What’s New in Operator: Q2 2026

This quarter, we’ve prioritized expanding the TCN offering and improving implementation of our existing tools. Highlights include new private branch exchange (PBX) capabilities, the Agent app Omni Voice and interactive playground and demo environments – all of which showcase our commitment to making the platform more accessible and easier to build.

Read the following curated highlights of this quarter’s most impactful new features:

Compliance & Data Management

• List Management Services (LMS) pipeline visibility: Improved entrypoint node selection and navigation tools reduce manual navigation effort and prevent errors in complex data mapping.
• LMS dock optimization: New filters, sorting and favorites allow for quicker pipeline selection, significantly cutting down search time.
• Path visualizations: High-contrast color coding for keep/discard paths provides immediate logic validation, speeding up the auditing of data flows.

Integrated Infrastructure

• Audit logs: Offer more information on events happening in Operator, including Workforce Optimization (WFO) transcript events, Omni messages and tickets.
• PBX: Non-agent users can now make manual calls in the Operator toolbar without using the Agent app. The tool also supports inbound Interactive Voice Response (IVR) routing and ring groups.

Integration & Automation

• Webhooks centralization: Synapse engine introduces advanced capabilities unavailable in the legacy webhooks, providing a more robust and feature-rich infrastructure for outbound data management.
• Updated plugin interface: New User Interface (UI) for plugins, as well as a new playground for testing and accelerated development cycles by enabling instant response validation.

Intelligence, Reporting & Analytics

• Text manipulation node: New substring start/end index controls allow for more precise data parsing and faster string transformations.
• Insight exports: Custom file formats (CSV/text) and delimiter settings provide greater flexibility for data integration with external tools.
• Report generator: Built-in “End of Day” cron defaults and “Send Empty” toggles help manual scheduling tasks and reduce noise with report deliveries.
• Transpose table settings: New transposing capabilities allow users to pivot data views and replace manual processes with Business Intelligence (BI) datasets.
• Advanced parameters: The addition of “Day of Week” parameters enables more granular temporal filtering for both dashboards and insights.
• Detailed report history: An upgraded reporting view provides deeper visibility into automated delivery statuses, simplifying troubleshooting and audit trails.

Omnichannel Communications

• Agent Omni Voice app: Agents can now switch to Omni text without disconnecting from active voice calls while using Omni Voice, enabling seamless multi-channel multitasking.
• In-editor demo flows: Real-time flow testing with full input/output visibility allows for instant debugging without needing to launch live campaigns.
• Bulk node actions: The ability to clone or delete multiple nodes simultaneously significantly accelerates the pipeline construction process.
• Flow version control: Published versioning prevents accidental edits to live campaigns while allowing for one-click restoration of previous configurations.
• Agent availability node: A dedicated node for checking agent status within Data IVR flows simplifies logic and reduces overall build time.
• E911 integration: Native emergency calling with location services directly from the Agent app ensures safety compliance and rapid response capabilities.

Workforce Engagement

• Scheduler sync: A unified UI ensures real-time synchronization between charts and schedules, providing managers with a consistent, updated workspace without manual alignment.
• WFO filter segmentation: Separating conversation and call system identification numbers (SIDs) enables faster, more accurate searching by distinguishing between text and voice records.
• Expanded Personally Identifiable Information (PII) redaction: Automated removal of credit card expiration dates and birthdays enhances data security and Payment Card Industry (PCI)/Health Insurance Portability and Accountability Act (HIPAA) compliance.
• PDF evaluation exports: Exportable evaluations with integrated SIDs provide audit-ready documentation for signatures and physical record-keeping.
• Filter selection tool: An optimized selection interface allows organizations with high volumes of channels and saved filters to navigate conversations more easily.
• Custom filename mapping: User-defined naming conventions for conversation downloads simplify file organization and retrieval on local storage.