Quality AI Release Notes¶
This document provides information on the feature updates and enhancements introduced in Quality AI of AI for Service (XO) v11.x releases.
v11.22.1 March 14, 2026¶
Patch Release
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
Configuration
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. Learn more
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. Learn more
v11.22.0 February 28, 2026¶
Minor Release
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.
Configuration
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. Learn more
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. Learn more
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. Learn more
v11.21.1 January 31, 2026¶
Patch Release
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.
Learn more
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.
Learn more
Analyze
Conversation Intelligence Dashboard Updates
The Conversation Intelligence dashboard is now split into two specialized dashboards:
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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.
Learn more -
Performance Insights enhances agent monitoring with a trendline for the Kore Evaluation Score.
Learn more
Legacy widgets, including Contact Center Efficiency, Agent Occupancy, and Agent State Monitor, are now deprecated but remain available via feature flag for existing users.
v11.21.0 January 17, 2026¶
Minor Release
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. Learn more
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. Learn more
Configuration
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. Learn more
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.
Learn more
v11.20.0 December 07, 2025¶
Minor Release
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. Learn more
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. Learn more
Analyze
Enhanced Topic, Intent, and Resolution Analytics Across Quality AI
Analytics visibility is enhanced across Conversation Mining, Audit workflows, and Agent Dashboards:
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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. Learn more
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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. Learn more
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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. Learn more
API Enhancements
Raw Data API Supports Generated Intents
The enhanced Raw Data API now uses generated intents. Learn more
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¶
Patch Release
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:
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By Transfer Etiquette Evaluation: It assesses agent conduct during customer transfers, verifying agents inform customers, explain the reason, and confirm understanding before the handoff. Learn more
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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. Learn more
Enhanced AI Agent Metric
The enhanced AI Agent metric reduces the number of agent calls, supports weight-based breakdowns across multiple evaluation aspects, and improves the design-time configuration experience. It uses a two-level structure (parent metric and weighted sub-metrics with defined criteria/adherence logic) to analyze multiple conversation aspects in one evaluation, providing structured scores and justifications. Learn more
v11.19.0 October 25, 2025¶
Minor Release
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. Learn more
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. Learn more
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:
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By Value Adherence Validation: Check if extracted metric values match predefined reference data and return binary adherence scores.
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By Value Metric Extraction: Extract metric values from messages by users, AI Agents, or humans. Learn more
v11.18.0 September 27, 2025¶
Minor Release
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.
Analyze
Topic Discovery
This enables QA, Supervisors, and Business Managers to visualize conversation topics across the contact center, linked to key metrics, such as Average Handling Time (AHT), Sentiment, and Resolution rate. Using custom taxonomies and intuitive bubble charts, users can identify trends, explore topics in-depth, and analyze related metrics and generated intents, making it easier to enhance coaching and drive process improvements. Learn more
Configure
Taxonomy Builder
The builder enables Contact Center Managers, Analysts, and QA teams to create custom taxonomies with three-level hierarchical structures, enhancing conversation categorization. This improves analysis across channels, allowing deeper insights into topic-level metrics and business-specific trends. Learn more
v11.17.1 September 15, 2025¶
Patch Release
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.
Analyze
Message-Level Comments in AI-Assisted Manual Audit
Supervisors and QA users can now add comments directly on individual messages, with required name and text fields. The updated comments are displayed both in the Transcript and in the Comments tab. Users can click a comment to navigate to the related message, which enhances feedback visibility and context. Learn more
Conversation Mining Processing Status
In Conversation Mining, the Processing Status now displays a status icon: green (pass) when all processes have succeeded and metrics are being captured; red (fail) when any process fails, and metric tracking is interrupted. Learn more
Conversation Sources
Quality AI Integration with Agent AI
Quality AI can now be integrated with Agent AI on third-party desktops. This integration streamlines the recording process and utilizes metadata through Agent AI's Custom Object field. Learn more