We ship improvements every few weeks. Here's what's landed recently — new features, speed and reliability work, and the kind of small fixes that quietly make the product better.
July 2026
New
Agent Burnout & Attrition Scoring
The platform now continuously scores every agent for burnout risk. When an agent's score reaches Critical, their manager receives an email alert, a "Critical for N days" streak badge appears on the burnout dashboard, and a persistent action panel lets managers log notes and acknowledge the alert to pause repeat notifications. Alert delay and re-alert intervals are configurable per company in admin settings.
New
Multi-Agent Call Detection & Split Attribution
Call Coach IQ now detects when more than one agent handles a single call — warm transfers, conference handoffs, team calls — and automatically creates a separate call record for each participant. Every agent gets their own score, AI coaching, and conversation dynamics, so no one's performance is hidden inside a shared call.
A dedicated scoring rubric is now available for warm-transfer calls, with criteria tuned to the handoff context rather than a standard call. Admins can toggle immediate coaching feedback on or off for this call type independently of other rubrics.
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Every promise an agent makes on a call — follow-up, callback, quote, next step — is now captured and surfaced on a dedicated Upcoming Commitments page. Agents see a daily briefing popup when they log in. Commitments can be marked complete, filtered by type or agent, and browsed in a completed history tab. Managers are notified when they mark a commitment complete on an agent's behalf.
Admins can define their own commitment categories — "Send Quote", "Book Demo", "Issue Refund" — which flow into the Upcoming Commitments tracker, filters, and analytics. The AI uses the configured list when classifying new commitments on incoming calls.
New
Retention Queue
A dedicated queue now surfaces at-risk subscribers ranked by urgency so retention teams know exactly where to focus. Queue performance statistics feed into Business Analytics and the Query Builder, and historical agent-status and queue data is available for trend reporting.
Sales Coaching — Auto-Generated for Unsuccessful Calls
When a sales call ends without a completed sale, the system now automatically generates targeted coaching feedback — no manual trigger required. Call direction (inbound or outbound) is factored in for more relevant suggestions. Coaching appears directly on the call scoring overview card alongside the score.
Admins can now mark specific agent behaviors as exempt from AI coaching feedback. Useful for scenarios where standard coaching criteria don't apply — for example, skipping upsell coaching on cancellation calls — so agents only receive feedback that's actually actionable for their situation.
Improved
Sentiment & Compliance Tabs on Call Detail
The call detail page now has dedicated Sentiment and Compliance tabs, each with color-coded scoring breakdowns. A new Conversation Analytics tab brings dynamics and talk-time data into the same tabbed view.
Clicking any line in the call transcript now seeks the audio player to that exact moment. As the recording plays, the active transcript line highlights automatically — making it faster to review specific moments without scrubbing the timeline manually.
Reliability
Data Consistency During Call Analysis
Race conditions between parallel analysis steps — transcription, scoring, and coaching — are now prevented. Scores and coaching always reflect the fully completed pipeline state rather than a partial in-progress snapshot.
June 2026
New
19 Native Phone System Integrations
Call Coach IQ now connects directly to 19 phone platforms — Intermedia, RingCentral, NICE CXone, Genesys Cloud, Five9, 8x8, Talkdesk, 3CX, Aircall, Dialpad, CloudTalk, JustCall, Freshcaller, MiaRec, Zoom Phone, GoTo Connect, VitalPBX, Twilio, and VoIP.ms. Recordings pull in automatically the moment a call ends. Preferred-tier platforms also stream live agent status and queue statistics into the real-time dashboard. Setup guides and credential forms for every provider are available in Admin → System & Data.
Agents can now submit documents and articles to the Knowledge Base directly from their workspace. Submissions enter a manager approval queue before going live — so agents can contribute their expertise without bypassing editorial control.
When the public visitor chat widget answers a question using your Knowledge Base, it now shows which articles it drew from. Visitors can click through to the source, and you can see exactly which content is driving engagement.
New
Push Notification Settings to Your Entire Team
Admins can now apply their own notification preference profile to every member of the team in a single action. No more asking each person to configure their settings individually — useful when onboarding a new team or standardising digest frequency across a department.
New
Already-Churned Visibility Across the Platform
Calls where the customer had already cancelled before the call are now flagged on the call detail page and broken out as a separate slice in the Churn Risk urgency chart. Already-churned calls are excluded from agent performance scoring so they don't drag down scores for situations outside an agent's control.
Query Builder: Sales Conversion Preset & Sale Outcome Filters
A one-click Sales Conversion preset is now available in the Query Builder — it pre-fills the most common filters for measuring conversion rate by agent, team, and date. Sale outcome fields are also grouped into their own dedicated section in the filter picker, making them easier to find alongside lead source and call type.
