What’s New in Operator: Q1 2026

We are excited to introduce a suite of enhancements across TCN’s Operator that are designed to help you scale your operations in 2026!

This release focuses on connectivity and performance. From new features in the Synapse engine that centralize your automations to instant live-data Business Intelligence (BI) dashboards, these tools are built to give you more control with less manual effort. Ultimately, 2026 is all about making your data work harder for you.

Explore the key updates below to see how you can leverage these new capabilities starting today.

Compliance & Data Management

• List Management Services (LMS) pipeline selector: A new LMS dock feature allows users to easily toggle between specific pipelines, optimizing workflows for high-volume organizations.
• LMS node search: Added a search function within pipelines to quickly locate and audit active nodes.

Integrated Infrastructure

• PDF exports: You can now export Learning Center pages directly to PDF for offline documentation and training.
• Auto-save for flows: The Flow Builder now automatically saves every edit at the node level to prevent data loss.
• Flow validation: Added validation testing tools to verify that flows are fully functional before deployment.
• Click2Pay fee management: Portals now support adding service or processing fees to the payment workflow.
• Security timeouts: Added configurable inactivity timeouts for improved user management and system security.

Integration & Automation

• Webhooks: Synapse now serves as the primary engine for managing and executing all outbound webhooks.
• Synapse improvements: Synapse conditions have been improved to include campaign name filtering for the call event type.
• Synapse integration actions: Synapse can now trigger data transfers directly to external integrations as a native action.
• Standardized time zones: All Synapse timestamps are now ISO-8601-compliant (UTC) to eliminate regional ambiguity and daylight saving time errors.
• Integration plugins: Improved the setup process to ensure consistent configuration across all communication channels.

Intelligence, Reporting & Analytics

• Custom branding: Apply custom color palettes to BI insight charts to match your organization’s branding.
• Upgraded node inspector: Expanded data views now include raw data access, preview limits and visible node names for easier debugging.
• Actionable insights: BI insight outputs can now be configured with custom actions to trigger workflows directly from reports.
• External data integration: A new input node allows BI to ingest and analyze data generated outside of the TCN Operator ecosystem.
• Instant data source: New instant insights for live-updating dashboards and wallboards.
• PDF exports: The report generator now supports PDF output.
• New derive node: Advanced BI pipeline node for creating new data fields, mapping values and utilizing partition window settings.
• Multi-client reporting: Aggregate data from multiple organizations into a single, “rolled-up” insight view.
• Advanced expression builder: Added to custom summaries for precise, formula-based calculations across report columns.

Omnichannel Communications

• Higher throughput: Increased the maximum number of email tasks per minute for faster high-volume delivery.
• OmniBoss dashboard: Added a new advanced reporting dashboard to OmniBoss for deeper performance insights.

Workforce Engagement

• Evaluation enhancements: Improved scorecard duplication and streamlined the commenting process for faster agent evaluations.
• Advanced phrase filtering: New multi-phrase search capabilities allow you to locate specific conversations by matching and viewing multiple key phrases simultaneously.
• Metadata search and expressions: A new Workforce Optimization (WFO) filter and expression builder allows you to search calls using customer metadata, moving beyond simple transcript text.
• WFM roster management: Simplified scheduling workflows for onboarding new hires and managing deactivated agents within the system.