Ender Turing Updates — 2026-06-16 to 2026-07-01

Important changes

Correct agent attribution for transferred Genesys calls

Category: fix
Importance: high
What changed: Calls transferred between multiple agents in Genesys now correctly attribute each part of the conversation to the agent who handled it.
Customer benefit: You can accurately review and score each agent's contribution to a transferred call, as their performance metrics are no longer misattributed.
Highlights:

• Each segment of a transferred call is preserved as a separate recording.
• Previously dropped conversations from transfer-heavy workflows now appear in analytics.
• When a recording is missing for one leg, the full call audio is used as a fallback.

Correct speaker channels for Genesys recordings

Category: fix
Importance: high
What changed: Agent and customer audio channels are now correctly identified in Genesys call recordings, regardless of the recording method.
Customer benefit: Transcripts and speaker-based analytics are now accurate, ensuring QA scores and coaching are based on who actually said what.
Highlights:

• Duplicate sessions from calls recorded from both agent and trunk perspectives are now merged into one.
• Agent and customer channels are no longer swapped on station-side recordings.
• Speaker labels are now correct for internal and agent-to-agent calls.

New integration with Fireflies.ai

Category: feature
Importance: high
What changed: A new marketplace app allows you to automatically import meeting transcripts and audio from your Fireflies.ai account.
Customer benefit: You can now analyze conversations from Zoom, Microsoft Teams, and Google Meet using the same QA and analytics tools as your other channels.
Highlights:

• Imports meetings as transcript-first conversations with playable audio when available.
• Each meeting participant is on a separate channel for accurate speaker analysis.
• Connects easily by providing your Fireflies API key in the Marketplace.

Automation self-triggering loops prevented

Category: fix
Importance: medium
What changed: Automation rules now ignore events they create themselves, preventing them from running in a loop on the same conversation.
Customer benefit: This stops duplicate scores, categories, and webhook notifications, ensuring your automation workflows are reliable and predictable.
Highlights:

• Eliminates duplicate Auto QA scores and category assignments from a single rule.
• Reduces redundant webhook calls to connected systems.
• Automations can still trigger other, different automations as intended.

Group chart data by year

Category: improvement
Importance: medium
What changed: You can now group data in charts by calendar year, in addition to existing options like day, week, and month.
Customer benefit: This allows you to easily visualize long-term trends and create year-over-year comparisons in a single chart.
Highlights:

• Compare full calendar years side-by-side using the Year-over-Year shadow comparison feature.
• Drill down from a yearly bar directly into that year's conversations.
• Export yearly aggregated data to XLSX.

Other changes

Simpler units for duration filters

Category: improvement
Importance: medium
What changed: Duration and time-interval filters now let you enter values in seconds, minutes, hours, or days, instead of only raw seconds.
Customer benefit: You can set up filters for call duration, hold time, or response time more quickly and with fewer errors.
Highlights:

• Enter '8' and select 'hours' instead of calculating and typing '28800'.
• The new selector is available on filters like conversation duration, wait time, and monologue length.
• Existing saved filters continue to work as before.

See selected queues in filter tooltips

Category: improvement
Importance: medium
What changed: Hovering your mouse over the Queue Names filter chip now displays a list of the currently selected queues.
Customer benefit: You can quickly verify your active queue selection without needing to open the filter menu.

Sort files and folders in Ender Drive

Category: improvement
Importance: medium
What changed: You can now sort the contents of any folder in Ender Drive by clicking the Name, Size, or Created At column headers.
Customer benefit: This helps you find the files you need faster, such as locating the newest uploads or largest files.
Highlights:

• Clicking a header toggles between ascending and descending order.
• Folders are always grouped together at the top of the list.
• Name sorting handles numbers naturally, for example placing 'File 2' before 'File 10'.

Third-party tracking scripts removed from the app

Category: fix
Importance: medium
What changed: The application no longer includes third-party session-replay or event-analytics tracking scripts.
Customer benefit: This improves data privacy and security by ensuring your browser activity within the app is not shared with external analytics services.

