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.
v11.21.0 January 17, 2026
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Analytics
Evaluation Form Summary Report Enhancements The Evaluation Form Summary report now includes a Total Interactions column to show the overall interaction count. The Total Applicable Interactions column excludes inapplicable interactions for dynamic-by-question metrics where the trigger was absent. These enhancements improve calculation accuracy and ensure that totals and percentages align with Heatmap data.Analyze
Audit Allocation Enhancements Audit Allocation management uses a dedicated “Allocations” menu and a “My Allocations” tab. QA managers can track auditor progress, create and edit custom allocations, assign interactions to agents by percentage or count, and reassign pending interactions to manage availability while maintaining consistent quality coverage.Configure
Agent Queue Management in the Quality AI UI Users can assign agents to Agent AI and Quality AI Express queues directly in the Quality AI UI, eliminating the need for public APIs. This update supports platform-level users, provides visibility into queue IDs for API use, and keeps agent mappings entirely separated from Contact Center AI (CCAI) routing and configuration. SFTP Chat Script Timestamp Enhancements Quality AI Express now supports offset-based timestamps for chat script ingestion via Secure File Transfer Protocol (SFTP). With this update, users can configure the chat script timestamp format at the app level under Conversation Sources. When users select offset-based timestamps, chat script can include message-level offsets relative to the conversation timeline without start or end time validation during ingestion. The system uses start and end dates solely for reporting and filtering. This change applies only to chat conversation ingestion and doesn’t affect voice conversation ingestion.v11.20.0 December 07, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Deploy
Enhanced Import/Export for Taxonomy Builder with Saved Filters Import and Export support for Quality AI deployment enables seamless management and transfer of Quality AI configurations across AI for Service (XO) environments. Users can export the latest taxonomy version with topic hierarchy and resolution settings, then import using Full (overwrite) or Incremental (add-only) modes—maintaining configuration consistency without manual rebuilding. Also, the Advanced Topic Discovery now supports saved slide-out filters for quick reuse of standard filters.Configure
QM Express Onboarding Supports AWS Assume Role Access QM Express now supports IAM Role (Assume Role) authentication for secure, temporary credential access without storing long-term AWS keys. The update includes a new IAM auth type, Role ARN schema, enhanced validation, and S3 service initialization using STS AssumeRole with automatic credential rotation. This strengthens security, enables cross-account access, and aligns with AWS best practices for least-privilege access.Analyze
Enhanced Topic, Intent, and Resolution Analytics Across Quality AI Analytics visibility is enhanced across Conversation Mining, Audit workflows, and Agent Dashboards:- Conversation Mining includes optional columns for Configured Intents, Generated Intents, and Overall Resolution, with color-coded topic sentiment and advanced filters for L1–L3 topics, intents, sentiment, emotion, and resolution.
- The Audit Screen provides deeper topic-level insights with click-through intents and detailed L3 resolution mapping, helping auditors quickly locate where each topic or resolution appears in the transcript.
- The Agent Dashboard includes scrollable Sentiment and Resolution Insights, with averages, trend indicators, and top or bottom-performing topics. App-level controls enable admins to manage agent access to sentiment and resolution data for flexible team visibility.
API Enhancements
Raw Data API Supports Generated Intents The enhanced Raw Data API now uses generated intents.This document provides information on the feature updates and enhancements introduced in Quality AI of AI for Service (XO) v11.x releases.
v11.19.1 November 19, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Configure
New AI-Powered Etiquette Evaluation Metrics New AI-powered evaluation metrics automatically assess agent etiquette across different interaction scenarios, ensuring consistent service quality and providing actionable coaching insights:- By Transfer Etiquette Evaluation: It assesses agent conduct during customer transfers, verifying agents inform customers, explain the reason, and confirm understanding before the handoff.
- By Hold Etiquette Evaluation: It assesses agent adherence to best practices for managing voice interaction hold scenarios, including notification, appropriate hold time, and clear conversation resumption.
v11.19.0 October 25, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Analyze
Keyword Search with Audit Filtering The new Keyword Search Filter feature lets users easily locate and analyze conversations. Users can search for keywords and refine results by speaker, including or excluding keywords. Each search result links directly to the QA audit screen, where keyword matches are highlighted in the transcript, along with speaker labels and QA evaluation details. This ultimately leads to improved audit accuracy, traceability, and filtering flexibility.Analytics
Scheduled Reporting for Quality AI The Quality AI Reporting feature provides comprehensive data export capabilities for AutoQA and Conversation Intelligence insights. This enables QA Managers, Supervisors, and authorized users to generate, schedule, and download detailed reports covering interaction details, agent performance metrics, and adherence to evaluation metrics. New Generative AI Features This release introduces the following two new generative AI features powered by the latest GPT-4o and GPT-4o-mini models with default prompts:- By Value Adherence Validation: Check if extracted metric values match predefined reference data and return binary adherence scores.
- By Value Metric Extraction: Extract metric values from messages by users, AI Agents, or humans.