Super-admins now have a dedicated panel in the admin dashboard to view, add, and remove IP bans for the public visitor chat widget. Abusive or spammy sessions can be blocked in seconds without touching any code.
Improved
Notification Digest Times in Your Local Timezone
Daily and weekly notification digest schedules now display the exact time your next digest will be sent, shown in your browser's local timezone. No more guessing whether "07:00 UTC" means 2 AM or 10 AM for you.
Improved
Public Demo Limit Warning
The public Try It page now shows a clear message when the per-period analysis limit has been reached and disables the submit button to prevent confusion. Users see how to get full access rather than hitting a silent error.
When you open a drill-down dialog in the Business Insights dashboard, the title now shows how many calls currently match your active filters in real time — so you always know the size of the dataset behind the chart you're looking at.
The deployment pipeline now shows a per-function failure breakdown in the deploy summary, making it immediately clear which function caused a failed deploy and why. All GitHub Actions workflow references are pinned to full commit SHAs to prevent supply-chain substitution attacks, and Dependabot updates are batched into a single weekly PR to reduce noise.
Reliability
CodeQL Security Scanning on Every Pull Request
Static security analysis now runs automatically on every pull request and surfaces findings as inline code review comments — so security issues are caught and addressed before they ever reach the main branch. CodeQL is now a required status check; PRs cannot be merged if it fails.
May 2026
New
Android App — Now Available
The Call Coach IQ mobile app is now on Android. Cloud builds are fully configured so the team can ship new versions directly to Google Play, and preview builds can be uploaded to Play Console in one step.
New
Over-the-Air Mobile Updates
JavaScript fixes and improvements are now delivered to the Android app instantly — no app store download required. Users get the latest version the next time they open the app.
Improved
Mobile App Icon & Splash Screen
The Android app now shows the official Call Coach IQ brand icon and splash screen, replacing the earlier placeholders.
Improved
Live Progress for Admin Maintenance Jobs
Long-running admin jobs — including embeddings reindex and data backfills — now stream real-time progress so operators can see exactly where a job stands. Jobs can also be cancelled mid-run without waiting for them to finish.
Reliability
Smarter Job Resumption
When an admin backfill or reindex job is interrupted and restarted, it now skips work that was already completed. No more redundant processing or accidentally overwriting finished results on resume.
New
Custom Query Builder on Reports
The reporting page now includes a custom query builder — filter and combine metrics by date range, agent, team, call type, score range, and more without writing a single line of code. Save queries for quick reuse or share them with your team.
The AI prompts that evaluate sales calls have been reworked to better recognise discovery, objection handling, and closing technique. Expect more accurate and consistent scores on outbound and sales-focused call types.
Admins can now upload and store documents — playbooks, product guides, objection sheets — that the AI references when generating coaching and answering questions. Keeps every insight grounded in your own material.
The AI now reads call transcripts to identify how a lead found your company and logs it automatically. Lead source data flows into sales reporting and the custom query builder so you can measure which channels convert.
Save any custom query and set it to run automatically — daily, weekly, or monthly — with results delivered as a CSV to your inbox. No manual exports, no missed check-ins.
Managers can now filter the Coaching Hub to show only items agents have not yet acknowledged — making it easy to follow up on outstanding coaching without scrolling through the full list.
Admins can now see calls per agent, total talk time, average handle time, longest call, calls/hour, and a 30-day score sparkline — all sortable, with stack-rank badges for top and bottom performers.
Click into any agent in the workload tab to see a 7×24 hour-of-day × day-of-week heatmap of their call activity. No extra query — it reuses the same data the table fetches.
A new card surfaces calls that ran more than 2× the agent's median handle time for that call type — so coaches can spot the calls that actually deserve a closer look.
Every AI flow (transcribe, classify, score, analyze) now records token usage and an estimated cost. Admins get a 30-day rolling cost card on /admin with a per-plan-tier breakdown.
Reliability
Stuck-Call Admin Alerts
When the watchdog resets a call that got stuck mid-processing, an admin alert is now created alongside the user notification — so operators see it in the Admin Alerts panel.
Improved
Marketing site refresh
Landing page now leads with value first; pricing, ROI calculator, full feature list, and FAQ are consolidated on the Learn More page.
Most calls now complete the full transcribe → classify → score → analyze pipeline in minutes.
February 2026
New
Ask Your Data
Natural-language search across your call corpus — ask "show me churn-risk calls from last week" and get a grounded answer with links back to the source calls.
Fully editable scoring rubrics, including separate rubrics per call type (sales, cancellations, tech support, general), are available on Starter and up.
