Version 5.27
March 18, 2026
- New permissions have been defined for the Analytics Reports Module. All reporting pages will be available to Admin, Department Manager, and Supervisor roles.
- For users with Agent and Evaluator roles, only the Agent Performance permission will be enabled by default. General Reports, Category Reports, and Dynamic Reports permissions will be disabled.
Enhancements
Beta - Agentic Evaluation: Automated Quality Evaluation with AI Agent (AQM) 🚀
A new AI-powered evaluation capability has been introduced within AQM. Instead of relying solely on human evaluators or rule-based automation, the AI Evaluator uses LLM reasoning to assess agent conversations against your QA form criteria — providing answers, confidence scores, and explanatory comments for each question.
Key highlights:
- Fully automated pipeline — a scheduled job selects conversations, sends them to the configured AI Agent project, and writes evaluation results back to CA automatically.
- Context-aware scoring — unlike rule-based evaluations, the AI Evaluator interprets transcripts in context, making it effective for open-ended or nuanced quality criteria.
- Supports multiple question types — Multiple Choice, Yes/No, and Checkbox questions are supported.
- Results integrated into existing workflows — evaluation results appear in Evaluation Results and are reflected in the Coaching Dashboard → Quality tab.
Requirements:
- An active AI Agent subscription is required.
- Available exclusively in Premium AQM editions.
- Only manual forms are supported (rule-based form logic is applied on the CA side after receiving the AI Agent response).
For setup instructions and configuration details, see AI Evaluation.
Increased Limit for Statistical Analysis & Comparison
Statistical Analysis and Comparison modules now support up to 100K conversationn per group for more comprehensive analysis. This will require more resource however it will include more data within the analysis. Try it out by selecting "Analyze with very large dataset" under Statistical analysis/comparison pages.
Trend Analysis Excel Export
Users can now export Trend Analysis results directly to Excel, enabling easier sharing and offline analysis.
Role-Based UI Visibility Improvements
User interface elements are now dynamically displayed based on user roles, improving usability and ensuring better access control.
AMQP over TLS Support
Secure communication has been enhanced by enabling AMQP over TLS, ensuring encrypted message transmission between services.
Improvements
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.