This release introduces enhancements to AI Quality Assurance, designed to provide greater control over review processing, improve coaching workflows, and increase visibility into AI credit usage.

Sampling Rate for Reviews

You can now configure a sampling rate when creating a new review. This allows you to define the percentage of filtered chats to be processed by AI during each review cycle, helping you better control review scope.

To learn more about how to use AI Quality Assurance, see this article.

New Coaching Opportunity Status: Debate

A new Debate status has been added to coaching opportunities. This allows agents and reviewers to flag coaching results for further discussion when there is a difference in understanding or feedback, improving collaboration and review accuracy.

AI Credit Usage Report

A new AI Credit Usage report is now available, providing visibility into how credits are consumed. You can filter usage by reviews and time period to better track consumption and manage AI resources more effectively.

To view more metrics of the AI Quality Assurance reports, see this article.