What's new in Call Coach IQ

Admins can now build multi-step learning paths from real calls, and agents work through them in a dedicated Training area. New agents are enrolled automatically the moment their account is created, badges and completion notifications fire as they progress, and every path shows live enrolment stats — enrolled, completed, and stalled. Managers can see exactly who has stalled and nudge them with a personal message without leaving the admin panel.

A new Staffing Coverage dashboard lays your call activity over a 7-day, 24-hour grid so you can see where volume outran the agents on the floor. Understaffed slots come with a recommended headcount and a "short by" figure, spike weeks are flagged and held out of the baseline, and SLA health renders as a heatmap you can break down per team. All times display in your company's timezone.

Billing teams can connect their Outlook mailbox and have Call Coach IQ draft replies to routine billing email, grounded in the customer's own account record. Every draft queues for human review before anything sends, admins can customise the AI prompt that writes them, and drafts left waiting too long raise an alert. Connection is self-service per company — no IT ticket required.

Follow-ups from sales calls now have their own tab alongside Commitments, with the call's AI summary available on every row. Managers can assign a callback, drill into a single agent, and record a skip reason — including custom reasons you define — when a follow-up isn't needed. Skip reasons surface on the agent's dashboard so nothing gets quietly dropped.

Utilities and co-ops running NISC iVUE can now connect it from Company Settings. Customer Journey and Churn Risk pull in live account, billing, and trouble-ticket data, so agents see the full customer picture beside the call instead of switching systems. Lookup failures surface directly in the connection panel rather than failing silently.

Upload any CSV — surveys, billing exports, ticket data — and chart it against your call metrics. This release adds a customer-phone dimension, which means survey responses now appear directly on the Customer Journey timeline next to the calls they relate to.

Admins can reset a user's two-factor enrolment, force enrolment for an individual, or require 2FA across every pending user in a single action. The People tab shows a count of who is still awaiting enrolment with a filter to find them, and guards prevent an admin from locking themselves out.

Companies can export their own data on demand and submit a deletion request without contacting support. A cookie consent banner now runs across all public pages, and API key management has moved from the Call Coach IQ team to your own company admin — you control your keys.

The library now filters across multiple tags at once and pages through large collections instead of capping the list. Agents can be excluded individually so their calls stay out of the library, and exemplar cards quote the supporting evidence straight from the transcript.

KPI tiles on My Performance, the Score by Call Type card, and resolution rate now show month-over-month movement at a glance. Low-scoring calls drill straight down to the underlying list, and managers get an agent picker pre-filtered to their own team.

Knowledge Base retrieval now runs on Vertex AI Search, which handles long documents far better and returns more relevant passages to the AI. Per-company retrieval cost is tracked alongside the rest of your AI usage.

The asynchronous AI pipeline now runs on Gemini Flex Inference and uploads each recording once rather than at every stage — meaningfully cheaper and faster on long calls. Admins can select separate models for transcription, analysis, scoring, and coaching, and the AI Cost Telemetry panel breaks down time and cost per phase so you can see exactly where a call spends its budget.

Every processing stage now runs against a time budget with tiered retry backoff, so a slow or rate-limited AI provider no longer stalls a call part-way through. Retry gates stop calls looping silently, the watchdog catches stuck and orphaned records, and when processing does halt the reason is shown to admins instead of a generic error.

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.

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.

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.

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.

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.

The Android app now shows the official Call Coach IQ brand icon and splash screen, replacing the earlier placeholders.

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.

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.

Agents can challenge any AI-generated score directly from the call page. Managers review, respond, and resolve in-thread — every step is tracked.

Built-in gamification layer — agents earn badges for performance milestones, with company-wide celebration alerts.

See a customer's entire call history in one timeline — sentiment shifts, CSAT scores, and churn-risk flags side by side.

Most calls now complete the full transcribe → classify → score → analyze pipeline in minutes.

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.

Card numbers, SSNs, PINs, dates of birth, and security answers are now replaced with labeled placeholders before any transcript is stored.