OI updates - October 23 2026

Insights

Opportunities now work with Metric Compare
You can now turn Opportunities on and off from the Opportunities card while comparing metrics. Before, the card was greyed out in this mode, even though you could still turn Opportunities on from the Lenses menu.

Clearer OI-Q usage limit messages
When you reach your OI-Q or OI-QI usage limit, you’ll now see a clear, consistent message telling you when you can use it again. The time is shown in your local format, and the date is included if you can’t use it again until tomorrow. Before, this message sometimes showed placeholder text.

Better Prior Period Comparison charts

• Hovering over a chart now shows the projected value for the current period, labelled as “Projected”, the same way it works in other charts.
• Labels on the teal bars are no longer cut off in light mode. They stay readable when bars are highlighted and when you scroll the chart.

See full event, episode and label names on hover
If an event, episode or label name is too long to fit, hover over it to see the whole name. Your cursor also changes to a pointer over rows you can select, so it’s clearer what you can click.

Simpler event creation
When you create an event, the model list now only shows the standard models you’re likely to need.

Cleaner CSV exports
Interaction table exports are now tidier and easier to read:

• Effectiveness, total interaction cost and custom survey values are rounded.
• Total interaction cost includes a $ sign.
• Empty effectiveness and cost cells show a dash (–) instead of being blank.
• Survey scores always show two decimal places.

PDF exports now show times and timezone
The date range on PDF exports now always includes times, whether you picked “All day” or a custom time range. The timezone you used is shown too, so readers know exactly which period the report covers.

More accurate charts for incomplete time periods
Charts now handle time periods that aren’t finished yet (for example, the current week or month) more accurately. This was only available to some users before and is now on for everyone.

Dates now show correctly in every timezone

• Fixed an issue where some users, especially in the US, saw the previous day’s date on weekly, monthly, quarterly and yearly views.
• If you change your timezone, custom date ranges now keep the dates and times you chose.
• Dates now look the same across all of Insights.

Agent coaching

Improved Coaching plan recommendations

Agent coaching plans now provide agents with more specific coaching suggestions. More exciting enhancements in this space to come.