We’ve rolled out some major enhancements designed to make your workflows faster, smarter, and more efficient. If you’re dealing with large datasets, complex call histories, or agent performance tracking, these updates will make a real difference in how you extract and use insights.
Here’s what’s new:
✅ Smarter Search Bar – Find critical information faster across massive datasets.
✅ Call History Insights – Full visibility into a customer’s journey without manual digging.
✅ Agent Evaluation + MagicAPI – Seamless integration and automated insights for agent performance.
Let’s dive into the details.
Smarter Search Bar: Speed, Scale, and Precision
What We’ve Improved:
Our enhanced search bar now allows you to retrieve relevant insights more efficiently by:
- Indexing and querying a broader dataset while keeping performance fast and responsive.
- Maintaining accuracy and relevance, even when dealing with high-volume searches.
- Improving search precision to surface insights that matter, rather than returning noise.
Why This Matters?
Tech Perspective: We’ve optimized indexing and query performance, meaning searches now scale better, whether you’re filtering millions of interactions or tracking a specific keyword trend across months of data. No lag, no unnecessary compute drain.
Business Impact: When you can quickly find patterns, track customer behavior, and retrieve specific call records, you empower your teams with instant insights. This leads to:
- Better decision-making (e.g., identifying service trends before they escalate).
- Increased efficiency (less time spent hunting for data).
- More responsive customer service (agents can surface key details instantly).
Call History Insights: Full Customer Context at a Glance
What We’ve Improved:
Now, when reviewing a call summary, you can instantly access past calls from the same caller. No more manually searching or cross-referencing multiple records—everything is presented in a single view with linked interactions.
Why This Matters?
Tech Perspective: We’ve upgraded our data retrieval system to automatically associate calls based on caller identification. This means:
- Calls are linked intelligently, even across different timeframes.
- Sentiment tracking is now easier over time.
- Recurring issues can be flagged faster, reducing redundant work.
Business Impact:
- Faster resolutions – Agents and managers spend less time searching and more time solving.
- Personalized service – A full history means better context, leading to smoother customer interactions.
- Higher satisfaction rates – Customers don’t have to repeat themselves, which reduces frustration.
Agent Evaluation + MagicAPI: Smarter Performance Tracking, Less Manual Work
What We’ve Improved:
With MagicAPI integration, our agent evaluation tool now offers:
- Seamless setup – You can define evaluation criteria manually or connect MagicAPI for instant insights.
- Less maintenance – Once connected, the system continuously evaluates without extra configuration.
Why This Matters?
Tech Perspective: This integration allows agent evaluation to be handled more dynamically, using API-driven automation instead of just rule-based scoring. This reduces manual intervention and makes performance tracking smarter.
Business Impact:
- Faster onboarding.
- Accurate agent performance insights with less setup work.
- Better coaching and training through automatically surfaced insights.
These updates are designed to eliminate friction, speed up insights, and improve overall efficiency. Whether you’re optimizing search, tracking customer journeys, or evaluating agents, we want data to work for you—not slow you down.
Let us know how these improvements impact your workflows, and if you have any feature requests, we’re all ears!