October + November 2025

Organization by Alerts & Digests

With this update, your notification systems follow a new organizational logic, bringing more clarity and efficiency to your daily work.

Alerts

• Real-time Notifications: Get notified the moment a key metric moves. Pick a metric (sentiment, volume, etc.) and set specific thresholds.

• Channel Flexibility: Choose between email or Slack delivery to ensure Birdie alerts you instantly.

• Clear Separation: Navigate alerts specific to your workspace, ensuring you only see the signals relevant to your immediate environment.

Digests

• Recurring Summaries: Receive automated summaries of customer feedback directly in your inbox or Slack.

• Customized Scheduling: Create multiple digests for different teams or segments using tailored filters and schedules.

Supervisor Access & Standardized Views

It is now possible to provide supervisors with full visibility and consistent data structures across the entire organization.

Supervisor Experience

• Full Data Visibility: Give supervisors access to BPO data and agent-level details, including Quality Scores, quartiles, and the full performance page.

• Unified Supervisor Page: A single view of the entire team, featuring quick filters to find specific agents and track performance instantly.

• Consistency by Design: This ensures all workspaces start from the same analysis structure, without the risk of local changes compromising team alignment.

New Feedback & Evaluation List (V2)

We have released the new version of the feedback loop, bringing important improvements to make tracking and evaluation easier:

Structured Agent Feedback

• New Feedback Modal: Supervisors can now provide structured feedback directly inside Exploration through a modern, readable layout.

• Clearer Reasoning: Include detailed comments inside criterion-level feedback, making evaluations more transparent and actionable for agents.

• Metrics Integration: A quick view of each agent's impact, aligning feedback with strategic performance objectives.

What’s Coming Next

Just like on a long-distance flight, after gaining altitude with recent improvements, we continue adjusting the course to take you even further. Upcoming features will reinforce our mission to make analysis clearer, more collaborative, and more reliable.

• Refined Alerts: Improved ways to keep your team informed with relevant signals at the right time, without manual searching.

• More Powerful Charts: New visual possibilities that allow for richer, comparative, and flexible insight discovery.

• Granular Permissions: Greater control and security over how data is accessed, ensuring everyone sees only what is necessary.

And that wraps up what’s ahead for now. We hope you’re as excited as we are about these next steps. Oh, wait! A little birdie just told me… something new is preparing for takeoff. A product made to lift VoC and Agents into the same flight path.