v11.20.0 December 07, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Deploy
Enhanced Import/Export for Taxonomy Builder with Saved Filters Import and Export support for Quality AI deployment enables seamless management and transfer of Quality AI configurations across AI for Service (XO) environments. Users can export the latest taxonomy version with topic hierarchy and resolution settings, then import using Full (overwrite) or Incremental (add-only) modes—maintaining configuration consistency without manual rebuilding. Also, the Advanced Topic Discovery now supports saved slide-out filters for quick reuse of standard filters.Configure
QM Express Onboarding Supports AWS Assume Role Access QM Express now supports IAM Role (Assume Role) authentication for secure, temporary credential access without storing long-term AWS keys. The update includes a new IAM auth type, Role ARN schema, enhanced validation, and S3 service initialization using STS AssumeRole with automatic credential rotation. This strengthens security, enables cross-account access, and aligns with AWS best practices for least-privilege access.Analyze
Enhanced Topic, Intent, and Resolution Analytics Across Quality AI Analytics visibility is enhanced across Conversation Mining, Audit workflows, and Agent Dashboards:- Conversation Mining includes optional columns for Configured Intents, Generated Intents, and Overall Resolution, with color-coded topic sentiment and advanced filters for L1-L3 topics, intents, sentiment, emotion, and resolution.
- The Audit Screen provides deeper topic-level insights with click-through intents and detailed L3 resolution mapping, helping auditors quickly locate where each topic or resolution appears in the transcript.
- The Agent Dashboard includes scrollable Sentiment and Resolution Insights, with averages, trend indicators, and top or bottom-performing topics. App-level controls enable admins to manage agent access to sentiment and resolution data for flexible team visibility.
API Enhancements
Raw Data API Supports Generated Intents The enhanced Raw Data API now uses generated intents.This document provides information on the feature updates and enhancements introduced in Quality AI of AI for Service (XO) v11.x releases.
v11.19.1 November 19, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Configure
New AI-Powered Etiquette Evaluation Metrics New AI-powered evaluation metrics automatically assess agent etiquette across different interaction scenarios, ensuring consistent service quality and providing actionable coaching insights:- By Transfer Etiquette Evaluation: It assesses agent conduct during customer transfers, verifying agents inform customers, explain the reason, and confirm understanding before the handoff.
- By Hold Etiquette Evaluation: It assesses agent adherence to best practices for managing voice interaction hold scenarios, including notification, appropriate hold time, and clear conversation resumption.
v11.19.0 October 25, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Analyze
Keyword Search with Audit Filtering The new Keyword Search Filter feature lets users easily locate and analyze conversations. Users can search for keywords and refine results by speaker, including or excluding keywords. Each search result links directly to the QA audit screen, where keyword matches are highlighted in the transcript, along with speaker labels and QA evaluation details. This ultimately leads to improved audit accuracy, traceability, and filtering flexibility.Analytics
Scheduled Reporting for Quality AI The Quality AI Reporting feature provides comprehensive data export capabilities for AutoQA and Conversation Intelligence insights. This enables QA Managers, Supervisors, and authorized users to generate, schedule, and download detailed reports covering interaction details, agent performance metrics, and adherence to evaluation metrics. New Generative AI Features This release introduces the following two new generative AI features powered by the latest GPT-4o and GPT-4o-mini models with default prompts:- By Value Adherence Validation: Check if extracted metric values match predefined reference data and return binary adherence scores.
- By Value Metric Extraction: Extract metric values from messages by users, AI Agents, or humans.