performance by team.
2. Categorization & LLM
Generative Categorization
New feature to automatically categorize interactions based on AI-driven insights.
Supports both automatic and manual categories for more flexible call labeling.
Markdown Cleanup - LLM responses now have code markers stripped when returning JSON, ensuring cleaner outputs and easier handling in reporting tools.
Misc. Fixes
Default categorization actions no longer cause “last seen event” issues.
Addressed an indefinite loop in data reindexing for more stable categorization processing.
3. Language & ASR Enhancements
Kazakh & Additional Language Support
Kazakh ASR capability added, along with an improved Russian-language interface option.
Ability to override and store the “real” ASR-chosen language for more accurate analytics and reporting.
Default Organization Language - The application now respects the organization’s default language, automatically applying it as the user’s interface language on login.
4. Telephony Integrations
Agent Channel Detection
Better detection of agent channels and additional meta-data for calls coming from Webitel.
Supports new “Term Reasons” to handle various call ending scenarios more intelligently.
5. UI & Workflow Updates
Interface Fixes & Tweaks
Minor locale adjustments (e.g., improved translations, color tweaks in dark theme).
Enders UI fixes ensure a smoother categorization flow.
“list_id” filter added for advanced searching and segmentation in Enders.
6. Infrastructure & Reliability
Improved Testing & Migrations
More robust test coverage for migrations and backend processes, ensuring smoother upgrades.
Fixes for on-premises pipelines and job loops, reducing risk of stuck or unfinished tasks.
Security & Library Updates
Addressed security vulnerabilities - implemented best-practice security improvements.
Updated packages and other dependencies for enhanced stability.
August 2024
August 2024
AutoQA & Quality Management
Partial Scorecards for AutoQA - Send only relevant parts of the Scorecard to AI for more focused scoring, giving you better control over what gets automatically evaluated.
Prompt Management - Easily create, edit, and archive prompts used by the AutoQA engine. This centralizes prompt configuration so you can keep your QA flows up to date.
Dispute Workflow Enhancements - Multiple fixes, including excluding an agent from reviewing their own dispute and improving overall clarity of scoring percentages.
Reporting & Summaries
Non-Realtime (Scheduled) Reports - Set up report requests that generate in the background. Download them later or receive notifications when they’re ready—especially helpful for larger data sets.
Improved Summary Indexing & “No Category” Searches - Resolved issues where calls with no category or certain summary text didn’t appear in search results, ensuring data is easier to locate.
More Language Support
Czech: Enhanced formatting in summary text.
German: Emotional cues are now properly recognized and labeled.
New translations and locale fixes across the platform.
UI & Usability
Copy Transcript Button - Quickly copy entire transcripts with one click, helping agents and managers share content faster.
Topics Chart & Filters - Clicking on “No Category” now shows related calls correctly, resolving prior empty-search issues.
Scoring Filters Saved - The system remembers your preference for automated vs. manual scoring filters, so you don’t have to reset them every time.
Ender Drive File Fixes - Capitalized file extensions (e.g., “.MP3”) can now be uploaded without errors.
Integrations & Telephony
New Integration - Connect your Webitel contact center for streamlined speech analytics and QA in one place.
Genesys Improvements
Prevent repeated or “looped” re-syncing of historical data.
Reduced logging “noise” for more focused troubleshooting.
Service Accounts (IAM) - Added support for personal access tokens (PAT) in IAM, making it easier to manage automated account access.
Infrastructure & Security
Data validation Upgrade - Modernized data validation, reducing errors and improving performance across the platform.
License Validation & Session Checks - Fixed license expiry checks and session schema validations to prevent unexpected usage blocks.
July 2024
July 2024
1. UI & Analytics
Filters & Charts
Topics chart now has improved font colors for dark theme users.
Filters in “Enders” and across the platform got multiple fixes: custom date ranges, a restored clear (“X”) button, and new options to search and select labels.
Analytics Funnels now have a refactored list view, with card or table modes for more flexible insights.
Reporting Improvements
Fixed timeouts for detailed XLS downloads, so larger reports should generate reliably.
“Fast Months” selector is now always correct for the current month.
2. QA, Scorecards & Disputes
Scorecards
Added labels and search functionality to make it easier to manage or find specific items.
Added created/updated metadata, so you can see when changes were made.
IQS/AQS scores on the Main Dashboard now show two digits after the decimal for greater accuracy.
Disputes
Refactored disputes to let you select specific reviewers more easily and fix issues with workflow.
Compliance buttons work again for all conversations, and the process for auditing calls is now smoother.
3. LLM & Summaries
LLM Stack & AI Responses
Created a dedicated LLM (Large Language Model) stack for AI-driven processes, paving the way for advanced features.
