Recording with AI Analytics Updates

Recording with AI Analytics Updates

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September 2025

Watch the video showcasing new features in the September 2025 release. (To share, click here to open the video and copy the URL.)  


New features and enhancements in this release, and the platforms that support them, are outlined below.

Changes Relevant to All Platforms

Auto QA (Preview)

A new feature, Auto QA, has been introduced to auto evaluate recordings of ultimate users using AI. Transcripts are scanned to auto evaluate calls against an allocated scorecard. When the advanced Auto QA feature has been set up, transcripts are scanned for predetermined outcomes and reason codes that have been mapped to scorecards and assigned to users. The most appropriate scorecard is auto allocated and the recording is evaluated using this scorecard. If no suitable outcomes and reason codes are detected, the default scorecard that has been allocated is used.

The changes detailed below relate to this new feature.

Home Page

  1. In the ‘View by Evaluators’ section, the label ‘Auto QA’ will identify recordings that have been auto evaluated.
  2. The total Evaluated Duration column has been removed from the grid view.

Call Detail Page

  1. Under the Evaluation tab, scores arrived at by auto evaluation will now be displayed. The ‘Evaluated by’ field will show ‘Auto QA’ when a recording has been evaluated only using Auto QA.
  2. Users will have the ability to manually override auto generated ratings. When a rating is manually overwritten, both the Auto QA rating and the manually adjusted rating will be displayed, and the ‘Evaluated by’ field will include the name of the last user who made changes.

Settings > Evaluation Scorecard

  1. A new tab ‘Auto QA’ has been added to the Evaluation Score card window menu to configure auto evaluation. Within this tab, users can map new outcomes and reason codes to existing scorecards and assign them to users, or existing mappings can be assigned.
  2. Auto QA can only be used to evaluate recordings of Ultimate users.

Settings > System Settings

  1. Under the Accounts tab, the new ‘Auto Outcomes' toggle has been added. By default, Auto Outcomes is enabled for new and existing customers. This means that by default, outcomes and reason codes can be mapped to scorecards and transcripts of ultimate users can be set up to scan for predetermined outcomes.
  2. This feature can be disabled using the toggle and the agent’s default scorecard will be used to auto evaluate the recording.

Minor Improvements

  1. System emails have been updated.

Other Changes

  1. The AI model has been enhanced to more accurately handle content redaction during calls. The upgraded model can better distinguish between actual sensitive payment information and simple mentions of credit/debit cards, reducing unnecessary redactions of non-sensitive content.
  2. In addition, we’ve introduced intelligent rule-based checks so that when the audio quality is poor, instead of automatically redacting these segments in case they include sensitive card information, the system now leverages the recording Lock feature to lock the segment for manual review. This gives reviewers the flexibility to decide whether to redact or allow playback of the segment of the call. Auto locked segments can be identified by the letter C within the lock icon.
  3. A fix has been implemented to address calls being incorrectly logged against the Auto Attendant, instead of the individual agents who answered them.
  4. Code changes have been implemented to ensure multiple devices are not assigned the same DDI, preventing multiple devices being associated with a single user.
  5. Enhancements have been made to prevent the compliance verification policy from being evaluated twice, which previously caused the second evaluation to fail, and led to calls being incorrectly marked as non-compliant.

June 2025

Watch the video showcasing new features in the June 2025 release. (To share, click here to open the video and copy the URL.)  


New features and enhancements in this release, and the platforms that support them, are outlined below. 

Home Dashboard & Search Page
The following changes to the dashboard and search page filters have been made:
  1. The existing Call Type filter has been renamed Call Relation. Use the dropdown to filter for external and internal calls.
  2. Conversation Analytics filters now include Redaction Category. Use the dropdown to filter for Payment Card Data redaction.
  3. A new Call Type filter has been introduced. Use the drop down to filter for: Phone Calls, Scheduled Meetings & Teams to Teams calls.
  4. A tool tip has been added to the call direction arrow in the call list of the home dashboard to identify scheduled meetings
  5. An alert will be displayed if an account has been temporarily suspended by Microsoft: “Recording will be resumed when your Microsoft administrator has updated payment details.” If an account has been suspended, users will be able to access and play historical calls but no new calls will be recorded until the account is reinstated.
Call Detail
The following improvements have been made on the Call Details Page:
  1. Transcription text available in the Transcription tab is now fully interactive. Click on any segment to play.
  2. Recordings shared with internal users will only be editable if the recorded user is part of the receiver's playback network.

Settings > User Management
Recording policy settings selection has been enhanced to ensure recording policies are consistently applied across the portal.
  1. Microsoft compliance users: System recording policy settings will be configured to record all calls. Previous system recording policy settings will now be overridden for users with a Microsoft compliance recording policy. All calls will be recorded for these users. To be able to set up a system recording policy to exclude some calls from being recorded, the Microsoft recording policy should be set to Convenience or On Demand.
  2. Microsoft convenience and on-demand users: System settings can be configured as outlined below:
    1. Phone calls: Includes call direction (dialed, received) and call relation (internal, external). Existing recording policies will be migrated to Phone calls.
    2. Teams to Teams Calls: Provides the option to enable or disable the recording of Teams to Teams calls.
    3. Scheduled Meetings: Provides the option to enable or disable the recording of scheduled meetings.
  3. In the Recording Client app, if a call is not recorded based on system recording policy settings, the Actions column will read: Discarded by User Recording Policy.

