Version 5.29
May 20, 2026
ExtAPI v1 will be deprecated on 27 November 2026. Ensure all integrations are migrated to ExtAPI v2 methods before that date. For migration guidance, please contact application support.
Change in v2:
Get Evaluation Results Method supports a maximum of 30 days of records. Use of date filters (evaluation date or conversation date) is mandatory.
The following features are available exclusively on Premium tier:
- Conversation AI Insights
- Ask GenAI
- Creating AI-generated categories via Generative AI
If you are on a Standard plan and wish to continue using these capabilities, please contact your account manager. For a full overview of available packages, visit Analytics Packages.
Enhancements
Rate Limiting Algorithm for Tenant Isolation
A new rate limiting algorithm has been introduced for background job processing, ensuring equal and fair resource distribution across all tenants. This improvement prevents high-volume tenants from affecting the processing performance of others, resulting in more consistent and reliable system behavior across the platform.
Configurable LDAP Sync Start Time
The LDAP synchronization service now supports a configurable start time, allowing administrators to define when the sync process begins rather than defaulting to deployment time. This enhancement provides greater control over integration scheduling and reduces unintended synchronization behavior.
Migration to AI-Agent Service for Generative AI Capabilities
The platform has transitioned from the Generative AI Service to the AI-Agent Service, enabling more advanced agentic AI capabilities and delivering significantly higher performance for AI-powered features across the product.
Agent-Level View on Coaching Page
Agents are now displayed separately on the Coaching page, and the trend graph supports multi-tenant selection. This enhancement allows supervisors and managers to track individual agent performance trends with greater precision and flexibility across organizational structures.
Category Groups in Reports, Filters, and Category Builder
Category Groups are now supported across reports, filters, and the Category Builder. This capability enables more structured and meaningful analysis by grouping related categories together, improving report clarity and simplifying category management workflows.
4-Decimal Precision for Hesitation and Interruption Metrics
Hesitation and interruption metric items in categories now support up to four decimal places, providing finer granularity in conversation quality analysis and enabling more accurate threshold configuration.
AI Coaching Comparison with Previous Period
AI Coaching now includes a comparison view against the previous period, enabling supervisors to detect measurable improvements or regressions in agent performance over time. This feature supports more data-driven coaching decisions and clearer visibility into coaching effectiveness.
Improvements
Neutral Sentiment Removed from ConversationMark Table
Neutral sentiment entries have been removed from the ConversationMark table, resulting in meaningful database performance improvements and reduced storage overhead without impacting sentiment analysis outcomes.
Minor UI Enhancements
Several minor improvements have been implemented to enhance the user interface. These enhancements make the interface more intuitive and user-friendly, contributing to a better overall user experience.
Minor Bug Fixes
Various minor bugs have been addressed to improve overall system stability and performance. These fixes result in a smoother and more reliable user experience.