Markdown is now stripped out of AI responses, reducing clutter and ensuring cleaner text where AI is used (e.g., auto-generated summaries).
Searchable Summaries - Summaries are now indexed, so you can search within them by keywords to quickly locate relevant calls.
4. Performance & Reliability
Database & Search
Optimized DB selects for partner automations, reducing unnecessary load and speeding up filtering.
Fixed “lost sessions” during reindexing so your data remains consistent.
Minor Fixes & Refactors
Improved session “CRUD” operations to prevent errors when updating or retrieving sessions.
Various other background tweaks to help keep the platform stable and secure.
June 2024
June 2024
1. Score Disputes & QA
Scoring Dispute Workflow
Agents can open a dispute on a scored item and assign it to a specific reviewer, making the QA process more transparent.
Added “dispute_pending” for better filtering of sessions under review.
Session Comments
Comments now support active links, so you can include clickable URLs directly in your notes.
2. Filters & Searching
Partner & Tag Filters
Introduced a “Partners” filter, enabling you to narrow results by partner data.
Optimized tag filters for faster searches and easier multi-select.
Filter Refactoring
Improved filter logic to handle advanced queries (e.g. exclude certain items).
Fixed custom date range and “db param” errors to ensure filters work consistently across the platform.
3. Ender Drive & Notifications
Ender Drive Pagination - Resolved pagination issues so it’s easier to browse large file sets.
Notifications - Option to see only unread notifications or those from the past X days, preventing clutter.
4. Dashboards & Analytics
IQS & AQS Columns
Main dashboards now have “IQS” (Interaction Quality Score) and “AQS” (Automated Quality Score) columns, with the option to hide AQS if not needed.
Date pickers on dashboards now default to monthly view, making it quicker to adjust timeframes.
Leaderboards & Reports
The number of scored sessions now aligns between the Reviewer Leaderboard and actual filter results for better consistency.
Detailed XLS exports now include session-wide comments and have fewer timeout issues.
5. Security & Performance
Security Hardening - implemented best-practice security fixes.
Minor UI Fixes - Improved scrolling and glitch fixes on the Tags list view.
May 2024
May 2024
1. AI & Integrations
AI integrations to use in EnderGPT
EnderGPT Summaries: A new AI-driven feature to generate conversational summaries automatically.
AI Integration: Connect to AI for advanced language-model capabilities within the platform.
VozDigital Integration - A new telephony integration to capture calls and metrics from VozDigital systems.
2. Analytics & Reporting
New Meta: Holds & Response Time
Track “Hold” durations and “Response Times” for deeper call analysis and more accurate reporting.
Includes new filters for these metrics to drill down into performance trends.
FCR (First Call Resolution) & CSI Filter Fixes
FCR calculations can now use custom settings, giving you more control over how first-call resolution is measured.
CSI filters (customer satisfaction indices) now work correctly with “<” or “>” operators.
Dashboard & Chart Enhancements
Introduced caching for dashboard charts to improve performance.
Option to select only certain tags in analytics and see zero-count tags for a more complete overview.
3. Workflow & Collaboration
Funnel & UI Fixes
Corrected an issue where the funnel form didn’t update automatically with new data.
Minor bug fixes, including better mention-handling in comments and an easier quiz-passing workflow for internal training.
Automation & To-Do Tasks
“Score added” can automatically create a To-Do item to streamline QA processes.
Repetitive LLM actions (like auto-summaries) can be skipped to avoid clutter and redundancy.
4. Performance & Security
Increased DB Connections - System can handle higher database connection limits, improving scalability for large teams.
DevOps & Infrastructure
Infrastructure as Code solution updates to match the latest environment configurations.
Minor Security Hardening - implemented best-practice security fixes.
5. Administration & User Management
Phone Aliases, Group Assignments, and Agent Deactivation
Phone aliases must be unique, preventing accidental duplicate entries.
When updating a user who’s not an agent, the assigned group is preserved.
Improved handling of agent deactivation so roles and permissions remain accurate.
April 2024
April 2024
1. Summaries & Core UI
Call Summaries
Added a “Call Summary” feature, showing concise conversation highlights.
Fixed issues where no items appeared in some summaries and added visual borders/elevation for clarity.
Minor UI & Form Fixes
Resolved bugs with comment form placement, anonymization, and “Who First?” filters.
Improved jump navigation from Analytics so that Agent selections are no longer ignored.
Validation Refactoring - Replaced older dependencies, streamlining form validations and reducing errors.