Conversation type included in XLSX exports

Category: improvement
Importance: medium
What changed: The 'All Conversations' XLSX export file now includes a 'Type' column, indicating the channel for each conversation, such as call, chat, or email.
Customer benefit: You can easily filter, sort, and create pivot tables by channel in your exported spreadsheet data.

Agent scoring breakdown respects date filter

Category: fix
Importance: medium
What changed: The per-point score breakdown in the agent scoring view now correctly shows data for the selected time period on first load.
Customer benefit: You can be confident that the detailed scoring data you see is accurate for the period you are reviewing, without needing to refresh the page.
Highlights:

• Previously, the breakdown sometimes showed all-time scores until the date was changed.
• This ensures coaching decisions are based on the correct, period-specific data.

More flexible Quadrant chart configuration

Category: improvement
Importance: medium
What changed: Quadrant charts can now use more than two data rows, allowing you to use the extra rows as inputs for formula-based axes.
Customer benefit: You can create more advanced Quadrant charts that compare agents or teams using calculated metrics, like a quality-to-volume ratio.
Highlights:

• The first two rows are plotted on the X and Y axes, while any additional rows act as helpers.
• You can reorder rows to change which two are plotted.

Manage audio retention in multitenant settings

Category: improvement
Importance: medium
What changed: For cloud deployments, administrators can now view and edit the audio file retention period directly in the system settings user interface.
Customer benefit: You can self-serve audio retention adjustments to meet your compliance and data policies without needing to contact support.
Highlights:

• A warning appears if you set retention longer than one year, noting potential cost impacts.
• The system prevents invalid entries, such as non-numeric values.

Audio restored for Eleveo video recordings

Category: fix
Importance: medium
What changed: Video recordings fetched live from Eleveo integrations now correctly include their audio track.
Customer benefit: You can now play back and download Eleveo video sessions with full, synchronized audio for complete review context.
Highlights:

• The fix applies to both in-app playback and downloaded video files.

More precise scorecard thresholds on C-level dashboards

Category: improvement
Importance: medium
What changed: The sliders for setting quality score thresholds on C-level dashboard scorecards now allow for 1% increments and can be placed closer together.
Customer benefit: You can now set exact threshold values, such as 92% or 96%, to precisely match your organization's quality grading standards.
Highlights:

• Previously, thresholds were limited to 5% increments and could not be set close together.
• The slider itself is now wider, making it easier to position the thresholds accurately.

Quadrant chart dividers are now more accurate

Category: improvement
Importance: medium
What changed: The divider lines in Quadrant charts are now based on the median value of your data, not the average.
Customer benefit: This prevents a few high-volume outliers from skewing the chart, giving you a more representative view of where most of your agents or teams fall.

Improved conversation processing reliability

Category: improvement
Importance: medium
What changed: The conversation processing pipeline now automatically recovers from certain database conflicts that could previously cause it to stall.
Customer benefit: Your transcripts and analytics are delivered more reliably and on time, with fewer delays caused by background system issues.

Automation 'exclude category' rules are now more reliable

Category: fix
Importance: medium
What changed: Automations set to exclude conversations with a specific topic now correctly wait for all topic detection to finish before running.
Customer benefit: This ensures that conversations with excluded topics are consistently skipped, preventing them from being incorrectly categorized or scored.

Cleaner customer data from chat sessions

Category: fix
Importance: medium
What changed: Chat sessions that use a technical timestamp as a customer identifier no longer create junk customer profiles in the system.
Customer benefit: Your customer lists and related analytics are now more accurate, without being inflated by thousands of single-use, non-human entries.
Highlights:

• This leads to more accurate customer counts and interaction histories.
• Previously created junk records have been cleaned up.

New summary view for team scorecards

Category: improvement
Importance: medium
What changed: The 'Scorecards by Team' dashboard widget now has a 'Short view' that groups conversations into Passed, Borderline, and Failed score zones.
Customer benefit: You can quickly see which teams are meeting quality goals and which need more coaching, without having to scan a large table of individual scorecards.
Highlights:

• Toggle between the new summary and the classic detailed view.
• Your preferred view is remembered for your next visit.
• Exports to CSV and XLSX will match the view you have selected.