This article provides an overview of the exciting new features that went live in December 2025.
Teams Overview (Center Manager)
We communicated this feature last month and we’re thrilled to announce that Teams Overview is now live! 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?
If your user role is Team Manager, you’ll find it from the main OI Dashboard, click the new Teams Overview tile on the left side. If you don’t have access and need this feature, reach out to your internal Admin or OI Customer Success contact for help accessing it..
Interested in learning more?
Check out a quick walkthrough video in OI University: Teams Overview
Coaching plans for ALL inquiries
Until now, coaching plans were built by inquiry. With this update, agents can build plans across all inquiries, per model, giving them even more flexibility to focus on overall handle time, resolution, or satisfaction.
Agents can easily create All Inquiries coaching plans by clicking the ‘Let’s build a coaching plan’ button from their main Agent Dashboard page.
Enhancements for Customers Using Auto QA
For customers using Quality Assurance, we’ve released several enhancements this month to make QA insights clearer, more consistent, and easier to access across both the Team Leader and Agent Performance pages.
Team Leader Page Updates
Team Leaders will now see a new Quality Assurance tab within the Agents Performance section. This view displays each agent in the team along with their scores for every QA topic, using the same table layout and color-coding you’re already familiar with. You’ll also notice a new “Volume” column, showing how many unique interactions are included in an active QA topic score (fail, pass, or not applicable).
Agent Performance Page Updates
We’ve added two new QA-focused views to help Agents and Team Leaders get clearer coaching insights:
- Performance by Inquiry: Review the agent’s average QA topic results from the last three months, compare their performance against their team, and see QA topic scores across all inquiries.
- Recent Interactions: Quickly access the 20 most recent interactions that contain QA topic scores for the selected model.
Quality Assurance Filtering is here
Previously, you could sort the table but not filter, with this enhancement you now have the ability to filter the interaction table on the QA page by a single or multiple QA scores (Pass, Fail, Not Applicable) and see up to 100 interactions with just those scores.
These enhancements bring greater visibility and consistency to QA workflows, supporting better coaching moments and faster performance insights as we wrap up 2025 and look ahead to an exciting 2026.
OI University: New Course!
Insights: Fundamentals
We’re excited to launch OI Insights: Fundamentals, a new learning module designed to help you get more value from your OI data. This quick lesson teaches those insight users at your organization how to navigate key insights pages, customize reports, explore agent performance, and uncover what’s driving customer effort and sentiment.
If you’re an insights user dive in to learn more about:
- Navigating OI efficiently with smart filters and saved views
- Exploring root causes and drill into inquiries for deeper insights
- Running one-click OI-Q analyses for effort, sentiment, and resolution
- Searching, filtering, and exporting real customer transcripts with OIQ
- Quickly interpreting agent performance and spotting coaching opportunities
Check out the new course on OIU: Insights: Fundamentals
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