2. Analytics, Categories & Campaigns
Chart Grouping & CSI
Renamed “CSAT” to “CSI” and introduced more flexible grouping (e.g., FCR, Queue Name, CRM status) in analytics charts.
Main category associations were fixed to ensure accurate category data in reporting.
Campaign Filters
Genesys integration now fetches additional campaign data (e.g., queue/campaign names).
Campaign filters help target specific marketing or customer service campaigns for deeper analysis.
3. Integrations & Connectors
New Connectors & Added Metadata
Parsing support for new connector audio formats and expanded Zendesk integration to gather additional conversation meta.
Agent phone number “aliases” allow easier identification and filtering of agent calls.
AutoQA by AI - “AutoQA” introduced to provide AI-driven scoring and insights for calls.
4. Search & Session Management
Expanded Search Capabilities
You can now search by client alias, filenames, or extended fields, making it easier to find specific recordings or sessions.
Timeline intervals are highlighted in the Audio Player for quick navigation to key moments in calls.
Manual Sessions & Custom Fields - Added an option to create sessions manually with customizable fields—ideal for uploading or tracking calls that aren’t automatically ingested.
5. Performance & Workflow Improvements
Automation & Reprocessing
Capped the number of events processed in each automation run, preventing system slowdowns and improving stability.
Session reprocessing performance is optimized, so updates or re-uploads handle data more efficiently.
Miscellaneous Fixes
Hide scoring duration for a cleaner QA view.
Multiple small improvements to login, skill constructor, and notifications.
March 2024
March 2024
AutoQA Disputes - possibility for the Agent to initiate a Dispute and for the Supervisor to review Auto Scores
UK ASR v4
DE ASR v3
UX/UI improvements for speed and simplification - Agent Dashboard, Dashboards, All Conversation
New Integration - Cisco/Smiddle Calls
Filters - added filter to find conversations with single pause > N sec
Filters+Tags - added Order and Position in conversation (to build complex Categories Tag1 before Tag 2 and in the Last 10% of conversation)
February 2024
February 2024
AutoQA accuracy improvements +12.6%
AutoQA for German and Dutch
Topics Dashboard
AutoQA Approve/Reject/Clarify automated scores/Feedback
January 2024
January 2024
Multiple Team selections on Dashboards
Detailed Scoring results download from Dashboard
Main Dashboards - Jump to Scored Conversations
Quiz - Is it possible to add images to the question
Quiz - possibility to see per-agent historical results and mistakes per each question
Filters+Tags - added Who First (Discount proposed, Location asked, Product asked)
AutoQA for Finnish and Estonian
2023
Dec 2023
Dec 2023
Added grouping to Tags/Categories - Labels
AutoQA for Spanish, Polish, and Ukrainian
Nov 2023
Nov 2023
AutoQA for English
Supervisors/Reviewers Leaderboard
Oct 2023
Oct 2023
New Integration - Zendesk Calls/Talk
TODO lists & Auto ToReview suggestions for Supervisors & Quality Reviewers
Sep 2023
Sep 2023
Quizzes functionality
Agent Training Plan Functionality
New Integration - Zendesk Tickets and Chats
Aug 2023
Aug 2023
Ender Drive - upload your company documents, guidelines, scripts, etc
New Integration - Genesys Emails
Advanced Roles constructor
Jul 2023
Jul 2023
Images/Reactions in comments
New Integration - Genesys Calls, Chats
Compliance rules
Jun 2023
Jun 2023
Reactions to conversations
Funnels to Improve and Fix the Sales Process
May 2023
May 2023
Categories/Advanced Tags
Enders for automation
Apr 2023
Apr 2023
Playlists
Mar 2023
Mar 2023
Analytics Dashboard
Feb 2023
Feb 2023
The agent reviewed/commented Tab
New Integration - Daktela Chats and Emails
Security/Compliance - SOC2 Type2 Compliant
Security/Compliance - SOC3 Compliant
Speech Recognition improvement: PL +21.2%
Jan 2023
Jan 2023
New Integration - Aircall Calls
New Integration - ViCiDial Calls and Chats
Agent Dashboard
Jump from transcript to player
Speech Recognition improvement: DE +11.2%
2022
2022
Discovery
Speech Recognition model: EN
Speech Recognition model: EE
Speech Recognition model: ES
Speech Recognition model: DE
Speech Recognition model: CZ
Speech Recognition model: UK
Speech Recognition model: LV
Speech Recognition model: LT
Speech Recognition improvement: UK +18.1%
New Integration - Cisco/Eleveo Calls
New Integration - Cisco/MediaSense Calls
New Integration - Daktela Calls
New Integration - Jtel
Security/Compliance - SOC2 Type1 Compliant