v11.23.1 April 11, 2026
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Analyze
Custom Fields Support in Conversation Mining, Audit, and Reports The platform now retains business-specific custom fields ingested via Express File (CSV columns or push API fields) and Agent AI integrations (custom data key-value pairs). Supervisors, QA teams, and API consumers can filter, analyze, and export conversations based on these fields — no prior configuration required. Learn more→Configure
Direction-Based Evaluation and Reporting for AutoQA and Conversation Intelligence Quality AI now supports contact direction (Inbound and Outbound) as a dimension across AutoQA, Conversation Intelligence, dashboards, reports, APIs, and Conversation Mining. Supervisors can configure separate evaluation forms and scorecards by direction and channel at the queue level, ensuring conversations are assessed against criteria that match their operational context. Learn more→v11.23.0 March 28, 2026
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Analyze and Configure
Minimum Duration Threshold for AutoQA and Scorecards You can now set a minimum interaction duration threshold in evaluation forms and agent scorecards to ensure that AutoQA evaluates only the meaningful conversations. Before scoring, the system checks each interaction’s duration and excludes short or incomplete ones from quality metrics. Contacts excluded from scoring and quality calculations remain visible. Learn more→v11.22.1 March 14, 2026
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Role Management
Update of Quality AI Permissions for Default Roles App Developers and App Testers can now access Quality AI through their default roles, without needing custom roles. This update revises default role permissions to give developers and testers appropriate access while maintaining the right level of control. Learn more→Configure
Manual Evaluation Metric A new Manual Evaluation metric type is now available for QA-only assessment of complex and nuanced scenarios. This metric is supported only in points-based evaluation forms and is excluded from AutoQA, Agent Attributes, and Agent Scorecards. Manual metrics are clearly labeled in reports and APIs, and unaudited conversations show no AutoQA response for these metrics. Dynamic By Question (Speaker-Based Adherence) The Dynamic By Question metric now supports speaker-based answer adherence. Admins can configure the answer detection speaker — Agent or Customer — based on trigger rules. When the trigger speaker is an Agent, an optional scoring setting enables sub-weightages and partial scoring for both trigger and answer adherence, and auditors can manually evaluate both in the Audit Screen. Conversation Mining now includes a Not Applicable filter for Dynamic metrics, and reporting and heatmap logic treat trigger absence as Not Adhered when the scoring option is enabled.v11.22.0 February 28, 2026
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Configure
Configurable Crosstalk Evaluation for By Speech Metrics The Crosstalk metric now detects simultaneous speech between the agent and customer, including customer interruptions. The Dynamic By Question metric supports speaker selection and sub-weight assignment for agent-triggered adherence, and answer detection can now be extended beyond the agent — enabling use cases such as customer confirmation and verification. Points-Based Scoring for Complex Evaluation Forms Evaluation forms can now use points-based scoring, making it easier to build and manage complex forms with more than 20 metrics. QAs can assign weights by points rather than percentages, and all points-based forms include audit tracking for score changes and a full record of updates. GenAI Logs Enhancement in Audit Screen The Audit Screen now displays detailed GenAI call logs at the conversation level for easier debugging. Logs are organized by GenAI feature in expandable dropdowns that show only enabled features, and can be filtered by Success or Failure status. Each log entry includes date and time, GenAI feature name, language, model name, integration type, prompt name, token usage, response duration, and full request and response payloads.v11.21.1 January 31, 2026
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Analytics
AI Justifications for Gen AI Question Metrics Extended to Reports and APIs AI Justifications for Gen AI by Question metrics are now available in the Interaction Evaluations and Conversation Analytics reports, and through APIs. When enabled, the system provides AI-generated explanations for each evaluation score, extending this capability beyond the existing UI.Configure
Enhanced Taxonomy Builder, Topic Discovery, and Resolution Detection Taxonomy Builder and Topic Discovery now offer improved usability with clearer visual hierarchy, contextual tooltips, sentiment and resolution-based bubble coloring, and enhanced filtering and navigation. Resolution Detection is now configurable at the app level. You can choose between topic-based detection for strict matching or LLM-based assessment for holistic evaluation. This flexibility helps you accurately classify interaction outcomes based on whether primary issues are resolved.Analyze
Conversation Intelligence Dashboard Updates The Conversation Intelligence dashboard is now split into two specialized dashboards:- CX Insights introduces new widgets to help you understand customer experience, including Resolution Rate tracking and CSAT and DSAT Drivers powered by driver-impact scoring with detailed warnings.
- Performance Insights enhances agent monitoring with a trendline for the Kore Evaluation Score.