Analytics now has an AI agents page. It opens with the numbers that matter: calls handled by AI, automation rate, resolution rate, average handle time and the revenue those calls brought in. Below that, automation and resolution are plotted day by day, calls by intent shows why customers call and how well the AI resolves each reason, and outcomes shows how calls end and which ones pass to a human. An AI activity section tracks volume over time, and recent calls are listed underneath.

→ Open AI agent analytics

Helpdesk tickets open the moment a call connects

Tickets used to be created at the end of the call. For calls handled by a human, the ticket is now created as soon as the agent and the customer are connected, so your team can work in the ticket while still on the phone. The ticket link appears in the call details of a call in progress. Works with Gorgias, Zendesk, eDesk, Kustomer, Re:amaze and Crisp.

→ Open integrations

AI agents ignore background noise

New AI agents now filter out background voices and noises: a TV, people talking nearby, a cough. They stop reacting to anything that is not the caller. On by default, nothing to set up.

→ Open AI agents

Wrap up the call from the timeline

Agents can set the disposition and write the call note directly on the call in the customer timeline. The fields appear as soon as the customer picks up and save automatically, and a Log call button stays there after you hang up. Everything syncs both ways with the call details panel.

Other improvements

• Side panels: attributed orders and agent status now open in a side panel, as calls already do.

• Call tasks: the dialer claims the next eligible call task for you, and long task lists are paginated.

• Call routing: queued callers go only to the agents assigned to them, and a caller already waiting is routed when you open the app.

• Webhooks: a new call.started event fires as soon as a call begins.

• Voicemail: duplicate voicemails no longer appear on the timeline.