Version 5.30

Version 5.30

June 11, 2026

Enhancements

Automated License Management
License assignments are now fully automated. When a new named agent is added to the system, a license is activated without requiring any manual intervention. Licenses are also refunded instantly when a user is set to passive, ensuring unused capacity is always reclaimed. License reset periods are now calculated based on the CreditLastResetDateTime field, providing consistent and predictable renewal cycles across all tenants.

Topic Discovery
The platform now supports automated topic discovery through a next-generation LLM-based pipeline. Categories can be generated automatically based on conversation content, eliminating the need to write manual keyword rules. A centralized Generative AI settings page allows administrators to configure AI Insights and AI-Generated Category features from a single screen. Once category definitions are updated, AI inference can be triggered directly from the Categories page without navigating elsewhere.

Multiple LDAP Support within a Single Tenant
The platform now supports configuring multiple LDAP servers within a single tenant. Organizations with distributed directory structures can connect different organizational units or domains to a single CA deployment. Individual users can be assigned a specific LDAP configuration, enabling fine-grained control over authentication sources in organizations that operate across multiple directory services.

New Filters, Columns, and KPI Metrics on the Reports Page
The Reports page has been expanded with new filter options and data columns, enabling more granular analysis of conversation data. Additional KPI columns — including FCR, CSAT, and duration-based metrics — are now available, allowing teams to compare key performance indicators in a single view.
Customizable AI Disclaimer for White Labeling
The AI disclaimer text displayed across the platform can now be customized. Organizations can define a disclaimer message that aligns with their brand voice and compliance requirements.

New UI Languages and BCP 47 Language Support
UI language delivery now follows the BCP 47 standard, enabling support for regional language variants. Additional languages have been added to the supported UI language list, expanding accessibility for global deployments. Iframe-embedded views also reflect the selected regional language variant. New UI Language List:
Azerbaijani, Danish, Hebrew, Indonesian, Italian, Japanese, Kazakh, Korean, Norwegian, Dutch, Pashto, Swedish, Swahili, Thai, Urdu, Vietnamese, Traditional Chinese, Hinglish, English(Australia), Portuguese(Brazil), French(Canadian), Spanish(Latin American)

Multiple Language Selection for Category Items
Category items now support selecting multiple languages simultaneously. In multilingual contact center environments, category rules can be defined once and applied across all target languages in a single step.

Max Single Hold Duration Category Condition
A new category condition type — Maximum Single Hold Duration — has been added. This condition allows teams to identify conversations where a single hold step exceeded a defined duration threshold, supporting more targeted quality analysis.

Conversational Intelligence Report Parameter
A new parameter for Conversational Intelligence has been added to reporting capabilities, enabling retrieval of richer and more detailed conversation analysis output.

Calibration and Objection in User Based Evaluation
User Based Evaluation now supports Calibration and Objection workflows. Evaluators can raise objections to evaluation results, and calibration sessions can be managed directly within the platform, aligning the quality assurance process with industry-standard practices.

Form Sections in Evaluation Forms
Evaluation forms now support sections, allowing administrators to group related questions into logical segments. This improvement simplifies navigation in longer forms and makes the evaluation experience more structured for quality analysts.

Additional Acoustic Metrics in Data Feeder
The Data Feeder integration now exports additional acoustic metric results alongside standard conversation data. External systems consuming Data Feeder events can access a richer set of voice quality indicators without requiring additional API calls.

Transcript Export Permission Enforcement
Users without the Export Transcript permission can no longer select transcripts in the conversation list for export. This change ensures that transcript data access respects role-based permissions consistently across the platform.

Granular User Group Permission Controls
Creating, editing, and deactivating user groups are now governed by separate permission controls. This change provides more precise access management, allowing administrators to delegate specific user group operations independently.

Sentiment Values in Conversation List Export
Agent and Customer Sentiment values are now included as columns in the Conversation List export. Teams can analyze sentiment data alongside other conversation metrics directly in exported Excel reports.

Improvements

Coaching Improvement Areas
The improvement areas section on the AI Coaching page has been updated to present AI-generated coaching suggestions in a clearer and more actionable format, making it easier for supervisors to communicate targeted development guidance to agents.

Coaching Overview Icons
Icons on the Coaching overview screen have been refreshed, improving visual clarity and making key coaching status indicators easier to interpret at a glance.