Release Notes - October 9, 2026

This release introduces HUD Groups, which let admins filter the VoIP HUD down to the colleagues each agent and supervisor actually needs to see. Other highlights include multi-user filtering on the Audio Review page, the ability to save customized caller scorecards as templates from any scorecard screen, and reliability fixes for recording retrieval and date filtering.

HUD Groups


Admins can now create groups that filter the VoIP HUD down to a chosen set of users, so agents and supervisors see the colleagues relevant to them instead of the whole account.

Admins open the VoIP HUD and select Manage groups to create, edit, and delete groups from one page, with search and sorting.

Each group has two separate settings. “Users in this group” controls who appears in the HUD when the group is selected. “Available to” controls who can select the group. Keeping these separate means an agent can view a team, for example, to transfer calls to it, without being a member of it.

“Available to” offers three options: 

  1. Entire account (anyone in the account, including users added later)
  2. Entire group (only the group's members, updated automatically as membership changes)
  3. Selected users

Once saved, the group appears in the “View by Group” filter for everyone given access.

Admins can also control HUD access per user from “Edit User,” under “User Permission.” This sets whether a user has the VoIP HUD at all and, if so, whether they see everyone in the account or only the groups assigned to them.

Note: Only administrators can create and manage HUD groups.

 

Multi-User Filtering on the Audio Review Page


Admins can now filter the Audio Review page by several specific users at once, making it faster to review recordings for a handful of agents.

The Username filter dropdown now uses checkboxes to select multiple individual users, in the same style as the existing Include Inactive/Deleted Users option. All Active Users remains available as a single-click option for reviewing everyone.

Recording retrieval has also been improved to reduce the risk of delayed or missing recordings during high call volume.

 

Save Any Caller Scorecard as a Template


Users can now save a customized Caller Scorecard as a reusable template whether they built it from scratch, started from an existing template, or edited a scorecard already in use, so customizations never need to be rebuilt.

A Save Template button appears to the left of + Add Question once at least one question has been added, edited, or removed. It sits in the same place on every scorecard screen, including the Start from a Template flow and the Edit Scorecard page.

Clicking Save Template prompts for a template name. Saved templates are available under My Templates for future use.

 

Bug Fixes

  • Fixed custom date range filtering on the Audio Review page so a single-day range (same start and end date) returns all recordings from that day.
  • Fixed the Today filter on the Audio Review page, and custom dates matching today, sometimes showing no recordings.
  • Fixed extra back-button history entries created when saving changes on a Contact Information page opened from the Audio Review page. Back now returns to Audio Review in a single click.

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