Settings > System Settings
  1. When users' recording policy settings have been submitted to Microsoft, a progress bar will be displayed indicating the progress of completion. A message will be displayed when the action is completed.

March 2025

Watch the video showcasing new features in the March 2025 release.


New features and enhancements in this release are outlined below. 

Provisioning Changes
  1. The pop up to Select Users to be Recorded has been enhanced. It now includes the ability to select the policy and license details for individual or multiple recorded users. To finalise the selection, click the Submit Changes to Microsoft button. The policy options are as follows:
    1. Compliance: All calls are recorded, and users being recorded do not have the ability to pause, resume or discard recordings using the Recording Client. If the call cannot be recorded, the user will not be able to connect to the call.
    2. Convenience: All calls are recorded, and users being recorded have the ability to pause, resume and discard calls using the Recording Client. If the platform fails to record a call, users will still be able to connect to the call.
    3. On-Demand: No calls are recorded by default. Users can select which calls to record using the Recording Client. They can also use the Recording Client to pause, resume and discard recordings.
  2. During the set up process it is now possible to enable or disable the audio notification that is heard when external parties not using Teams calling are being recorded.
Home Dashboard
  1. The order of the KPIs in the left panel has been changed to:
    1. Total
    2. Sentiment
    3. Topics
    4. Evaluated
    5. Flagged
    6. Outcomes
  2. Word Cloud tab has been added to the left panel. The application will analyze all transcripts using the selected filters and generate a word cloud displaying the 15 most commonly used words. The font size used indicates frequency of use with the most commonly used word being displayed in the largest font size.
  3. The calendar view within the custom date filter has been enhanced so that dates can be selected more easily.
  4. Filters have been reorganized and new filters added as follows:
    1. Call Filters: Call Direction (dialed / received), Call Type (external / internal), Call Duration, Platform, Call Status (discarded / recorded / recorded with pause, resume).
    2. Evaluation Filters: Flag, Evaluation Score.
    3. Conversation Analysis Filters: Topics, Sentiment, Transcription.
  5. A Legal Hold filter has been added to Other filters enabling users to filter for calls that have been put on legal hold.
Call Detail
The following improvements have been made on the Call Details Page:
  1. On selecting a section of a call, the selected region will play in loop. On clicking the comment icon that appears when a section of a call is selected, users will be directed to the comments tab where they can add a comment or view existing comments. If a comment exists for the selected region, this will be highlighted.
  2. Scorecards used to Evaluate a call can now be changed using the edit icon, or deleted using the delete icon, from within the Evaluation tab.
  3. Silent sections of a recording can now be skipped using the Skip Silences icon in the menu above the callwave for recorded users with an Advanced or Ultimate license.
  4. The fields License Name and Expiry Date have been included in the Additional Call Information window accessible via the information icon in the top right of the Call Details page.
  5. A summary of the call is now available from within the Transcript window under the Summary tab.
Settings > User Management
  1. Once a device has been assigned to a user, the Attach Device button within the user Profile window will no longer be displayed as users can have only one device per platform.
  2. The ability to select a retention period has been removed from the user profile page, as retention periods are now attached to user licenses which are selected from the License dropdown menu also within the user profile page.
  3. If users are not granted permission to share recordings, the share and download icons will be disabled and greyed out throughout the application.
  4. When a user’s account has been disabled or archived, an email notification will be sent to the registered email address.
Settings > System Settings
  1. A new button, Manage Recorded Users, has been included in the License tab to navigate to the Select users to be recorded pop up, where the Microsoft recording policy and licenses can be assigned to users.
  2. Additional information has been included in the License tab:
    1. Total: The total number of billed licenses. If auto-learn is enabled, users with a platform recording policy are automatically assigned recording licenses. 
    2. Assigned: Licenses already assigned to users.
    3. Unassigned: Licenses available to be assigned to users.
  3. Playback audit details will now be included within Audit Logs in System Settings.
  4. After a CRM sync, details of the Last Successful Sync and Total Contacts Synced will be displayed within the CRM window. Total contacts refers to the total number of contacts within the CRM.
  5. When adding a new token via the API Access tab, and managing Playback Network via people, the following two options are available:
    1. Select My Organization from the via people dropdown menu to give users access to their own recordings and recordings of all other recorded users within their playback network.  
    2. Leave the via people field blank, in which case, the Playback Network will be set to My Recordings (the default setting).
My Notifications
  1. Users can add notification rules to receive email alerts when a call meets pre-defined criteria, such as poor sentiment or successful sales outcomes. My Notifications are only applicable to Ultimate recorded users.
  2. Calls that fall under the Notification rule criteria created through My Notifications will be accessible from the Notification bell icon.