January 26, 2026
Added
Manual redaction is added in the Call Details page, allowing users to redact selected portions of call audio and transcripts with role-based approval workflows and audit logging.
PII data masking can now be enabled from Security Settings, masking sensitive fields such as names, email addresses, and phone numbers while allowing full visibility on mouse-over.
Email notifications can now be sent when a new user is added, with configurable recipients receiving details about the user and assigned role.
Call sharing can now be restricted to approved email domains, preventing calls from being shared outside authorized organizations and displaying a notification when restrictions apply.
Cloud9 provisioning has been cadded as a new integration option, allowing users to configure and connect Cloud9 through the portal.
Changed/Enhanced Features
License consumption progress bars across User Management, Agent Management, and Extension Management have been redesigned to a compact format and now support interactive filtering by license type.
Progress bars now visually indicate license usage thresholds, with a warning state displayed when consumption reaches 90%.
The Scorecard editor now highlights the navigation path to the selected Question, Topic, or Filter, making it easier to understand its position within the scorecard structure.
Transcript highlights generated by Analysis Tools or AQA Scorecard phrases now display mouse-over tooltips indicating which tool or phrase triggered the highlight, with multiple triggers grouped for clarity.
A warning pop-up is now displayed in the Partner View Licensing tab when fewer than 10 Analytics or Advanced Recording licenses are added, reminding users that at least one QA license is required to create QA scorecards.
License Consumption Control now validates available recording licenses before enabling the setting, preventing activation when insufficient licenses are available and enforcing the same checks through the API.
Webex Contact Center and Webex Meetings provisioning options now remain visible after configuring other integrations, resolving an issue where provisioning buttons previously disappeared.
Dashboards have been enhanced with native visualization components, improving load times and performance while introducing updated visual styles, focus mode, and enhanced AI-driven insights. For more information, see Dashboard Features.
October 13, 2025
Added
The platform now supports Hindi, Polish, Japanese, Dutch, Korean, Swedish, and Ukrainian, enhancing accessibility for a global user base.
WhatsApp-specific call type icons have been added to the Call Listing page for clearer identification of communication channels.
Support for configuring Movius recording through a dedicated provision on the Site Management page.
Genesys Cloud Contact Center can be configured from a new provisioning page in Site Management.
A 2N column has been added to Extension Management. Extensions on secondary sites are correctly counted against the 2N recording license for Avaya, BT IP Trade, and MS Teams integrations.
QA Admins can create and share dashboard templates with all company users. Shared templates are marked with a distinct color, show the creator's name, and may be deleted by QA Admins.
A centralized Settings page has been added to the Analytics navigation bar, consolidating platform configurations and settings.
Custom sentiment labels are added for specific words or phrases in the Analytics Settings page. This improves sentiment detection in call transcripts with support for adding, editing, and deleting custom classification rules.
Changed/Enhanced Features
The platform has been updated to meet new accessibility requirements:
Improved color contrast for readability.
Support for resizable text up to 200% without loss of functionality.
Logical navigation order enabling complete keyboard-only navigation.
The reassignment workflow now includes dropdown selections for Platform Type and Site Name, making it easier to differentiate extensions belonging to similar sites.