What's New in OI (November 2025 edition) – Operative Intelligence Support

This article provides an overview of the exciting new features that went live in early November 2025.

Team Leader and Agent Coaching Plan Review

You asked, we listened! Many of you shared you wanted more ways for Team Leaders and Agents to stay aligned on coaching plans. Your new Coaching Plan Review feature was built with that in mind.

With this new feature, Team Leaders can now review, update, and comment directly on the coaching plans their agents create, helping guide performance conversation more effectively while ensuring agents get timely, actionable feedback.

This new process gives everyone the visibility they need:

Team Leaders can provide timely coaching and ensure alignment
Agents get consistent feedback and clarity on expectations

Explore the new feature in this quick video on OI University: Team Leader & Agent Coaching Review

Exclusion Filters for Team Leader & Agent Pages

We’ve added a new option to exclude certain inquiries from the agent performance comparison.

This update is especially useful for shorter or incomplete interactions such as “Unable to classify - short call” or “Voicemail”. These inquiries often have much shorter handle times, which can skew performance results.

What this means for you

Excluded inquiries won’t:

appear in an agent’s top performing inquiries or inquiries to work on
be available for creating coaching plans

How do I use this new feature?

To exclude specific inquiries, go to the Manage settings section on the admin page, select them under Exclude inquiries from performance pages, and click Save.

Data Sample and OI-Q Updates

We’ve rolled out some exciting updates to Data Samples and OI-Q. This release makes it easier to explore larger datasets, search within transcripts, and get faster, more flexible insights from your queries.

Data Sample Enhancements

Larger sample sizes: Users can now select up to 1,000 interactions in a data sample (previously limited to 100). New options include 250, 500, and 1,000 interactions.
Transcript text search: You can now search for keywords or phrases within transcripts in your selected data sample. This is useful for finding specific issues, product names, or phrases. The search will:
- Scan all transcripts in the selected sample
- Show how many interactions include the searched term
- Highlight the term within transcripts when viewing them

OI-Q Enhancements

Faster multi-select: OI-Q multi-select queries now run at least four times faster than before.
Data sample limits: Data samples can now include up to 1,000 interactions! While OI-Q currently still only processes 100 at a time, we’re already working to expand this to 1,000 interactions by the end of the year.
Search carry-over: If you perform a search before switching to OI-Q, only the search results will be taken into OI-Q for analysis.
Cancel queries: Users can now cancel a query in progress, helpful if you realize you want to change your prompt before it finishes running.

Check out more here.

And Coming Soon…

Teams Overview

We’re excited to let you know about a new feature that’s coming out very soon, Teams Overview. This new dashboard is designed specifically for center leaders, helping them see performance across all teams in one clean view.

What will I be able to do with Teams Overview?

See all coaching plans: view all coaching plans for the entire center in one place
Compare team performance at a glance: instantly see how teams stack up on key metrics and trends
Spot coaching or operational gaps faster: identify where performance differs across leaders or teams
Start with the big picture: allowing you to zoom in where performance needs follow-up.

Where will I be able to find it?

From the main OI Dashboard, click the new Teams Overview tile on the left side.

Interested in learning more?

Check out a quick walkthrough video in OI University: Teams Overview

Thank you for continuing to grow with OI.

Each month, we’ll share the latest updates designed to help you and your teams, and as always, we’d love to hear what you think as you start using these new features.